Waiting for a response from Casino Guru

Hello,

I created a complaint a few weeks ago. The casino guru replied and I added more information. But now I'm 8 days without a reply from Casino Guru and the timer is at 0. Are there any internal problems or should I just wait my turn?

Thank you.

Hello.

I look at your complaint and see that the timer says that the team has 3 days and about 2 hours .

Don't worry, we don't have any internal problems, rather colleagues are overwhelmed with a portion of well-founded complaints. I understand it's annoying, but hang in there. Unfortunately, it seems that more and more players need help.

We are trying to expand the team of experts, but it is a lengthy and demanding process. 🙁

Thanks for your understanding 🙏

Hi Radka,

thanks for the reply, unfortunately this post was already out of date. Your team responded to the complaint on 25/10/2023 15:14, i.e. some 5 hours after this post.

Thank you for your help.

Otherwise, is there a way to lock the post?

Hello today too 🙂

Thanks for the update. I'm still sorry that we're in a slump.

I am not completely clear about the lock, can you describe to me the purpose and where (forum or complaint) it should fulfill?

But I'll try it in general: We don't lock posts, because no one else except the administrators and the author of the post has access to changes.

Did I hit it?

Hello,

thanks for the reply. I meant it to mean that when the issue that caused the thread to be opened (started) is resolved, then the thread would be locked for further replies, so no further contributions would be possible. It's true that it probably makes no sense within the forum and is more a function of the ticketing system.

Thanks

Hello today too.

You're welcome.

And I can tell you nailed how the complaint thread works. 🙂

As soon as a solution is reached or, unfortunately, to a stage where there is nowhere else to move due to a lack of cooperation, the complaint thread is closed with a final post that explains, summarizes the problem and explains what happened.

At the same time and unlike a forum, only the user who started it can contribute to such a thread, and then only the solver and representative of the casino.

It's often confused due to the graphic similarity, but those complaint threads are more private than a forum.

I see that now it's the casino representative's turn, I hope we won't have to wait long. 🤞

Hi Radka,

it's true, it's their turn, today, out of nowhere, a part of the winnings landed on my account from them, but they haven't written anything yet, they're probably trying to get some "premium" so I don't deal with the case anymore. We'll see if they send me the rest, otherwise I have a statement from the regulator and a recommendation on how to proceed.

Unfortunately, I did not expect to come across such...

Hi, I understand your surprise and let's say "anger". I would also certainly not be satisfied if I were treated like this. On the one hand, I'm glad you got some of your winnings. May I know how much of it you got and how much they still owe you? Of course, the complaint is still open, so we'll see where our team gets there and if you're not satisfied, you can turn to the regulator. I'm really curious how it all turns out. Could you update me when you know something new?

Hi, it's not a huge amount, basically they returned the deposit and some winnings reduced by some fancy fee that doesn't match the game plan. I will then try to give more information, for now the casino is only trying to attack me and put itself in the role of the injured party, although I am acting in accordance with the conditions that they themselves suggested to me and I did not have the opportunity to comment on them, and I am therefore a weaker contractual party in terms of commitment. (Take it or leave it contracts)

Yes I understand and I was looking at your complaint. We will have to wait to see where it will go next and what the casino will say, because it has stated that it has taken a position and is not going to change it.

However, it's nice that you basically didn't lose anything and they returned your deposit and some winnings. So I'm curious to see where it will go in the next few days and I would be happy if you would update us on further developments. Would it be possible ?

It is quite disconcerting that the complaint was closed as "unfounded" even though the casino blocked the funds and paid them only with an existing complaint. This procedure on the part of the casino guru was quite surprising.

As I can see, Jozef explained why the complaint was closed as unfounded. I think he explained it pretty well and so according to our team the casino did nothing wrong and the casino followed the standard procedure with the refund fee being 5%.

However, on the other hand, I would say that it's nice that you got the money and the casino paid you, so you didn't really lose anything. I hope that you will not encounter similar situations in the future and that you will have more positive experiences.

I think, Jaro, that unfortunately we do not understand each other, in the previous message I did not contradict Jozef's view on the fee.