When will someone receive help?

Hi everyone. Does anyone have experience with filing complaints? I filed a complaint, but the payout hasn't been in my account for two weeks now, even though it was confirmed. When or what needs to happen for Casino Guru to accept the case and help? I haven't heard anything from them and I don't know what's happening next, or even if anything will happen at all. 🤔

Hello, I do understand very much from this description, but if you have concrete questions about a concrete complaint, we can look at it together.

I see your complaint 👈👈without any issues; all is well and the timer says, "Casino Guru has 4 days to respond."

Perhaps you are not yet familiar with the time frames; this quote from the complaint guide may help:

Step 1: Player fills out a complaint form and submits it.

Step 2: We analyze the complaint and player's responses in the form and take a look at the casino and its T&Cs.

Step 3: We write a complaint description for our system and ask the player any additional questions to understand everything well.

Step 4: Based on everything we know, we try to give advice to the player to see if the situation can be resolved easily, without contacting the casino.

Step 5: If it is needed, we invite the casino to join the conversation and provide their side of the story.

Step 6: Based on the outcome, we close and classify the complaint, which will influence how the casino's Safety Index will be affected.

Kindly note that each party currently has a 7-day period to respond, and you can keep track of checking the complaint timer. Every time your attention is needed, you will be notified.

There is no need to worry, I presume.

Hello Radka.

All well and good. Seven days have now passed on your end, and since May 21st I haven't known what's next, if anything will happen, or what else I should do to get help 😔

Hello, do not worry, please. I checked your complaint and just yesterday you were assigned the mediator. Tomas responded to you, and from now it all proceeds to the next step.

"This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands."

There are no actions needed.

Thanks Radka for the reply. I saw yesterday that Tomas responded and forwarded the case to Samuel. What I wasn't aware of is that it will now take another 7 days for a response from you or Samuel. This is obviously dragging things out quite a bit. 🤔

Hello, I see.

Well, that's why we provide the guide on our website. I'm afraid that a complaint is not the same as communication in a forum, and those steps and timelines are mentioned there.

I understand it is inconvenient, but fewer than 18 people are currently handling all running complaints. There has to be enough space to check on every player's case and also to move things forward.

I appreciate your understanding.