Why do they keep adding time when the casino's response time is up?

I've noticed that they keep adding more time for casinos to respond, and they still don't respond, and there are no real consequences at any point. I've even thought they're on the casino's payroll.

Hi, I'm sorry if this comes off as sarcastic, but maybe the casino representative had time off or was sick or has changed, it could be that the casino is collecting evidence and has informed CasinoGuru about it and they need time.

CasinoGuru is the only one platform standing for the players in any meaningful way I believe. If they get a deal from linking players to casinos, they are the only ones who deserve that, they deal with thousands of complaints and they have a review option.

Yes, your casino did something very stupid, a human or an automation did a mistake, stay cool bro, if anyone can help you, it'll be CasinoGuru.

They don't solve anything or take away the casino's score, at least in my experience. I filed a complaint a while ago, and even though the casino said they wouldn't do anything, they keep adding more and more time.

They are not impartial; they report to the casino so they can take precautions.

They end up giving the casino months to respond and do nothing about it.

It's a mockery

Hi raulrmz357,

I understand you're frustrated. No one likes waiting, especially when it feels like nothing is moving forward. But let’s clear a few things up so this thread can actually help you and others who might read it later.

First, repeatedly posting the same complaint across the forum won’t speed things up. It just clutters the discussion and makes it look like you're more interested in venting than resolving the issue. We're here to help, but we need to keep things constructive.

Now, about the timeline. If we were to close the complaint just because the casino didn’t respond immediately, your complaint would be marked as unresolved, and that would be the end of it. Instead, we try to give the casino a fair (but limited) amount of time to reply, usually 14 days in total, because sometimes there are delays on their side that can be justified, such as staff changes or internal reviews.

We don’t give casinos months without reason. Everything is traceable and explained in our Complaint Resolution Center policy, which is publicly available. If a casino completely ignores us, we do take that into account, but the player ends up without his money. We try to avoid that.

https://casino.guru/how-we-resolve-casino-complaints 👈

So yes, we’re still on your side. But this process only works if both sides are given a chance to respond and if you give the process a chance to work.

I honestly hope the casino representative will be interested in resolving your issue.