Casino Guru, are you serious?

Expensive,

Some time ago I filed a complaint about RoySpins. This casino acts in bad faith, lies and uses players' addictive behavior to its advantage.

Casino Guru has had the evidence and emails for several weeks. Everything to resolve this situation.

However, it keeps RoySpins in the TOP.

It seems to me that they don't want to decide. They push the subject with their belly and extend the time.

Given the evidence, it is impossible not to consider RoySpins as a casino that acts illegally and does not respect anything or anyone.

Given the possible partnership they have, it seems to me that they are neither able nor willing to be impartial.

I would like to know your opinion, is Casino Guru impartial or an entity that deceives us and encourages us to play in places that pay more?

Look, you missed just one point: your complaint has not been decided yet:

https://casino.guru/royspins-casino-player-feels-enticed-to-gamble-after

So, if you read our instructions carefully, you'd know there will be no consequences unless the complaint has closed:

What will be the consequences of your complaint?

Let's start by stating that not all complaints are justified. Therefore, if the circumstances and evidence show that the casino has not done anything that we consider to be unfair, the complaint will be closed and categorized as being 'rejected'. The same happens if you stop communicating with us after submitting your complaint.

If the complaint is justified and the casino has done something unfair, the ideal scenario is that we resolve the complaint to your liking. In this case, the complaint will be closed and categorized as being 'resolved'.

If the complaint is justified and we are unable to resolve it, it is closed and categorized as being 'unresolved'. This happens when the casino either does not respond to us or refuses to do what we consider to be fair in that specific situation. You will not get your desired outcome but the complaint will be saved in our system, the casino will be punished with a lower rating from us and our review of the casino will warn other players of what happened. What's more, if the casino wants to improve its rating in the future, it will be forced to address the complaint, so there is a chance that your complaint will be resolved at a later date.

How long will it all take?

The time elapsed between submitting a complaint and the complaint being closed varies greatly. The complaints processed most quickly are those that can be resolved without getting the casino involved or those that are rejected because the casino has not done anything wrong. Other complaints, however, can be very time-consuming.

Here are some rough estimates and time-related information about complaints:

You will get your first response from our complaint team within 48 hours, but we do our best to respond within 12 to 24 hours.

Each involved party (you, the casino, or the Casino Guru team) has seven days to respond when they are required to do so to move the complaint forward. When this period elapses without a response, we usually choose to prolong the time limit by another seven days.

As the successful resolution of a complaint often takes a lot of communication between all three parties, the total time can add up. The average time it takes to close successfully-resolved complaints is roughly 21 days from the date they were submitted, but again, this varies a lot from one complaint to another.

So please leave such accusations for a proper time. Since it is a completely free service, I guess you should try it at least. 🙏

I didn't accuse anyone, if the hood fit, that's your problem.

There is no need to analyze anything further, but Jozef has already filed a complaint 3 times, says nothing and the deadline is extended.

I want to know the opinion of other users, can't I? Is there no freedom of expression on this site?

Well, I would have done my job rather poorly if I had left this post without an explanation.

This is not about freedom; this is about you not being objective. I'm here to cover that.

So, keep that in mind, please.

Radka, if you publicly state that you don't receive commissions from casinos, I'll shut up!

Until then, at least in my case, they are on their side.

Therefore, responsible gambling is something that they do not promote, on the contrary

Is this your only argument?

So tell me, why did you come here for help in the first place?

Have you read those guises?

They were written a long time before you got here to complain, by the way.

So, once I explained that there is a process we need to follow, you came up with the idea that we are now bad because we get commissions. Ok, that's a pretty common course of events.

But have you ever thought about how much we spent on complaints and other supportive projects in relation to these commissions? Take that as an honest question.

I don't want to fight you, but now you are jumping to wild conclusions.

Try to browse this communication, please 👈

That's all I wanted you to know. I hope your complaint will have a successful ending quite soon.

It's answered! Casino Guru is paid by casinos, how can you decide against them? 😂

Well,...You obviously paid attention to a single sentence. Sadly, it is pointless to explain that to someone who jumps to conclusions without further knowledge.

But I'll give it a second shot:

"

The source of our income is very simple. We created the biggest list of casino reviews in the world and we regularly update this list to make sure that the ratings are still valid.

We recommend different top casinos to players based on where they come from, because for example a casino that is great for German players doesn't need to be too good for players in Argentina etc. So we try to create a unique top casinos list for every country. When players go to play to these casinos and eventually lose, we get a commission from it.

We never tell the players to play in a casino, because you become rich, we actually say that you eventually lose, but we also know some people simply love casino games. We believe that those players should play in decent casinos who will pay the winnings in case the player is simply lucky instead of making stupid excuses and voiding the winnings. That's why CasinoGuru was created - to provide honest online casino reviews.

The income we have also enables us to do a lot of activities that we don't get paid for - for example we have the Complaints resolution centre where we help players to get their winnings from casinos. We don't take any commission for it so when the player gets paid, they get 100% of the amount. We also have an Academy for people who'd like to start their carrier in online casinos and even for online casinos workers who'd like to improve in their job.

We also invest into Global Self Exclusion initiative. The goal is to create a tool that would allow players to self-exclude in all casinos in the world (we could use our large casino database for it).

"

We are not in a position where we can't go against something we deem unfair, so we can actually help players.

Actually, casinos are not very fond of us because we never sell out safety indexes or reject user reviews because casino reps ask us to do so, and when it comes to complaints, there is no way to alter the results even when the casino tries to pay for that.

I hope you mind reading. 🙌

Ahhh recommend! Isn't recommending encouraging people to play?

Why do they recommend illegal casinos that don't respect the law?

because they pay you for that...

Indeed, so we do not actively recommend casinos, especially ones with a lower safety index.

Simply put - we collect information and provide it for free to players.

We have no "deals" with dishonest casinos, on the other hand, we try to explain to not-so-good ones why they should work on their issues. We are trying to use every leverage we have to inspire the casino's management to play it fairly with players.

We are not lawyers; for us, a fair approach plays the main role. If you know a casino without a proper license is not a "legal" option for you, don't play there.

We do not hide this approach: Casino Guru's Codex of Fair Gambling

Read that, please.

Don't promote? Why is your first topic on your website and landing page encouraging people to play and not the other way around? 😂

Because for that, we have guides; it is a very complex topic, and we aim to provide full-scale information that you can't simply squeeze into an already full landing page 😀.

There has been testing with real players; this was the result. 🤷‍♂️

Additionally, we deal with players who actually want to play in casinos, so the more complicated way we put in front of them to find a decent page, the more likely they will just pick "something" randomly in order to play now. Our website is already so "complicated" that even you have read far too little, even though all the information is here. I', just saying...

So on the home page, put aids to combat addiction at the beginning and not casinos to play at

I see, let me put it this way: The majority of the players are not addicted. So, we focus on the majority. Otherwise, players won't recognize whether they found the correct site.

Speaking of which, I bet you also never saw this: https://casino.guru/problem-gambling

"At Casino Guru, we want to provide players with the information and tools that can help them gamble safely and responsibly while keeping them away from the great dangers of gambling addiction. We also want to offer a helping hand to those already suffering from problem gambling. To that end, we created this section on responsible gambling and help for problem gamblers."

Again, it needs a special place to put all the information together, creating a complex guide. Another research, by the way.

She is not addicted but she will become addicted.

solve my case and decide, it's been many months and Jozef doesn't respond to anything or anyone, it's not just me complaining

Believe me, Jozef knows what he's doing. Just be patient. There is no more to that.

Sadly, I have no idea what "she" you are talking about.

Just wait and cooperate. I know it has been quite some time, but there is still a chance for a good and fair ending. Hold on 🙏

See my complaint and then speak.

take in my case is treat you that is dynamic.

I'm sure I could still close it today. He is simple.

would serve to grow this forum.

Frankly, I can't get much from your response anymore. Well, I'm done.

We do not work 24/7, we are not robots; we are a bunch of very dedicated people. If you can't appreciate what he is doing completely for free for you, there is not much I can add.

I'm sorry.

I'm asking you to follow my case.

can not?

Look, I'm not part of the Complaint Team, I work with the Community Team. That means to get some insights about your complaint, I would need to get in touch with Jozef to get all the insights I can't access on my own, which would also inevitably result in additional delay. I can see the same complaint thread as you do. Honestly, I do not have enough time to try that.

So, please hold on.