No response from employee

I don't think this belongs here, but I've sent several emails to Jakub and Thomas and haven't received any replies to my complaint. Does anyone have any idea why I'm being ignored? Has anyone else experienced this, where no one responds?

Hello,

My colleagues are, sadly, not in a position to respond to each email. (Therefore, the main time-managing tool is the complaint timer for open complaints. Each party has 7 days to respond.)

I dare to say you are not being ignored. Perhaps the matter has been closed or they will respond to you eventually.

I reopened the complaint, but nothing has happened for two weeks. They asked me for an invoice, which I sent by email as requested. Since then, I haven't heard anything.

Unfortunately, I believe that you didn't reopen the complaint in the right way, you know, and that is why you didn't get any reply, just a notification that it was rejected. Right?

Actually, I sent in an application for reopening.

Here again is the last message from your team's representative on December 26th. Since then, there has been no further response, neither from the Verde Casino representative nor from your employee. Even though I provided proof, namely the phone bill showing my mobile number at the time in question.

After sending further emails... Still no response.

I find that a shame and sad.

So, do I understand correctly that you have nothing you can provide to our team to reopen your case?

Well, that is why the complaint wasn't reopened most probably. 🤷‍♀️

In order to reopen a case that was rejected because no evidence was provided, this evidence has to be sent. Only then can the complaint be reopened.

No, they misunderstood. I now have the proof, so the existing problem would be solved...

Should I send it? And if so, how and to whom?

I was told that if I have a bill and can prove my mobile phone number from back then, they would pay me the money.

That's what the Verde Casino employee wrote, but it took quite a long time to get in touch and the complaint was already closed, so I wanted to reopen it now because I've received the bill.

Hello, thanks for the explanation; now it seems clearer.

The person you were discussing is directly from the casino and has offered to continue the process to receive the money. At this point, the process is not necessarily tied to the closed complaint. However, if the casino provided this option, please respond to the casino. Please provide all required documents and get the resolver to copy the email conversation with the casino. I'll send a note too.

Hopefully this situation will, thankfully also due to your cooperation, be behind you soon.

However, the connection lies in the fact that this concerns the *closed complaint*, which I am trying in vain to reopen so that it can finally be resolved. I only received the invoice after the complaint had been closed.

However, I have now also tried to contact Verde Casino privately with the necessary documents.

Connection*

But I'm pretty sure I won't get a reply, so I wanted to reopen the complaint.

I don't think it will work without a third party....

Hello, I apologize, but I'm probably still not getting that correctly.

As Romi explained, the complaint can be reopened if you have new information regarding the nature of your complaint. May I know when exactly this person from the casino contacted you and what specifically he told you, please?

Alternatively, is it possible that you are attempting to complete the KYC process by verifying your phone number through an email to the casino, now that you have received the bill?

Romi and I would indeed like to help you, but we are not familiar with the details of your complaint and do not have access to your reopen request; therefore, our ability to understand the timeline and context is limited.

I did, however, send Jakub a note because I think that you have been trying to provide a document to the casino, although I do not fully comprehend the context.

Thank you for being patient.

The person from the casino didn't contact me at all; they don't respond to my emails at verdecasino.support.

I forwarded the invoice to Jakub via email on December 26, 2025, and have received no reply since. My casino account has been blocked, and I have no access to it.

I have been trying unsuccessfully to reopen the complaint, but this message has been displayed to me since December 26th.

Since then, I have received no response/feedback via email, nor from your employee regarding the reopening of the complaint. And apparently, the complaint is not being reopened despite the evidence. I don't know why... Although the Verde Casino representative told me in the complaint that they would pay me the money if I could provide an invoice/payment request with the specified mobile phone number from the "second account".

I had already lost access to the first account.

The thing is, I lost my phone, and the number listed on my secondary account was no longer valid. Furthermore, it was a prepaid number that required me to top up the credit myself. It was difficult to get the necessary documentation, which is why everything took so long.

I hope you can help me.

Thank you for the explanation.

I sent the mediator the note about this case; however, I do not have enough insights to take further action. I concluded that you have already provided the invoice to the Verde Casino, which was the right call.

They should respond too, I reckon.

Please wait for the mediator to get back to you.

They're not responding, and I feel completely abandoned with my problem. Even though I sent the solution, they're the only message I'm getting. Otherwise, I'm being totally ignored. They made me an offer, which I resolved, but since then, everyone's completely ignored me. Nothing's happening at all, as if I don't exist 🙁. I'm very sad about it, even though I've always cooperated well...

I’m really sorry you’re feeling this way. Being left without a response can feel very discouraging, especially when you’ve been cooperative and tried to do everything right.

As I find out, the first reopen request sadly could not be accepted, so currently, the forum itself offers limited options for action. I know that’s not comforting to hear, but it’s important to be honest about the limits here. I sent a reminder to CRC, and I anticipate any actions will take place on Monday rather than today.

Hang in there, please.

But why couldn't the application to reopen be accepted? Well, I've been at it for almost three months now, so I can wait until Monday. I also don't understand why the casino isn't responding to my emails at all.

Unfortunately, when you requested the first reopen, you didn't provide any information that was needed to reopen your case, as I see.

Please wait until your complaint resolver gets back to you. It will happen as soon as possible.