No response from employee (page 2)

I believe that you should better keep those to provide to your complaint resolver and not here on the forum. We are unable to do much with it, you know.

Okay, I already sent him that on December 26th. As I said, unfortunately there's been no further response and the complaint hasn't been reopened since. Best regards.

I understand your point of view here, but we have our guidelines, and we need to stand by those.

Your case is already being reviewed again, but you need to be patient. The complaint resolver assigned to this is on holiday now, as I looked again into it, so he will get back to you whenever possible.

Please also understand that we have hundreds of complaints we need to deal with every day, and it is impossible to concentrate only on one, even though it is understandable that from your point of view it is completely different and surely not easy.

Yes, I will wait then. I understand that you are very busy and I see all these complaints, which is unfortunate. I think you are doing a great job helping people get their money back.

I will now wait for a reply...otherwise, if I don't receive one, I will contact you again.

Best regards

Thank you for your kind words. We always keep fair play as our priority, of course.

Surely don't hesitate to contact us.

May I ask again how long it should take to receive a response?

Because I've been waiting for a reply since December 26, 2025; you said the employee is now on vacation....

I feel like I'll never get my money back otherwise, since the complaint was filed almost 3-4 months ago.

Let me try to find some solution and ask my team what can be done for you.

Your complaint resolver is out of work due to an accident he unfortunately had while on vacation.

I will try my best.

Thank you Romi for your effort 🙏

No worries.

Wishing you good luck with your case.

Can you tell me in what timeframe Kubo will be back? The complaint has been reopened, but unfortunately the timeframe has now been extended again. It's now the 10th day that I'm waiting for a response from Kubo 😕 or rather from the casino.

Or would it be possible for someone else to take over the case?

Best regards

Hi, I believe Kubo will reply to you according to the timer, which has been extended. If this does not happen, please come back and I will try to ask if something can be done about it. 🙂

Okay, that would mean two more days until the third extension 😕. Otherwise, I'll get in touch again; it's such a shame...

I hate to ask, but could someone please look into my case? This casino is truly beyond words... they made me an offer to pay out money upon receipt of my mobile phone number, I provided the evidence, even though it took a long time, and now they're referring to the offer to leave €250 in my player account.

An offer that Verde Casino made me later, where I couldn't verify my mobile number....

And that offer is still valid, I don't understand it... Why don't they get a black one?

Kubo has already replied and invited the casino to join the conversation, so let's hope we can move forward.