Discussion about article: Complaint resolution instructions

Thanks for the post, but I have a quick question: How does communication between Casino Guru and the member work? So, in terms of questions and answers,

You can communicate with us here on forum, or via email, and through the complaint thread as well.

It all depends on what kind of questions or requests you have.

Is there anything we could help you with, perhaps?

If it is related to your ongoing complaint, the best way is to contact your complaint resolver.

Good morning,

I had a bit of luck at the casino: robocat and made two withdrawals.

5.3.2025 500€

6.3.2025 500€

Both have not been processed yet

The colleagues in the help center tell me the same thing every time: "internal difficulties".

Yesterday I asked again and got the same answer, but I can't play anymore because I'm apparently banned now.

Contacted support again

Answer : internal difficulties you are not blocked

Hope someone can help me

Hello,

what an odd situation.

Well, let's try a few tricks:

Are you perhaps getting some sort of error while trying to access the site? Did you try to use a different device or browser? I understand those internal difficulties should not be on your side, though if the support says you have not been restricted, I would try that anyway.

I cannot file a complaint because it always ends with : Captcha failed

I've tried everything, it doesn't work (Firefox, Chrome)

I have that on my laptop, too. But everything works perfectly on my phone.

Unfortunately, it doesn't work on my phone either... (Galaxy S24)

The same thing is happening to me, and I've been trying to file a complaint for two days.

Hello, we try to reply to all players facing this issue. Check the other thread, please. I believe you too have already responded back.

May I kindly remind you of the update we asked you for? It is truly necessary to get this situation under control 🙏

I see that most casinos would just take, rake and accept in any way they can, mainly because the income flows, but when it comes to winnings and paying out players' money, most of them pay out shit... And they just talk nonsense and flaunt the rules, purple disgusting

My complaint has been waiting for a response from casino guru for over 2 weeks now. Which is surprising considering the circumstances

Hi, unfortunately Peter, who had your complaint, got injured and therefore it was not possible for him to continue the investigation and it has to be taken over by another colleague. I hope it will be as soon as possible and you will get an answer to your case. 

Oh man. I hope he is ok. Hopefully a speedy recovery so he can get back to making a real difference. And truly helping people who have been wronged by online casinos. No mater how you look at it. Cheating is cheating. And regardless of what style game it may be. That yall are here not to help. But sit back and watch other players get cheaters.

Yea it’s sad when you clearly find a site that cheated you. Have all the proper evidence. That yall just brush it off making excuses. And how you don’t care if this site continues to cheat other players. When you had a chance from the beginning but you choose not to help. And why? That’s funny. Cause yall think keno a lotto style game. Lotto style or not. It’s very clear that the casino broke the cardinal rule about Provable Fair Gambling. And that’s the player can be 100% positive that the casino won’t change the outcome to benefit the casino. 100% trust a player can have cause we are told it can’t happen. Oh but it’s very clear it did. So is it the fact that if this gets out. That it will really make the online casinos look bad because they can in fact change it. And is that why yall are making up this excuse about a lotto style game? Because I read your terms. And if lotto style games are ones you caught assists with. Why it would clearly state that. In the reasons why you can’t helped a wronged player. Because that’s a big one. Big nope it just says the reasons why you would not end up helping. Is if it was over a year ago, if I was very disrespectful to the casino support staff. Or if I didn’t give you the proper info you asked for. But no where in those terms does it state the games you will and won’t assist a player that was cheated. That clearly changes 6 rounds I should have won into losses. And yall don’t care. And are just going to sit back and let them cheat more if you beloved players here? Such doubled standards don’t you think. Cheating is cheating. They took away wins I should have won and I have the rounds showing such. Open and shut case. Easiest one yall will ever do. Because it’s provable fair and anyone can verify the results. And when 4 other verifiers show a win but the site I was playing on shows a loss. But every round before and after I was betting on the game. All 5 verifiers match up. Well it’s clear all 5 should of stay matching before, during, and after my bets. Not just the site I was playing on be different when I was actually betting those rounds. But hey it’s not your 500 you was cheated out of. That I was going to use to help my non verbal autistic daughter. Nope it was hers. and that’s what is upsetting the most about all this. Is because people don’t really care about how their actions and choices effects other people’s lives. Not one bit. And that we are supposed to just sit back and take it when someone clearly screws us over. And when we do the right thing and reach out to sites that say they are here for the player. When you have a real legit hey this is very wrong issue. They give some excuse that’s random and had it been the case it sound be stated. And it’s crazy cause it’s like I have this proof. But everyone wants me to be hush hush about it. I got kicked out of stake stats. When even the creator said I was scammed. But some of the other mods didn’t know I talked to him. And was continuing to say I was wrong. And kicked me. So it really makes me wonder if everyone is trying to cover up something. And if that was the case. Just pay me what I’m owed so I will be quite about the damn thing. But I’m not going to sit here and not defend myself. Specially when I defending what’s right. And for my family. I’m not just going to be quite about it. Because it’s cheating. So what’s y’all’s excuse to sit here and let future players get cheated. When it was brought to ur attention. Because lotto style is a joke. All gambling is lotto style. Slots when. U hit spin. It uses an algorithm. And what is that algorithm looking for to give its results? Yup numbers. So your trying to hit those numbers you want just like keno. That’s 95% of all gambling. So ur saying you don’t help any players that where cheated?

I'm sorry that it turned out this way but unfortunately our team doesn't know how to deal with such situations. Veronika explained to you why this is the case and it's probably best to try to resolve it with the game provider. 

I don't know what more I could tell you about the whole case because it would be useless. 

I don’t know how to start a complaint I can’t find the link to start one

Hello, this is the link to the complaint- https://casino.guru/complaints/all

If you need help with something, let me know. 🙂

Thank you very much, I hope I don't need it...

It wasn't for you.😉

Hi, I'm trying to communicate with Tomas but he doesn't answer my emails?

Hello, it is is associated with the complaint I would assume he will update at least in the complaint thread. I'm sorry to say that but the mediators do not have spare time to exchange emails with all the players they are or have been helping out. I imagine how it sounds, but still, this is reality. Believe me that anything important is always properly addressed, at least through the complaint. According to the timer, it takes less than a few days for the next round.

May I perhaps know the matter? If there is something I can do, I'll try.