Discussion about article: Complaint resolution instructions (page 3)

Hi Radka🫶🏼

That’s exactly the problem. Players are allowed to report casinos, but when the issue comes from the game provider itself, there’s no official space to raise a formal complaint.And if the provider is licensed, but no authority takes responsibility, it becomes a closed circle where no one protects the player , only the business licenses are protected.

Good morning, I played at an online casino, I won a considerable amount, they asked me for identification to make a withdrawal, which was successful on the day the identification was made, they closed my account before I could withdraw my winnings. When I contacted them, they told me that they were no longer interested in the area and no answer about how I would receive my winnings, only that they were looking into the matter, the same answer for 8 days.

This will be incredibly hard to prove, but if you want to blame game providers, then it would make sense to approach their regulator, if they are "legal", they are regulated. I do not know by whom, but the MGA issues such licences, many providers are head quartered in Malta.

Wow this is a great forum and I am very shocked about the posts I am finding here, this sounds incredible, please name and shame this casino.

Are you sure there is not more to that story, please take no offense, just trying to be neutral.

No, there is nothing else, I have all the evidence they need, I have successfully identified myself, they are not telling me when my winnings will be deposited, they are just trying to buy time, I don't know the reason, I gave them time to send me the deposit receipt, since they have nothing to say, are my winnings legal, if I don't get an answer, I will file a complaint and publish their information.

Do you mind sharing the casinos name?

Once they submit the complaint, I will give you the name of the casino. Thank you for your understanding.

Hey. I can see that you have already submitted a complaint here, and our team needs some additional information from you.

May I just ask if this casino is still available in your country, please?

Some of them are actually closing in your region, you know.

Based on what they told me in the chat, not in the email, they are officially no longer interested in the area.

Well, at least I hope they will pay out all the players, though.

What do you mean?

How do you get casino guru to respond to emails?

You will go to complaints, write your complaint, upload the proof of what you are saying and send it, it will be reviewed and they will respond to you.

They responded but mistated the fact ive emailed them about it but zero response.

Be patient, it will be checked and then they will respond.

How long do they normally take to respond to emails

I don't know, I'm new here too.

Hello, it was very quick for me, after one day I already had an answer

It sometimes takes a few days.

depending on what you negotiate with the casino. It's also possible that the casino doesn't respond at all, which is why it's taking so long.

I have been waiting for a response from Casino Gutu for 3 days

Theres no casino involved yet just casino guru. Have emailed three people and posted on here....zero response. Seems very unprofessional.