Discussion about article: Complaint resolution instructions (page 4)

Casino Guru a response would be nice please?????

Hello,

May I kindly ask you to remain calm? I personally am not familiar with the issue you're referring to and can only confirm that we haven't received any active complaint linked to your profile.

Please note that our team doesn't usually handle issues via email unless they’re directly related to an already submitted complaint. That’s why emails outside of that process may not always receive a timely reply.

If you could let me know what this is about—what exactly happened, when the emails were sent, and to whom—I’d be happy to get it a look for you.

Posting multiple messages in a short time without explaining the situation only slows things down on our side, I assure you.

The thing is that some casinos are closing their business for players from Greece, but we'd like to make sure that even though they will close the accounts of these players, they will pay all the amounts outstanding on the accounts.

Does it make better sense now? I hope it does.

Hi all I'm new to this forum and submitted a complaint. It was rejected on incorrect grounds.....the basis of the complaint as stated in their correspondence was incorrect so Casino Guru clearly misunderstood the basis of my claim. I have emailed them but not had a response. How quickly do Casino Guru reply to emails? Will they respond or will I get no reply. Any help would be appreciated.

I just discovered another of your posts that describes what appears to be the problem. Please keep the conversation in one thread if possible so that I can help you sort things out more effectively. I've already stated this, but you can see how ineffective it is to post in three threads that demand attention.

So, I'm sorry your case was rejected; it most likely did not meet the requirement; however, as I previously stated, responding to your emails takes time, and my colleagues will eventually decide on the next steps.

May I ask how my colleagues explained the initial rejection? In most cases, the verdict is final, though this varies depending on the nature of the complaint. Perhaps you could tell me what you intended to complain about.

Thank you.

So they rejected it on the basis that it was a complaint about a casino being unlicenced and that you cant force a casino to do anything regarding regulatory requirements.

However

A) my complaint was NOT that they were unlicenced its that they misrepresented that they were ( they do have a licence but it doesnt cover me as Im in the UK. They were fully aware ( I have proof of this ) that I was a UK based account. Not only did they not provide players any info to suggest that the licence didnt cover certain territories but even worse they proactively stated they were licenced when you were logged in as a UK player. I know with another casino whos licence also doesnt cover UK players that when you log in from the UK they remove the licence claim to make clear you arent playing at a licenced casino in regards to you as a customer since the licence doesnt cover your play. With my casino they misrepresented the situation. So its not about a lack of licence or enforcing regulatory requirements. It a plain case of misrepresentation.

B) Some transactions were disputed and the casino's own bank voluntarily ie without dispute refunded those transactions. In other words the casino's own bank has validated my complaint.

C) I fully appreciate you cant force the casino to do anything. But thats the case with all complaints. However you can assist please in reaching out to them to see if a resolution can be found.

I am not asking you to interpret any rules or regulations or take any view as to whether the licence is valid or not.

I have clear proof that the licence was not valid since its explicitly stated in regards to this licencing authority that their licence doesnt cover UK players. I also have their terms which lists restricted countries but does NOT list the UK as restricted. Why not if the licence prohibits UK players? This casino knowingly took UK players ( I have proof of this ) in violation of their licence terms. But to be clear again my complaint is not that they werent licenced or didnt follow regualtions its that they misrepresented that you were playing at a licenced casino when you werent. If Casino Guru is interested in player protection then you should please help me and at least submit a complaint to the casino. If they resolve it then great but if they dont then players should be warned that this casino engages in dishonest practices. Its one thing not having a licence its a whole different level when you proactively lie to players and provide false information. And again their own bank didnt dispute my case.

Sadly, since you keep posting in two threads, I just responded to you in the other one. My advice might help you resolve this issue. Please keep it to one thread so I can stay in touch and try to help you, if possible. 🙏

Now that we’re staying here and I have the full picture, here’s the thing I believe:

"I have clear proof that the licence was not valid since it’s explicitly stated in regards to this licensing authority that their licence doesn't cover UK players."

Yes,and this is exactly why the complaint was rejected. It falls under what we internally call a "missing license case",and that’s one of the rare cases where the complaint system must step back.

Why?

Because even if a casino misrepresents their license scope, and even if we agree that this is misleading, accepting such a complaint and pushing for a refund would effectively mean we’re endorsing freerolling—playing without risk.

From our side, it comes down to this:

The casino was able to pay you. Did you try?

You chose to play despite the missing license coverage (even if unknowingly).

So: no provable unfair advantage in the gameplay itself = not a complaint we can handle.

What you're describing: misrepresentation, false claims, and regulatory grey zones, is 100% a legitimate concern. But it's also outside of our complaint system's scope, which is focused on player–casino fairness, not regulatory enforcement.

You’re asking us not to judge legality, but the complaint itself is built on exactly that. And since that’s a legal battlefield, not a fairness one, the best course of action really is legal advice.

I appreciate your effort in explaining everything. But the complaint system is not the right tool in this case.

Thankyou for your reply. You state

"Because even if a casino misrepresents their license scope, and even if we agree that this is misleading, accepting such a complaint and pushing for a refund would effectively mean we’re endorsing freerolling—playing without risk."

"You chose to play despite the missing license coverage (even if unknowingly)."

I understand your point re players free rolling but let me address why this is both ridiculous and completely unfair.

1) Holding the casino and player to double standards.

There are many cases where a player unfairly has their winnings denied. Why? Due to them being held to terms of the casino even though those terms are completely unfair. In these cases the casino is free rolling. Some examples. Casino has a bonus with a max payout. Player takes bonus and completes wagering thus converting it to cash. They think they are now playing with their own funds so bonus terms no longer apply since they could withdraw anytime. They play and win yet are denied a cash out due to the bonus cap. But its complete nonsense as it makes absolutely no difference to the casino if you cashed out and immediately redeposited the same amount or simply carried on playing. Its clearly an unfair term designed to deny legitimate winnings yet the player is held to it and denied their winnings. Casino is completely free rolling because if player loses the casino keeps the money but if they win casino wont pay. So player could only lose not win. But hey thats ok because its the casino doing it. Or what about multi accounting. If the player did this to claim multiple bonuses then yes this is unfair. But where there arent multiple bonuses involved how is denying the player their legitimate winning fair. What advantage did the multiple accounts give the player? Answer - none. But again player is held to terms even though the result is completely unfair because hey terms are terms. The casino is agaim free rolling as if the player loses the casino keeps the money but if they win they refuse to pay and you cant go to the casino and ask for a refund of your losses because you were multi accounting and thus they wouldnt have paid out any winnings. Well heres the thing the law forms part of the relationship and terms between the player and casino. The laws says the casino cant offer the games without a valid licence so if we apply the same standards to both the casino and players then we should hold the casino to the terms of the relationship and insist on a refund just like we do when the casino is free rolling. But no you are holding players and casinos to different standards under the pretence of doing whats fair even though what you are doing is completely unfair by creating different standards for players and casinos.

2) You say you chose to play etc. Do you not see how ridiculous this statement is. If the casino misled you into thinking you were playing at a licenced casino then yes you chose to play but under different conditions to those you actually received. You chose to play at a licenced casino not an unlicenced casino. You didnt receive the advertised service.

3) You talk about enforcing fairness and unfair advantage in the gameplay. But heres the thing. How do you know there was no unfair advantage to the casino? When you play at an online casino you are agreeing to be bound by the outcome of the game engine ( usually an rng but in the case of an unlicenced casino who knows ). You do this on the basis that the games are fair and if the casino is licenced the licencing body should ensure the game outcomes are fair. So a licence helps ensure fair outcomes. And yes there have been documented cases of unfair games. There was the casino where they were double dealing blackjack. If the first card drawn by the house resulted in a player win the card was redrawn thus increasing the chances of a house win. There are many casinos who have pirated games. There are the scam casinos where the game engine is rigged. So your statement that the casino had no advantage is not fact based. You simply have no idea whether the game outcome was fair or not neither does the player know. Why because there is no licence and thus no oversight. The casino can do whatever it wants including having rigged games. What is completely unfair is holding a player to the outcomes of an unlicenced casino when this is not what they ageed to. They agreed to be bound by the results of a licenced casino. The player didnt receive the service they paid for. So its not only holding the casino to the agreed terms but one of player fairness. Ensuring the player received what they agreed.

So if Casino Guru stands for fairness then they should uphold equal standards for both the player and casino and ensure the player receives the service they agreed to.

So you see your policy is completely biased in favour of the casino.

To be continued as post limit reached.

Part two

I get you taking a stance where the casino was honest re its licencing. Its still double standards and an issue of whether the player received a fair outcome as per part one of my post. But at least you can understand the stance of Casino Guru. You knew what you were getting and all that and you could claim that two wrongs dont make a right and all that. Of course there is the question of why your country wasnt restricted in the terms from opening account. To me even if the casino presented correct licence information by not banning your country in its terms it indicates they were happy to break the law or else why didnt they include it.

But come on be fair. Where the casino lied to players how can you side with that. Its not at all free rolling because you didnt know there was an issue. Clearly if you thought there was a licence how could you have planned to free roll as since you thought there was a licence you wouldnt have known there were grounds for a refund. Free rolling entails knowing you would get a refund. If you thought the casino licenced you simply wouldnt have expected a refund. So where the casino lied its not encouraging free rolling in the slightest. And theres the issue of whether the play was fair.

Add to this the issue of your casino rankings. By refusing to take the complaint you are then not taking into account the casino being a bad player. A casino lying to customers is clearly an act of bad faith. The complaint should be investigated and where proof is provided then the safety score adjusted accordingly. But by refusing to accept the complaint you are rendering your safety scores incorrect. Casino lies and receives no consequence. How is this protecting players? Its not, its letting casinos get away with it.

Now finally there is the issue of whether you can force a casino to right the wrong. Of course not but at least you can try and if the casino doesnt rectify the situation then take the appropriate actions.

As previously mentioned the casino's own bank didnt dispute my claim so that should tell you a lot about the strength of my case.

So in summary if I was coming and saying I want a refund because the casino is unlicenced but they included your country as restricted AND displayed correct licence info then if you refused I personally think thats wrong ( assuming its clear the casino knew your correct location ) as it creates double standards and doesnt enforce fair play and game outcomes but I at least understand it. But as is the case here, where the casino has proactively misled players through knowingly false information and where they have failed to restrict your country Im sorry but your policy is in my opinion unfair and encourages double standards and unfair play. I therefore respectfully ask you to take my complaint forward.

Thanks for the extensive explanation. I want to clarify a few things, that seem to be overlooked:

1. I wasn’t the person who handled your complaint. I’m simply trying to help you understand based on what you’ve shared why the complaint might have been rejected, in case you decide to submit another one. I’m quite sure you also received an explanation from our Complaints Team.
2. As I mentioned earlier, if you believe your case was misunderstood or if you’ve gathered new arguments, the right approach is to submit a new complaint with a clearer explanation of why you’re resubmitting it. That said, the core limitation remains the same: we cannot handle cases that rely on the lack of a valid license or demand refunds based on it. That’s outside the scope of what we’re able to assist with.
3. We’re not a regulator or a financial institution. Therefore, even though you mentioned that the casino’s bank refunded some transactions, that fact alone—especially since it was only stated in text—does not affect how our system processes complaints.
4. This is the first time you’ve mentioned anything related to multiple accounts, and that’s a very different type of issue. If you believe the casino wrongfully accused you of this, that could actually be a valid complaint. But it would need to be submitted properly and not buried under several pages of arguments about licensing, banking, and refunds.
5. Lastly, I want to be clear: asking forum admins to reconsider the complaint outcome won’t help. Forum admins have no role in the complaint process, and the instructions you’ve received remain the best possible advice I can give.

I do understand your frustration. But if you want to move forward, you’ll need to focus your argument clearly, avoid legal and regulatory grounds, and follow the right channel. I wish I could do more here, but this is the reality of how our complaint system works.

I'll be back on Monday, if you need me. Have a nice weekend, please.

Good evening,

I have a serious problem with a casino. I sent them a request to close my account as I don't trust them and it worries me.

Even though I made it clear to them, they ignored my request or delayed it on purpose. In addition, I sent them an email asking them to delete my data as I discovered that its use is illegal in Greece as they do not have the appropriate license. (I did not know him)

They gave me a bonus in response. I have not deposited large amounts nor am I interested in getting them back. I am interested in having my account deleted and my data not made available.

I find it irresponsible and dangerous, especially when someone asks to be protected from themselves. They don't respect their responsibility towards the player at all.

Please help me to review the request and check their behavior. I also have conversations/screenshots that prove what I asked them to do.

Thanks for sharing your experience. I just want to give you a friendly heads-up about how we usually look at situations like this so you’re not disappointed later. Cases where players ask for refunds after discovering licensing issues or bad reviews are extremely difficult to resolve in their favor. I want to be upfront about that.

When a player registers and starts playing at an online casino, their actions are considered valid even if they later find out the casino isn’t licensed in their country or has a poor reputation. Unfortunately, that discovery doesn’t retroactively cancel gameplay or justify a refund.

From what you’ve described, it seems your request to close the account came after you had concerns about trust and safety, not because of a gambling problem or a self-exclusion request. In such cases, casinos often try to keep the player by offering bonuses, which can be frustrating but is sadly quite common in the industry.

That said, if your account closure request was clear and they still delayed or ignored it, that’s not a respectful approach. Even more so if you asked for full data deletion.

Just be aware that requesting closure and deletion doesn’t affect past gameplay or losses, but you absolutely have the right to stop playing and to expect your personal data to be handled properly going forward.

Naturally, I trust that the complaint process 👈 will fairly investigate and handle all details.

Thank you for expressing your concerns and submitting the complaint. 🙏

Hello, I am writing to you to file a new complaint regarding a well-known casino. I have won 32,500 euros. I am in the verification process and while all the documents have been accepted, they are canceling my address documents. I have sent a water bill and a bank document and without answering the e-mails I send, they are simply canceling my legal documents.

Could you tell us, though, what the reason is for rejecting those documents?

Have they clearly explained it to you?

Good evening,

Thank you for taking care of my case.

I briefly list the events in chronological order:

I made a withdrawal request from Spinaga casino.

Address verification (KYC) requested.

I sent a water bill – it was rejected on the grounds that the area appears separate from the street.

I sent a bank statement – it was rejected on the grounds that the bank is online.

I sent an electricity bill – it was also rejected for the same reason.

The reason given to me is not mentioned in the terms of use or the casino's KYC policy. All documents clearly state my full name and address, including the area.

I have also done all the verifications at the casinos with the same documents without encountering any problems whatsoever.

Recently, the VIP Account Manager (Michaela) contacted me and informed me that the issue has been forwarded back to the relevant department for review. I await a response.

I am at your disposal to send all relevant files and screenshots of communications.

My goal is to complete the verification and pay the amount I am entitled to as soon as possible.

Thank you in advance for your help.

Best regards,

How can I contact you?

Hello,

Well, it depends. Could you please explain what the matter is? Who do you need to contact?

So, in such a case, I really hope that our team will be able to help you out with your complaint.

Also please know that usually the live chat doesn't know much about withdrawals, so the best way is to communicate with the support by email.

Now we need to wait until the 14-day time frame passes so the complaint can move forward.

Good morning, 15 days have passed since 7/23 when all this trouble with verification began and I thank you very much for your immediate response.

I would like to inform you that today I spoke on live chat as I saw in the casino during verification that my account does not require verification and they confirmed to me that it has been verified. I have requested that a confirmation email be sent to me that my account has indeed been verified and that they are proceeding with withdrawals. I will inform you immediately as soon as I receive the confirmation email.

Let's not forget that we only count the working days when it comes to the processing of a withdrawal, actually.

Please stay patient, and yes, surely keep us updated. 🙏