Discussion about article: How we resolve complaints (page 3)

No, I've resolved the complaint and managed to submit it. As for Betwin360, I've now seen that they've only allowed withdrawals via Postepay and vouchers, and they told me they're waiting for a response from the department because it still doesn't work with cards and bank transfers. Does maintenance normally take this long? Are you saying I shouldn't worry? Because I now have a balance of €1,000 and I'm afraid of losing it.

Well, anything can happen, so I don't want to mislead you and tell you that you will definitely get your money. However, if the maintenance is also due to payment methods, then I would wait. Since you managed to open a complaint, it will be available to you, and if the casino does not want to pay you or something happens that should not happen, we will assist you. 

In any case, can't you withdraw your money using one of those two methods?🙂

No, I can't, otherwise I would have already done so. I don't have a Postepay card, and the voucher is only valid if you've registered at one of their stores. And in any case, I have to withdraw the same way I deposited. But I have a question: if the problem is maintenance and they've blocked card withdrawals and bank transfers, why does the deposit work the same way? This is what worries me and makes me wonder.

If the issue is really maintenance, it is strange that withdrawals are blocked but deposits still work. Normally, during genuine maintenance, both should be limited or temporarily unavailable. When only withdrawals are affected, it raises doubts because it means the system can still take money but not give it back. That's my opinion. On the other hand you told me that also withdrawals are possible with these 2 methods

You’re right to be worried and to question it.  But as I said if problem still persists, we will be here to help you. 🙂

So hopefully everything will be alright.

Good morning, unfortunately nothing yet. They added PayPal to the withdrawal options yesterday, but since I can withdraw the same way I deposited, I absolutely need the card method, which still doesn't exist. I have a €1,000 balance. I hope everything goes well, but I'm worried. Customer service isn't responding.

If they have maintenance it is normal that they won't respond every time. We need patience.

Also, you don't want to withdraw by another method or you can't?

They told me that I can only withdraw with the same method I deposited with, to try to withdraw with PayPal I would have to deposit with the same one and honestly put more money having €1000 of blocked balance bothers me a bit

but is the site still under maintenance for you?

Sure, that's understandable.

As for whether it's still under maintenance, I tried it and the page loaded for me. Is it loading normally for you too?

Did you ask them, or try writing to them and asking when other payment methods should be available, if at all?

These are their responses from the last 5 days, but the card deposit works. I don't understand.

Well, based on what they wrote back to you, it's pretty clear to me. Support told you that not all payment methods are currently available and that they are working on adding them back. 

So you have to be patient. The fact that they are depositing is probably normal at this stage because they probably don't have any overall casino maintenance now. But in some areas, such as payment methods, it may still be ongoing. That's why it's possible to deposit, but I would do the same as you and wait until you manage to get your money. 

I can't stay calm, this morning they added PayPal, now they removed it again and only Postepay and vouchers remain. It's Friday, Saturday and Sunday for sure there will be no assistance and I still can't solve the problem.

5 days is a long time for a casino site to not be able to withdraw, something is wrong.

But if so, how could you help me? I don't know who else to turn to.

I found the article pretty helpful. It’s good to see a clear breakdown of how complaints are handled. Transparency like this makes the whole process feel more fair and easier to understand. As long as cases are reviewed properly and communication stays open, I think most people will feel more confident in the system.

I don't know why they removed this method, but it probably isn't a problem for you since you said you wouldn't use PayPal anyway. 

You have an open complaint, which means we will try to help you, and at the top right of your complaint you will see a timer that the answering party has. 

Unfortunately, this is not the only complaint that is open, so you will have to wait.

Hi, I should have received a response to my complaint by Sunday the 11th. It's the 15th, and I haven't received a response from Casino Guru, Matej at Casino Guru via email, or the casino itself for days. What should I do? What should I think?

I see, and I'm sorry for the delay. It is because Matej was traveling, so as I can see, he didn't respond yet.

Please stay patient, and he will contact the casino soon.

Perfect, thanks! I also apologize to Matej if I seemed pushy or rude, but this is really annoying for me.

Do not worry at all; we understand how frustrating it must be.

And surely no one likes delays, right?

Clear! 😃

I'd also like to apologize to Matej, but I don't want to clog up the complaint thread or his email inbox, so if that happens, please extend my apologies: I didn't know he was traveling!

All good. Now we have to wait for the casino representative to reply.