Ask the Casino Guru team (sida 15)

I have one dispute with a casino formerly licenced under CEG/Curacao, which apparently is not a valid licence anymore.

Where can I go to raise a complaint, if the casino is now under the new Curacao licence or worse, Anjouan.

Any input is appreciated.

Noah

Hej, problemet är med FunID, som fungerar med många onlinekasinon som allyspin, wazamba, posido, legiano... Jag har skickat över 35 dokument: kontoutdrag, kreditkortsutdrag, kontoutdrag från de senaste 12 månaderna från mitt bankkonto, paysafecard-konto och ID-kort fram- och baksida, ID-kort med FunID-webbplatsen i bakgrunden, utdrag från Skrill... alla dessa dokument och de verifierar mig fortfarande inte, de ber om ett dokument som inte finns.

Try to be patient, please, even though it is not easy. Our complaint team will try to get in touch with the casino soon, and hopefully we'll learn something more. 🤞

The question here is what the issue is. Is it related to your withdrawal, perhaps?

Please tell us more about it, and perhaps we will be able to help.

Hello. Hope your weekend was longer than mine.

I perfectly get your perspective, and I would prefer if the team members were capable of responding to every email they get and also had enough time to send a few more emails in specific situations, like when the complaint request is rejected or when it gets closed as unjustified. If I may, I understand that the team does care; that's not the matter here, however, fewer than 30 people are managing over 1,000 open complaints and reopening requests. That takes its toll, I'd say. Under such circumstances, when they face repetitive requests or the player feels like they are right and wants to discuss the closed matter over and over again, the team close it with one note and then, well, the end.

Yet, I empathize with you, of course. I would certainly felt the same way.

Unfortunately, as said before, we won't be able to do anything if you don't file a complaint.

Please think about it.

Hello, kindly wait for Domika to get back to you. As you can see on the timer, she has 4 days to respond. I think it is best to mention that each party (you, the mediator, and then the casino) has a 7-day period to respond; the timer will always show whose turn it is and how much time is left.

The casino has been notified, but until the first response, Dominika, find your own resolver for you; the casino is not required to respond directly yet.

Hold on, please.

Hello, Noah.

When it comes to our own complaint feature, you do not need to worry about the license because we at Casino Guru always try to settle the matter directly with the casino.

You are welcome to submit your request by using this green link 👈

It costs nothing. However, could you please tell me what issues you are experiencing with the casino? I could give you a few tips or help you avoid complaint-associated surprises.

Or, perhaps you prefer to read guides; well, if you do, here comes the best one:

https://casino.guru/complaint-resolution-instructions 👈

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The app and managers are scammers who take your money after work.

Hello! To me, it seems like you may have some issues with casinos. Care to say a bit more, and more coherently, please? Maybe we can help you.

Try us.

God morgon, jag vill tacka dig för din uppmärksamhet och ditt svar.

Jag tänkte att när vi klagar så kan man ingripa efter 7 dagar.

I mitt fall har de 7 dagarna gått, din kollega frågade mig om jag hade fått pengarna och jag sa nej.

Enligt hennes meddelande har mina kommentarer fortfarande inte godkänts och jag har inte fått något svar.

det ser ut som att det kommer att bli en ganska lång process.

Tyvärr har jag väntat på att Supabet ska behandla beloppen sedan den 28 juni.

Hello, I'm glad to help because I would, given the circumstances, feel the same. I apologize, but you are absolutely correct. Most complaints are time-consuming. Generally, it is because the resolvers or mediators have to build a perfect understanding of the events so they can effectively communicate with the casino when the time comes. However, in this particular situation, you have received a response that was generated automatically. The Team uses it when those 14 full days are near.

But do not worry, please. I sent Dominika a note. I believe and hope the situation will escalate quickly so you can stop thinking about this casino issue as soon as possible.

Tack för din uppmärksamhet och tack för att du kontaktade din kollega för att få hjälp. Problemet har dragit ut på tiden i ungefär 17 dagar, vilket är utmattande eftersom casinots svar alltid är detsamma.

tack än en gång för din uppmärksamhet

Good day to you. No problem at all, of course; glad to do my part.

You know, I still find all these delays and behavior quite strange. We live in a super quick world, where everything, even the feeling of luck and happiness, is supposed to be instant, but on the other hand, the casino is not able to find a working solution for more than 17 days... It just seems like they are not that open-minded or have not been trying very hard to pay out the money. This is just my opinion, of course. In any case, be strong; my colleagues will try to help.

Jag har redan svarat din kollega, jag har lagt upp skärmdumpar från konversationen men din kollega har inte svarat än.

har du någon aning om hur lång tid det tar att slutföra processen?

I would appreciate it if you could refrain from spamming the forum. Keep it here, finally. Thomas will reach out to you eventually. We do not delete complaints here; instead, as you can see, all your complaint posts were hidden as private. That's all we can do.

Furthermore, since you deleted your forum posts too, the context is lost. You really do not have to do that without a good reason.

I appreciate your understanding.

Hello, let me help out, please.

Each party has 7 days to respond. I suggest you consult the complaint timer. As you can see, not all your complaint posts were made public; instead, it says "waiting for approval." that means that you need to wait until the complaint handler reads all the updates and gets back to you. Of course, at this stage no one can tell you when your complaint will end—it's a process.

Try to be patient, please. 🙏

Wait for Tomas to get back to you, please. Don't delete other forum posts; it complicates the conversation and how to help you. Thank you.