Kære 85kezz,
Vi stræber oprigtigt efter at støtte spillere efter bedste evne, men vi må erkende, at vores ressourcer ikke er ubegrænsede. Selvom Casino Guru er anerkendt som en betydelig aktør i branchen og arbejder sammen med forskellige kasinoer for at imødekomme spillernes bekymringer, er det afgørende at forstå, at vi ikke har nogen juridisk autoritet over disse virksomheder, da vi hverken er et licensorgan eller et regulerende agentur. . Jeg har gjort flere forsøg på at engagere mig i kasinoet, men desværre har jeg ikke modtaget et væsentligt svar fra deres hold. Den eneste information, jeg indsamlede, var gennem livechat, som afspejlede det svar, du modtog, men som dog ikke gav beviser for regelovertrædelser. Denne situation stemmer ikke overens med den fair praksis, vi går ind for, for at fremme et retfærdigt gamblingmiljø for både spillere og kasinoer. Desværre, uden samarbejdet fra casinoet, er vores muligheder meget begrænsede.
Da kasinoet opererer uden en gyldig licens og ikke benytter nogen Alternative Dispute Resolution (ADR) service, er der ingen spillemyndighed at henvende sig til.
Jeg vil markere din klage som "uløst" i vores system. Jeg forstår, at dette ikke er en tilfredsstillende løsning på dit problem, men faldet i kasinoets vurdering forårsaget af uafklarede klager kan medføre en ændring i deres tilgang. Hvis kasinoet beslutter at svare og løse problemet, genåbner vi klagen og giver dig besked via e-mail.
For at undgå lignende situationer i fremtiden, anbefaler jeg at vælge casinoer baseret på deres anmeldelser og vurderinger og styre væk fra disse casinoer, da de ser ud til at tilhøre samme virksomhed.
Jeg er ked af, at vi ikke kunne være til mere hjælp denne gang.
Venlig hilsen,
Michal
Casino Guru
Dear 85kezz,
We sincerely strive to support players to the best of our abilities, yet we must acknowledge that our resources are not limitless. While Casino Guru is recognized as a significant player in the industry and works alongside various casinos to address player concerns, it is crucial to understand that we do not possess any legal authority over these establishments, as we are neither a licensing body nor a regulatory agency. I have made multiple attempts to engage with the casino, but unfortunately, I have not received a substantial response from their team. The only information I gathered was through live chat, which echoed the response you received, yet did not provide any evidence of rule violations. This situation does not align with the fair practices we advocate for in promoting a just gambling environment for both players and casinos. Regrettably, without the cooperation of the casino, our options are very limited.
Given that the casino operates without a valid license and does not utilize any Alternative Dispute Resolution (ADR) service, there is no gaming authority to turn to.
I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.
To avoid similar situations in the future, I recommend choosing casinos based on their reviews and ratings and steering away from these casinos as they seem to belong to the same company.
I am sorry we couldn't be of more help this time.
Best regards,
Michal
Casino Guru
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