24 hours on my Casino Complaint

Hello,

I submitted my complaint about Rizk Casino, it's now been 24 hours and still nothing has happened from Casino Guru. It already takes long enough for casinos to deal with complaints and this wasted added time does not help.

Whats happening?

Hi, I found the complaint in our system. It needs to be approved. Since we receive around 600 complaints per month and your complaint was submitted on Sunday evening (our local time), it's possible that it's still in a queue. Anyways, I contacted the relevant department and they should process it asap.

Hello.

Especially on Mondays, we are sometimes not able to process all the complaints. I am sure your complaint would be handled the next day.

Hi Matej,

I've used this site previously and it's been a matter of hours for things to start rolling. Now I've lost two days, the complaint still has not been looked at and then we get into the situation of you guys asking me for further information or documents which will waste another day possibly more before the complaint even gets properly dealt with.

Close the complaint down, I'll look at alternative sites.

Well, the complaint solving process is not easy, and in most cases, it is time-consuming.

We are sorry that you needed to wait. Your complaint is now closed (as you requested) 

But please let me know where you will be solving the complaint and how long it will take - maybe we can learn something and improve our process.

Considering how much time casinos usually take to reply to complaints (days or even weeks) and how much time we need in order to process all evidence and get additional info, solving complaints is usually a matter of weeks, not hours. If you think that "two lost days" is way too much, then yeah, good luck with "the alternative sites"...

Undskyld mig for min mening om dette.

Af erfaring kan jeg fortælle jer, at det tog en uge, før en "velkendt" side med klageløsning (som ikke er CG), tog op en sag, som den havde forelagt. Kun fordi min klage var aktiveret i beskrivelsen, eller fordi den ikke var særlig specifik for problemet.

Derefter gik 3 uger, før jeg endelig ikke kunne løse noget.

På "et andet velkendt websted" og med et andet problem, som jeg havde (som ikke er CG), svarede de mig på 4 dage. Og det tog en måned for dem at fortælle mig, at klagen var lukket, og at de ikke kunne gøre noget, fordi kasinoet ikke svarede.

Det, jeg mener med dette, er, at denne klageløsning ikke er et spørgsmål om et par timer. Det kan i værste tilfælde tage uger eller måneder.

Jeg henvendte mig endda til den licensgivende enhed på det tidspunkt. Og jeg venter stadig på svaret efter et år.

Vær ikke afskrækket, det tager tid og tålmodighed at løse en klage. Og jeg ved, at CG gør det meget hårdt og på den mest retfærdige måde.

Hej, god morgen, jeg har oprettet en fortuneclock-konto, og det vil ikke lade mig hæve pengene. Og jeg ringede til det nummer, han satte i kontakten, og han fortæller mig, at der ikke er nogen ... nogen der kan hjælpe mig ...? tak skal du have

I'm fully aware of how long it takes for complaints to be fully resolved by these purposefully slow and the typical delay tactics used by legal and illegal casinos.

However my issue is the fact I submitted a complaint on here eager and waiting for somebody to quickly scan over my very (non-complicated) complaint, which by the way would take no longer than 2 minutes for the complaint to go from 'submitted' to 'case opened' and a quick note asking for what other information is possibly required by Casino Guru. I was sat here waiting with any documents to get things moving.

If Casino Guru have enough staff to immediately respond to forum threads (which in most cases should not be a priority) then they should be able to quickly open up new casino complaints especially non-complicated ones. I am aware staff work on here during the evenings including Sunday, plus the whole of Monday without a single bit of movement yet staff quickly responded to forum questions.

No wonder the UK Government are coming down strict on casinos these days, because players are well and truly sick of the way we are being treated. We are taken for mugs and these constant delay tactics used by casinos are truly astounding.

Wait days for Casino Guru to look at a complaint

Wait up to 9 weeks for Gam-Stop to respond to simple emails

Wait up to 8 weeks for legal casinos to respond to even the most basic and simple complaints

Thousands of dodgy casinos opening up daily with problem gamblers spending everything they have, yet the authorities and banks turn a blind eye with no enforcement action.

Even the UK Gambling Commission take up to 3 months to answer a simple email.

Oh and by the way this has been going on for years well before this plandemic.

Jeg forstår din angst og afsky.

Men det viser sig, at den person, der håndterer forummet, ikke er den samme person, der håndterer klagerne.

Men hvis problemet er så enkelt, handler det om at have lidt tålmodighed.

Jeg er sikker på, at din klage i løbet af en uge (højst) ville være løst i betragtning af at du beskriver problemet som noget meget enkelt.

Nogle gange er vi nødt til at forstå, at vi ikke er de eneste med klager. Og at de, der er ansvarlige for at løse vores problemer, også har andre job. Jeg er sikker på, at de ikke gør det ved uagtsomhed eller med vilje!

Masser af styrke! Jeg håber, at du snart kan løse det!

Jeg har været igennem den samme angst flere gange allerede, og tro mig, jeg forstår dig perfekt! 👋😊

Hilsen!

We have 1 person responsible for dealing with forum posts (myself) and around 10 for complaints. That's 10 people who are paid for providing service that is completely free of charge to all players. We also have Petronela who works on Sundays so people who submitted their complaints on Friday don't have to wait till Monday.

We never wait for a casino to reply for 8 weeks. It's 1 week and in some cases, we extend it to 2. When a case is sent to the regulator (MGA, UKGC etc.), we wait until they resolve it. We also communicate with them to speed up the process.

Then you should try to contact them via email or possibly a live chat.

Have you submitted all your documents?

Her er jeg i det mindste en smuk gårdhave for, hvad der sker, og hvad jeg har gjort forkert, kun spillet lejlighedsvis med små penge, indtil jeg vandt 3000 €. Det startede med et trick først alt ok og nu angiveligt en anden læsning, og jeg har kun spillet på en mobiltelefon ikke en computer derhjemme, hvor jeg nogle gange spillede tiere og altid blackdiamondcasino, der vil være 25 gratis spins hver uge, hvis lidt jeg har vundet lad os gå 🙂, tidsstress kan være, at jeg aldrig spiller.

Det eneste i mit liv, der er vigtigt for mig, er de bedste online casinos.com . her fandt jeg et kasino, jeg kan lide. Fremragende kvalitetskontrol af integritet gennem årene. Jeg spiller på konstant bekræftede sider, foretager små indskud og kører med minimal hastighed.

Indskud modtages straks, mens betalingsanmodninger behandles inden for en dag, men de betales også uden at overskride fristen for behandling af ansøgninger. Der er mange forskellige typer slots, der konstant opdateres, og nye tilføjes. Det er sjældent at løse tekniske problemer på webstedet, men hvis de opstår, løses problemet med det samme. En fremragende supporttjeneste, der fungerer og løser problemer bogstaveligt talt 24 timer i døgnet, 7 dage om ugen.

Since the player requested to close the complaint before it was published, I can't send you a link to that one. It was about a casino that allowed to make a deposit to a player who was apparently blocked on Gamstop.

Hi Matej-

I submitted a complaint against Fair Go on I believe Sunday. I'm sure you guys are slammed I just wanted to let you know there's way more to it than I submitted and photos I couldn't download. Hope to hear from you soon.

Thx! Bryan

Hi Daniel- I submitted one for $4500 against Fair Go. I realize it's in submission (Ha). But please let whoever know who's handling it if they contact me. 1st. There's more to the story and I wasn't able to upload a couple of proof pics to ur site. Thx ! I really appreciate this. I know you guys are slammed

Hi guys. Just wait a bit, usually we write the first response between 24-48h. Unfortunately, complaint solving is time-consuming so please prepare for that.

No problem sir. The Londo n guy was way out of line. I couldn't Believe what i was reading.

Quick question if you can answer. The chat log you have w customer support. In other. In others say I'm having a chat w customer support. Sometimes that could be your only savior depending on what they say. They're not supposed to be able to alter those, right? That's a time stamped document for my protection and theirs.

Also, have you ever heard of support editing or just flat out deleting chat transcripts?