How can I respond to a complaint?

Good day,

Kindly advise me on how I can respond to a complaint.

One user has filed a complaint against Fairspin, the casino I represent. I would like to respond to it. But there is no "Reply" button in the thread or something like this. I can't post messages. 

Please advise me on how I can submit the response to the thread: https://casino.guru/fairspin-casino-player-has-succeeded-in-opening-an

Hello Fairspin Casino. 

Thank you for reaching us. I am very sorry but we are experiencing technical difficulty with your account. I will personally contact you as soon as it is fixed.

Please, let me know if you have any questions or require further assistance. 

kun problemer

God aften!

Vi er meget kede af, at du havde denne oplevelse på vores side.

Vi arbejder allerede på at undersøge din situation og gør alt for at løse den hurtigst muligt, og så snart vi har en løsning, vil vi kontakte dig og fortælle dig om det.

Med venlig hilsen,

fairspin,

Klar. Jeg informerede dig om min tilføjelse til spillet den 28/10/2022. Ikke nok med at de ikke respekterede hende, men de holdt kontoen aktiv, hvor jeg indsatte mere end 5000 dollars i mellemtiden. Jeg har en afventende tilbagetrækning siden 29.10.2022, hvilket de heller ikke gjorde, og de har gjort grin med mig. Hvorfor accepterer de ikke bare kryptovalutaer? Tager du imod dollars og euros? Men så er det svært at betale, er det ikke?

Din opførsel er bare skamfuld.

alle burde vide, hvordan du handler

Like you resolved my problems ? My complaints is still open in casino guru and you never replied.

My problems :

I open an account and asked if you accept french and about the withdrawal delay and you were ok.

Few weeks after I had a problems with deposits. I deposit several times and on your casino the page of payment stayed blank, so I did again, and my bank account was debt for all amount ! I've contacted you on chat, and you said you need to investigate. I've sent all proof, and debt (same time as the others) and you were able to compare and even checked with logs and bets.

You said it was credited and Iv'e played it, which has no sence with the bet..

On the same chat, Iv'e ask you about KYC and you told me, I can't because I'm french, and that I couldn't withdraw more than my deposit, but only less...

Its a total scam... Casino Guru is aware and saw all screenshot.

I just want my money back.

Hello,

I just want to correct you a bit. You have probably missed this answer:

Kindly check your complaint, the team is working on that.

Hi,

I've sent all screenshot and reply to that by email, can you check or do I have to reply using the link ?

Hi,

I can see your last response, so I'd say that the complaint is in order. I think that Nick should respond to you soon.