Hvornår vil nogen modtage hjælp?

Hej alle. Har nogen erfaring med at indgive klager? Jeg har indgivet en klage, men udbetalingen har ikke været på min konto i to uger nu, selvom den blev bekræftet. Hvornår eller hvad skal der ske, for at Casino Guru kan acceptere sagen og hjælpe? Jeg har ikke hørt noget fra dem, og jeg ved ikke, hvad der sker nu, eller om der overhovedet vil ske noget. 🤔

Hello, I do understand very much from this description, but if you have concrete questions about a concrete complaint, we can look at it together.

I see your complaint 👈👈without any issues; all is well and the timer says, "Casino Guru has 4 days to respond."

Perhaps you are not yet familiar with the time frames; this quote from the complaint guide may help:

Step 1: Player fills out a complaint form and submits it.

Step 2: We analyze the complaint and player's responses in the form and take a look at the casino and its T&Cs.

Step 3: We write a complaint description for our system and ask the player any additional questions to understand everything well.

Step 4: Based on everything we know, we try to give advice to the player to see if the situation can be resolved easily, without contacting the casino.

Step 5: If it is needed, we invite the casino to join the conversation and provide their side of the story.

Step 6: Based on the outcome, we close and classify the complaint, which will influence how the casino's Safety Index will be affected.

Kindly note that each party currently has a 7-day period to respond, and you can keep track of checking the complaint timer. Every time your attention is needed, you will be notified.

There is no need to worry, I presume.

Hej Radka.

Alt er godt og vel. Der er nu gået syv dage fra din side, og siden den 21. maj har jeg ikke vidst, hvad der skal ske nu, om der vil ske noget, eller hvad jeg ellers skal gøre for at få hjælp 😔

Hello, do not worry, please. I checked your complaint and just yesterday you were assigned the mediator. Tomas responded to you, and from now it all proceeds to the next step.

"This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands."

There are no actions needed.

Tak for svaret, Radka. Jeg så i går, at Tomas svarede og videresendte sagen til Samuel. Hvad jeg ikke var klar over, er, at det nu vil tage yderligere 7 dage, før du eller Samuel svarer. Det trækker naturligvis tingene lidt ud. 🤔

Hello, I see.

Well, that's why we provide the guide on our website. I'm afraid that a complaint is not the same as communication in a forum, and those steps and timelines are mentioned there.

I understand it is inconvenient, but fewer than 18 people are currently handling all running complaints. There has to be enough space to check on every player's case and also to move things forward.

I appreciate your understanding.