Complaint rejected by casino guru

Hi. I was if any one else has had this problem.

The problem with Casino guru rejecting a complaint made to an online casino.

I was contacted by casino guru via email regarding a withdrawal denial by a casino. They asked me to send details and information about the situation I had and send any screen shots of messages I had with the casino. So I did that. Not once but twice.. and a weeks later casino guru sent me another email stating that they have extended the time to get back to them via the email that they had sent to me. So I did that again. Now it has been three times I sent an email to the nominated email from casino guru.

But some how.. they have now rejected my complaint. Stating I did not reply back within the time given to me. Which is amazing that I sent them 3 emails which was all in the time frame. Not to mention, each time I replied back was within only at most a day from receiving an email from casino guru

Why did you not respond directly in the complaint? That is also very important. It is good that you sent the requested information by email, but you should have answered Veronika’s questions in the complaint as well.

Forwarding your communication with customer support about the unusual betting activity by email was fine. However, Veronika also asked you several other questions, and you did not answer them in the complaint. It is important to read the instructions carefully and respond to everything the resolver asks.

You can now request that your closed complaint be reopened. Explain to Veronika that you sent her the email but either did not realize or forgot that you also needed to answer the questions directly in the complaint.

I sincerely hope the complaint can be reopened without any problems so that Veronika can continue investigating your case.

Thanks. I did not know you could have responded directly on the complaint page. I did include everything in email. All the details she want to know and every single chat log that i made sure to screen shot. I have also requested the complaint to be reopened as well.