Ask the Casino Guru team (side 13)

Hi Radka,

Thanks for explaining. However, I preder to use the same text on the previous complaint that got rejected before publishing. Thats why I prefer to get that complaint re activated and add the text to approve the complaint.

Please know that I get your point, and I understand your frustration. It is just that this really might happen sometimes, and especially now during the summer when many people are on holidays and there are fewer employees, you know.

Hopefully, though, this won't last long, and you'll get your money soon. 🤞

Hi!

I see. In my opinion, this is not the best solution. Let me explain why:

Unpublished complaints have never gotten assigned a direct resolver because those cases did not pass the requirements. Hence I can't point you to a concrete person.

In my opinion, it would be better to submit a new request, add the explanation you mentioned up front, and then demonstrate what has changed or why you believe the case fits the criteria now. Simply anything you believe you missed in the first request, include as the opening of the second attempt. Then you can paste the original text.

What do you think?

Jeg har ventet i 13 dage, og det er det...

Når siden siger, at den betaler inden for 3 dage, og jeg har ventet i 13, kan jeg ikke tro, at jeg får pengene.

I will try that thanks a lot!

Update!

I just got a message from Vernika. Is this about changing the way the last complaint was closed? I mean, is this inquiry more about, let's say, classification of an already rejected complaint? She is aware of your request, just so you know.

Hi Radka,

No that one is fine, I was referring to another complaint which got rejected. This was rejected before being put on the Casino Guru platform.

Hi,

Aha, ok. Thanks for the clarification. I would vote for the second attempt, then.

I hope for a positive outcome and the approval of the request.

Thanks Radka,

A new complaint has been sent and I do hope that it gets approved otherwise I would like to discuss the case with the Complaint experts as I do believe that this case is justified

Jeg forstår, men der er ikke kommet noget specifikt svar fra dem. Jeg har ventet siden den 28. juni. I dag er det den 9. ... hvad kan jeg gøre nu?

tak for din hjælp

Can I ever expect a reply to my emails to casino guru all 3 of which are unanswered

Hello Youssf.

I understand your determination, but I hope you too understand you can't get any reassurance here. In the complaint process, the beliefs are not what matters the most. Just saying. Good luck.

Hello, that depends on the situation. The Complaint and Data Team may not respond to anyone directly per email yet; if it is a complaint involved, the important staff will be discussed there. The complaint thread serves that purpose. This measure is absolutely necessary given that there are over 1,000 open complaints.

Try to understand that, please.

Hello, I empathize with you. It's clear that you must exercise patience. First of all, the complaint process gives casinos 14 full days to resolve the matter on their own; after that, the complaint will be addressed and the initial part starts, so later on the casino is asked to join the complaint and secure resolution.

Inside note: once you submit the complaint, if we have registered a casino contact in our system, this contact gets notified, so if they care enough to reach out sooner, they could.

Try to hold on; the approximate complaint lasts about 22 days, I guess.

Radka sorry Im confused. I submitted a complaint. You rejected it on certain grounds that were incorrect ie were factually wrong as to the basis of my compaint. I emailed you to clarify this and confirm the basis of my complaint. So are you saying you will ignore my emails?

Jeg er 1 dag inde i min 7-dages klagefrist, og jeg har stadig ikke fået noget behandlet.

Hvad kan jeg gøre efter de 7 dage er gået, dvs. i morgen?

Hævningerne blev foretaget den 27., 28. og 29. juni.

Tak for din opmærksomhed

Jeg har præcis det samme problem som bekræftet på hjemmesiden, men der sker ingenting, de bliver ved med at bede om nye dokumenter. I de sidste 10 dage har jeg sendt dokumenter og e-mails som en gal, men de svarer mig ikke. Jeg har været på livechat mindst 40 gange, og hver gang hævder de, at de ikke har modtaget nogen dokumenter, eller de anmoder om de samme dokumenter med en anden dato. Dette har stået på i 10 dage. Hjælp mig venligst.

Og ligesom mig. Jeg har ingen løsning. Alt, der er tilbage, er at vente.

Hello Radka,

I do find it strange that my third attempt did not get approved despite my email sent to your colleagues from Complaint with the supporting evidence to make sure that all info is visible. The least your colleagues could do was respond on my mail and explain why my complaint did not get approved.