Ask the Casino Guru team (side 15)

I have one dispute with a casino formerly licenced under CEG/Curacao, which apparently is not a valid licence anymore.

Where can I go to raise a complaint, if the casino is now under the new Curacao licence or worse, Anjouan.

Any input is appreciated.

Noah

Hej, problemet er med FunID, som fungerer med mange online casinoer som allyspin, wazamba, posido, legiano... Jeg har sendt over 35 dokumenter: kontoudtog, kreditkortudtog, udtog fra de sidste 12 måneder fra min bankkonto, paysafecard-konto og ID-kort for- og bagside, ID-kort med FunID-webstedet i baggrunden, udtog fra Skrill... alle disse dokumenter, og de bekræfter mig stadig ikke, de beder om et dokument, der ikke findes.

Try to be patient, please, even though it is not easy. Our complaint team will try to get in touch with the casino soon, and hopefully we'll learn something more. 🤞

The question here is what the issue is. Is it related to your withdrawal, perhaps?

Please tell us more about it, and perhaps we will be able to help.

Hello. Hope your weekend was longer than mine.

I perfectly get your perspective, and I would prefer if the team members were capable of responding to every email they get and also had enough time to send a few more emails in specific situations, like when the complaint request is rejected or when it gets closed as unjustified. If I may, I understand that the team does care; that's not the matter here, however, fewer than 30 people are managing over 1,000 open complaints and reopening requests. That takes its toll, I'd say. Under such circumstances, when they face repetitive requests or the player feels like they are right and wants to discuss the closed matter over and over again, the team close it with one note and then, well, the end.

Yet, I empathize with you, of course. I would certainly felt the same way.

Unfortunately, as said before, we won't be able to do anything if you don't file a complaint.

Please think about it.

Hello, kindly wait for Domika to get back to you. As you can see on the timer, she has 4 days to respond. I think it is best to mention that each party (you, the mediator, and then the casino) has a 7-day period to respond; the timer will always show whose turn it is and how much time is left.

The casino has been notified, but until the first response, Dominika, find your own resolver for you; the casino is not required to respond directly yet.

Hold on, please.

Hello, Noah.

When it comes to our own complaint feature, you do not need to worry about the license because we at Casino Guru always try to settle the matter directly with the casino.

You are welcome to submit your request by using this green link 👈

It costs nothing. However, could you please tell me what issues you are experiencing with the casino? I could give you a few tips or help you avoid complaint-associated surprises.

Or, perhaps you prefer to read guides; well, if you do, here comes the best one:

https://casino.guru/complaint-resolution-instructions 👈

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The app and managers are scammers who take your money after work.

Hello! To me, it seems like you may have some issues with casinos. Care to say a bit more, and more coherently, please? Maybe we can help you.

Try us.

Godmorgen, jeg vil gerne takke dig for din opmærksomhed og dit svar.

Jeg tænkte, at når vi klager, kan man gribe ind efter 7 dage.

I mit tilfælde er de 7 dage gået, og din kollega spurgte mig, om jeg havde modtaget pengene, og jeg sagde nej.

I henhold til hendes besked er mine kommentarer stadig ikke blevet godkendt, og jeg har ikke modtaget noget svar.

det ser ud til at blive en ret lang proces.

Desværre har jeg ventet på, at Supabet behandlede beløbene siden den 28. juni.

Hello, I'm glad to help because I would, given the circumstances, feel the same. I apologize, but you are absolutely correct. Most complaints are time-consuming. Generally, it is because the resolvers or mediators have to build a perfect understanding of the events so they can effectively communicate with the casino when the time comes. However, in this particular situation, you have received a response that was generated automatically. The Team uses it when those 14 full days are near.

But do not worry, please. I sent Dominika a note. I believe and hope the situation will escalate quickly so you can stop thinking about this casino issue as soon as possible.

Tak for din opmærksomhed, og tak fordi du kontaktede din kollega for at få hjælp. Problemet har trukket ud i omkring 17 dage, hvilket er udmattende, fordi casinoets svar altid er det samme.

tak endnu engang for din opmærksomhed

Good day to you. No problem at all, of course; glad to do my part.

You know, I still find all these delays and behavior quite strange. We live in a super quick world, where everything, even the feeling of luck and happiness, is supposed to be instant, but on the other hand, the casino is not able to find a working solution for more than 17 days... It just seems like they are not that open-minded or have not been trying very hard to pay out the money. This is just my opinion, of course. In any case, be strong; my colleagues will try to help.

Jeg har allerede svaret din kollega. Jeg har lagt skærmbilleder op af samtalen, men din kollega har ikke svaret endnu.

Har du nogen idé om, hvor lang tid det vil tage at gennemføre processen?

I would appreciate it if you could refrain from spamming the forum. Keep it here, finally. Thomas will reach out to you eventually. We do not delete complaints here; instead, as you can see, all your complaint posts were hidden as private. That's all we can do.

Furthermore, since you deleted your forum posts too, the context is lost. You really do not have to do that without a good reason.

I appreciate your understanding.

Hello, let me help out, please.

Each party has 7 days to respond. I suggest you consult the complaint timer. As you can see, not all your complaint posts were made public; instead, it says "waiting for approval." that means that you need to wait until the complaint handler reads all the updates and gets back to you. Of course, at this stage no one can tell you when your complaint will end—it's a process.

Try to be patient, please. 🙏

Wait for Tomas to get back to you, please. Don't delete other forum posts; it complicates the conversation and how to help you. Thank you.