Ask the Casino Guru team (side 24)

Hi, I already replied to your post in other thread.

So keep conversation with me there please. 🙂

Hi, I made a complaint 3 days ago. How long usually it takes to respond ? I have sent an email also.

Hi, I see the complaint progressed a bit further. For better orientation in each phase, I would recommend checking out the timer. In general, each party has 7 days to respond while the timer is running for that specific party. Mediators constantly try to respond before the timer runs out, but sometimes they need the full limit.

the same goes for casino representatives in, let's say, the later phases.

Hope it helps a bit.

I wasn’t able to get my complaint to work after filling everything out. 2 times

Hello, can you be more specific, please? You see, the better you describe the matter, the better chance we can help with a solution. What seems not to work in particular, please? Don't hesitate to upload a video or at least a well-described screenshot, and I'll do my best to help.

Hi I submitted a complaint on September 17th and it still says under review. Is it normal to take this long in the past I submitted a complaint and I got a reply in less than 24 hours.

Hi. Yes, that’s usually how it works. A complaint first goes into review before it is either accepted or rejected, so there can be a bit of waiting involved.

Weekends can slow things down as well, since fewer resolvers are available, and if there are a lot of complaints in the queue, it may take a little longer before the team gets to yours.

In any case, I can already see a complaint from you that is visible now, so I believe everything should be fine. Hopefully it’s the one you were referring to.

If not, just let me know and I’ll take another look and try to find out what might be going on.

Hello everyone! I have been battling a dispute with Ritzo regarding a bonus round on a slot called Lucky Barrel Tavern where in the last spin of the bonus (free spins) round, I get cumulative multipliers and tumbles yet its the only spin where the multiplier (676x) is not applied to the ammount won in the spin. Can someone check the video of the bonus round and let me know if Ritzo is correct when they say that the multiplier was not added because: "They confirmed that the game round in question is 80-crtkc8ff-32457408966.

I have the video of the bonus round and tried to attach it but not sure if it will be delivered.

I understand why this was confusing, especially because you had reached a cumulative multiplier of 676. It may seem like this multiplier should then be applied to your total winnings, but that is not how the multiplier works in this game.

During the Free Games, any multiplier symbols that appear are added to your cumulative multiplier. This multiplier is then carried over to the next Free Game.

In your case, the cumulative multiplier reached 676. After that, there were two more spins, but no new multiplier symbols appeared on either of those spins. Because of this, the 676 multiplier was not applied to those two spins.

Most importantly, the 676 multiplier is not meant to be multiplied by your total winnings from the whole Free Game round. It only works according to the specific game mechanics when the relevant multiplier symbols are triggered.

The game provider checked the complete game session and confirmed that the total win for the round was 189.60 NOK.

I completely understand why you expected the 676 multiplier to be applied to your total winnings, as seeing such a high cumulative multiplier can understandably give that impression. However, the provider has confirmed that this is not how the multiplier works in this particular game."

I really would love some assistance on this matter.

Thanks in advance.

Best regards,

Mónica

Hello there and thank you for sharing. I understand this is about deciding whether specific bonus rounds reflected the bonus multiplier during the last free spin. I'm not entirely sure whether the spin and multiplier in question was already investigated by the associated game provider. To me it sounds like it was; is that correct, please?

In my opinion, the game provider is the most suitable authority to decide on such a claim.

What do you think?

I also see nobody replied and the timer is running out

Hej, kan nogen hjælpe mig med, hvordan man indgiver en klage over et casino for en uberettiget betaling?

Hello,

It is not always possible for the meditator to respond quickly, but I am glad you are now in contact again.

Hi, may I know what happened to you? I'm asking because there are few rules that can be unexpected and since you're asking, we can take a closer look at the situation.

In any case, the instructions are here 👈

Let me know, please.

Jeg har allerede indgivet klagen, og Casino Guru gav mig vejledning ... mange tak.

That's great! You are welcome.

The casino may still sort this out sooner, and the complaint will be unnecessary, with luck.

I'm saying that because that's usually the quickest way.

Can you perhaps share more about the delayed payment here on the forum? Only if you want, of course.

Request to review rejected complaint against 1xBit (cold case):

My complaint against 1xBit was rejected as a "cold case". I would like to request a review: the dispute has been active continuously since March, and the casino's final answer was sent on 1 May 2026, less than six months ago. How can I submit my arguments to the complaints team?

Hello, please provide this explanation either through the reopen request button or by sending it via email to the former mediator. I can see the casino has no response policy for complaints, though; that's really not good.

Thank you, Radka, for your help! Unfortunately my complaint does not appear in my profile, and the rejection email (from no-reply-complaints@casino.guru) has no link or mediator contact. It was submitted with the email migparo@gmail.com, against 1xBit. Could you share the link to the complaint or the mediator's email address, or forward my reopen request? My arguments: the dispute has been active continuously since March, and 1xBit's final answer ("it cannot be disputed") was sent on 1 May 2026, less than six months ago.

Oh, I'm sorry; it means it was not a complaint but rather a request that has not made it through. Thank you.

The problem is that in such a case there is no way around it. I understand that for you the situation has not ended, but it does not mean we can add anything from our side. That's why we inform the players in advance that we cannot investigate cold cases. It's for example, not related to the fact that you have been in touch with the casino, which shows that you keep the communication channel open, while the casino says "it cannot be disputed." It's very likely you haven't been waiting for a process whose conclusion affects the outcome.

The way I see it, based on the nature of your claim, the decision has been made and my colleagues cannot support you in this. Therefore, the request was rejected.

I was initially very satisfied with VIP Hive. In the beginning, withdrawals were consistently processed and received within around 30 minutes, which is why I considered the casino reliable.

Unfortunately, things have changed completely. I requested my latest withdrawal on October 1st, and it was approved by the casino. Today is October 7th, and I still haven't received my money. A full week has passed since the withdrawal was approved.

What makes this even worse is the customer support. I have contacted them several times, but I get absolutely no meaningful answer. They simply keep saying that the issue is with the payment provider, but they cannot provide any proper explanation, update, or estimated timeframe.

If withdrawals used to arrive within 30 minutes, I find it completely unacceptable that an already approved withdrawal can take a full week or more, while customer support practically ignores the problem.

I am extremely disappointed because the fast withdrawals were one of the main reasons I trusted VIP Hive in the first place. At this point, I can no longer recommend the casino. A full week waiting for an approved withdrawal is ridiculous, and the lack of proper communication from customer support is even more disappointing.