Hello,

I submitted my complaint about Rizk Casino, it's now been 24 hours and still nothing has happened from Casino Guru. It already takes long enough for casinos to deal with complaints and this wasted added time does not help.

Whats happening?

Hi, I found the complaint in our system. It needs to be approved. Since we receive around 600 complaints per month and your complaint was submitted on Sunday evening (our local time), it's possible that it's still in a queue. Anyways, I contacted the relevant department and they should process it asap.

Hello.

Especially on Mondays, we are sometimes not able to process all the complaints. I am sure your complaint would be handled the next day.

Hi Matej,

I've used this site previously and it's been a matter of hours for things to start rolling. Now I've lost two days, the complaint still has not been looked at and then we get into the situation of you guys asking me for further information or documents which will waste another day possibly more before the complaint even gets properly dealt with.

Close the complaint down, I'll look at alternative sites.

Well, the complaint solving process is not easy, and in most cases, it is time-consuming.

We are sorry that you needed to wait. Your complaint is now closed (as you requested) 

But please let me know where you will be solving the complaint and how long it will take - maybe we can learn something and improve our process.

Considering how much time casinos usually take to reply to complaints (days or even weeks) and how much time we need in order to process all evidence and get additional info, solving complaints is usually a matter of weeks, not hours. If you think that "two lost days" is way too much, then yeah, good luck with "the alternative sites"...

Excuse me for my opinion on this.

From experience, I tell you that it took a week for a "well-known" complaint resolution page (which is not CG) to take up a case that it had presented. Only because my complaint was capitalized in the description, or because it wasn't very specific to the problem.

Then 3 weeks passed before I finally couldn't solve anything.

In "another well-known site" and with another problem I had (which is not CG) they responded to me in 4 days. And it took a month for them to tell me that the complaint was closed and that they could not do anything because the casino did not respond.

What I mean by this is that this complaint resolution is not a matter of a few hours. It can take weeks or months in the worst case.

I even turned to the licensing entity at the time. And I'm still waiting for the answer after a year.

Don't be discouraged, it takes time and patience to resolve a complaint. And I know that CG does it very hard and in the most just way.

Disculpa que opine sobre esto.

Por experiencia te comento que una página "muy conocida" de resolución de quejas(que no es CG) tardó una semana en tomar un caso que había presentado. Solo porque mi queja tenía mayúsculas en la descripción, o porque no era muy específica con el problema.

Luego pasaron 3 semanas hasta que finalmente no pude resolver nada.

En "otro sitio muy conocido" y con otro problema que tuve (que no es CG) me respondieron en 4 días. Y pasó un mes para que me digan que la queja quedaba cerrada y que ellos no podían hacer nada porque el casino no respondía.

Lo que quiero decir con esto, es que esto de resolución de quejas no es cuestión de unas horas. Puede llevar semanas o meses en el peor de los casos.

Incluso recurrí a la entidad licenciadora en ese momento. Y sigo esperando la respuesta después de un a?o.

No te desanimes, lleva tiempo y paciencia resolver una queja. Y me consta que CG lo hace con mucho empe?o y de la forma más justa.

Hello, good morning, I have created a fortuneclock account and it won't let me withdraw the money. And I called the number that he put in the contact and he tells me that there is no ... Someone who can help me ...? Thank you

Hola buenos días, me he creado una cuenta en fortuneclock y no me deja retirar el dinero. Y he llamado al número que ponía en el contacto y me dice que no existe... Alguien que me pueda ayudar...? Gracias

I'm fully aware of how long it takes for complaints to be fully resolved by these purposefully slow and the typical delay tactics used by legal and illegal casinos.

However my issue is the fact I submitted a complaint on here eager and waiting for somebody to quickly scan over my very (non-complicated) complaint, which by the way would take no longer than 2 minutes for the complaint to go from 'submitted' to 'case opened' and a quick note asking for what other information is possibly required by Casino Guru. I was sat here waiting with any documents to get things moving.

If Casino Guru have enough staff to immediately respond to forum threads (which in most cases should not be a priority) then they should be able to quickly open up new casino complaints especially non-complicated ones. I am aware staff work on here during the evenings including Sunday, plus the whole of Monday without a single bit of movement yet staff quickly responded to forum questions.

No wonder the UK Government are coming down strict on casinos these days, because players are well and truly sick of the way we are being treated. We are taken for mugs and these constant delay tactics used by casinos are truly astounding.

Wait days for Casino Guru to look at a complaint

Wait up to 9 weeks for Gam-Stop to respond to simple emails

Wait up to 8 weeks for legal casinos to respond to even the most basic and simple complaints

Thousands of dodgy casinos opening up daily with problem gamblers spending everything they have, yet the authorities and banks turn a blind eye with no enforcement action.

Even the UK Gambling Commission take up to 3 months to answer a simple email.

Oh and by the way this has been going on for years well before this plandemic.

I understand your anxiety and disgust.

But it turns out that the person handling the forum is not the same person handling the complaints.

However, if the problem is that simple, it is a matter of having a little patience.

I am sure that in a week (at most) your complaint would have been resolved, considering that you describe the problem as something very simple.

Sometimes we have to understand that we are not the only ones with complaints. And that those responsible for solving our problems also have other jobs. I'm sure they don't do it by negligence or on purpose!

Lots of strength! I hope you can solve it soon!

I've been through the same anxiety several times already, and believe me I understand you perfectly! ????

Regards!

Entiendo tu ansiedad y disgusto.

Pero resulta que la persona que maneja el foro no es la misma que maneja las quejas.

Sin embargo, si el problema es tan simple, es cuestión de tener un poco de paciencia.

Estoy segura que en una semana(como mucho) tu queja hubiera sido resuelta, teniendo en cuenta que describes el problema como algo muy simple.

A veces tenemos que entender que no somos los únicos que presentan quejas. Y que los encargados de resolver nuestros problemas también tienen otros trabajos seguramente. Estoy segura que no lo hacen por negligencia o adrede!

Mucha fuerza! Ojalá consigas resolverlo pronto!

Ya he pasado por la misma ansiedad varias veces, y créeme que te entiendo perfectamente!????

Saludos!

We have 1 person responsible for dealing with forum posts (myself) and around 10 for complaints. That's 10 people who are paid for providing service that is completely free of charge to all players. We also have Petronela who works on Sundays so people who submitted their complaints on Friday don't have to wait till Monday.

We never wait for a casino to reply for 8 weeks. It's 1 week and in some cases, we extend it to 2. When a case is sent to the regulator (MGA, UKGC etc.), we wait until they resolve it. We also communicate with them to speed up the process.

Then you should try to contact them via email or possibly a live chat.

Have you submitted all your documents?

Here I am at least a pretty courtyard of what is happening and what I've done wrong, only played occasionally with a small money until I won the 3000 €. It started with a trick first all ok and now reportedly a second reading, and I've only played on my mobile phone, no computer at home where I sometimes played tens and always blackdiamondcasino, there will be 25 free spins every week if I have won k?vik??n ??, tressi time may be I did not ever play it.

The only thing in my life that is important to me is the best online casinos.com . here I found a casino I like. Excellent quality control of integrity over the years. I play on constantly confirmed sites, make small deposits and ride at minimum speed.

Deposits are received immediately, while payment requests are processed within a day, but they are also paid without exceeding the deadline for processing applications. There are many different types of slots that are constantly updated and new ones are added. Resolving technical issues on the site is rare, but if they do occur, the issue will be resolved immediately. An excellent support service that works and solves problems literally twenty-four hours a day, 7 days a week.

Since the player requested to close the complaint before it was published, I can't send you a link to that one. It was about a casino that allowed to make a deposit to a player who was apparently blocked on Gamstop.

Hi Matej-

I submitted a complaint against Fair Go on I believe Sunday. I'm sure you guys are slammed I just wanted to let you know there's way more to it than I submitted and photos I couldn't download. Hope to hear from you soon.

Thx! Bryan

Hi Daniel- I submitted one for $4500 against Fair Go. I realize it's in submission (Ha). But please let whoever know who's handling it if they contact me. 1st. There's more to the story and I wasn't able to upload a couple of proof pics to ur site. Thx ! I really appreciate this. I know you guys are slammed

Hi guys. Just wait a bit, usually we write the first response between 24-48h. Unfortunately, complaint solving is time-consuming so please prepare for that.

No problem sir. The Londo n guy was way out of line. I couldn't Believe what i was reading.

Quick question if you can answer. The chat log you have w customer support. In other. In others say I'm having a chat w customer support. Sometimes that could be your only savior depending on what they say. They're not supposed to be able to alter those, right? That's a time stamped document for my protection and theirs.

Also, have you ever heard of support editing or just flat out deleting chat transcripts?