I can't tell you how many players have to lodge complaints and with what amounts to being obvious that this casino is not fair. A number is gained from a formula calculated by an algorithm. But as I said, it is just a portion of all the information we provide about casinos. Don't forget that, please.

Also, kindly try to consider that not every complaint is exactly the same, so it depends on the concrete complaints. I believe this is not the point anyway, as long as you feel the need to missinterpret anything I say. ?? I do not believe we have made a mistake.

I will repeat the most important part:

In order to lower the casino's Safety Index, as well as to get the issue investigated, the complaint is the best tool for that. Untill players come here to do so, we have little to investigate.

It is a bit simplified, but I feel it is necessary to say that.

Occasionally, some casinos were released with red - lower safety index. Such casinos have been introduced to Casino Guru by a group of players with already submitted complaints. So, we waited for the complaints to end, and then the rating was set to a very low amount in proportion to the overall black point amount escalated from the complaints.

This is nothing weird, as long as players may submit complaints against unlisted casinos.

Congratulations to you. I just like to say that I hope the casino will improve their efforts to pay out.

I withdrew 2k of it, i had 8k . 1st time they said as a valued VIP we put the 2k through, the 2nd time they said it was prior to playing "Jack Frost" . I also had one previous withdrawal for 1250 with no issues (different session). I was shocked when they claimed I played a table game because I didn’t. They have responded on trust pilot saying they’re still working on it. The issue is, they can deem any game "table game" after your session and confiscate winnings. To have a rule that for table games you can only cash out 2x your deposit is odd anyways. (Not that I play table games, I never have) but still that’s a low amount. And I didn’t even win on the Jack Frost game. So they confiscated winnings that didn’t even come from a table game on a clean deposit. Can’t mix table/slot games from the same deposit. Terrible tactics.

In the past, it was a casino where players could withdraw money.

I also try to stay away from table games.

I am having no luck at all and they are basically just ignoring me everytime I send and email or go on the chat. They are definitely scammers

I saw that the ball is in the casino's side, so I hope they will do so and clarify the whole situation, since you can't get a response by email. 

If they do, feel free to let me know what they came up with. ??

Per Harry on chat he states they are waiting for the "processor" to reverse the transaction of the confiscated funds. That is promising, but since nothing has happened yet and I was given a timeframe of "soon" I will keep you posted.

Is this for a case you have open with them?

It is. I was told this yesterday, but nothing has been returned yet.

I understand your frustration. It's been about 3 weeks on my situation and now when i try to discuss it with them in the chat.They pretty much ignore me or give me the same d s answer. I'm hoping guru can help me with this and get it taken care of for me

Have you reached out to Rival gaming, since they claim this is who they’re discussing it with for verification? There are several online resources to contact them.

Hello,

That's great advice and I actually have already. I reached out to them via their support page for players a few days ago. I gave them all of the details of my case in the exact time that I hit the giant pot and screenshots of the winning jackpot as well and asked them if there was a glitch with their system and asked if they had spoke with elegant spins about this. Once I get that reply, I should have my answers. Of whether not elgate spins, casino made everything up or not. Which I highly highly suspect that he did, considering they still have yet to show many improve of their conversation with rival gaming, and now they're pretty much just ignoring me. I'll give it a few more days and see if I hear back from rival gaming though

They won’t pay me my winnings. Same run around for weeks now. I’ve given all the necessary documents. They just keep saying that my withdrawal is in verification for this long now I don’t think they intend on paying me anything. It’s seriously the same thing said over and over again, a promise that I will have an update within 2 to 4 hours I come back and I asked them the same thing what’s going on and still nothing they give me the same runaround

Dang! How much did the confiscate from you? You can only withdrawl 2k daily depending on your status. Maybe cancel the withdrawl and retry it. They’re obviously broke or scammers. They aren’t paying anyone. ?? they illegally confiscated 6k from me. They stated the other day the were requesting a reversal but that hasn’t happened yet.

They stole over $6500 off my account.

Great, so could you please let me know if anything changes? It would be quite promising, but we won't get ahead of ourselves until something happens.

I will keep you updated, so far nothing and anytime I go back to chat I am given zero information just a response of "You will hear soon" it doesn’t matter if I asked them the weather ??. They respond with "you will hear soon."

Ugh

I understand and it is not very pleasant I would say.

Anyway, Veronika responded to your complaint so you can answer her question too.

Hope you will hear something meaningful soon.??

Update: I was able to speak with the supervisor John today. No progress, other than he states they are waiting to hear from the tech team and he is personally handling it now, and to give them till Friday. I have updated my complaint and attached screenshots. Just more push the goalpost down the field, but getting a supervisor was promising, since all I was told for 2 weeks is there isn’t one available. Additionally, Rival Gaming did respond, and they state they have no communication with the casino. They state , "I would like to clarify that these matters are managed directly by the casino operator through which you accessed our games. As a game provider, we do not have direct access to or control over player accounts, transactions, or payouts. " So when the casino says we are in direct contact with the game provider it would appear that is a bold face lie. Which was told me several times. But now apparently they are waiting on their Tech team. ????.