They gave me the money after I filed a complaint and they said they would lower the score.

I'm sorry, but I find that hard to believe. It may be just a wrong interpretation, so I would like to step in:

The Safety Index may be adjusted due to a complaint, but only when the complaint gets closed. However, one complaint is usually not enough to lower the Safety Index that significantly.

Not sure whether I already posted it in this thread, but this is basically how it works:

"Black points are a form of penalty given to casinos in our database for the way they handle the complaints submitted to our Center. They are calculated based on the disputed amount and the severity of the complaint, and each black point directly influences the Safety Index of a casino. The more black points the casino has, the lower its Safety Index will be."

I hope the casino will work out the process fast.

Good catch!

It's because the experiences have to be proven through the complaints first. What may seem like a scam could just be a delay, and so on. For example, according to the user reviews, this casino is doing pretty badly in terms of support and is slow. So, if you expected something else, I think you should consider reading the user reviews too. What do you think?

So the problem could be that people do not file formal complaints despite seeing the numerous conflicts of this casino?

That everyone should file a complaint and thus know for sure whether the casino deserves that rating or not. In my particular case, they have not yet responded and they do not respond to my emails.

Just a delay?... They don't respect their terms and conditions, they don't provide documents as proof of payment. And it has a review of 9 out of 10, it doesn't seem fair to me and as you can see we are not the only ones. So far they haven't paid me what I am supposed to... it's very frustrating to go into support every day and be told to wait and that they are going to send me a response to the email, which is why they never respond.

File the complaint

I already sent my complaint two days ago. I'm waiting for help.

Perfect...it's been like two weeks...the casino still hasn't responded and I don't think they will.

I guess that's how they'll give it the score it deserves...what I'm not sure about is if that worries them.

Yes. That may very easily become the issue we need the players to realize. For example, complaining on the forum is good for spreading awareness throughout the community. Submitting the user reviews may also have a good impact.

Yet in order to investigate the casino's concrete actions, we need player's direct cooperation. Imagine how that would sound if we reached out to the casino representative, saying, "Many players have lately been posting on the forum about withdrawal delays. What is happening?" We would get a general response or a request for details to identify the players, which we could not provide for at least two major reasons:

• no identification is required to post on the forum
• without player's consent, we can't share details with anyone

Every time I spot a group of players posting about similar issues, I try to ask my colleagues from the affiliate team or Data Team whether they are aware of any issues regarding the casino. The truth is, however, that the officially submitted complaint through Casino Guru Resolution Center is a far better option; anyone can see it even if the conclusion has yet to come.

I hope it makes sense. I'll be here if you need me

Exactly. Using the worst and most succinct description possible, I would say:

More ignored or unresolved complaints with the highest disputed amounts is the fastest way to ruin a casino's Safety Index.

May I ask you kindly to read this thread, please?

Or at least the last page. We had this discussion just before you joined. It actually continues. I believe we are far beyond terms and conditions, and I understand your frustration. On the other hand, despite the terms and conditions of any casino, we provide casinos with 14 full days to pay out players. We believe it is enough time to resolve KYC, additional checks, or any other struggles within a reasonable scale. Of course players expect casinos to comply with their own rules, and I could mention that online casinos usually have that covered in the terms and conditions too. But that is not necessary to bother you with that now.

It is not a good sign if the support is not sufficient enough, leaving players uninformed and helpless. I keep saying honest explanation may prevent such situations quite well.

Hypothetically, if, for some reason, any casino decides, without informing anyone, not to address the issues. How would you find out? Something like this is highly unpredictable. I bet you would not keep palying there if you knew better.

I empathize with you. Let's give the complaints the time needed, please.

Totally agree....

Your answer is very informative, as always. I hope that users understand and do so. By the way, what happens if the casino does not respond to my complaint?

In this case the complaint will be closed as unresolved and the casino will receive black points reflecting its Safety Index. It has already been said that the more serious the situation is and the higher the amount, the more the casino will receive.

Of course, if the casino fails to respond in one week, then we give them another chance for another week to do so. Occasionally it happens that it gets resolved after that time, so it's not a bad thing.

So in simple terms I would describe it like this.

Thank you for your reply. Given Malina casino's arrogance I highly doubt it will be resolved and that she cares about the black points.

I have been complaining for almost a month and I have not gotten anything clear and I have my review pending.

Hello, I have been waiting for 5 days for 3 payments of 800 euros and I still haven't received them. The customer service process says to be patient because the amount is being processed. Can you help me?

If they are going to be ignorant about it then it may not pay off much. I think every good casino should care about reputation because with unhappy players and complaints it can only get worse.

As far as your user review is concerned, this is a common practice as long as the complaint is open. We try to be fair and decide on it when the complaint is closed.??

Hi, we give casinos 14 days to pay players, so I would try to be a bit patient for now. If you go through this thread you will see that you are not the only one waiting. Was it necessary for you to verify here or not? ??