Thank you for your response. I would like to clarify that all relevant evidence has already been submitted to Veronika (Complaint Resolution Center Deputy Team Lead), and I am currently awaiting her response.
I will continue to follow the official complaint process and will provide any additional information if required.
Well, do not worry; all that information is already here on the forum.
Thank you for your reply.
I understand that all the information is already available on the forum. However, I would like to clarify once again that my complaint is strictly related to the actions of the Pinco casino operator, not the game provider.
My account was blocked and access to games was restricted shortly after my gameplay session ended, which is clearly a direct action taken by the casino itself.
Additionally, I have already submitted all relevant evidence via email to Veronika from your Complaint Resolution Team.
As a regular user, I would like to express my respect for your platform and the work you do. I believe Casino Guru is a valuable and trustworthy service, and I rely on your professionalism in handling cases like mine.
For comparison, I also submitted my case to AskGamblers, however, my complaint was rejected without sufficient justification and with what appeared to be a one-sided approach. Despite this, my trust remains fully with your platform.
Therefore, I sincerely expect that my case will be handled with proper attention, objectivity, and responsibility.
At this stage, I kindly ask you to confirm:
Thank you in advance for your support.
Okay, I see. All cases are handled with proper attention and objectivity, but I cannot promise you a positive outcome. Let's see what will happen.
Dear Radka,
Thank you for your response, however, I must express my serious concern regarding the handling of my case.
I have already provided all necessary and verifiable evidence to Veronika, as requested. Despite this, more than 48 hours have passed and I have not received any response or update. This lack of communication raises questions about the transparency and seriousness of the review process.
Please understand that this matter is not based on assumptions, but on clear, documented evidence. Therefore, a generic or neutral response such as "we will see what happens" is not acceptable in a case of this scale and seriousness.
I expect:
A clear confirmation that my evidence has been reviewed
A justified and transparent position regarding my case
An explanation for the delay in response
If this matter continues to be handled without proper attention and accountability, I will have no choice but to escalate it further through public platforms, media channels, and relevant regulatory bodies.
I am requesting a professional, evidence-based response within a reasonable timeframe.
Kind regards,
Ekber Aliyev
Dear Ekber, In my opinion, you are not familiar with the specifics of the complaint process, which has led to different expectations. The thing is that the complaint is a turn-based process; each party has 7 days to respond. You can always track the progress by checking the complaint timer.
In light of this fact, please do not expect your case to advance further in terms of hours.
You attempt to apply pressure through some public channels, obviously arising from a lack of knowledge. This happens, but it can be framed properly:
Kindly read the guide wbout how the complaints work 👈
I sincerely appreciate you taking time to read the guide; thank you.
Also, we will surely see what is going to happen, because as explained earlier, the complaint outcome is always uncertain until the conclusion is made. Please be patient and tolerant towards our procedures.
Dear Radka,
Thank you for your reply.
I understand the complaint process, including the standard 7-day timeframe. My concern is not about waiting, but about the fact that the main points and evidence I provided have still not been properly addressed.
I have already submitted clear and verifiable proof supporting my case. However, the responses from both the casino and the platform remain quite general and do not directly respond to the specific evidence.
This is my main concern.
I would also like to mention that I was contacted by a representative named Elmir from an international number. During the call, I explained everything in detail, but the call was unexpectedly disconnected and there was no follow-up afterwards. This raises additional concerns about how my case is being handled.
I want to emphasize that requesting transparency and an evidence-based review should not be seen as applying pressure. It is simply a fair expectation, especially considering the amount involved.
Therefore, I kindly ask for clarification on the following:
I respect the process and I am willing to wait, but I expect a fair and professional review moving forward.
Kind regards, Ekber Aliyev
Dear Ekber, this is again information for the mediator, not for me. Can you kindly keep in mind that as was explained, this is a forum and is not an additional feature of the complaint? I understand that you have your expectations, and I also sent you a guide to help narrow them down.
Thank you.
Dear Radka.
Thank you for your clarification. I understand your point and appreciate your guidance.
I am aware that this forum is intended for the mediator, and my intention is simply to provide clear and relevant information to support the review process.
My goal is only to ensure that all relevant details are clearly presented so the mediator can have a complete and accurate understanding of the case.
Thank you again for your support.
Kind regards,
Ekber
Hello, that's exactly the point: the forum is "not intended for mediators," and in each and every post you just repeat your goals or hopes. I believe we all understand what you seek. No need to post such statements until the very end. If you want to talk like one person to another, you are welcome to do so; otherwise, those posts have little value because there is nothing to add anymore. 🙏
Thank you for your understanding.
Hello Radka,
Thank you sincerely for your message and for taking the time for me.
If my previous posts seemed a bit repetitive, I apologize for that. My intention was simply to explain my situation more clearly. I truly appreciate your patience and understanding.
It is valuable for me to communicate with people like you who approach matters carefully. For this reason, your opinion and perspective are important to me.
From now on, I will try to be more concise and to the point. If you have any suggestions or personal views regarding this matter, I would be glad to hear them.
Thank you once again and I wish you a pleasant day.
Thank you kindly for your understanding, and let me wish you a pleasant day too!
Δωρεάν επαγγελματικά εκπαιδευτικά μαθήματα για υπαλλήλους online καζίνο, με στόχο τις καλύτερες πρακτικές του κλάδου, τη βελτίωση της εμπειρίας των παικτών, και τη δίκαιη προσέγγιση στα τυχερά παιχνίδια.
Μια πρωτοβουλία που ξεκινήσαμε με στόχο τη δημιουργία ενός συστήματος καθολικού αυτο-αποκλεισμού, που θα επιτρέπει στους ευάλωτους παίκτες να μπλοκάρουν την πρόσβασή τους σε όλες τις ευκαιρίες online τυχερών παιχνιδιών.
Μια πλατφόρμα που έχει δημιουργηθεί για να επιδείξει όλες μας τις προσπάθειες που στοχεύουν στην πραγματοποίηση του οράματος ενός πιο ασφαλούς και πιο διαφανούς κλάδου τυχερών παιχνιδιών.
Ένα φιλόδοξο έργο στόχος του οποίου είναι να τιμήσει τις μεγαλύτερες και πιο υπεύθυνες εταιρείες στον κλάδο των online τυχερών παιχνιδιών και να τους αποδώσει την αναγνώριση που αξίζουν.
Θα ανακατευθυνθείτε σύντομα στον ιστότοπο του καζίνο. Παρακαλούμε περιμένετε. Αν χρησιμοποιείτε λογισμικό αποκλεισμού διαφημίσεων, ελέγξτε τις ρυθμίσεις του.
