Complaint still on review

Hi there guys,

Despite I’ve already read the complaints rules, I’ve seen that almost all of the complaints are reviewed shortly after posted.

I’ve posted one complaint about an issue with Gamblezen Casino on Sep, 17th. It’s still showing me "reviewing".

I just wanted to know if this it’s normal, or if there’s anything going on with the platform. Thanks in advance.

I can see that your complaint is visible normally now.

When you first submit a complaint, it goes through an initial review, so it doesn’t necessarily appear immediately. Our team first needs to check what the case is about and whether it falls within the scope of what we can actually help with. In some cases, a complaint can also be rejected at this stage.

There was also a weekend in between, so things can move a little slower then. Sometimes it really just takes a bit of patience before the team gets to it and the complaint moves forward.

Hi Jaroslav,

Thanks for the reply.

And thanks for sharing the process in a such a clarifying way.

I am sorry, but sometimes when we are so desperate for help, that our decisions can lack that little piece of patience.

Your colleagues are already talking to me. Thanks again.

Yes, I completely understand, and I’m not saying anything against you personally. 🙂

I was only trying to explain how we handle these situations and what our usual process is. I know that when a player is dealing with something frustrating, it’s normal to be upset, have a lot of questions, or react emotionally.

So from my side, that’s completely understandable.

Dear Jaroslav,

I’m using this thread to ask you if something happened to my complaint.

I’ve replied shortly after your colleague, Karla M., opened the case, but since then I did not got any answer.

This morning the complaint countdown timer for Casino Guru reached 0. Should I be worried about it, or is it normal?

Do I need to do something about it?

Thanks in advance for your attention to this matter.

Hey, let me put it this way

mediators are doing what they can to address more than 1.2k open complaints, so even though I would not call it a normal situation, sometimes it's not possible to get back to you sooner than the timer reaches zero. I understand it's stressful, but it does not mean that we forgot about you. Please do not worry about that.

If anything is on your mind, reach out on the forum, and we'll take a look at it together. We are ready to stay in touch if that helps. 😉

Dear Radka,

Thanks for the reply. I must admit that it’s a bit stressful waiting for help. Because I’m new to this, I’ve used this thread to ask if it’s normal. But i totally agree that must not be easy to handle that much complaints.

However, i would like to say that I appreciate the effort, attention and always the clarity of explaining when we’re not handling the frustration that well.

Unfortunately, this is my very first time complaining about something with any casino.

I really hope we can solve this, and I would like to appreciate as well because Casino Guru was the first "entity" giving attention to my case, despite the red flags all over it.

Best Regards,

Ricardo Almeida.

No worries, I would feel the same way too. From my experience, waiting is the most stressful part, but it's still somehow part of the process, especially when things don't go as smoothly as expected.

For the first time though, I must feel like an absurd joke, doesn't it? Then this phase wears off, and the honest confusion comes in....

Anyway, thank you for your kind words.

I or Jaro will try to give you some company here on the forum.

Dear Radka,

As you told to me, I’m writting today for some guidance in this moment of frustration.

Today, it’s about the deadline clock that appears to reach 0 without an answer from Gamblezen Casino.

In the past threads you clarified that from Casino Guru side, sometimes can happen due to the enormous quantities of complaints being handled. But today I’m asking regarding what usually happens when it’s on the casino side. Do they tend to not respond at all?

At this moment I don’t want to overwrite on the complaint comments, because I want to be as much formal as I can, but this situation it’s testing my patience on a level I’ve never imagined.

Unfortunately I’ve did my withdrawls on September 3, and I know that at least some days would be necessary to solve the verification and all of that, but after all the documentation handed to KYC team, this is to much.

My only hope it’s truly here on the casino guru team. I’ve seen that Gamblezen Casino has only 3 complaints open to this date, and I can’t understand the lack of response. It’s in fact a lack of understanding and consideration for their clients.

I really hope that this can be solved shortly. Thanks for being here.

Hello, I'm glad to see you, though the circumstances are not positive as far as I can conclude. It's okay to feel whatever you feel, and I believe that your complaints show us that this casino cares about them. The casino response mentions further checking. I wonder whether it's still linked to the virtual card verification I spotted in the complaint earlier.

It's, let's say, funny, because my daddy had an issue with using a company virtual card; at one moment a merchant demanded an account statement showing the full card details and the account holder on the same document and card, while we were trying to explain that this is not possible since the virtual card is physically nonexistent, has no specific account holder name "on it," and thus such a document cannot be created. Those cards are meant to protect the holder's money against internet payment frauds and are recommended for such usage. On the other hand, even casinos and merchants can be surprised by this.

Perhaps it's similar, perhaps not, but it's certainly a common situation, and I hope this is not the issue at all for you anymore.