Follow up on my complaint

I have submitted a complaint 1 week ago. At first, the casino guru agent that us assigned to my case was responsive not until now. I kept on submitting a follow up message on my case but tge agent is no longer responding. Any thoughts on this!? By the way my complaint is about the delayed payment which is 3 weeks delayed already and the customer service of the casino is not responsive as well.

Hello there.

I understand it may seem like we forgot to respond back, but actually it's not the case. If you take time to investigate the complaint, you will find out two important things:

• Frankly, the casino still has some time to pay out - explained by "That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint."
• The complaint is equipped with the timer, which sows the time Nick still has to get back to the case:

You see, each party, meaning Casino Guru specialists, players, and casino representatives always have a full week to respond. In case the player submitted his complaint sooner than 14 full days upon submitting the associated withdrawal request, the timer is set to end the fourteenth day precisely.

Please give Nick the time that the timer suggests.

Have you, per chance, somehow progressed with the casino?

I haven't gotten any response from the casino since September 1st

That's sad news indeed. So we may expect this casino to overdue the aforementioned fourteen-day limit, which will result in further investigation from our side.

If there is something to be done with it, be assured our specialists will try to find a fair solution. It just requires a certain amount of time; please hold on.

Hi,

I believe 4 days have been passed, should I still wait for Nick's reply until the remaining hours have passed?

For the casino, they are still unresponsive and no progress on my pending withdrawals.

I am still haven't heard from Nick, the time has been passed already. Any feedback would be greatly appreciated.

Hey. I am sorry for this delay and I will notify Nick right away.

Please stay patient until he replies.🙏

Is there anyone here that can give me an update about my complaint? The timer has been passed already but I got no response from the casino guru agent. Apart from that, I also posted on this forum last week, someone told me to wait but then there's no still feedback in my case.

Hey there, as you can see Romi got involved in this already. No need to start a new thread, I'd say - we take it from here.

Funny thing is that Nick transferred me to another agent so the timer is now reset and I need to wait again for another 6 days? Lol. Do you want me to wait for 2 months?

I understand your frustration. It’s never easy waiting, especially when the expected time has already passed. It might be helpful to follow up again with the support team or directly tag the Casino Guru agent in your forum post for a quicker response. Hopefully, you’ll get the feedback you’re waiting for soon.

It is a standard process with the complaints. Nick is a first response resolver, as we call it, and when the case becomes, let's say, more complicated, one of our complaint specialists will take over.

Try to trust the process, please; we are here to help.

Thanks Henkey

Thanks Romi, no worries I will still patiently wait for this to resolve. Natalia did reply to my opened case and reached out to the casino.

Nice. Hopefully we'll be able to see some movement in your case now.

Still keep us informed about any news, please.🙏