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Hello dear forum,

I have a little question session.

If you contact the guys and girls at CasinoGuru, how long should you expect the response/processing time to be on average?

In my case it's the case again that I filed a complaint about a casino. This is now a good 2 weeks old and nothing has happened. The employee who handles my complaint just keeps asking new questions and then nothing is heard from me for the next 5-6 days. Since a lot of money is involved in my case, I was hoping for help from CasinoGuru. But, as already mentioned, after more than 14 days, not even the casino was invited.

If I have to answer questions, I can usually do it within a few hours.

What are your experiences with dealing with complaints?

Hallo liebes Forum,

ich habe da mal eine kleine Fragerunde.

Wenn ihr euch an die Jungs und Mädels von CasinoGuru wendet, wie lange müsst ihr im Schnitt mit der Antwort / Bearbeitungszeit rechnen ?

In meinem Fall ist es mal wieder so, das ich über ein Casino eine Beschwerde eingereicht habe. Diese ist nun gute 2 Wochen alt und nichts passiert. Der Mitarbeiter, der meine Beschwerde bearbeitet, stellt nur immer wieder neue Fragen und dann ist die nächsten 5 - 6 Tage nichts mehr zu hören. Da es in meinem Fall um eine Menge Geld geht, hatte ich auf die Hilfe von CasinoGuru gehofft. Aber, wie bereits erwähnt, wurde nach mehr als 14 Tagen noch nicht mal das Casino eingeladen.

Wenn ich Fragen beantworten soll, schaffe ich das meist innerhalb weniger Stunden.

Wie sind da so eure Erfahrungen zwecks der Bearbeitung von Beschwerden?

Hi and thanks for the question. All I would say is that each side has 7 days to respond, which is also visible in your complaint on the top right as a timer. By then each party should have responded. We also have a guide written on this topic that might be useful, so I'll post it here: https://casino.guru/complaint-resolution-instructions

However, don't worry and try to be a bit patient because our team and Nick, who is handling your complaint, has a number of complaints to deal with, but you don't have to be afraid that he won't get through to you. The questions he asks you are mainly so that the investigation can go further and he can find out everything he needs to know and then approach the casino to comment on the case. 

So once again, you don't have to fear that Nick won't get to you. He will certainly try to evaluate everything as best as he can and help you with your case. I hope it gets resolved and you get your money. I wish you the best of luck. ☘️

Jaro 🖖 I agree with you completely. I'm not the only one with a complaint on my mind.

But: as already mentioned several times, there is a lot of money involved here. In addition, the timer has expired for a long time. Still, nothing happens. More than three weeks have passed and the casino hasn't even been contacted about it.

I hope you understand what i mean..

Best regards,

Robin

Jaro 🖖 ich gebe dir völlig recht. Ich bin nicht der einzige, der eine Beschwerde auf dem Herzen hat.

Aber: wie bereits mehrfach erwähnt, geht es hier um eine Menge Geld. Zudem ist der Timer lange abgelaufen. Trotzdem passiert einfach nichts. Mehr als drei Wochen sind vergangen und das Casino wurde noch nicht einmal dazu kontaktiert.

Ich hoffe du verstehst was ich meine..

Liebe Grüße,

Robin

Of course I absolutely understand what you are saying and I am not angry at all, I just explained how it is with us. It was a good question, I think, and I asked Nick if he could take a look at it again, since he's finished with the timer. 

I firmly believe that he will get back to you as soon as possible and things will move forward. I wish the situation is resolved fairly and you get your money. Fingers crossed and thank you for being patient. 🤞😊

Jaro 💪

many thanks for your response.

I'm just speechless about your approach.

After a full 8 days, Nick would forward my complaint to the next employee. What's all this about?

After 4 weeks now, nothing has happened. I'm just speechless and extremely disappointed. Why don't you just say up front that the number is too big or even complicated for you? But what you've done here is just disappointing and sad!!!

Sorry...

Jaro 💪

vielen Dank für deine Antwort.

Ich bin über euer Vorgehen einfach nur Sprachlos.

Nach ganzen 8 Tagen würde meine Beschwerde von Nick an den nächsten Mitarbeiter weitergeleitet. Was soll das alles?

Nach nunmehr 4 Wochen ist einfach nichts passiert. Ich bin einfach nur Sprachlos und maßlos enttäuscht. Warum sagt ihr nicht einfach von vornherein, daß euch die Nummer zu groß oder gar kompliziert ist? Aber was ihr hier abgezogen habt, ist einfach nur enttäuschend und traurig!!!

Sorry...

Hi, Nick has gathered all the necessary information and Jozef will try to contact the casino. This is standard procedure and of course I understand that if it takes longer it is not the most pleasant. However, this is all done by our team to do their best to help and assess your situation. So I hope that everything will go faster now and we will be able to resolve your situation.