Хтось ще вважає, що ця платформа підтримує онлайн-казино?

I've had time today to read through messages, comments, and poorly resolved complaints and problems with casinos, and it seems Casino Guru always sides with the casinos and not the players. They've helped me twice, but on two other occasions, I think they could have done better and didn't resolve things in my favor (I got the impression they were on the casinos' side). On the other hand, I saw many messages with the same opinion: that in most cases, they only help with late payments and not with other aspects. I wonder how they can keep so many threads going when there are ongoing complaints that go past the deadline, and then they just ask questions you've already answered. Is this really a help platform?

Eh tenido tiempo el día de hoy para leer y leer mensajes y comentarios y quejas mal resueltas y problemas con casinos y que casino gurú siempre se desplaza al lado de los casinos y no de los jugadores, especialmente a mi me ah ayudado en 2 ocasiones pero otras 2 creo que pudo haber estado mejor y no se resolvieron a mi favor, ( me dio la impresión de que estaba del lado de los casinos) por otro lado vi muchísimos mensajes donde opinan lo mismo, que en la mayoría de casos solo ayudan a que se ejecuten los pagos atrasados y no en otros aspectos, me pregunto cómo pueden seguir tantos hilos aquí adentro cuando ahí quejas en curso que se pasan del tiempo establecido y luego solo te hacen preguntas que ya habías respondido, esto es una plataforma de ayuda realmente?

CasinoGuru is good doing amazing job, look at how many complains have been resolved.

There are precedents and if casino is breaking such then CasinoGuru will be able to pressure casino based on precent cases or regulations, there are a lot of tiny aspects where they can actually process complain and if actually complain makes sense. There are a lot of complains for withdrawal delay - that's usually done with time unless casino is really rigged than reputation goes down but there are complains like I'm an addict get my money back but dude played on random finland casino under VPN being from denmark, so they have no clue about Denmark blacklist for addicts etc.

I mean to say it's case by case, but you can track some big complains resolved I believe CasinoGuru does amazing job. It really depends what kind of complain you brought... Some of them don't make any sense...

It may seem like to you that CasinoGuru is on casino sides, but casinos know very well what they can do and what they can't do, so they know very well where is the line and good casinos never cross that line, while crappy ones cross, so it's all come down what kind of complain you have and if casino crossed the line, I would say 9+ rating casinos are pretty safe I play on many of them

To begin with, many of those complaints, as you say, that are resolved are complaints without a response, or complaints that simply side with the casino; others are resolved in favor of the player, but most of them are without a response from the player's side, or the casino that is being reported is right.

I don't know if I was just unlucky or if all the casinos I played at this year are simply garbage. They don't care about cheating; in fact, they do, and when we file complaints, well, sometimes they respond, sometimes they don't. In any case, it makes you think about what I'm saying, so it makes perfect sense to open this debate, like all the others. Right now, I have a complaint in progress against a casino that has a (very high) security rating here. Imagine, and believe me, they cheated, and I'm 1000% sure they used prohibited tactics. I requested self-exclusion because I felt I had a gambling problem, and only four minutes later, they confirmed that my account was formally closed and inaccessible. The next day, they sent me advertising via SMS. I checked out of curiosity, and my account was still open (knowing that I had a gambling addiction). I gave in to temptation and kept playing until I lost 800 euros. When I filed a complaint, they washed their hands of it, saying they have a clause that we agree to when we enter. We have a gambling addiction problem (what a lame excuse, right?). I filed a complaint here and it's been under review for almost 3 days. It's been almost 3 days since I sent them all the details, and you'll see that when they finally respond to my complaint, it will be to ask me some question that's already answered in the photos I sent. (I repeat, very high security index). You do the math; it's making me laugh.

para empezar muchísimas de esas quejas como usted dice resueltas son quejas sin respuesta, o quejas que simplemente dan la razón al casino, otras sí que las resuelven a favor del jugador pero la mayor parte son sin respuesta del lado del jugador o el casino que es denunciado tiene la razón.

no sé si fue mala suerte la mía o simplemente todos los casinos que jugué este año son unha basura con nombre, no les importa hacer trampas de echo las hacen y ponemos quejas y bueno a veces van y otras no, en todo caso da para pensar lo que digo así que si tiene todo el sentido del mundo abrir este debate como todos los demás, y en este momento tengo una queja en curso contra un casino que aquí tiene un índice de seguridad (muy alto) imagínate y créeme ah echo trampa y estoy 1000% seguro que utilizo tácticas prohibidas, basándonos en que pedi la auto exclusión porque sentí que tenía problemas con el juego y solo 4 minutos después me confirmaron que la cuenta estaba cerrada eh inaccesible formalmente, al día siguiente me enviaron publicidad por SMS fui a ver por curiosidad y mi cuenta seguía abierta, ( a sabiendas que tenía problemas de adicción con el juego) me ganó la tentación seguí jugando hasta perder 800 euros y cuando pongo la reclamación se lavan las manos porque dicen que tienen una cláusula donde nosotros cuando entramos aceptamos como que no tenemos problemas de adicción al juego ( menuda excusa más tonta no) puse la reclamación aquí y llevo casi 3 días en revisión y en estos momentos llevan casi 3 días que les envié todos los detalles y verás que cuando respondan a mi queja será para hacerme alguna pregunta que ya está respondida en las fotos enviadas, ( repito índice de seguridad muy alto) saca tu las cuentas que a mí me está dando la risa

The casino I'm talking about is Malina Casino, and it has a security rating of 9.8 out of 10 here at Casino Guru. Is that logical or reasonable? Something's definitely fishy; I'm sure of it.

El casino del que estoy hablando es Malina casino y tiene un índice de seguridad de 9.8 sobre 10 aquí en casino gurú, es lógico o razonable ?? Algo raro en todo caso tiene que haber de eso estoy seguro

Hello, I understand you are frustrated, and if you feel the urge, it's truly understandable that you aim for the immediate account closure.

However, our complaint system is not designed to assist with closure itself despite the urgent nature of your reason. It is up to the casino to follow its rules. We can and will review your case and, based on the evidence you provide, determine whether the casino acted fairly. This is our free assistance for you.

As you can see in the timer, we have 5 days to get back to you. Each party involved has a 7-day time frame to update the case. This is why I repeat: you have to be patient in the first place.

Stay away from the casino, please.

I am not sure if you are interested in knowing. But a brief mention: The safety rating does not reflect the quality of the responsible tools that operators provide to their players. You can view the index details on the review page itself. There is no mention of self-exclusion qualities. It's about the probability of of getting paid, I'm afraid.

However, I understand what you're saying, and you're welcome to share more about your experiences.

Good morning and thank you for your attention. I feel truly unprotected. I feel like the necessary steps aren't being taken with the cases I'm reporting on this platform. I suspect this platform might be biased in favor of the casinos, and that we players are just trying to get lucky. Furthermore, I've never understood why, with such clear and specific cases as the ones I'm presenting, I'm asked the same questions repeatedly, questions that are already detailed in the initial complaint. I believe it would be better to proceed in a more direct and forceful manner, summoning the casino in question to provide answers without having to ask the same questions repeatedly. I'm unsure if this is the appropriate platform for any kind of complaint. If it isn't, I'll try consulting with my legal counsel to see if that works better. Good morning and thank you for your understanding.

Buenos días y gracias por su atención, pues me siento desprotegido realmente, siento como que no se está haciendo lo necesario con los casos que expongo en esta plataforma, siento y deduzco que existe una posibilidad de que esta plataforma esté desnivelada a favor de los casinos y que los jugadores estamos haber siento ahí suerte, aparte nunca entendí con casos tan claros y tan específicos como los propongo que me pregunten varias veces las mismas cosas que están en los detalles que ya puse desde el inicio de la queja, creo que sería mejor hacerlo de otra manera más tajante y directa convocando al casino citado a dar respuestas sin necesidad de preguntar varias veces las mismas preguntas, siento la duda de si esta es la plataforma adecuada para algún tipo de reclamaciones, así mismo si no lo es intentaré hacer una consulta con mi protección jurídica haber si funciona mejor, buenos días y gracias por su comprensión

Hello,

I believe I understand your hesitation. But to me it seems that you are not very familiar with our basic fair values. Did you read the fair Gambling Codex, perhaps? https://casino.guru/guide/fair-gambling 👈

I have no idea which specific complaint makes you feel like we are siding with casinos, but when it comes to the general perspective, those cases usually end like this because the players can't provide us with proof of their actions or did not mention the gambling problem clearly to the casino. That is crucial to decide whether the player should or should not be refunded, for example.

These days, addicted players have very high expectations of the casino without prior consultation, even as they continue to return to play. We believe the player must also demonstrate responsibility for his actions, which are always investigated through the complaint process. There is nothing else in play.

I understand that this is a difficult subject to discuss, so I will leave the rest to you and the complaint.

In the case of Malina casino, the experience was awful. I wanted to leave their casino because I couldn't control my betting on my own. Then, after receiving their notification that my account was closed and inaccessible, I calmed down until the next day when they sent me advertising. I followed the link and saw that my account was still active. Unfortunately, due to my lack of control, I continued betting like crazy until I lost another 800 CHF. Is this normal? Don't you see an illegal tactic in what I'm explaining?

En el caso de Malina casino la experiencia fue horrible, pensar que quise abandonar su casino porque no conseguía por mi mismo controlar las apuestas, seguido de su notificación de cierre de cuenta y cuenta Innaccesible me quedé tranquilo, hasta el día siguiente que me envían publicidad, sigo el enlace y veo que mi cuenta sigue operativa y por desgracia y falta de control sigo apostando como un loco hasta perder otros 800 chf más, es normal? Usted no ve una táctica ilegal en este tema que le estoy explicando ?

Let it be known that I've read their core values, and at first glance it's clear they're doing a great job. Otherwise, over the years, some companies or platforms would allow themselves to be blackmailed or make deals for money, because ultimately this world revolves around money, and even the most honest people end up having a price. I can't say for sure, but there's definitely some doubt, at the very least.

Que conste que eh leído sus valores básicos, y a simple vista se ve que están haciendo un gran trabajo, de lo contrario al cabo de los años ahí empresas o plataformas que se dejan chantajear o hacer algún tipo de tratos por dinero, porque al fin de cuentas este mundo gira alrededor de dinero y hasta la gente más honrada acaba teniendo un precio, no lo aseguro pero si cabe la duda si la verdad que cabe la duda como mínimo

Hello, this is the first time you mentioned crutial details and I thank you for that.

I believe the situation will be clear and fairly approached in the complaint, though. Because, as I said, it is about proofs in the first place.

Based on your description and my past knowledge, this casino is not very safe for players with gambling addictions. Agreed.

The rest will be properly addressed later in the complaint and I expect a very good explanation from the casino; it will be needed, I reckon.

I'm not sure if I understand you, but I wish you a fair resolution.

There is no need to jump to conclusions, but I understand you are stressed out. I wish I could help you say away from online casinos. 🙁

Thank you so much

Muchas gracias

I thank you too. It must be frustrating, but you're doing great.

Hold on, please. I'll check with you on Monday.

Hopefully we'll have something clear by Monday, hopefully 🙏

Esperemos tener algo en claro para el lunes, ojalá 🙏

If yes, you can give us update. 🙂

Also if not, so we can see the progress.

It's been 10 days since I filed the complaint and I still haven't received a response. It's been under review for 3 days and I've been waiting for updates for 7. Now, if they ask me a silly question, I have to wait another 7 days. That's when I think something isn't working.

hace mañana 10 días que cree la queja aún no tengo respuesta, 3 en revisión y 7 esperando por alguna novedad, ahora si me hacen una pregunta tonta tengo que esperar otros 7 días, es ahí que creo que ahí algo que no funciona

It's the holidays, so it will probably be a little slower. I saw that Katarina should respond as soon as possible. We need to be a little patient at this time of year, since Christmas is coming. 

No, it's not like that all year round.

No no es así todo el año

It took three days to verify a complaint and eight days to get a response—that's not normal, and the worst part is that nothing gets resolved. It's illogical; I don't think we're protected this way.

3 dias para verificar la queja y van 8 para dar una respuesta no lo veo normal y lo peor de todo es que no se resuelve nada…. No es lógico no creo que así estemos protegidos

Dear josemanuelmartinez,

Thank you for your response.

Could you forward me all the communications you've had with this casino to [email protected] This includes emails, live chat transcripts, and screenshots. Please include the screenshots you shared in the thread, as they all arrived blurry and illegible.

Please notify me here in the thread once the email has been sent.

Waiting for your response.

Estimado josemanuelmartinez,

Gracias por tu respuesta.

¿Podrías reenviarme todas las comunicaciones que has tenido con este casino a [email protected] Esto incluye correos electrónicos, transcripciones de chats en vivo y capturas de pantalla. Por favor, incluya las capturas de pantalla que compartió en el hilo, ya que todas llegaron borrosas e ilegibles.

Por favor, notifícame aquí en el hilo una vez que se haya enviado el correo electrónico.

Esperando su respuesta.