davienalga@gmail.com

My experience with Casino Guru raises serious concerns about impartiality and professionalism. There is a clear conflict of interest, as Casino Guru acts as an affiliate partner for certain casinos, including CristalPoker Casino ,Merlin Casino , Hercules Casino. This makes objective mediation questionable fr om the start. My complaints with Merlin Casino and CristalPoker Casino were ultimately rejected by the assigned mediator Michal in a subjective and inconsistent manner, giving the impression that the conclusion was influenced more by interpretation than by a fair and objective assessment of the evidence. There was a lot of talk yet nothing was said. When I raised specific inconsistencies and referenced similar cases with different outcomes, these points were not addressed. Instead, the discussion shifted away from the core issue and toward irrelevant factors such as general account activity and unrelated classifications. The key issue — a specific bonus use and confiscation of winnings — was never properly analyzed. Instead, attention was repeatedly redirected to events before and after, avoiding the actual dispute entirely. Additionally, the mediator explicitly acknowledged that if the case were assessed purely based on the bonus terms and their application, the confiscation of winnings could be considered unfair. However, instead of properly evaluating this core issue, the decision was ultimately based on a so-called “chargeback” argument. This is misleading. What was referenced was not a formal bank chargeback, but a standard inquiry with a payment processor in an attempt to resolve the situation. This distinction was ignored. As “evidence”, the mediator relied on a vague and incomplete communication snippet, lacking clear context or substantiation, and used it to justify closing the case against me. No proper verification or detailed assessment of this information was provided. Communication became increasingly dismissive and unprofessional. Rather than engaging with the arguments, the mediator focused on tone, made inappropriate remarks about the use of AI, and avoided giving clear, case-specific answers. At times, the tone became condescending and felt more like a lecture than a neutral dispute resolution process. The entire communication process felt demeaning and, at times, publicly shaming. It is especially disappointing because I am aware that Casino Guru does have competent and professional mediators. Unfortunately, in this case, I was not assigned one. Despite multiple requests to have the case reassigned, Michal refused without providing any meaningful justification. This created the impression of a closed and one-sided process, wh ere alternative viewpoints were not genuinely considered. Instead of addressing criticism, responses often shifted toward deflection, lecturing, and dismissing opposing arguments. Overall, the pattern is clear: - Large amounts of generic explanations - Direct questions left unanswered - Decisions that appear predetermined, with reasoning added afterward This experience suggests that Casino Guru operates more as an affiliate platform than an independent dispute resolution service. Users should be aware that outcomes may not reflect a fair, consistent, or impartial review. For clarity, I am not seeking further engagement from Casino Guru on this matter. Based on my experience, additional responses are unlikely to address the core issues raised. This review is intended solely to share my experience and to inform other users.