Press Releases
Casino Guru’s Complaint Resolution Center Reaches a Major Milestone with 5,000 resolved Complaints
Casino Guru’s Complaint Resolution Center celebrates yet another important milestone. Since its establishment in 2019, the Center has successfully resolved over 5,000 player complaints.
The Center is just one of the many initiatives launched by Casino Guru aimed at making gambling better and safer for everyone. The Global Self-Exclusion Initiative, whose goal is to create the world’s first global self-exclusion system, and the Casino Guru Academy, offering freely available educational materials for iGaming professionals, are a few other notable examples.
The most recent project to come out of Casino Guru’s factory of ideas, the Casino Guru Awards, was successfully launched in November, attracting a lot of attention from both operators and the media. The Awards even introduced a category specifically dedicated to ‘The Most Effective Handling of Complaints‘, giving Casino Guru’s complaint experts another opportunity to use their expert knowledge in practice.
The complaint team currently consists of 11 active complaint specialists and 3 first-response individuals. The first resolved complaint was successfully completed in October 2019, although reports only began to be generated a year later. Since then, the joint worth of all resolved complaints has reached USD 11,334,706. The highest resolved complaint reached the amount of CAD 612,000 (USD 475,597).
According to Petronela Kontos, Casino Guru’s Complaints Team Lead, the length of the resolution depends on many factors. While it can sometimes be done within hours, there has also been a case that has dragged on for 251 days. The average time required to resolve a complaint is 15 days.
„If you told me at the beginning of our journey that we’d one day be celebrating this milestone, it would be very hard for me to believe you. It’s mind-blowing to think about the expansion our department has undergone in recent months, not to mention the Center now being the number one source of support for both players and casinos,” Kontos replied when asked about the achievement.
“We’ve managed to become some sort of a mediator between the two parties, securing the status of an authority in the process. It makes me very proud that we’re able to do our part in spreading Casino Guru’s idea of improving the online casino industry,“ Kontos proudly added.
The Complaint Resolution Center is constantly growing, which is evidenced not only by the number of active team members, but also by the year-on-year increase in the number of resolved complaints, which currently stands at 67%. What’s more, the Center has already solved over 2,400 complaints in 2022 so far, which, compared to 1,627 complaints resolved in 2021, already represents a significant increase.
With 2022 slowly coming to an end, one can’t help but wonder how long it will take until the Centre reaches another significant milestone. The figures seem to be clear on one thing though: players like the Complaint Resolution Center, and the Centre is great at what it does.
News
Special Missions in N1 Puzzle Promo: Two Weeks Left to Grab Extra Puzzles!
The race for the grand prize of N1 Puzzle Promo – a real Robinson R22 Beta II helicopter – is entering the final stretch! Just two months left until the promo ends on December 31, and only two weeks to earn extra puzzle pieces and get a chance to win the exclusive “Pilot Course” VR set by completing special missions.
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- Be an active participant of N1 Puzzle Promo and earn at least one puzzle for your traffic.
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- Complete a short N1 Partners feedback survey.
What’s inside the “Pilot Course” VR set:
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News
Power affiliate QiH Group rebrands to Quantum to reflect ambitious diversification strategy
The tech powerhouse has a new website, name and branding that are set to take the affiliate marketing company into the next 10 years.
Quantum International Holdings, the affiliate formerly known across the tech, sports, iGaming betting industries as QiH Group has launched its official rebrand to Quantum. With a new-look website, logo and assets, the company has chosen the pared down name to reflect the strategic direction it will be taking, starting in 2026.
Speaking about the change, Quantum CEO Jamie Walters said: “I’m incredibly proud and excited to share the next chapter in our journey: the evolution of QiH into Quantum. For over a decade, QiH has been our foundation, a story of success, growth and innovation in iGaming. But the world – especially digitally – moves fast, and so do we.
“‘Quantum’ was already in our name, so we’ve simplified and streamlined, and it now represents the next version of who we are and where we’re going. A rebrand is about a lot more than a new logo, colours and identity – we’ve also evolved our mindset, ambition and of course, our strategic direction.
Walters continues: “Over the past few months, the Quantum team has worked tirelessly to get to this exciting new stage for our growth. We’re building on everything that has already made QiH Group so brilliant – our talent, creativity, and data-driven approach – and supercharging it to perform on the biggest global stage.
“Our vision is simple: to expand our affiliate marketing roots to become the world’s most-used digital comparison service, delivering simplicity and value to millions of users around the globe.”
Tom Murch, creative director at Quantum, shared: “The rebrand brief was simple: evolution. This wasn’t just about a new identity, it was about building on a decade of growth and turning momentum into acceleration. Quantum is the brave new chapter in our story, a brand, a strategy, a mindset, and a framework for high performance culture at scale and where elite talent can really thrive.”
The story so far
QiH Group was launched in London in 2014 to address a gap in the iGaming affiliate market for smart, digital-first, data-focused affiliate partnerships for iGaming operators.
The company has seen a host of accolades, such as:
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Moving from 21st to 15th on EGR Global’s Power Affiliates list in 2025
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Growing from five initial employees to 60 now
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Hiring an experienced C-suite of talent, including a CFO, CMO and CTO and promoting internally for their COO
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Building our entire tech team from outsourced to a fully in-house, tech capability, expanding the team from 0 to 14 employees this year
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Shortlisted for eight major awards in iGaming, from Employer of the Year to Affiliate of the Year
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Fostering years-long relationships with Tier 1 operators
“2026 and beyond are going to be incredibly exciting times for Quantum, and we’re so pleased to be bringing a new look, simplified name and a honed strategic direction and operational delivery for our clients – and of course, an environment where our talented and ambitious team can thrive,” says Walters.
Awards
Casino Guru wins in Casino Affiliate category at the EGR Operator Awards 2025
Casino Guru is proud to announce that it has won in the “Casino Affiliate” category at the just-concluded EGR Operator Awards 2025. The company was distinguished amongst the world’s leading casino affiliates and crowned with the ultimate accolade.
The awards ceremony was held at the De Vere Grand Connaught Rooms in London on October 22, 2025, and marked the 20th anniversary of the EGR Operator Awards.
Commenting on the award, Matej Novota, Head of Casino Research at Casino Guru, had this to say: “This recognition confirms our commitment to delivering one of the best possible experiences for casino players worldwide. We are grateful to the EGR Operator Awards for this distinction, which reinforces that our work toward a safer and more transparent industry is making a real impact. Casino Guru will continue to guide players toward better and fairer gaming experiences, and we are honored to receive this award.”
Casino Guru has repeatedly delivered one of the most comprehensive services in helping inform player opinion. The website focuses exclusively on reviewing online casinos and bonuses based on criteria that matter to the players, such as fair bonus policies and general terms and conditions, ease of withdrawals, and more.
Casino Guru has also served as a trustworthy mediator in disputes between players and casinos, having returned more than $52m in player funds through the Complaint Resolution Center, and making sure it offers a comprehensive service that goes beyond its meticulous reviewing process.
To help quantify the data points Casino Guru leverages to make decisions about what casinos are worthwhile, the company has developed the bespoke Safety Index metric, which gauges a casino offer based on player-specific preferences, overall fairness, and industry standards, and assigns a rating that players can trust.
This is the latest distinction secured by Casino Guru over the past several months. Casino Guru is also contending in various categories for the SiGMA Central Europe B2C Awards as well as in the AffPapa iGaming Awards LatAm.
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Awards2 weeks agoCasino Guru wins in Casino Affiliate category at the EGR Operator Awards 2025
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