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.
Affiliate Announcements
VERSUS Renews its Partnership with NetRefer as its Affiliate Marketing Platform Provider
VERSUS, a leading online casino and sportsbook operator in the Spanish iGaming market, has renewed its partnership with NetRefer, a top provider of affiliate marketing solutions for the iGaming industry.
Founded in 2019 as a rebrand of VivelaSuerte by Spanish leisure and entertainment giant Grupo Orenes, VERSUS has quickly become synonymous with premium online gambling experiences in Spain. Leveraging cutting-edge technology and a user-centric platform, VERSUS has secured its position as a major player in the European iGaming landscape.
Since its launch, VERSUS has expanded substantially, adding Yaass Casino to its portfolio, which aims to become the #1 Online Supercasino in Spain. With a license from Spain’s Directorate General for the Regulation of Gambling (DGOJ), VERSUS operates across Spain and Mexico, with plans to expand into Brazil and Portugal in the next few months.
To deliver a unique and personalised betting experience, both VERSUS and Yaass Casino offer a wide range of customised promotions and bonuses, tailored to match players’ individual preferences and keep them engaged and rewarded.
With a strong commitment to mobile-first optimisation, users enjoy a seamless experience across all devices. Both brands provide dedicated apps that allow players to access sports betting, online casino games, and live betting options anytime, anywhere.
Customer service is a priority for both brands, with a professional support team ready to assist players with all types of questions and concerns. Responsible gaming is also central to the company’s policy; to support players facing gambling-related challenges, VERSUS provides resources, including a dedicated Responsible Gaming Test.
Miguel Albert García, Affiliate Manager at VERSUS, shared insights on the company’s approach to partnerships: “In just five years, VERSUS has experienced significant growth, thanks in large part to the partnerships we’ve built along the way. We’re excited to see where our journey with NetRefer will take both VERSUS and Yaass Casino.”
NetRefer’s CEO, Dexter Cutajar, expressed similar optimism: “Over the past four years, the relationship between VERSUS and NetRefer has been exceptionally rewarding, and we’re thrilled to have them renew their partnership with us. We’re equally pleased that VERSUS has chosen NetRefer for its second brand, Yaass Casino. We’re confident that our continued partnership will bring exciting opportunities for both companies in the years ahead.”
News
ICE Barcelona 2025: Alona Shevtsova on Sends’ Vision for the Future of Gaming
The Sends team attended the biggest and most famous gaming conference, ICE, now held in Barcelona, Spain. From the 20th to the 23rd of January, the leading gaming companies and solution providers gather for business meetings, experience sharing and networking. More than 170 countries visited, achieving the number of 55,000 visitors.
“Our team attends the ICE conference annually. Previously held in London, the financial capital and home to our head office, 2025 is the first time it’s hosted in Barcelona—and it remains as expansive and resourceful as ever. We’re thrilled to participate, connect with our partners, explore innovative solutions, and engage with market leaders. At Sends, we are committed to staying ahead in this dynamic industry, never missing an opportunity to gain fresh insights and experiences,” commented Alona Shevtsova, Director at Sends.
As the organisers of ICE 2025 said, after a rigorous, independent selection process, ICE and iGB Affiliate moved to Fira Barcelona Gran Via because Barcelona presents a compelling list of benefits, including improved logistics and operational efficiency. The location is close to Barcelona airport and is well connected to the public transport network, offering a world-class in-show and around-show experience.
It is worth mentioning that this February, Send will co-host its event in London for fintech companies. This is the third gathering in London to network and connect industry professionals. To get more information about the London Fintech Meetup, follow the link.
To get more details, keep in touch with Sends on social media: LinkedIn and Instagram.
Affiliate Success
SOFTSWISS Affiliate Software Platform Wins at IGA 2025
SOFTSWISS, an international tech company with over 15 years of experience in iGaming, announces that Affilka by SOFTSWISS wins Affiliate Company of the Year at the International Gaming Awards 2025. The comprehensive software platform helps manage, track, and analyse affiliate performance in the most convenient way.
The event recognises leading industry experts, both online and land-based. This achievement came as a well-deserved gift for the platform’s 7th anniversary. The award reflects the platform’s dedication to optimising affiliate program management and elevating the operational efficiency of its clients. By helping operators optimise affiliate partnerships, Affilka by SOFTSWISS has established itself as a technology-driven leader in the iGaming realm.
Powering over 440 iGaming brands, the platform currently has more than 360,000 affiliate accounts and 85 million registered players. One of its most impactful updates is the Geo-Distributed Redirect feature. This innovation accelerates redirects up to five times, reduces bounce rates and increases conversions by up to 7%. By enabling players to access casino sites faster, the feature drives higher registrations and deposits.
Other notable platform functionalities include built-in payment processing, which helps streamline financial operations with trusted payment systems and bank transfers. The flexible commission constructor and near real-time reporting features enable operators to tailor their strategies according to constantly evolving business needs.
“We are honoured to receive recognition at such a prestigious level,” said Anastasia Borovaya, Head of Affilka by SOFTSWISS. “This award reflects our unwavering dedication to delivering the best affiliate management solutions in the industry. With over seven years of expertise, a highly professional team, and a passion for innovation, we’ve built a platform that ensures exceptional service and continuous product enhancements for our clients. We’re committed to maintaining this momentum and supporting the growth of our partners worldwide.”
Now, Affilka by SOFTSWISS is showcasing its latest features and achievements at iGB Affiliate in Barcelona. On 21–22 January, the team welcomes partners and clients at stand C10.
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