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.
Awards
iGB Affiliate Awards to recognise industry excellence and innovation across 20 categories

Businesses of all sizes active in the igaming affiliate industry are being invited to enter the annual iGB Affiliate Awards which will take place 3 July in parallel with iGB L!VE.
The deadline for submitting nominations is Friday 28 March 2025 with the shortlist expected in early May.
The Awards, which have become a must-attend celebration of the industry, will be presented at East London’s famous Art Deco Grade II-listed Troxy venue. Paying homage to its musical heritage, including staging performances by Liam Gallagher, Garbage, Morrissey, the Cure and Stereophonics as well as hosting the NME Awards, iGB Affiliate nominees and guests will enjoy an evening of Britpop-themed entertainment as they get to relive the cultural explosion of ‘Cool Britannia’.
Award categories comprise: Best Casino Affiliate, Best Sports Betting Affiliate, Best Bingo Affiliate, Best Poker Affiliate, Best Crypto Affiliate, Best Streaming Affiliate, Marketing Campaign of the Year, Affiliate Employer of the Year and Safer Gambling Initiative of the Year. Best Affiliate Manager, Affiliate Idol aka Lifetime Achievement Award. Best Affiliate Programme, Best Affiliate Network. Best Tech (NEW), Best Affiliate Management Platform (NEW), Best Digital Agency, Rising Star, Best Newcomer, Innovator of the Year and the publicly voted Game of the Year.
Widely regarded as constituting the most transparent and rigorous awards process in the industry, the iGB Affiliate Awards panel of external industry judges have been selected for their expertise on both the igaming affiliate sector and in specialist areas pertaining to individual awards, such as safer gambling.
Before joining the panel, judges are required to sign an NDA to keep all submitted information confidential and the winners’ names secret until the event has taken place. They are also obliged to declare all potential conflicts of interest prior to judging.
Naomi Barton, Global Porfolio Director responsible for iGB Events stated: “The decision to keep the iGB Affiliate Awards in London alongside the relocated iGB L!VE has been welcomed by the industry.
“The opportunity to experience the very best products and services on the iGB L!VE show floor during the day and then to celebrate the fantastic achievements of the igaming affiliate community amongst friends and colleagues at the Awards is a wonderful, once-in-a-year opportunity.”
She added: “Speaking with previous winners, being judged ‘best in class’ at what is the premier recognition platform for businesses of all sizes in the igaming affiliate industry demonstrates to current and future staff that you are a leading company, it helps attract talented employees and is a rich source of pride for the broader team.”
Affiliate Program News
Slots Temple Selects RavenTrack to Power New Affiliate Program

Slots Temple and RavenTrack team up to explore new marketing channels
Slots Temple, the number one destination for slots fans, has teamed up with affiliate marketing ace RavenTrack. The deal will see Slots Temple launch a carefully curated affiliate program designed to drive high-quality traffic directly to its platform.
RavenTrack, known for its advanced real-time tracking and reporting solutions, will play a key role in supporting Slots Temple’s affiliate expansion. The new affiliate program will begin modestly, working with a small selection of exclusive partners, while leveraging RavenTrack’s state-of-the-art platform to explore new avenues of traffic.
Slots Temple started out as an affiliate site itself, offering free demo games and slots tournaments for prizes. Through a commitment to innovation and user engagement, it established itself as a trusted name in free-to-play gaming with a strong community of devoted slots fans.
More recently, it decided to offer its players something different by rolling out a selection of real-money tournaments and games in the UK.
Fraser Linkleter, CEO of Slots Temple, said: “From our experience as an affiliate site that has pivoted towards real money-gaming in the UK, we understand the value of high-quality traffic. This partnership allows us to explore new avenues for growth, and RavenTrack’s knowhow and technology gives us everything we need to make this initiative a success.”
Adam Rowley, Managing Director of RavenTrack, said: “We are delighted to team up with Slots Temple on this exciting new phase of their story. Their reputation for providing engaging player experiences is second to none and it aligns with our mission to offer best-in-class affiliate solutions. We look forward to watching their affiliate program grow.”
Affiliate Announcements
711 Renews its Partnership with NetRefer as its Affiliate Marketing Platform Provider

Leading Dutch online casino 711 has renewed its partnership with NetRefer, a data-driven, AI-powered, affiliate marketing platform provider engineered for the iGaming industry.
The family business, started as Carousel Casino Games and founded in 1994 in Belgium, began as a land-based casino chain before expanding into an online casino in 2012. A decade later, in 2022, they entered the Dutch online gaming market as 711 BV, with NetRefer as their Affiliate Marketing partner.
Despite being a new operator, 711 brings over 30 years of experience in the Belgian gaming market and, in two years, has expanded its portfolio, partnering with major game providers like Pragmatic Play and Evolution.
With a diverse game selection that follows the latest gaming trends, attractive promotions, high winning odds, and fast payouts, 711 prioritises player satisfaction and delivers a seamless gaming experience.
They pride themselves on operating under strict regulations and undergo regular external audits to ensure a secure player experience. They emphasise responsible gaming, offering tools and information for player well-being.
Johan Mostert, Affiliate Manager at 711, stated: “NetRefer is known for its innovation and forward-thinking. Their comprehensive, customisable platform – through impressive add-ons – has streamlined our affiliate marketing, making the past two years an excellent partnership. We’re excited for what’s ahead.”
Amanda Camenzuli, NetRefer’s Manager of Account Management, shared: “711 is a dynamic operator in the Dutch market, and their attitude, enthusiasm, and work ethic make this renewal both exciting and rewarding. We at NetRefer look forward to what’s to come in this continued partnership.”