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 Success
ReferOn Wins Prestigious “Best Affiliate Software 2025” at SiGMA Central Europe B2B Awards
A milestone achievement as ReferOn continues to impress
ReferOn, the next-generation affiliate management platform, has taken the title of “Best Affiliate Software 2025” at the SiGMA Central Europe B2B Awards, held in Rome.
The award recognises ReferOn’s rapid growth in becoming a leader in iGaming. It distinguishes the platform for its cutting-edge architecture, exceptional product innovations, and measurable impact on affiliate operations.
Redefining Affiliate Management
In a short amount of time since its inception, ReferOn has become one of the most recognised names in affiliate technology, leading the way by creating user-centric features that help the real needs of affiliate managers.
The platform recorded rapid adoption, supporting an influx of tens of thousands of affiliates and millions of clicks while continuously evolving and growing with new features and refinements. The platform’s approach to innovation and user-facing experiences is its new living interface, Refie. Refie brings awareness and human-like interaction to the platform, helping make affiliate operations more personable and accessible.
Building Beyond the Standard
Alex Bukin, General Manager at ReferOn, commented on the win, “This award is more than recognition. It empowers and validates our team, encouraging us never to stop building. At ReferOn, we always aim to shape how affiliate marketing should work. At its core, it should be simple, transparent, and powerful. Every new integration and feature comes from a team that deeply understands the product and what real affiliate managers need. This helps us refine our platform to be the best it can be. And we’re only getting started!”
Continued Momentum
ReferOn’s win at SiGMA Central Europe marks another significant achievement. In 2025, the platform conducted multiple migrations and released groundbreaking features to transform affiliate operations. Its sights are set on 2026 — a year that will be focused on product refinements, sustainable growth through key industry partnerships, and delivering more key solutions for real affiliate managers.
Affiliate Success
Casino Guru secures SiGMA Central Europe B2C Awards’ Best Affiliate 2025 distinction
Casino Guru has won the “Best Affiliate 2025” category at the SiGMA Central Europe B2C Awards, distinguishing the company’s efforts in delivering the best online casino database and guiding players to the safest casinos of their choice.
Via Tuscolana hosted the ceremony on Tuesday, November 4, in Rome, Italy, distinguishing a number of companies, among which was Casino Guru, which secured the landmark accolade for itself.
Commenting on the win, Casino Guru’s Head of Casino Research, Matej Novota, said: “Winning the Best Affiliate 2025 award at the SiGMA Central Europe B2C Awards is a meaningful milestone for us as we approach the end of the year. At Casino Guru, we are honored to be recognized in this category. Our mission has always been to build the world’s most comprehensive online casino database and to offer impartial insights that empower players to make informed decisions. This award strengthens our resolve to continue serving as a trusted bridge between players and operators, while upholding the highest standards of integrity, transparency, and fairness in everything we do.”
Casino Guru has been awarded for its unflagging commitment to providing players with the most reliable up-to-date information about casinos and bonuses.
At its core, Casino Guru is committed to making the gambling industry safer and promoting best practices in Responsible Gaming. The company plays an active role in shaping these standards, drawing on its extensive experience, expertise, and firmly held values of fairness, integrity, and transparency.
Platforms such as the Global Self-Exclusion Initiative and Casino Guru Academy have been created to foster a better understanding of Responsible Gambling and how players and industry professionals can leverage it to their benefit.
Notably, the Casino Guru Awards have become a trend-setter in actively encouraging change on the part of industry stakeholders, and distinguishing deserving individuals and companies across numerous categories, such as Rising Star in Responsible Gambling, Most Impactful Social Responsibility Initiative, Fairest Bonus Policy, Industry Culture Shaper, and more.
Casino Guru has worked tirelessly, developing the world’s most complicated ranking system, the Safety Index, which carefully examines each casino’s offer, focusing on criteria favored by players, and issues an objective score that is also regularly updated.
Besides the Safety Index, Casino Guru has launched and maintains a world-beating independent adjudication service, the Complaint Resolution Center, which has returned more than $50m to players, including closing cases that involved more than $1m disputed by a single player.
Casino Guru is proud to receive the latest accolade from the SiGMA Central Europe B2C Awards, celebrating the company’s commitment to making gambling safer and better for everyone out there.
Conferences
Palms Bet Takes Center Stage as General Sponsor of the EEGS Affiliate Conference
The Eastern European Gaming Summit (EEGS) is proud to announce Palms Bet as the General Sponsor of this year’s Affiliate Conference, taking place alongside EEGS 2025 – where innovation, regulation, and strategic collaboration converge.
As one of Bulgaria’s leading gaming and entertainment brands, Palms Bet has played a pivotal role in shaping the local and regional iGaming landscape. Its continued investment in digital innovation and affiliate partnerships reflects a deep commitment to responsible growth and industry excellence.
The Affiliate Conference at EEGS will gather affiliate leaders, operators, digital marketers, and regulators to explore the evolving landscape of player acquisition, data-driven marketing, and compliance in regulated markets.
Through its support, Palms Bet reinforces the mission of EEGS — to create a dynamic space for learning, networking, and advancing the future of the gaming and affiliate ecosystem across Europe.
🎯 Save the date:
🗓️ 26 November 2025
📍 Inter Expo Center, Sofia
Join us for an inspiring edition of EEGS and the Affiliate Conference, powered by Palms Bet!
Let’s shape the future of iGaming together – where innovation meets collaboration, and affiliates lead the way!
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