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Casino Guru’s Complaint Resolution Center Reaches a Major Milestone with 5,000 resolved Complaints

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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

TAG Media and Gamblitude Launch affie.ai

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TAG Media and Gamblitude Launch affie.ai

The AI-Powered Affiliate Manager Assistant Set to transform Affiliate Management in iGaming

TAG Media and Gamblitude have launched affie.ai, a guided decision-making engine built for iGaming affiliate managers. It combines TAG Media’s 150+ years of collective affiliate management experience with Gamblitude’s operator-grade data and analytics platform.

affie.ai will make its debut at SBC Summit Malta (28–30 April), where affie.ai’s Elaine Gardiner, Alana Weldon and Wojtek Sznapka will be demonstrating the platform to operators interested in becoming one of the first five launch partners.

The Problem affie.ai solves

Affiliate management sits at the centre of operator acquisition strategy. It demands financial judgement, negotiation skill, data literacy and market knowledge. Yet there is no industry-standard training, no widely accepted playbook and no safety net when a commercial decision goes wrong.

The data is there. What’s missing is consistent, effective interpretation. With time, an experienced affiliate manager may know what a declining CPA trend means in a specific market or when a revenue share deal needs renegotiating. A less experienced one may not – and that gap costs operators money, talent retention and competitive ground.

Even for experienced affiliate managers, having the requisite time and patience with convoluted systems and tools to spot gaps and opportunities, even ad hoc, is progressively rare, further limiting their ability to achieve sustainable growth within their affiliate programme.

By encoding proven affiliate management expertise directly into their daily workflow, affie.ai gives affiliate managers the ability to make decisions grounded in real programme data and industry best practice, positioning them for true proactivity with their affiliate partners.

What is affie.ai?

affie.ai is a guided decision-making engine, not a dashboard and not a tracking platform. It is trained on real affiliate programme performance data and built on the strategic frameworks TAG Media has applied across 50+ programme launches over the past decade.

On the data side, Gamblitude, founded by former STS chief technology officer Wojtek Sznapka and former STS chief sportsbook officer Piotr Cerlak, provides the analytical backbone: a cloud-native data layer purpose-built for iGaming operators.

The result is that affie.ai provides affiliate managers with specific, data-informed recommendations on deal structures, partner performance, programme optimisation and commercial risk insights, removing the time spent and consistency required in pulling reports, second-guessing spreadsheets to build progressive performance.

For operators, affie.ai delivers measurable reductions in programme management overheads, faster onboarding of new affiliate managers, institutional knowledge that stays in the business regardless of team changes and the agility to make rapid commercial decisions to positively impact the bottom line. affie.ai gives affiliate managers the power of proactivity.

Human Relationships, Sharper Decisions

Affiliate management is a relationship business. Trust between manager and affiliate drives long-term value – no tool replaces that.

affie.ai removes the noise around those relationships. Instead of debating whether a deal is commercially sound, the affiliate manager already has the answer and can focus on the conversation. affie.ai provides human-led decisions with AI-led precision, built on real data, not assumptions.

Elaine Gardiner, Co-Founder of affie.ai says: “After 17 years managing affiliate programmes for operators including Cherry Casino, Ninja Casino and Rizk, I know what good decision-making looks like in this role and I know how rarely it’s supported by the right tools. affie.ai takes the strategic thinking our team applies every day and makes it available on demand and at pace: specific to your programme, specific to your data and ready when the affiliate manager needs it.”

No Strings Attached Six-Week Trial – Five Places

affie.ai is offering five operators an exclusive six-week trial. No fees. No lengthy onboarding. Operators connect their affiliate programme data and their affiliate team uses the platform to obtain new insights on their own numbers, enabling faster commercial decisions on deals to build growth. To book a meeting, email [email protected] or visit www.affie.ai to register your interest in using affie.ai to build affiliate programme growth.

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Awards

Casino Guru shortlisted in “Casino Affiliate of the Year” category in AffPapa iGaming Awards 2026

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Casino Guru shortlisted in "Casino Affiliate of the Year" category in AffPapa iGaming Awards 2026

Casino Guru has been shortlisted in the “Casino Affiliate of the Year” category at the upcoming AffPapa iGaming Awards 2026, which will take place on May 20, 2026, wrapping up the final day of the AffPapa Conference Madrid.

Casino Guru is proud to receive this nomination, as it once again serves as proof of the company’s sustained focus on improving the wider industry ecosystem, prioritizing player protection, and championing a fair and transparent online gambling industry.

Casino Guru has worked consistently to improve the online gambling environment through its Complaint Resolution Center and Safety Index, both of which have become key pillars in helping players make informed choices.

Daniela Sliva, PR & Creative Project Director at Casino Guru, commented on the nomination: “Casino Guru is once again nominated for an awards ceremony that feels important and impactful. It is recognition of our collective efforts as a company to push past commercial results and drive meaningful, deep-rooted, and lasting change in the online gambling industry. Casino Guru remains, as it always has been, committed to providing players with the support they need to make their online gambling experience the best it can be.”

The AffPapa iGaming Awards 2026 place Casino Guru against a strong line-up of competitors vying for the accolade. The event itself also recognizes Operators and B2B companies, highlighting excellence across the wider industry.

Today, Casino Guru maintains one of the most comprehensive online casino databases, with frequent reviews ensuring accurate and up-to-date information on each brand. To simplify the research process, Casino Guru assigns a numerical score to each casino’s reputation, helping millions of players worldwide make better-informed choices about where to play.

Casino Guru is excited to celebrate the AffPapa iGaming Awards 2026 alongside some of the industry’s finest.

Furthermore, the month of May promises to be an exciting one for the iGaming industry, with the Casino Guru Awards entering their 4th annual edition and set to take place at The Xara Lodge, Malta, on May 25, 2026.

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Affiliate Announcements

Tiki Taka Play Partners with NetRefer for its Affiliate Marketing Platform

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Tiki Taka Play enhances its affiliate marketing strategy by partnering with NetRefer, driving growth and engagement in the gaming industry.

Spanish online casino operator Tiki Taka Play has partnered with NetRefer, the industry’s leading data-driven, AI-powered affiliate marketing platform, to power and manage its affiliate programme as the brand continues to grow its presence in Spain’s regulated online gaming market.

First launched in early 2025, Tiki Taka Play marked a significant step in the digital expansion of Grupo Tiki Taka Games, a national company with more than 50 years of experience in the land-based gaming sector. Originally established as a family-run gaming machine business, the group has grown into a recognised operator within Spain’s leisure and entertainment industry, with operations spanning gaming halls, betting venues, and amusement activities.

With Tiki Taka Play, the group extends that experience into the digital environment. The platform has been developed to bring the standards of its land-based operations online, offering players a structured and reliable gaming experience built around accessibility, trust, and long-term engagement.

The operator’s online catalogue includes a wide selection of slots alongside classic table games such as blackjack and roulette, as well as immersive live casino experiences. This curated offering allows Tiki Taka Play to cater to a broad spectrum of player preferences while maintaining a professional and consistent gameplay environment.

Operating within Spain’s regulated gaming framework, Tiki Taka Play holds the relevant licences granted by the Dirección General de Ordenación del Juego (DGOJ). Compliance, transparency, and responsible gaming therefore, sit at the centre of the operator’s approach, reinforcing the standards that have guided Grupo Tiki Taka Games throughout its decades-long presence in the industry.

Affiliate marketing forms a central pillar of Tiki Taka Play’s growth strategy as the brand establishes its presence in the competitive Spanish online gaming market. By selecting NetRefer, the operator gains access to a platform designed to deliver performance clarity, reliable tracking, and efficient partner management. Through NetRefer’s API technology, Tiki Taka Play benefits from seamless data transfer and real-time integration, allowing the operator to manage affiliate data accurately while maintaining operational efficiency across its programme.

Beyond these integrations, NetRefer’s broader ecosystem provides additional capabilities designed to support affiliate programme performance at scale. Solutions such as NetRefer BI Analytics enable advanced and customisable reporting, while NetRefer CoPilot AI enhances access to performance insights and operational knowledge through intelligent, data-driven assistance.

Reflecting on the process of selecting an affiliate platform, Marc De Rueda Colomés, COO of Tiki Taka Play, said, “When preparing the launch of Tiki Taka Play, we spoke with a number of our affiliates to understand which platforms they trusted most. NetRefer consistently stood out as one of the most balanced solutions in terms of service and value. The platform’s reporting and analytics tools are already proving valuable for our team, and the professionalism and dedication shown by the NetRefer team from the beginning of our collaboration have reinforced our confidence in the partnership.”

Greice Bezerra, Regional Acquisitions Specialist at NetRefer, commented, “Tiki Taka Play’s partnership with NetRefer represents an exciting step in the digital evolution of Grupo Tiki Taka Games. We’re proud to support their team with reliable technology and flexible integrations that provide the transparency, performance insights, and operational confidence needed to build and scale a successful affiliate programme in the competitive Spanish online gaming market.”

As Tiki Taka Play continues to expand its presence in Spain’s regulated online gaming market, the partnership with NetRefer provides the technology and operational foundation needed to support the growth of its affiliate programme. With greater performance visibility, advanced reporting capabilities, and scalable affiliate infrastructure, the operator is well-positioned to strengthen its partner network and drive sustainable digital growth.

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