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.
partnerships
QMRA launched in Greece – Game Lounge offers launching member website
Quality Mark Responsible Affiliates (QMRA) is a Quality Mark for iGaming Affiliates. QMRA outlines Compliance Codes for various markets. Among which Belgium, Denmark, Norway, Sweden, the UK, Italy and more. Affiliate websites that adhere to the market-specific codes will be allowed to carry the QMRA logo for one year, after which full recertification is initiated. Members will receive compliance reports, for instance to be shared with operators or authorities. Next to that, members have an online QMRA certificate for the duration of membership.
QMRA is a follow up of the Dutch Affiliate Quality Mark KVA, operating since 2021. KVA and QMRA members uphold the highest standards when it comes to iGaming Compliance.
As of today, QMRA is available for Greek iGaming Affiliates. Game Lounge, one of the first QMRA members, is launching member for QMRA Greece with HellasCasinos.Com.
Quote by Yiannis Mercouris, Head of Eastern Europe at Game Lounge: “Greece’s regulatory landscape is one of the strictest in the iGaming sector, and at Game Lounge, we take great pride in ensuring full compliance with these standards. Working with QMRA has been an excellent experience, and we’re committed to upholding responsible gambling practices for Hellascasinos.com. We look forward to strengthening this partnership as we continue to move forward.”
Quote by Steven Vrolijk, QMRA Director: “We are very happy to be live in Greece now, and proud to have a dedicated launching member right away. We thank Game Lounge, Yiannis Mercouris specifically, for having faith in our newest operation!”
Awards
ReferOn Wins SiGMA Awards and Highlights a Stellar End to 2024
ReferOn, the state-of-the-art affiliate management system, received the prestigious SiGMA Europe Award during the conference from November 12 to 14. The multi-day event saw over 27,000 delegates attend, with exhibitors like ReferOn able to interact with valuable B2B traffic and develop their professional networks.
Alexia Gauci, B2B Sales Manager, and David Harris, B2B Affiliate Team Manager, represented ReferOn at the event. They discussed the company’s tools and solutions with visitors and outlined its plans to develop its educational content with initiatives like the ReferOn Insights Seminars, which aim to support operators and affiliates in navigating the platform and increasing its effectiveness. The ReferOn team also highlighted the importance of an ever-changing market, with new features launched in the coming months and beyond.
Additionally, Alexia and David met with MicroGame’s CCO, Diego Mendez, to celebrate their recent landmark partnership. The collaboration will see ReferOn make significant strides to become Italy’s leading affiliate management system as MicroGame’s extensive portfolio of brands will implement the company’s solutions.
ReferOn team won the “Best Partner for Customer Acquisition & Retention 2024” category at the esteemed SiGMA Awards 2024 event. The company was presented with this award due to its commitment to improving the affiliate engagement process and its efforts to provide the best tools to address current operator and affiliate challenges.
Alexia Gauci commented, “The team is thrilled to receive this reputable award from a distinguished organisation like SiGMA. It’s an important milestone for us as we continue to develop our products and services to help operators and affiliates succeed. We have a lot of plans for 2025.”
Affiliate Compliance
Rightlander and RavenTrack Partner to Boost Affiliate Marketing Compliance and Advertising Opportunities
Leading iGaming compliance and tracking platforms unite to bolster affiliate marketing integrity.
Rightlander, a leading provider of marketing compliance and intelligence solutions, has announced a strategic partnership with RavenTrack, a prominent affiliate tracking platform. This collaboration aims to enhance marketing compliance and risk management for Raven Track clients and help identify untapped advertising opportunities with affiliates across global markets.
The partnership will offer access to Rightlander’s comprehensive suite of innovative marketing compliance solutions, including web, search, and social media monitoring to track affiliate promotional activities, content compliance scanning to ensure adherence to regulatory requirements and monitoring services.
RavenTrack’s diverse client base spans established and emerging markets, and this partnership addresses the growing need for robust compliance measures in regions with evolving regulatory landscapes.
Sarafina Wolde Gabriel, CEO of Rightlander, commented on the partnership: “We’re excited to partner with RavenTrack to offer our cutting-edge compliance and marketing solutions to their global client base. As marketing regulations tighten in established and emerging markets, our tools will help brands and affiliates navigate the complex landscape of marketing compliance and capitalise on advertising opportunities.”
RavenTrack is a leading affiliate tracking platform specialising in providing advanced tracking and analytics solutions to help brands optimise their affiliate marketing programs. Its client base includes prominent brands such as Jumpman Gaming, Betfred, Bet9ja, and Mr. Q, to name a few.
Adam Rowley, RavenTrack’s Managing Director, expressed enthusiasm about the partnership: “At RavenTrack, we understand the critical importance of marketing compliance. Our collaboration with Rightlander represents a significant step forward in our mission to provide our clients with robust, innovative and effective tools for managing their affiliate programs.”
“By integrating Rightlander’s advanced compliance solutions with our cutting-edge tracking platform, we’re empowering our clients to navigate the complex regulatory landscape with confidence while maximising their marketing potential.”
This partnership represents a significant step forward in promoting responsible and compliant marketing practices in the rapidly evolving affiliate marketing industry. By combining RavenTrack’s expertise in affiliate tracking with Rightlander’s advanced compliance tools, the collaboration aims to set new standards for transparency and regulatory adherence in the sector.