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.
QMRA is a Compliance Quality Mark for iGaming Affiliates, launched by XY Legal Solutions B.V. (XYLS). XYLS launched a Dutch Quality Mark, KVA (https://kva.nl/), in September 2021, now working with numerous operators (LeoVegas, ComeOn, 711, TonyBet, Hard Rock Casino) and 90+ members.
In February 2024, QMRA was launched. Affiliates from the following markets were able to apply for the Quality Mark: Belgium, Spain, Denmark, Germany, Norway, Sweden, USA Michigan, The UK, Ontario and Estonia. As of today, Italian affiliates will be able to join QMRA as well. Applicants will receive:
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- A Compliance Report, containing compliance feedback if needed, in certain cases usable for obtaining a Meta Ads License;
- A specific Online Certificate about the member website, explaining its compliance (https://qmra.eu/members/affiliates/);
- Possibility to consult the QMRA team on compliance related questions.
Several joined since launch, representing all available markets so far. Among joining companies were Leadstar, ADM Group, BetFans, Game Lounge and Gentoo. Game Lounge and Gentoo decided to make QMRA official company policy. Sitebee, a Gentoo launched Compliance Tool, announced an official partnership with QMRA on legal support last week.
Affiliate Announcements
Registration opens as ‘Nuevos Horizontes’ unveiled as creative theme for Barcelona-bound iGB Affiliate
As registration opens for iGB Affiliate, ‘Nuevos Horizontes’ (New Horizons) has been unveiled as the creative theme driving the international marketing campaign in support of the 2025 edition which will be the first to take place at Fira Gran Via, Barcelona alongside sister show ICE.
Explaining the thinking behind the creative Naomi Barton, iGB Events’ Global Portfolio Director said: “The iGaming industry is continually evolving, and our 2025 campaign invites affiliates to explore new horizons at our exciting new venue, Fira Gran Via in Barcelona.
“iGB Affiliate is the home of the igaming affiliate community, and it enables connection, growth and shared business success for our audience of affiliates, operators and tech vendors. This campaign will drive our community into uncharted territory, sparking a spirit of exploration that embraces emerging markets, innovative strategies, and untapped commercial opportunities. It equips affiliates with the tools and insights needed to adapt, innovate, and conquer new horizons.”
She added: “With our move to Barcelona we’re setting our sights on an incredibly bright future. The additional space at Fira Gran Via, Barcelona, which is among the largest exhibition venues in Europe, will enable iGB Affiliate to achieve its full potential and continue to connect the best affiliates with the best operators and tech vendors.
“The 2025 edition of the show is set to feature a record 250 exhibitors and sponsors, occupying 15,000 sqm of space. The enhanced facilities in Barcelona will empower the affiliate community to forge new igaming connections, build strategic and trusted partnerships, expand their networks, and explore uncharted territories.”
Casino Guru has won the SBC Awards 2024 in the “Casino Affiliate of the Year” category, which was contested by 12 shortlists and, which was ultimately won by the company.
Casino Guru is the biggest database of online casinos and online casino bonuses with up-to-date information on thousands of online casinos on the internet, providing human-reviewed insight into individual casinos and devising a complex Safety Index to help assess brands and help players make an informed choice.
The database has grown rapidly, with Casino Guru upholding its “Casino Affiliate of the Year” status by consistently updating its repository with accurate, human-verified data. The accolade was awarded based on key performance indicators, including a more than 100% increase in organic traffic and a noticeable expansion in referring domains over the observed period.
Casino Guru’s Head of Sustainable & Safer Gambling Šimon Vincze, had this to add: “Winning a major award for best casino affiliate is an excellent achievement for us because, as a private company, we do not disclose every commercial detail in the nomination. Instead, we focus on unique achievements and use publicly available information, which puts us at a disadvantage against publicly listed companies. Despite such strong competition, we still managed to convince the judges this year.”
Casino Guru has so far processed more than 6,930 casinos and it currently is the world’s largest gambling casino forum, proving an invaluable source of information for players of all backgrounds. The Casino Guru Forum now numbers 200,000 users and has generated 53,000 posts in the 12 months leading up to the company’s submission for SBC Awards 2024.
In the observed period, the brand has similarly handled 13,514 disputes, compared to 10,708 from the previous period and recovered $10,121,109 in player funds. Casino Guru established 310 new partnerships over the same period.
The accolade comes after Casino Guru added 1,201 new casino brands in the period leading up to the company’s submission alone, with 3,750 casinos reviewed over the extended period, the result of a dedicated joint effort by the company’s team of experts.
The company has used big data, consumer feedback, and a fastidious in-house team of analysts to ensure that it remains at the very forefront of the sector, winning it the important SBC Awards accolade in the “Casino Affiliate of the Year,” and further consolidate its status as an indispensable industry source for matching players with the best casino websites.
This is hardly the first distinction won by Casino Guru this year, or the first time Casino Guru’s efforts have been rewarded at an industry summit.
Casino Guru similarly secured the Vixio Global Regulatory Awards distinction in the “Outstanding Contribution to Safer Gambling” category, demonstrating that as an affiliate company, Casino Guru remains multi-faceted, and fully committed to bringing the safest and most reliable information to its players.
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