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.
News
ReferOn Insights Seminar: A Comprehensive Guide for Operators
ReferOn, a state-of-the-art affiliate management system developed exclusively for casino and sports betting operators in the iGaming industry, announces the opening of a limited registration (closing 10th of May) for a free seminar. The seminar will cover valuable affiliate management tips directed at operators.
ReferOn brings several useful innovations to managing affiliate marketing in the form of a comprehensive set of tools and services – dynamic reporting, company grouping, a strong media module, easy flows for rewards, sub-affiliation, an IDC calculator, and many more. In its first year of operation, ReferOn has been recognized with industry nominations and awards including 5Star iGaming Media Awards, iGB Affiliate, SBC Casino Beats, and AffPapa Awards. Most recently, it has been shortlisted as an “Affiliate Software Provider” and “Rising Star Software” at the EGR B2B Awards.
The Referon Insights Seminar will be led by David Harris, B2B Affiliate Team Manager of ReferOn with 7+ years of experience in the iGaming market together with Alexia Gauci, B2B Sales Manager at ReferOn as a moderator. This event will help operators, both existing partners and those who are interested in the product, learn valuable information on what ReferOn can deliver to the user with the following agenda;
- Data Discovery: Dashboard, Statistics, Reporting and APIs
- Tracking Methodology: Creating a campaign, Creating a media item, Setting deals individually or in bulk, and Bulk actions
- Management Tips: Company adjustments, Master affiliate adjustments, Manager reassignments, Password setting and 2FA, Payment method checks, and Support reminders.
The duration of the first seminar will be approximately 45 minutes, followed by a Q&A session. Following the seminar, a set of useful instructions will be published and sent to the participants of the event.
David Harris shared details about the upcoming seminar, “Our goal is to give operators useful hints and tools they need to optimize their processes and scale their affiliate marketing efforts into new markets and regions. We look forward to sharing our knowledge and experience with the community.”
ReferOn’s team invites all interested operators to join us for this seminar. The number of seminar participants is limited and there is no fee to participate in the session.
Mark in your calendar: 15 May 2024, 2 PM (GMT+2).
Affiliate Announcements
3 New Websites Approved by QMRA
QMRA was launched as a quality mark for iGaming affiliates at the beginning of February.
QMRA is the international follow up of KVA (https://kva.nl/), a successful Dutch iGaming Quality Mark (over 85 Dutch member websites, 10 connected operators among which bet365, LeoVegas, 711, tombola and more).
QMRA is available for the following markets:
Belgium, Spain, Denmark, Germany, Norway, Sweden, USA Michigan, UK, Poland and Estonia
Various well known international affiliate companies joined QMRA already:
- Game Lounge, Gaming Innovation Group and Leadstar Media
Now, Applied Digital Media is part of our initiative as well: Casino.dk, OnlineCasino.be and OnlinePoker.se have been found compliant.
The above websites have been checked by our compliance team, following the applicable law (relevant for affiliates) in the respective jurisdictions. All websites received a report on how they comply with our QMRA codes:
https://qmra.eu/active-markets/belgium/, https://qmra.eu/active-markets/sweden/, https://qmra.eu/active-markets/denmark/
We expect to add more members in the coming weeks and invite anyone, active within one of the QMRA jurisdictions, to join us!
Affiliate Announcements
WA.Technology Launches WA.Affiliates
WA.Technology, an award-winning B2B iGaming solutions provider, announces the launch of WA.Affiliates, a next-gen iGaming affiliate management platform. WA.Affiliates empowers operators to manage and optimise their affiliate programs for enhanced profitability, broader market reach, and streamlined, successful operations.
WA.Affiliates combines an intuitive user interface with a clean, functional design, facilitating simple affiliate performance management. The platform solution is built on real-time optimisation and informed analytics so operators can expand their reach, increase traffic, and boost revenue with maximum efficiency.
Key features include personalised and customisable agreements for each affiliate, integrated user tracking for intelligent insights, and an optimised iGaming-oriented back-office. WA.Affiliates’ support includes zero setup fees alongside free panel transitions and integrated wallets for transaction security and straightforward migration.
Operators can reap the benefits of effortless management thanks to WA.Affiliates’ user-friendly dashboard configuration. Around-the-clock support offers real-time assistance and uncomplicated navigation, giving operators the upper hand in the global marketplace. Hourly insights, detailed reports, and in-depth analysis perfect data-driven decisions for improved acquisition and retention strategies. WA.Affiliates also motivates affiliates via its engaging gamification system, and intelligent user-tracking provides accurate information on campaign performance.
Tim Scoffham, CEO of WA.Technology, shared his enthusiasm for the launch, saying, “With WA.Affiliates, we’re forging a new path in the iGaming industry, creating a platform that not only meets but anticipates the needs of our partners. Our focus on innovation and customised solutions makes WA.Affiliates a key player in driving growth and profitability. We’re simplifying affiliate management to deliver tangible results, demonstrating our commitment to leading the way in digital excellence. At WA.Technology, we’re not just following the path to excellence – we’re creating it.”
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