Casino Guru, a prominent advocate for online gambling fairness, has successfully mediated a $1.35 million complaint through its Complaint Resolution Center, underscoring its dedication to transparency and player protection within the iGaming sector. This case adds to Casino Guru’s significant record of dispute resolutions, following a $1.99 million resolution in 2023, which stands as the platform’s largest to date.
The recent dispute involved a player whose account was unexpectedly suspended after initiating a partial withdrawal of their $1.35 million balance. Despite fulfilling all verification requirements, the player faced prolonged delays in accessing their funds. Casino Guru’s mediation, which spanned 2.5 months, ultimately secured the full amount for the player, showcasing the platform’s commitment to fair outcomes and sustained engagement in complex cases.
Since its establishment in 2019, Casino Guru’s Complaint Resolution Center has mediated over 42,000 complaints, successfully resolving more than 12,000 and recovering upwards of $33 million on behalf of players worldwide. The Center’s achievements, including the record-breaking $1.99 million resolution last year, highlight its effectiveness in handling high-stakes and intricate cases.
Looking forward, Casino Guru aims to further bolster its team and technological capabilities to enhance the Complaint Resolution Center’s efficiency and reach. By continuing to collaborate with industry stakeholders, Casino Guru seeks to advance responsible gaming practices and strengthen its position as a leading resource for player rights and dispute mediation in the iGaming sector.
“Resolving cases of this magnitude is exactly why we established the Complaint Resolution Center,” said Petronela Kontos, Complaints Team Lead at Casino Guru. “We’re committed to protecting players and maintaining accountability within the industry, and these cases underscore our commitment to those values.”
