Casino Guru’s Complaint Resolution Center has reached a significant milestone as it celebrates its fifth anniversary, marking its role as a key player in resolving disputes within the online gambling industry. Launched in August 2019, the Center has established itself as an essential resource for players worldwide, addressing over 42,000 complaints and recovering more than $33 million USD for affected users.
The Complaint Resolution Center was created with the aim of providing an independent platform where players could resolve issues with online casinos. Over the past five years, the platform has not only achieved this goal but has far exceeded initial expectations.
Key Milestones
- First Resolved Complaint: In August 2019, the Center resolved its first case, laying the foundation for what would become a highly effective service for players.
- Published Complaints: The Center has published over 42,000 complaints to date, with an average of 23 per day. This rate has doubled in recent years, consistently exceeding 1,000 published complaints per month over the past 14 months.
- Resolved Complaints: More than 12,000 complaints have been successfully resolved, ensuring fair outcomes for players and helping maintain integrity in the online gambling sector.
- Monetary Recovery: The Center has returned over $33 million USD to players, averaging $18,072 USD in daily recoveries.
- Team Growth: Starting with just two team members, the Center now has a dedicated team of 21 professionals, including 15 Resolvers and 6 First Response agents, enabling faster and more effective complaint management.
- Largest Resolved Complaint: A record-setting resolution of $1.99 million USD was handled in 2023 after two months of negotiations by a dedicated Resolver.
- Most Active Player: A player from Italy holds the record for the most submitted complaints, with a total of 67.
Industry Impact The Complaint Resolution Center has set a new standard for dispute resolution in the online gambling industry, mediating between players and casinos to ensure transparency and fairness. Its success is not only measured by the number of cases handled but also by the positive outcomes and financial recoveries for players.
Over the past five years, the platform has expanded significantly in both its capacity and operational reach, becoming a trusted resource for players globally. The Center’s ability to resolve disputes and drive accountability within the iGaming sector highlights its importance in promoting responsible gambling and ethical practices.
Looking ahead, Casino Guru’s Complaint Resolution Center plans to continue its efforts in player protection by expanding its team, enhancing its technology, and strengthening partnerships across the industry. The platform is well-positioned to remain a leader in fostering fair treatment and dispute resolution for online gaming enthusiasts.
“We are incredibly proud of what we’ve achieved over the past five years,” said Petronela Kontos, Complaints Team Lead, Casino Guru. “Our goal was always to provide a space where players could find justice, and today, we celebrate the countless success stories that prove we’ve made a real difference.”
