Key points:
- Casino Guru's Complaint Resolution Center has handled over 42,000 complaints and recovered more than $33m for players in its five-year history
- The platform has experienced growth over this time, with complaint volumes doubling in recent years and staff expanding to 21 professionals
Casino Guru's Complaint Resolution Center recently celebrated five years of successful player dispute resolution in the online gambling industry.
Since its launch in August 2019, the Center has established itself as an independent platform for addressing player grievances, resolving more than 12,000 complaints and recovering over $33m for players globally. This translates to an average daily recovery of $18,072.
Growth has been particularly notable in recent years, with complaint volumes doubling over the past two years and consistently exceeding 1,000 monthly submissions for the past 14 months.
To manage this increased demand, the Center has expanded from its initial two-person team to a professional staff of 21, including 15 Resolvers and 6 First Response agents.
Good to know: The Center's largest single resolution involved a $1.99m recovery in 2023
Commenting on the Center’s achievements, Petronela Kontos, Complaints Team Lead at Casino Guru, stated: "We are incredibly proud of what we’ve achieved over the past five years.
"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."
Looking ahead, the Center plans to continue expanding its operations, improving its technological capabilities and striking partnerships to promote responsible gambling practices across the industry.
On this theme, Casino Guru inked a partnership with BetBlocker earlier this year that centred around research and awareness campaigns about responsible gaming alongside technology integration.
