Key points:
- Casino Guru's Complaint Resolution Center has recovered over $40m for online gambling customers since its 2019 launch
- The Center published its 50,000th complaint in March 2025 and has expanded its team to 25 members
- Recent high-value resolutions include a $1.34m case from Lebanon and two cases exceeding $300,000 each
Casino Guru’s Complaint Resolution Center (CRC) has reached a new milestone, helping players recover over $40m as of February 2025.
In addition to this financial benchmark, March 2025 saw the publication of the Center’s 50,000th complaint.
The final quarter of 2024 played a crucial role in surpassing the $40m threshold, with three high-value complaints alone accounting for a sizable portion of the total recovered.
Notably, a Lebanese player recovered $1.34m in a case involving KYC verification, while two additional cases – each exceeding $300,000 – were linked to jackpot and account access issues from players in Georgia and India.
Good to know: Since launching in August 2019, the CRC has now handled over 51,000 complaints and resolved more than 14,000 cases, maintaining a 28% resolution rate
To meet rising demand, the CRC expanded its team in early 2025, adding four new members to bring its total staff to 25.
One of these team members now focuses exclusively on self-exclusion-related cases – a category that has seen a marked increase.
In response, the CRC published its first internal ‘Self-Exclusion Manual’, aiming to ensure consistent and empathetic handling of such cases.
Commenting on the recent achievement, Head of CRC Petronela Kontos stated: “Reaching this milestone is more than just a number - it’s a testament to the hard work of our team and the trust players place in us.
“Each case we resolve means someone was heard and treated fairly. We’re especially proud of our work on high-stakes and complex disputes.
“Looking ahead, we remain committed to strengthening the rights of players and setting a new standard for the entire industry.”
