Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos – European Gaming Industry News|Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos – European Gaming Industry News|Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

Casino Guru has launched a complaint resolution center in August 2019 . This allows casino players to submit public complaints about online casinos and get assisted by the Casino Guru team that investigates the situation and tries to make things right.

Since then, they have been helping an ever-increasing number of players, and the end of 2020 saw the number of resolved complaints in the Casino Guru system surpass a milestone of 1000 – a great feat displaying the impact of conflict mediation on the industry.

There are thousands of online casinos operating across the world, and not all of them behave in accordance with what most players and experts would consider ‘fair play.’ Some of them are outright malicious, whereas even very good casino websites sometimes mistreat a player, either knowingly or unknowingly.

Being able to submit a public complaint and get assisted by experts that know how the industry operates and what to do , is a great feature that is available on Casino Guru, as well as other casino-related websites, alternative dispute mediation services, and directly via regulators and licensing authorities.

Matej Novota, the head of Casino Guru’s Data and Complaint team, is delighted to see his team making a difference. “There are currently 8 people in our team helping players with their casino-related complaints. It takes quite a lot of work to assist hundreds of players each month, to investigate the situation, find out what really happened and how the situation should be handled fairly, and then try to get the casino to make things right. That said , it gives us an opportunity to help players directly and perhaps even change the entire industry for the better , which definitely makes it all worth the countless hours we put in.”

According to Matej, most common complaints about online casinos are related to these areas:

  • Rejected bonus payouts because of breached bonus terms
  • Delayed withdrawals or other withdrawal-related issues
  • Issues with KYC verification or blocked accounts
  • Player fraud accusations
  • Issues related to self-exclusion and other responsible gambling tools

He also added that the number of resolved complaints does not tell the entire story. “We surpassed the number of 500 complaints per month in December for the first time . Most of those get rejected because players stop communicating or because the casino actually hasn’t done anything that can be considered unfair. As for the remaining, justified complaints , we do our best to get them resolved, but this is not always possible , as not all casinos cooperate and are willing to adhere to our relatively strict idea of what is fair and what isn’t.”

Regarding the recent milestone, Matej commented: “The counter of successfully resolved complaints is over 1000 now and we are happy to have passed this milestone, but I also have to add that some of these complaints would get resolved even without our direct help. Sometimes, the player’s issue sorts itself out without our assistance. And sometimes, we don’t need to intervene, as simply the fact that the player has complained publicly – which can potentially hurt the casino’s reputation – can help the casino change their mind and make things right by themselves. But some cases are extremely complex and require a lot of analytical thinking and time to find out what happened and make things right, and it’s these cases that are the most rewarding to get resolved. Really makes it all worth it!”

Arguably, it would be even better if all things worked in a way that players wouldn’t have to complain at all, but that isn’t likely to happen any time soon. That’s why it’s good that websites like Casino Guru assist players with their issues, and, to make things even better, do it absolutely for free.

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Related Topics: Casino GuruMatej Novota the head of Casino Guru’s Data and Complaint team

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Latest News

Coin Quest 2 – The new blockbuster game from Slotmill!

December 14, 2022

Reading Time: < 1 minute

Slotmill is proud to announce the forthcoming release of “Coin Quest 2” – a sequel to our insanely popular slot “Coin Quest”, which introduced our new, ground-breaking, and trademarked feature “Coin Clusters”.

Coin Quest 2 is the result of player requests for a higher max win, increased bonus frequency, and enhanced features. The team has gone to great lengths to perfect the gameplay, and in light of this, the 9,5 score by Bigwinboard is extra satisfying.

Jamie Boyle, Product Owner at Slotmill said “It is extremely pleasing to receive player feedback on our games and equally to be able to take this into account in our productions. We have a rapidly growing number of fans out there, and we do our utmost to deliver exciting new content and to push the envelope of slot development”.

Coin Quest 2 has been released today, December 14.

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Casino Guru and Gordon Moody Combine to Reinforce Self-Regulation through Free Safer Gambling Course

December 14, 2022

Reading Time: 2 minutes

In line with the theme of collaboration at GambleAware’ s Annual Conference, Casino Guru, the leading online casino database in the world and a global gambling authority, have joined forces with Gordon Moody, a UK-based charity providing treatment for gambling addiction, to deliver a free interactive safer gambling course aimed at reinforcing the benefits of safer gambling.

With Gordon Moody’s / Better Change’s own E-Learning platform and Virtual Classroom now operational, and Casino Guru’s Global Self-Exclusion Initiative in progress, both companies are working tirelessly to expand safer gambling standards and promote self-regulation.

Building upon the information contained in the free course, operators can further drill down for bespoke knowledge through Gordon Moody’s / Better Change’s learning platforms to meet the demands of developing market segments.

The newly released course is a part of the Casino Guru Academy, an initiative created as yet another way of bringing Casino Guru’s vision of a better and safer gambling industry to life. It is the third course released by the company to date, following courses dedicated to customer support and casino bonuses.

From covering the basics of safer gambling to exploring the use of AI and markers of harm in identifying problem gambling, the course hopes to showcase the value of sustainable and safer gambling. It is primarily targeted at industry professionals aiming to expand their knowledge, but players are also guaranteed to find a great deal of useful information

Simon Vincze, Casino Guru’s Safer and Sustainable Gambling Lead, commented: “We are extremely happy to bring Gordon Moody’s decades of experience into this advanced course. All of our Academy courses are created with the intention of giving our participants the maximum possible value within a limited time frame.”

Combining Casino Guru’s expertise in player complaints and global online gambling market with Gordon Moody’s experience with problem gamblers and treatment, it is hoped to showcase the benefits brought by the practical usage of safer gambling principles to operators worldwide.

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S8UL scripts history; becomes first Indian Esports organisation to win ‘Content Group of the Year’ award globally at ‘Esports Awards’22’

December 14, 2022

Reading Time: 3 minutes

S8UL, one of India’s leading Esports organisations have made esports history by becoming the country’s first Esports organisation to win globally at the coveted ‘Esports Awards 2022’ in the ‘Content Group of the Year’ category on Wednesday.

S8UL is the brainchild of the country’s esports industry veterans, Naman Mathur aka Mortal, Animesh Agarwal aka 8Bit Thug and Lokesh Jain aka Goldy. This triumph was a long-awaited one for the Indian esports community and winning against global sensations from the industry including the likes of 100 Thieves, FaZe Clan, OTK, G4TV, Tribo Gaules etc at a global esports recognition event, is a matter of great pride for S8UL and for Indian esports. This is bound to do good things for them, as well as for Indian esports globally in terms of recognition and respect.

Lokesh Jain aka Goldy, Co-Founder, S8UL while reflecting on this momentous achievement said “I talk a lot with fans, with creators and with everyone, but today I am speechless. The journey we have mapped together as a team seems like a blur and a vivid memory all at once. What looks like a winning moment, is actually made up of those 100s of little moments everyday, where we put in the hard work, miss special personal events, sacrifice sleep, go through lows, brainstorm, rise again and create, create, create content like we mean it. It’s such a moment, for all of us. Three cheers for the team!”

Since its very inception, S8UL has been the frontrunner of gaming content in India. They have challenged the status quo at every turn, and have leveraged social media platforms like YouTube, Instagram, Discord etc to bring together some of the best gaming content creators under a single umbrella, to create outstanding gaming content, watched everyday by millions of viewers. The high calibre of their esports talent which includes Mortal, Scout, Payal, Mamba, Rega, Krutika, Sidd, Kaashvi, and many more is evident from the various esports titles they have bagged over the years and the fandom they enjoy.

“Love us or really love us, but we are, as of 10:35 AM IST today, officially the “global content group of the year” and no one can take that away! So then, do dreams come true? As of now, I can proudly say that they can. We dreamt, we worked and clearly we’ve done something right, to be here today! And that’s all I ever wanted, for us to do a lot of small rights, winning the right to win big. This is the biggest motivation to take things only bigger from now on. 2023, here we come!” said Animesh Agarwal aka 8Bit Thug, Co-Founder, S8UL

Alongside S8UL, their co-founder and the face of Indian gaming and esports Naman ‘Mortal’ Mathur was also nominated at the awards for the ‘Esports Personality of the Year’ category where the first place was bagged by Nadeshot, owner of 100Thieves; and the results for second and third positions are still awaited. He is also the only Indian Esports athlete to be nominated in the history of the global “Esports Awards”. In 2020 and 2021, Naman won second place for the Streamer of the Year for two consecutive years.

“If we have learnt anything today, it’s that a group of passionate people, sitting somewhere in a ‘developing’ country CAN create history. Words fail me as I see our dream as a dream team come true. Seeing us being celebrated by the global esports community, it’s a real feeling. It’s really time to pause, reflect and feel happy. But we also have one eye on the future and we hope to break all records. Thanks to the fans who watch us everyday and motivate us to show up with great content, Thanks to the brands who have worked with us as a content group, but most of all, thanks to the creators who work hard all day everyday, this is our moment in the sun!” said Naman Mathur aka Mortal, Co-Founder, S8UL

Dedicated to showcasing top-class performance and innovation, the Esports Awards recognises excellence in Esports and ensures that success and achievement in esports is celebrated globally. The 2022 edition of the awards was hosted in Las Vegas where prominent names from the Esports community all over the world were in attendance.

S8UL have recently unveiled their Pokemon Unite and PUBG: New State rosters and aims to dominate India’s Esports space with top-notch athletes competing in multiple Esports titles.

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