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Casino Guru’s Complaint Resolution Center marks its 5th anniversary, achieving significant milestones in its mission to protect players and resolve disputes across the online gambling industry. Since its inception in August 2019, the Center has transformed the landscape of player advocacy, with over 42,000 complaints published and more than $33 million USD recovered for players globally.
The Complaint Resolution Center was established with a clear vision—to serve as an independent platform where players could resolve issues with online casinos. Over the past five years, this vision has not only been realized but has exceeded expectations in every way.
Key Milestones
- First Resolved Complaint: August 2019, setting the foundation for future success.
- Published Complaints: Surpassing 42,000 complaints, with an average of 23 per day over the past five years. Remarkably, in the last two years, the average has doubled, and for the past 14 months, the number of published complaints has consistently exceeded 1,000 per month.
- Resolved Complaints: Over 12,000 complaints were successfully resolved, ensuring fair treatment for players and helping maintain accountability within the gambling industry.
- Monetary Impact: More than $33 million USD returned to players, averaging $18,072 USD daily.
- Team Growth: Starting with just two team members, the Center now boasts a dedicated team of 21 professionals, including 15 Resolvers and 6 First Response agents, ensuring swift and effective handling of complaints.
- Largest Resolved Complaint: A record-breaking resolution of $1.99 million USD, handled by Resolver Branislav B. in 2023, was achieved after two months of dedicated effort.
- Most Active Player: A player from Italy holds the record for the most submitted complaints, with an impressive 67 complaints.
Driving Change in the industry
The Complaint Resolution Center’s success reflects its commitment to improving transparency and fairness in the gambling industry. Its ability to mediate between players and casinos has set new standards for resolving disputes, making it a trusted ally for players worldwide.
The platform has witnessed exponential growth, both in the number of complaints submitted and in its operational capacity. Its impact is evident not only in the number of cases handled but also in the satisfaction of players, as evidenced by the more than 33 million USD in recovered funds.
“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.”
With ongoing success, Casino Guru’s Complaint Resolution Center aims to continue leading the way in player protection and dispute resolution. The platform will continue to expand its team, enhance its technology, and forge partnerships that promote responsible gambling and ethical practices across the industry.
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