Connect with us
Prague Gaming & TECH Summit 2025 (25-26 March)

Latest News

Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

Published

on

Reading Time: 3 minutes

 

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.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

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.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)
Continue Reading
Advertisement

Compliance Updates

Kambi Group plc secures licensing approval in Nevada

Published

on

kambi-group-plc-secures-licensing-approval-in-nevada

 

Approval from the Nevada Gaming Commission paves the way for Kambi to provide its premium sports betting solutions in Las Vegas and across the Silver State

Kambi Group plc (“Kambi”), the home of premium sports betting solutions, has received approval for its Nevada gaming licence applications, marking a significant step towards launching in one of the world’s most iconic betting markets. The Nevada Gaming Commission approved Kambi’s application for Manufacturer & Distributor Licenses and an Information Services License, following a unanimous recommendation by the Nevada Gaming Control Board (“NGCB”) earlier this month.

The licences will enable Kambi to provide its industry-leading sportsbook technology and services to nonrestricted gaming establishments in Las Vegas and across the state of Nevada for the first time. With limited B2B competition in the state due to the high regulatory requirements, Nevada presents Kambi with future growth opportunities in line with its strategy to expand its footprint across the Americas.

Kambi has been at the forefront of the regulated US sports betting industry since 2018, processing the first legal online wager outside of Nevada following the repeal of PASPA. This latest achievement underscores the company’s dedication to delivering world-class sportsbook solutions while adhering to the highest standards of regulatory compliance and corporate probity.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

Werner Becher, CEO of Kambi, said: “Securing approval for our licences in Nevada is an important milestone for Kambi and a testament to our market-leading technology, regulatory expertise and corporate integrity. Nevada is widely known as the gold standard for betting and gaming regulation, insisting on a standard that few companies can meet, and is therefore recognition of Kambi’s unwavering commitment to excellence. We would like to thank both the Commission and NGCB for their thorough review and approval of our applications.”

The post Kambi Group plc secures licensing approval in Nevada appeared first on Gaming and Gambling Industry in the Americas.

Continue Reading

Edgar Pau Co-Founder of Red Desert Games

Red Desert Games Signs Deal with Light & Wonder

Published

on

red-desert-games-signs-deal-with-light-&-wonder

 

Red Desert Games content developed by leading industry veterans set to further add to Light & Wonder’s innovative offering.

Red Desert Games launches its new and innovative slot content via the Light & Wonder content marketplace, through the Light & Wonder™ Spark studio partner program.

Red Desert Games is an emerging slot studio founded by land-based and iGaming industry veterans. The young studio team members have over 100 years combined experience in the global slot industry and are now applying their substantial knowledge, experience, and deep passion for slots to create innovative and engaging content to delight and excite.

As part of this new agreement, iGaming content developed by Red Desert Games will be distributed exclusively across Canada and the USA to Light & Wonder’s extensive operator network and elsewhere around in other key regulated markets via Light & Wonder’s Infinity aggregation platform.

The addition of Red Desert Games to the Light & Wonder™ Spark studio partner program’s roster of premium game studios further cements Light & Wonder as one of the world’s leading content marketplaces. It demonstrates once again Light & Wonder’s ongoing commitment to diversifying its content offering, as well as providing an opportunity for independent studios to significantly boost their international reach.

Edgar Pau, Co-Founder of Red Desert Games said: “We are extremely excited to be selected by Light & Wonder to join their partnership program. Light & Wonder has an unrivalled footprint and is the perfect fit to distribute our range of innovative and engaging games to its global network.”

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

“We have been extremely impressed by the whole Light & Wonder team and our interactions to-date. Their product feedback, enthusiasm to work with us and recognition of the uniqueness of our content has given us encouragement that they are the right partner to launch us into the global market.”

Steve Mayes, Senior Director of Partners at Light & Wonder, added: We are delighted to welcome Red Desert to the Light & Wonder™ Spark studio partner program. Our program is committed to collaborating with the most forward-thinking and innovative new studios, and Red Desert’s distinctive game concepts, inventive mechanics, and meticulously crafted, visually captivating titles truly embody these values. We are excited to support their global expansion and look forward to a promising and successful journey together.

The post Red Desert Games Signs Deal with Light & Wonder appeared first on Gaming and Gambling Industry in the Americas.

Continue Reading

Compliance Updates

Michigan Lottery Achieves iCAP Re-certification for Responsible Online Gaming Practices

Published

on

michigan-lottery-achieves-icap-re-certification-for-responsible-online-gaming-practices

 

The Michigan Lottery has received re-certification for its commitment to responsible gaming after completing the Internet Responsible Gambling Compliance Assessment Program (iCAP) through the National Council on Problem Gambling (NCPG).

The Lottery first earned iCAP certification in October 2015 and was the first lottery in the United States to achieve this certification.

“We are incredibly proud to have once again received certification for our commitment to responsible gaming through the iCAP program, underscoring the Lottery’s dedication to player safety and well-being. We will continue to prioritize responsible gaming practices and provide Michiganders with the resources and support they need to play responsibly,” said Lottery Commissioner Suzanna Shkreli.

Developed by the NCPG, iCAP is the first and only online responsible gaming assessment program in the US. The NCPG evaluated the Lottery’s compliance with Internet Responsible Gaming (IRG) standards developed based on best practices from jurisdictions around the world. IRG standards are the highest standards for online responsible gaming in the nation. The nine areas of focus for the NCPG iCAP certification are:

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

• Corporate policy and commitment to responsible gaming

• Staff training

• Information available to players through com, and player account features to assist players in informed decision making

• Assisting players who indicate they are in distress or experiencing problems

• Self-exclusion and player-initiated restrictions on online play

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

• Advertising and promotion

• Game and website features that assist with gambling responsibly

• Research based on the transparency of play data

• Payment controls and limits

• iCAP re-certification provides Lottery players assurance that MichiganLottery.com is trustworthy and has adopted the best standards of player protection.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

The NCPG, a non-profit organization founded in 1972, leads state and national stakeholders in the development of comprehensive policy and programs for all those affected by problem gambling.

Michigan Lottery players have a chance to win up to $500,000 instantly playing online. Players also may win prizes ranging from $1 up to multi-million dollar jackpots playing Powerball, Mega Millions, Lucky for Life, Lotto 47, and Fantasy 5 online. Through its online platform, the Lottery offers players more than 200 different games with plays ranging in price from .05 cents to $20.

The post Michigan Lottery Achieves iCAP Re-certification for Responsible Online Gaming Practices appeared first on Gaming and Gambling Industry in the Americas.

Continue Reading

Trending