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

Industry Awards

Soft2Bet’s Quickcasino Wins at EGR Europe Awards 2025

Published

on

soft2bet’s-quickcasino-wins-at-egr-europe-awards-2025
Reading Time: 2 minutes

 

Soft2Bet’s Quickcasino has been awarded “The Nordics and Baltics – Rising Star” at the prestigious EGR Europe Awards, reinforcing its status as one of the region’s most innovative and fast-growing online gaming brands.

This recognition is a testament to Soft2Bet’s commitment to market-leading technology, data-driven gamification, and player-first experiences. By combining cutting-edge mechanics with a highly localised approach, Quickcasino has established itself as a force in Sweden’s competitive iGaming landscape.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

A Market Leader in Innovation and Gamification

Quickcasino.se has redefined the Nordic and Baltic iGaming experience, blending seamless UX, high-speed transactions, and a unique gamification ecosystem to keep players engaged. Powered by Soft2Bet’s proprietary MEGA (Motivational Engineering Gamification Application) solution, the platform delivers dynamic challenges, real-time progression, and personalised incentives, creating an experience that is both immersive and rewarding.

Beyond gamification, Quickcasino’s commitment to top-tier security, lightning-fast payments, and market-driven customisation has resonated strongly with Swedish players. Its ability to merge high-performance technology with a player-centric approach, via MEGA, has driven remarkable growth, reinforcing its status as a market leader.

Uri Poliavich, Founder and CEO of Soft2Bet, commented: “Receiving European recognition from one of the leading industry awards is a proud moment for Quickcasino and Soft2Bet. This achievement not only recognises Quickcasino’s rapid success but also highlights how our B2C experience acts as a proof of concept for B2B partners. As we investigate new ways to enhance our offerings, the results we achieve with our brands showcase the power of our technology and help operators elevate player engagement, retention, and performance in highly competitive markets. This award reinforces our ability to drive success for our brands and partners.”

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

A Future Focused on Growth and Innovation

Quickcasino’s latest accolade adds to Soft2Bet’s growing list of industry recognitions. Looking ahead to 2025, the company is preparing for major market expansions, new strategic partnerships, and continuous advancements in gamification technology. With innovation at its core, Soft2Bet remains committed to pushing boundaries and delivering industry-leading solutions that shape the future of iGaming.

The post Soft2Bet’s Quickcasino Wins at EGR Europe Awards 2025 appeared first on European Gaming Industry News.

Continue Reading

Baltics

The Lithuanian Gaming Control Authority (LPT) has completed its inspection: Olympic Casino has been fined almost 8.4 million euros

Published

on

the-lithuanian-gaming-control-authority-(lpt)-has-completed-its-inspection:-olympic-casino-has-been-fined-almost-8.4-million-euros
Reading Time: 3 minutes

 

The company Olympic Casino Group Baltija (OCGB) did not take sufficient steps to identify the origin of Šarūnas Stepukonis’ losing funds, and the monitoring of his financial transactions was only formal and ineffective. Such violations were identified by the Gaming Supervisory Authority, which conducted an inspection of OCGB’s activities in Lithuania. The company was fined almost 8.4 million euros.

The Gaming Supervisory Authority (LPT) investigated the actions taken by OCGB in response to Š. Stepukonis’ transactions on the company’s gaming website from December 2016 to the end of June 2021. The law obliges gaming operators to ensure that customer funds are not obtained from criminal activities or through participation in such activities. It is also mandatory to verify the origin of the funds. LPT found that the measures applied by OCGB were poor and insufficient, and the monitoring of Š. Stepukonis’ transactions was formal.

Gambling organizers must report suspicious transactions to the FNTT. Š. Stepukonis’ transactions had obvious signs that should have raised suspicions for the gambling organizer. However, the FNTT was not informed about this.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

During the inspection, evidence was also collected that Š. Stepukonis’ gambling was irresponsible. The gambling company should have noticed this, especially since the client was assigned a personal manager who saw all of his transactions.

“Instead of finding out whether Š. Stepukonis had a gambling problem or informing the supervisory authority, Olympic Casino encouraged him to gamble even more. An individual incentive package was prepared for him. A total of 1.3 million euros was allocated for this. This “bonus” could only be spent on gambling. Other incentives were also allocated,” – comments on the results of the inspection by LPT Director Virginijus Daukšys.

Since mid-2021, gambling companies in Lithuania have no longer been allowed to offer incentives to their customers that they would later lose. Just before this tightening came into effect, Š. Stepukonis’ virtual gambling was moved from Lithuania to Estonia, where it was still allowed to encourage gamblers.

In this way, it was possible not only to maintain incentives for gambling, but also to avoid supervision by the LPT. If an ordinary gambler from Lithuania tried to go and register on the Estonian Olympic Casino website, he would be redirected to the Lithuanian website. However, in the case of Š. Stepukonis, the redirection was not carried out. These circumstances are part of the pre-trial investigation.

During the inspection, a total of five violations of the provisions of the Law on the Prevention of Money Laundering and Financing of Terrorism and the Law on Gambling were identified.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

The law allows for a fine of up to twice the amount of damage caused. The damage was determined to be 6.4 million euros – the amount Š. Stepukonis lost at the Olympic Casino in Lithuania. When calculating the fine, an aggravating circumstance was taken into account – the company did not cooperate during the inspection.

According to V. Daukšys, after this story came to light, steps were taken to prevent similar cases from recurring. The most important change is the law, proposed by the LPT, which obliges gambling companies to take action upon noticing irresponsible gambling and to provide information about it to the LPT.

“Until now, there was no such obligation. Therefore, the LPT did not have information that would allow it to take preventive actions in advance,” says V. Daukšys.

The new Gambling Law will come into force in November this year. Its aim is to reduce the accessibility, attractiveness and potential harm to personal health of gambling.

LPT also reviewed its procedures, adjusted internal procedures, allowing for more frequent scheduled inspections of the activities of gambling companies. In addition, the Ministry of Finance conducted an audit of LPT’s activities. No significant operational deficiencies were identified during the audit. LPT took into account the audit recommendations and allocated more human resources to money laundering prevention functions.

Advertisement
European Gaming Congress 2024 (Warsaw, Poland)

 

Source: Gambling Supervisory Authority under the Ministry of Finance of the Republic of Lithuania

The post The Lithuanian Gaming Control Authority (LPT) has completed its inspection: Olympic Casino has been fined almost 8.4 million euros appeared first on European Gaming Industry News.

Continue Reading

gaming

XSOLLA LAUNCHES THE XSOLLA GOLD GIFT CARD TO ENHANCE GAME BRAND VISIBILITY THROUGH PHYSICAL AND DIGITAL CHANNELS, OFFERING GAMERS A NEW WAY TO PAY

Published

on

xsolla-launches-the-xsolla-gold-gift-card-to-enhance-game-brand-visibility-through-physical-and-digital-channels,-offering-gamers-a-new-way-to-pay

Xsolla, a leading global video game commerce company, announces the launch of the Xsolla Gold Gift Card, a flexible payment solution designed to enhance how gamers purchase, gift, and redeem virtual goods. Available in physical and digital formats, the Xsolla Gold Gift Card provides players with an accessible and convenient way to engage with their favorite games across multiple platforms.

As the global gift card market is projected to reach $5.3 trillion by 2033, developers face increasing opportunities to expand their monetization strategies and engage players more effectively. The Xsolla Gold Gift Card offers a seamless way for players to acquire in-game items, gift content to friends, and redeem rewards, enriching their gaming experience. This solution unlocks new revenue streams for developers, enhances brand visibility, and enables targeted marketing initiatives, including co-branded promotions and customized campaigns.

Discover the standout benefits making this gift card a game-changer for players and developers:

  • Flexible Distribution Options: Includes physical and digital cards, ensuring broad accessibility for players worldwide
  • Enhanced Community Engagement: Encourages players to share gaming experiences through gifting, fostering deeper connections within gaming communities
  • Monetization and Marketing Opportunities: Leverages gift cards for cross-promotions, partnerships with retail brands, and exclusive in-game offers, driving increased engagement and revenue for developers
  • Cross-Platform Usability: Fully compatible across multiple platforms and game titles, catering to a diverse player base with various spending preferences

“We’re excited to offer a gift card to help simplify how players purchase and share virtual goods while helping developers increase player retention and engagement through strategic integrations,” said Chris Hewish, Chief Strategy Officer of Xsolla. “The Xsolla Gold Gift Card allows us to continue innovating, enhancing how players interact with their favorite games and how developers can reach a broader audience.”

The Xsolla Gold Gift Card will be available in various denominations, adapting to different player needs. Developers can integrate these cards into their ecosystems to enhance player engagement and drive monetization through tailored campaigns and promotions.

The post XSOLLA LAUNCHES THE XSOLLA GOLD GIFT CARD TO ENHANCE GAME BRAND VISIBILITY THROUGH PHYSICAL AND DIGITAL CHANNELS, OFFERING GAMERS A NEW WAY TO PAY appeared first on Gaming and Gambling Industry in the Americas.

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

Trending