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Casino Guru Academy Launches a Highly Anticipated Course on Online Casino Complaints Handling Best Practices

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Casino Guru, a renowned gambling resource dedicated to providing valuable information about online casinos, has recently unveiled a free online course dedicated to “Online Casino Complaints Handling Best Practices.” The course marks the sixth addition to the Casino Guru Academy and offers an in-depth look at Casino Guru’s tried-and-true methods for complaints handling. In addition to showcasing the leading examples of complaints from various areas, including delayed payments, verification, lost or misplaced deposits, blocked accounts, and more, the course uncovers best practices for operators when addressing them.

Casino Guru is no stranger to complaints handling – their very own Complaint Resolution Center has been playing a pivotal role in advocating for fair and transparent treatment of players since 2019. The Center has processed nearly 30,000 complaints since its inception, successfully resolving over 8,000 of them and returning an astounding $24,030,582 to online casino players. It is the expert knowledge of Casino Guru’s complaint specialists that powers the newest course, giving operators a unique opportunity to learn from the biggest and most prominent complaint resolution center of its kind.

In just 90 minutes, participants can now complete the free course and earn a certificate showcasing their commitment to enhancing player care. This opportunity not only provides them with the skills to effectively handle player complaints, but it also helps casinos prevent complaints in general. As a result, casinos can enjoy a bolstered reputation, as well as better player experience. Now available on the Academy website, the course is a must-do for every operator striving to improve their business and stay competitive in today’s player-centric world of online gambling.

Šimon Vincze, Sustainable & Safer Gambling Lead at Casino Guru, expressed his enthusiasm for the new course, stating, “The demand for the services of our Center has continuously been increasing, and this trend seems to show no signs of stopping. While it’s comforting that players continue to turn to us for assistance, the growing number of complaints signals potential issues on the operators’ end. This course is the culmination of the extensive experience gathered by our complaint resolution team over the years, and our hope is that it finds its audience and helps operators handle complaints in a more efficient way.

Building upon their expertise, the complaint team at Casino Guru played a pivotal role in another triumphant venture – the prestigious Casino Guru Awards. The inaugural awarding ceremony, held earlier this year, revealed the winner of an important category, ‘The Most Effective Handling of Complaints,’ which gives recognition to the operator who is constantly going above and beyond in making sure player complaints receive the attention they deserve.

The team is also already working on an in-depth course centered around unfair rules in online casinos. This future addition, a follow-up to the complaints handling course, will showcase why some rules used by online casinos, although looking beneficial at first glance, may actually turn out to be more trouble than they’re worth.

2025 USA TODAY Top Workplaces USA Award

AGS Wins 2025 USA TODAY Top Workplaces USA Award

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AGS has announced that it has been named a 2025 USA TODAY Top Workplaces USA Award winner. Recognized for its commitment to fostering an exceptional, people-first culture, AGS ranked in the Top 28% of companies in the 500-999 employee category, placing the company in the Top 100 of companies in this size category across America.

The USA TODAY Top Workplaces USA Award is a prestigious honor that recognizes organizations for their commitment to creating outstanding workplace environments that prioritize employee engagement and satisfaction. AGS’ strong performance in this year’s awards is based on authentic employee feedback gathered through a confidential survey conducted by a third-party, HR research and technology company.

“We’re really proud to be recognized as a Top Workplace. What makes this award so meaningful is that it comes from feedback directly from our employees across all of our U.S. offices. It shows the commitment, passion, energy and teamwork they bring every day. At AGS, we’re all about creating a culture where people can thrive, grow, and be themselves—and this award just proves that we’re doing something right. I couldn’t be prouder of the team we’ve built and the culture we’ve created together,” said David Lopez, CEO of AGS.

The 2025 USA TODAY Top Workplaces USA Award adds to AGS’ impressive list of accolades, including being recognized as a Top Workplace in 2024 for Oklahoma, Las Vegas, and Atlanta, as well as earning the prestigious Best and Brightest Companies to Work For 2024 award both nationally and in Atlanta.

AGS’ dedication to its people-first culture is reflected in its ongoing focus on employee engagement, professional development opportunities, competitive benefits, and work-life balance. These efforts have helped AGS create an environment where employees are motivated and empowered to perform at their best.

The post AGS Wins 2025 USA TODAY Top Workplaces USA Award appeared first on Gaming and Gambling Industry in the Americas.

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BCLC

BCLC Launches “What’s played here stays here” Campaign

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BCLC’s new “What’s played here stays here” campaign is issuing an important reminder to British Columbians who choose to gamble – specifically that all net profit its operations generate stays in B.C. to help fund critical services like education, health care and community programs.

The campaign also reinforces that all other gambling websites operating in B.C. are illegal and take away funds from critical community programs and services.

“Across B.C. and Canada, we’ve seen incredible groundswell around the importance of buying and supporting local, and that’s no different for British Columbians who choose gambling for their entertainment. We want our B.C. players to know they can find a world-class gambling experience in their own backyard, whether it’s at one of our 33 casinos, 3,400 lottery retailers, or online at PlayNow.com, and that the proceeds from their play with BCLC make a positive impact at home in their community,” Pat Davis, President and CEO of BCLC, said.

Along with illegal online gambling websites, BCLC also competes with Washington State and Las Vegas casinos, all of which aggressively market to B.C. residents.

“BCLC continues to raise awareness that these gambling options do not support B.C.’s economy and take away funds from vital provincial and community-based programs and services. In a time when British Columbians are standing united, we want to reinforce that playing together with BCLC helps make B.C. even better,” Pat Davis added.

The post BCLC Launches “What’s played here stays here” Campaign appeared first on Gaming and Gambling Industry in the Americas.

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AGS

AGS – Pioneering the future of omni-channel gaming

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Zoe Ebling, VP of Interactive at AGS

In today’s rapidly evolving gaming landscape, the potential to deliver entertaining experiences across both digital and physical platforms has become a real advantage, especially in markets where land-based still reigns supreme. Suppliers that operate both in the land-based and online sphere, have a real competitive edge. This is something that AGS has recognised and therefore positioned itself at the forefront of omni-channel gaming. By combining the best of both worlds, innovative online offerings with the proven success of land-based gaming, AGS is setting new industry benchmarks that many competitors have yet to achieve.

Unique capability

Omni-channel gaming isn’t a one-size-fits-all solution. It requires a specialized approach that bridges the gap between online players and brick-and-mortar players in environments where both exist. AGS’s strategy is built on the understanding that while many suppliers excel in either digital or land-based sectors, very few can successfully merge the two.

Having a portfolio that spans both realms allows suppliers to blend time-tested content with innovative digital features, resulting in a richer, more dynamic experience that drives player loyalty and boosts in-game engagement.

Traditional gaming floors have long been a cornerstone of player engagement, and AGS has built on this foundation by adapting its best-selling titles for the digital space. This approach is working particularly well in North America, where players are often already familiar with the games offered on the casino floors, and appreciate a similar experience on their digital devices. But the portfolio is also performing well in mature European markets where video slots are more prominent, highlighting the appeal that the flair of Vegas has around the globe.

Merging innovation with expertise

At the heart of AGS’s omni-channel evolution is its forward-thinking interactive studio. Operating as a distinct entity while enjoying robust support from the broader AGS infrastructure, the interactive team embodies the agile startup mentality that fuels rapid innovation.

This dedicated division has been instrumental in orchestrating coordinated efforts between online and land-based teams to deliver integrated solutions. One such example is the first-of-its-kind simultaneous launch of its Rakin’ Bacon Odyssey® game at Caesars Atlantic City and Caesars Palace Online Casino in 2024. This pioneering move has been followed by additional omni-channel event opportunities with other operators, underscoring the appeal and strength of having games live in both verticals at the same time.

Through regular cross-departmental collaboration, the studio has now refined processes that allow for synchronised development timelines and optimised game placement strategies, ensuring that every launch not only meets but exceeds player expectations.

Shaping the future of gaming

The success of AGS’s omni-channel initiatives is more than just a series of isolated achievements, it signals a broader shift in the industry. As player preferences evolve and technology continues to advance, the integration of online and physical gaming experiences will become an increasingly important tool for operators and suppliers alike.

Despite hundreds of new online games being launched every week, many with innovative mechanics and features, there is still great value in the more traditional content offered on casino floors.

A large demographic of online players prefer this type of content, cementing the opportunities presented for land-based suppliers to venture into the digital realm, by bringing their proven classics to online casinos.

Although it still has its challenges, the expertise, time and resources invested into developing a game for cabinets indicates that the supplier really believes in the content and porting it online should be a natural part of that process.

For game developers operating in both the online and land-based spheres, the advantages are significant. This dual-market approach not only offers a competitive edge over online-only studios, but also ensures that titles originally popular in casinos continue to dominate the slot rankings for years to come.

 

The post AGS – Pioneering the future of omni-channel gaming appeared first on Gaming and Gambling Industry in the Americas.

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