Casino Guru’s Complaint Resolution Center (CRC) has reached a major milestone in its ongoing mission to support players and promote transparency in the online gambling sector.
By February 2025, the CRC had successfully assisted users in reclaiming over $40 million USD, which is an achievement that underscores its status as the leading authority in online gambling dispute resolution.
March 2025 also brought another notable accomplishment: the publication of the Center’s 50,000th complaint. Much of this progress was driven by activity in the final quarter of 2024, which was crucial in surpassing the $40 million mark. Notably, three high-value cases played a key role:
A complex KYC-related issue led to the recovery of $1.34 million USD for a player in Lebanon.
Two more cases, each involving over $300,000 USD, included a Georgian player’s jackpot-related dispute and an Indian player’s email verification problem.
The CRC has expanded its team in response to increasing demand. Since the beginning of 2025, four new staff members have joined, bringing the total to 25. One team member now specializes in self-exclusion cases, which have seen a significant uptick.
To address this trend, CRC introduced its first internal Self-Exclusion Manual in late 2024, ensuring the team handles these sensitive matters with care and consistency.
Since its launch in August 2019, the CRC has published over 51,000 complaints, resolved more than 14,000 cases, recovered over $41.4 million USD for players, as well as maintained a 28% resolution rate, with a strong emphasis on fairness and accountability.
Petronela Kontos, the Head of Complaint Resolution Center at Casino Guru, mentioned:
Reaching this milestone is more than just a number – it’s a testament to the hard work of our team and the trust players place in us.
Each case we resolve means someone was heard and treated fairly. We’re especially proud of our work on high-stakes and complex disputes. Looking ahead, we remain committed to strengthening the rights of players and setting a new standard for the entire industry.
