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Casino Guru Academy Launches a Highly Anticipated Course on Online Casino Complaints Handling Best Practices
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.
Play’n GO throws the switch on Lab of Madness It’s a Wild!, a gothic comic-inspired slot that surges with strange science and surprise. Players join the unconventional Dr Frankenstein as she attempts to jolt her patchwork Monster to life in a lab where every pull of the lever sparks new possibilities.
Inside her shadowy castle laboratory, the eccentric doctor – equal parts brilliant and bizarre – is moments away from success. Lightning dances across Tesla coils, strange bulbs flicker with colour, and each spin builds towards a shocking breakthrough.
At the centre of the chaos is the Monster Wild. It’s not just a symbol – it’s a scene-stealer, shifting positions, stretching across reels, and multiplying wins with raw energy. These Wilds can even combine their powers, filling the screen with movement and mayhem. Add to that a Power Up feature that delivers sudden prizes, and a Free Spins mode where stacked effects can keep the game alive with electricity – and the result is a slot packed with spark.
The visual style draws inspiration from retro horror comics, fusing dramatic shadows and hand-drawn details with neon bursts. The monochrome lab, oversized coils, and lively symbols create a world that’s both eerie and entertaining.
Magnus Wallentin, Games Ambassador at Play’n GO, said: “Lab of Madness It’s a Wild! gave us a chance to mix sharp design with surprising features. It’s got humour, heart, and just enough madness to keep players coming back for more.”
Between quirky characters, energetic gameplay, and a fresh twist on a classic tale, this is one experiment you’ll want to see through to the end.
The post Play’n GO’ electrifies iGaming with Lab of Madness It’s a Wild! appeared first on European Gaming Industry News.
The SOFTSWISS Game Aggregator continues to expand its industry-leading portfolio, which now features over 35,000 active games from both established and emerging providers. The company has announced new partnerships with Peter & Sons, Just Slots, BlueJack Gaming, FA CHAI Gaming, and TokaCity – five studios bringing original content and strong regional expertise.
The SOFTSWISS Game Aggregator connects operators to the widest and most diverse range of games through a single seamless integration. A recent Kantar study revealed that operators select software providers based on security, reliability, revenue-growth potential, stable infrastructure, and high-quality client service. SOFTSWISS is fully committed to these priorities, consistently delivering robust security, proven stability, and responsive support, while enabling operators to unlock new business opportunities.
Through its Game Aggregator, SOFTSWISS not only ensures operational excellence with 99.999% uptime but also provides the industry’s largest content hub with over 35,000 active games, helping partners drive engagement and retention. This commitment to quality and growth has earned SOFTSWISS the highest Net Promoter Score (NPS), reinforcing its position as the most trusted and reliable partner in the industry.
Nikita Keino, Head of Partnerships at SOFTSWISS Game Aggregator, comments: “Expanding our portfolio with five new studios strengthens the value we deliver to operators. Each partner adds unique mechanics, themes, and market perspectives, ensuring our clients can keep their offerings fresh and competitive. At the same time, we provide the reliability and tools that help operators maximise the impact of this content across multiple markets.”
The Game Aggregator has just welcomed newly added game providers to its portfolio:
- Peter & Sons stands out for its distinctive design, sound, and mechanics, with popular titles like Barbarossa, Barbarossa Revenge, and Ghostfather.
- Just Slots released its first game in 2024 and aims to launch 10 titles by the end of 2025. Now its portfolio includes Book of Arcane 100 and Shogun Skylord.
- BlueJack Gaming offers more than 40 slots and table games, including King’s Crown, Macao Ladder, and Quick Blackjack.
- FA CHAI Gaming specialises in slots and arcade-style content, including the popular 3D Fishing series and Coin Dozer.
- TokaCity combines modern slot design and crash-game PVP elements with immersive storytelling, developing visually engaging titles with broad appeal.
With the addition of these five studios, alongside recent integrations of CG Games, Champion, and Formula Spin, the SOFTSWISS Game Aggregator further strengthens its position as the industry’s largest content hub, ensuring that operators can deliver tailored, competitive portfolios to meet diverse player demands.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Casino Platform, the Game Aggregator with over 35,000 casino games, Affilka Affiliate Platform, the Sportsbook Platform and the Jackpot Aggregator. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post SOFTSWISS Game Aggregator Adds Five New Studios to Its Global Portfolio appeared first on European Gaming Industry News.
Truckee Gaming has selected Centennial Gaming’s MOCHA suite to enhance Loyalty, Slot Operations, and the overall Customer Experience across their gaming enterprise of ten casinos throughout the state of Nevada.
Centennial Gaming Systems today announced Truckee Gaming has selected MOCHA® for its burgeoning gaming enterprise. MOCHA (MObile Customer Hospitality Assistance) is Centennial’s native, industry-leading operations enhancement application. The initial installation was completed at Rail City Casino in Sparks, Nevada, and will soon begin rolling out across all Truckee-managed locations. Together, the companies will roll out MOCHA’s powerful club enhancement capabilities, newly released slot dispatch, slot maintenance tracking, and jackpot celebration features.
“We’ve chosen Centennial Gaming and MOCHA because of their cutting-edge technologies, driving efficient operations and great player service experiences within our operations. We look forward to a long and fruitful relationship with the Centennial Gaming team,” said Szymon Padkowski, Director of Marketing for Truckee Gaming LLC.
“We are thrilled to engage with Truckee Gaming,” said Darryll Pleasant, Owner of Centennial Gaming Systems. “Szymon and the Truckee team are innovative and forward-thinking. We are excited to work together and create new and exciting features and capabilities.”
The post Truckee Gaming selects MOCHA for enterprise-wide Hospitality Upgrade appeared first on Gaming and Gambling Industry in the Americas.
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