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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.

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PG Soft releases uplifting Skylight Wonders title

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PG Soft, a world-class digital mobile games company, has released its uplifting game, Skylight Wonders.

Skylight Wonder welcomes players aboard a hot air balloon traversing across a dreamlike world high above the clouds. There are increasing multipliers and three reel frames that transform winning symbols into Wild symbols. The three reel frames are on the second row of the third column, the fourth row of the second column and the fourth row of the fourth column.

The 5×5 frame is woven into the balloon’s envelope and is populated with glistening gemstones to deliver a serene gaming experience. A calming soundtrack puts players at ease as they take on the adventure high above the ground.

In the main game, if a winning symbol appears on top of any reel frames, that winning symbol will be transformed into a Wild symbol for the next round.  At the start of any main game spin, the multiplier is set at x1. If one or more winning combinations hit, the win is paid and the new symbols cascade down, the multiplier increases by one.

Free Games will trigger when three, four or five Free Spin symbols appear – awarding 10, 15 or 20 free spins respectively.

The feature begins with the multiplier set at x2, and it increases by +2 after each cascade that results in a win. Three or more Free Spin symbols landing anywhere during the feature will award an additional five free spins.

PG Soft’s spokesperson commented: “Skylight Wonders is a light, joyful, and fun game that invites players to join Hayrek aboard the Gemstone Balloon for one final mission. Favourable winds and courage will be the perfect companions on a journey to discover the treasures needed to craft a new future.”

The post PG Soft releases uplifting Skylight Wonders title appeared first on European Gaming Industry News.

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Bulgaria Plans to Increase Gambling Tax

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After banks helped the Ministry of Finance (MF) fill the budget gap this year, the ministry has chosen another sector to help patch up the deficit in 2026. This sector is gambling, which will pay higher license fees for organising games, according to Economic.bg in the Updated Medium-Term Budget Forecast for the period 2026 – 2028.

It states that with amendments to the Gambling Act, the variable part of the two-component state fee payable for maintaining a license for lotteries, raffles, toto, bingo, keno, and others will be increased as of January 1, 2026.

Currently, the two-part license maintenance fee consists of a one-time fee of BGN 300,000 and a variable part of 20% on the difference between the value of bets received and winnings paid out. For games for which participation fees and commissions are collected, this 20% is imposed on their value accordingly.

For online betting, the one-time fee is BGN 400,000, and the variable part is again 20% on the difference between the bets received and the winnings paid out.

Now, instead of 20%, gambling operators are being asked to pay 25% on the difference. The 5% point increase is expected to contribute an additional €32 million in revenue to the treasury.

“The planned increase in the fees payable by gambling operators is aimed at generating additional revenue for the state budget and thus providing additional funds for social and economic expenditure, which is in the public interest,” the Ministry of Finance said.

It is interesting, however, that the effect of the measure in 2027-2028 has not been calculated.

Temenuzhka Petkova’s idea is actually an old one, left over from the discussions on the 2025 state budget by the caretaker government of former Prime Minister Dimitar Glavchev.

The post Bulgaria Plans to Increase Gambling Tax appeared first on European Gaming Industry News.

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FUN88 Launches AI Game Recommendations, Setting New iGaming Standard

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FUN88, a leading online gaming platform, has introduced its latest breakthrough in the iGaming industry: AI-powered recommendations for slot games. This new feature marks a significant step in enhancing user experience, offering tailored game suggestions based on individual preferences and gaming behaviour.

By analysing user data and local market trends, the AI system recommends popular games tailored to regions such as Thailand and Vietnam, ensuring a more personalised and engaging experience for every player.

Key Highlights of the AI Game Recommendations Feature:

• Personalised Recommendations – AI analyses gameplay history and preferences to suggest slot games that best fit each player.

• Enhanced User Experience – A seamless, customised journey that saves players time.

• Available for Vietnam and Thailand Players – The feature is available to registered FUN88 users in these markets, reinforcing the brand’s commitment to innovation.

• Responsible Gaming Focus – AI technology also supports FUN88’s dedication to safe and responsible play.

This launch marks another step forward for FUN88 in combining technology and entertainment to enhance user satisfaction. The new system not only makes gameplay more convenient and exciting but also aligns with FUN88’s long-term vision of offering safe, smart and enjoyable gaming.

Players can now explore the new AI-powered recommendations by registering on FUN88 or logging in to their accounts. Through the FUN88 app, users can easily access their favorite categories, manage their accounts and enjoy exclusive promotions.

The post FUN88 Launches AI Game Recommendations, Setting New iGaming Standard appeared first on European Gaming Industry News.

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