Latest News
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.
Asia
NOVOMATIC celebrates a successful showcase at G2E Asia 2025

NOVOMATIC enjoyed a highly successful presence at this year’s G2E Asia, which was held from May 7–9 at The Venetian Macao. The company impressed visitors with a well-curated portfolio of advanced gaming solutions that are specifically tailored to the Asian market – drawing a strong attendance, excellent customer engagement, and positive feedback across the board.
Strong customer interest in next-generation product highlights
This year’s showcase focused on delivering both innovation and regional relevance, with a lineup designed to elevate the player experience and boost operator performance. One of the standout attractions was the DIAMOND X™ 1.55J QUATTRO, which returned with significant upgrades in both design and performance. The cabinet was presented with the current Linked Progressive highlights, such as XTENSION LINK™ Volume 3 and Volume 4, while the all-new XTENSION LINK™ Evolution, proved especially popular for its eye-catching presence and engaging game mechanics. The DIAMOND X™ 2.32/3.32 multi-screen version, equipped with the GAMINATOR™ X5, showcased a versatile selection of entertaining titles that are tailored for the region.
Equally well-received was the BLACK EDITION II series: The BLACK EDITION II XL 2.32/3.32 captivated operators with the highly popular IMPERA LINK™ Series 2, while the BLACK EDITION II 1.49J brought together the powerful Impera PROLINK™ and the latest addition to the game portfolio, RISING TREASURES™. Proven performers like the MASTER SL™ 2.32/3.32, which also featured GAMINATOR™ X5, rounded out the offering and demonstrated NOVOMATIC’s strength in both innovation and reliability.
Casino solutions driving future growth
Further highlights included the NOVO UNITY™ PRO, NOVOMATIC’s advanced electronic table game (ETG) platform that enables players to join up to three live games simultaneously – such as Sic Bo, Baccarat, or Roulette – on one station. Highly customizable in its setup, the system allows operators to adapt game configurations, layouts, and betting options to local preferences and regulatory requirements. Its interactivity and flexibility were praised by operators as key advantages in engaging today’s players.
The NOVOVISION™ Casino Management System also made a strong impression with its comprehensive suite of functionalities: biometric access, single-wallet capabilities, advanced player loyalty features, and much more – all of which are aimed at delivering next-level efficiency and security in casino operations.
Kenan Bajram, Deputy Director Global Sales at NOVOMATIC AG, reflected on the successful event: “G2E Asia 2025 was once again an outstanding opportunity to engage with partners from across the region and present the full scope of our technology portfolio. Asia’s land-based gaming market is as diverse as it is dynamic – each country has its own regulatory framework, technical standards, and player preferences. Our success at this year’s show confirms that NOVOMATIC is well-positioned to meet these varied demands with tailored solutions that combine innovation, reliability, and full regulatory compliance. The positive feedback we received – especially for our DIAMOND X™ and BLACK EDITION II series, as well as for the NOVO UNITY™ PRO ETG solution – reinforces our commitment to supporting our customers in key markets such as Malaysia, the Philippines, and beyond.”
The post NOVOMATIC celebrates a successful showcase at G2E Asia 2025 appeared first on European Gaming Industry News.
EveryMatrix Press Releases
EveryMatrix introduces EngageSuite for cross-vertical loyalty and gamification

EveryMatrix has launched EngageSuite – a unified loyalty and gamification ecosystem driving player engagement across verticals.
EngageSuite is an all-in-one loyalty and gamification solution designed to revolutionise how operators engage, reward, and retain their players across verticals.
It empowers brands with a fully customisable toolkit to build hyper-personalised, immersive player journeys that significantly boost loyalty and drive long-term value.
The new product series brings together a powerful combination of retention mechanics, including bonuses, levelling, spendable loyalty currency, tournaments, Challenges, mini-games, and jackpots, all functioning as part of a unified system.
Instead of relying on isolated features, EngageSuite allows operators to combine its components to create an interconnected experience tailored to each brand and player base.
This ecosystem both enhances a player’s journey and offers operators unparalleled flexibility in how they engage their audience.
Operators can manage everything through a single, intuitive back-office, with full control over each component. On the front-end, customisable widgets ensure a branded player experience. Integration is seamless, with a single point to connect to CRMs, marketing, and automation platforms. AI-driven personalisation and churn prevention in real-time.
All EngageSuite products are live with clients, showing significant uplift. This includes Challenges boosting game rounds by 15%; Unique Active Players across included games up 20%; JackpotEngine boosting average bet amounts by 5.4%; number of rounds per session up 8.9%, and session length rising 3.8%.
LoyaltyEngine has seen rapid adoption rates since launch in September 2024, now live across 16 brands and rising.
Stian Enger Pettersen, CEO Casino, EveryMatrix, said: “EngageSuite is more than a gamification toolkit. It’s a transformative engagement solution with strong synergies across all its components.
“Each component is powerful on its own, but they truly shine when used together. Operators set the framework, and players personalise their journey with the benefits they value most.”
The post EveryMatrix introduces EngageSuite for cross-vertical loyalty and gamification appeared first on European Gaming Industry News.
Latest News
scoreconnect partners with Optimove to enhance personalised content via Telegram

New integration empowers operators to reach players on Telegram with context-driven messages that drive engagement
scoreconnect, an innovative communication platform tailored for sports betting and gaming, announced a new partnership with Optimove, the leader in Positionless Marketing, to enhance personalised content via Telegram.
Optimove’s extensive iGaming partner portfolio can now easily activate scoreconnect’s cutting-edge Telegram integration with just a few clicks. This allows operators to extend their reach and capabilities into Telegram—engaging players where they are, in real time, using scoreconnect’s powerful tools to drive better outcomes.
scoreconnect’s platform connects directly to an operator’s live data via PAM or CRM, enabling intelligent automation that responds to what the player is doing—right now. That accuracy has been proven to improve retention, increase turnover from messaging and boost conversion from sign-up to deposit.
During SBC Summit Americas 2025 in Fort Lauderdale, scoreconnect presented its Telegram Play, a fully functional experience showing players claiming bonuses, placing bets, and receiving updates—all inside a Telegram chat window, with no redirects or delays.
scoreconnect CEO Antonio Ruggeri said: “Partnering with Optimove is a big moment for the business given its standing in the market. This integration means frictionless deployment and faster time to value. With Telegram Play, we’re not just enabling messaging—we’re enabling intelligent, real-time interaction that boosts player engagement where it matters most.”
Optimove Senior Director of Partnerships, Adi Dagan said: “We’re thrilled to welcome scoreconnect to Optimove’s partner ecosystem. Their innovative Telegram solution is a game-changer, and we’re proud to bring it to our clients. Because of scoreconnect, we can now engage more players in real time with powerful, personalised experiences that drive real impact.”
The post scoreconnect partners with Optimove to enhance personalised content via Telegram appeared first on European Gaming Industry News.
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