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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

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Casino Guru has launched a complaint resolution center in August 2019. This allows casino players to submit public complaints about online casinos and get assisted by the Casino Guru team that investigates the situation and tries to make things right.

Since then, they have been helping an ever-increasing number of players, and the end of 2020 saw the number of resolved complaints in the Casino Guru system surpass a milestone of 1000 – a great feat displaying the impact of conflict mediation on the industry.

There are thousands of online casinos operating across the world, and not all of them behave in accordance with what most players and experts would consider ‘fair play.’ Some of them are outright malicious, whereas even very good casino websites sometimes mistreat a player, either knowingly or unknowingly.

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Being able to submit a public complaint and get assisted by experts that know how the industry operates and what to do, is a great feature that is available on Casino Guru, as well as other casino-related websites, alternative dispute mediation services, and directly via regulators and licensing authorities.

Matej Novota, the head of Casino Guru’s Data and Complaint team, is delighted to see his team making a difference. “There are currently 8 people in our team helping players with their casino-related complaints. It takes quite a lot of work to assist hundreds of players each month, to investigate the situation, find out what really happened and how the situation should be handled fairly, and then try to get the casino to make things right. That said, it gives us an opportunity to help players directly and perhaps even change the entire industry for the better, which definitely makes it all worth the countless hours we put in.”

According to Matej, most common complaints about online casinos are related to these areas:

  • Rejected bonus payouts because of breached bonus terms
  • Delayed withdrawals or other withdrawal-related issues
  • Issues with KYC verification or blocked accounts
  • Player fraud accusations
  • Issues related to self-exclusion and other responsible gambling tools

He also added that the number of resolved complaints does not tell the entire story. “We surpassed the number of 500 complaints per month in December for the first time. Most of those get rejected because players stop communicating or because the casino actually hasn’t done anything that can be considered unfair. As for the remaining, justified complaints, we do our best to get them resolved, but this is not always possible, as not all casinos cooperate and are willing to adhere to our relatively strict idea of what is fair and what isn’t.”

Regarding the recent milestone, Matej commented: “The counter of successfully resolved complaints is over 1000 now and we are happy to have passed this milestone, but I also have to add that some of these complaints would get resolved even without our direct help. Sometimes, the player’s issue sorts itself out without our assistance. And sometimes, we don’t need to intervene, as simply the fact that the player has complained publicly – which can potentially hurt the casino’s reputation – can help the casino change their mind and make things right by themselves. But some cases are extremely complex and require a lot of analytical thinking and time to find out what happened and make things right, and it’s these cases that are the most rewarding to get resolved. Really makes it all worth it!”

Arguably, it would be even better if all things worked in a way that players wouldn’t have to complain at all, but that isn’t likely to happen any time soon. That’s why it’s good that websites like Casino Guru assist players with their issues, and, to make things even better, do it absolutely for free.

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Latest News

Celebrate the Season of Love with Amusnet’s Diamond Plus – Valentine’s Edition

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Right in time for the Season of Love, Amusnet is glad to unveil its newest Online Casino portfolio addition, Diamond Plus – Valentine’s Edition.

The game offers a different perspective on one of the company’s most popular video slots, Diamond Plus. It will be available throughout the entire year, ready to bring some romance to everyone who needs it. The dazzling new game release combines a visually pleasing environment, enchanting ambient music, and a variety of vibrant symbols across the 5 reels and 10 fixed paylines.

Watch out for the Pink Diamond symbol, which is an Expanding Wild appearing on the second, third, and fourth reel to substitute for all symbols on the same reel. It also holds the reel that lands on and triggers a free respin of the other reels.

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A selection of special features is also available to add an extra layer of excitement to the gameplay, making it more fun for players to engage with the game while on their journey to a world of romance.

Free Respins

The Expanding Wild symbol triggers a Free Resin. When it is activated, the reels where the Wild symbol appears are held, and the rest start to rotate automatically.

Bonus Spin Mode

During the base game, the player can receive free Bonus Spins. The Jackpot Cards feature cannot be triggered during this mode.

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Gamble

Play the game and multiply your winnings through the Gamble feature!

Jackpot Cards

The Jackpot Cards bonus game is triggered at random during the gameplay to allow players to win impressive jackpots.

The post Celebrate the Season of Love with Amusnet’s Diamond Plus – Valentine’s Edition appeared first on European Gaming Industry News.

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Latest News

Cherry Play adds BetCity to growing roster of partners in the Netherlands

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New and exciting game studio signs yet another top-tier operator to its unique subscription-based content model

BetCity, the popular online casino brand for players in the Netherlands, has become the latest big-name operator to add Cherry Play to its content offering.

Cherry Play is a new and exciting studio led by industry veteran Olga Bajela as Chief Executive Officer and has hit the market with a pioneering subscription-based commercial model.

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BetCity is one of the first operators to join forces with Cherry Play, paying a licence fee instead of the standard revenue share to access the studio’s content and offer it to its players.

Cherry Play has been busy since making its market debut back in December, rolling out two classic slots like Multi Banks, Super Coin and Golden Cherry Jackpot system.

These titles are now available to players at BetCity with additional games landing in the operator’s lobby as soon as they leave the Cherry Play production line.

All of Cherry Play’s games are developed on the powerful Bragg Gaming technology stack, ensuring the highest quality of product and the most efficient operator integration.

Cherry Play is an ambitious provider on a mission to disrupt the slot provision space through great games and its unique commercial model with plans to secure licences beyond the Netherlands.

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Olga Bajela, CEO of Cherry Play, said: “BetCity needs no introduction. This is one of the most successful online casino brands in the Netherlands and we are thrilled to see our first run of slot games land in its lobby.

“Studios live and die on the quality of their games, and that’s why we are committed to producing high-quality slots helped in part by the capabilities of the Bragg Gaming platform. But we also believe there are other areas in need of innovation and that’s why we offer a unique subscription model.

“We believe this combination of top-notch content and a smart commercial offering makes working with Cherry Play a no-brainer for operators in the Netherlands and soon, beyond.”

The post Cherry Play adds BetCity to growing roster of partners in the Netherlands appeared first on European Gaming Industry News.

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Compliance Updates

Why stakeholders must be vocal as part of UKGC consultation on gaming machines

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As the UK Gambling Commission announces the launch of its consultation on proposed new rules for gaming machines, Nick Arron, lead partner for the Gambling Team at Poppleston Allen urges stakeholders to ensure they are heard

The UK Gambling Commission this week announced the launch of a 16-week consultation, seeking input on proposed new rules for gaming machines in retail venues.

The consultation focuses on technical standards and related testing strategy and aims to improve consumer protection through a number of proposed changes. The consultation is due to end on May 20.

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Nick Arron, lead partner for the Betting and Gambling Team at Poppleston Allen, encouraged stakeholders such as operators and licensees to have their say on what impact these proposed changes will have, including the potential costs.

He said: “Robust stakeholder engagement is an important part of this progress. It’s important that operators have their say so that the regulatory framework balances both consumer safety and industry sustainability.

“Changes will require affected businesses to update their processes and technologies to ensure that any changes are not only implemented by the required date but also properly enforced.

“As this consultation progresses, operators will need to weigh the implications of adopting these new standards, not least the cost. While the intention is to enhance consumer protection, businesses must carefully assess the operational and financial implications of the proposed changes.

“While the Gambling Commission’s initiative is a positive step in prioritising consumer safety, the real challenge will be ensuring that the proposed regulatory adjustments are manageable for businesses already operating under thin margins.”

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Tim Miller, Gambling Commission executive director for research and policy, said: “We recognise that regulatory changes that impact the design of machines can come with considerable costs.

“We are encouraging consumers, gambling businesses and other interested groups to share evidence that will assist us in measuring both the likely regulatory impacts of the proposed changes and the likely costs of implementing them.

“This evidence will be invaluable to helping make a robust assessment on whether the benefits to consumers are proportionate to the costs involved.”

The post Why stakeholders must be vocal as part of UKGC consultation on gaming machines appeared first on European Gaming Industry News.

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