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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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Expanding Horizons: Betsson Group Establishes Tech Hub in Málaga

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Betsson Group is expanding its global technology operations with the launch of a new tech hub in Málaga, Spain. Following a comprehensive evaluation of multiple locations, Málaga was selected as the ideal choice due to its strong tech ecosystem, excellent infrastructure, international talent pool, and high quality of life.

“Málaga offers the perfect environment for our next phase of growth,” said Jesper Svensson, CEO of Betsson Operations. “As we continue to expand and innovate, strengthening our tech organisation is a key priority. This new hub will enable us to attract top-tier talent and enhance our capabilities in gaming development, native app development, and AI. These are key areas that support our ambition to provide the best player experience in the industry.”

Betsson is actively hiring for a range of technical roles, including backend and frontend developers, QA engineers, as well as AI and machine learning specialists. The core tech stack will include .NET and native development with Kotlin and Swift. The company will be recruiting talent both from within Spain and internationally. Spain’s strong links to Latin America and favourable visa arrangements make it an attractive destination for skilled professionals looking to relocate.

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“Málaga shares many qualities with Malta, where we have built a world-class tech team over the past 20 years,” added Svensson. “It is an international, dynamic city with great energy and excellent connections to most of our other offices, making it a natural choice for this expansion.”

Establishing a presence in the city will allow Betsson to tap into this vibrant and skilled talent base while providing exciting career opportunities in a company known not only for its innovation and technology-driven approach but also for its commitment to employee wellbeing. Betsson has been recognised with multiple employer and company of the year awards and offers competitive benefits to employees in all its locations, including the new Málaga hub.

Betsson already has offices in 21 countries and employs more than 2,500 professionals worldwide, reinforcing its position as one of the leading employers in the industry.

The post Expanding Horizons: Betsson Group Establishes Tech Hub in Málaga appeared first on European Gaming Industry News.

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Bloomreach selects Flows to power data orchestration and automation across its platform

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Bloomreach, the global leader in CRM and Personalisation, trusted by over 1400 businesses globally, has selected Flows, the no code automation platform driving faster product delivery for businesses globally, to power its data orchestration and automation across its platform.

Personalisation sits at the heart of Bloomreach, with real-time data already deeply embedded in its technology. Now, by combining that strength with Flows’ orchestration and integration layer, the partnership gives customers a smarter, faster way to connect systems, enhance segmentations, and trigger journeys across even more channels than before, without development dependency or technical blockers. It also simplifies how businesses activate systems that don’t naturally work together, from messaging platforms like Telegram or Viber to acquisition platforms like X or Taboola.

The partnership also gives Bloomreach customers access to Flows’ powerful no-code automation suite, enabling them to work smarter and faster. This includes Marketing Capabilities including Jackpots and Leaderboards for fully gamified experiences for operators, intuitive dashboards for smarter decision-making, and enhancements in frontend personalisation to tailor every user experience.

Daniel de Souza, VP Commercial at Flows, said:
“Bloomreach is a powerhouse in real-time personalisation, and pairing it with Flows gives its customers a smarter way to connect all your marketing tools, trigger journeys using multiple platforms, and remove the technical blockers that slow down execution. I’m excited to see  how Bloomreach’s customers will use our no-code product suite to enhance customer experiences, and unlock further value from their tech stack.”

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Adam Browne, Strategic Accounts iGaming at Bloomreach, said: “The partnership with flows allows Bloomreach customers to unlock faster time to value by taking advantage of Flows’ no code integration layer. With both companies’ heritage being in real-time player experiences, Bloomreach customers can now trigger these over more channels than ever before. Flows’ customer base will be able to now power all player experiences from one unified platform.”

The post Bloomreach selects Flows to power data orchestration and automation across its platform appeared first on European Gaming Industry News.

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Symplify signs partnership with Zenex to strengthen iGaming client engagement

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Symplify, the Stockholm-based market leader in CRM and AI cloud solutions, has announced a new partnership with cybersecurity solutions provider Zenex. The collaboration is built around helping iGaming operators optimise both player and data security.

Zenex has a stellar reputation for impenetrable cybersecurity tailored for the iGaming sector – protecting critical data and improving exchanges between clients, vendors and teams. Integrating Symplify’s powerful CRM ecosystem strengthens Zenex’s communication with its iGaming clients, helping them maximise the value of its cybersecurity solutions.

Through Symplify’s proprietary CRM platform, featuring its Data Hub and multichannel communication suite, Zenex can roll out dynamic marketing capabilities alongside its security offering. By improving client communications and campaign delivery, Zenex allows its partners to maximise results while staying safe.

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Zenex will leverage Symplify’s Campaign and Journey Builder modules, as well as full site conversion testing tools, to empower its iGaming clients with customised, AI-optimised engagement flows. These approaches will drive up customer lifetime value without jeopardising trust and security.

Symplify also continues to elevate its communication toolkit, having launched its Instant Messaging service last summer. This umbrella channel debuted with Telegram integration and is expanding to support more real-time messaging platforms, enhancing operators’ ability to reach players through preferred channels.

Symplify’s Chief Sales Officer Christoffer Feldt-Sørensen said: “By integrating our CRM ecosystem, Zenex can support its iGaming clients with tailored engagement journeys that boost player loyalty, drive growth, and assist cybersecurity processes. This partnership emphasises the pivotal role secure, data-driven communication plays within iGaming.”

Zenex Tech Lead, Sergei Perenets, added: “Our collaboration with Symplify allows us to bring more value to our clients by pairing robust cybersecurity with industry-leading CRM tools. Our partners can now not only eliminate outside attacks, but also optimise how they speak with players and scale their businesses.”

The post Symplify signs partnership with Zenex to strengthen iGaming client engagement appeared first on European Gaming Industry News.

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