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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos
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.
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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Digitain Announces New Slogan and Vision Ahead of ICE Barcelona
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North Star Network acquires Soccernet.ng to strengthen Nigerian presence
North Star Network (NSN) has announced its acquisition of Soccernet.ng, a prominent Nigerian sports media platform, marking a significant expansion into the Nigerian sports scene and underscoring its ambition to solidify its footprint in the African media landscape.
Founded in 2014, Soccernet.ng has become a trusted authority on Nigerian football, providing in-depth daily coverage of local football alongside trending stories from the global soccer world. Known for its quality journalism and passionate team of football enthusiasts, the platform has achieved significant recognition, including the Sport Blog of the Year award at the Nigerian Blog Awards.
A Strategic Move into Africa
The acquisition of Soccernet.ng is part of North Star Network’s strategy to expand its portfolio in Africa. The platform joins NSN’s roster of over 30 respected sports media brands, which includes Afrik-Foot, Top Mercato, Football Whispers, Sportsmole, and Vringe.
Julien Josset, Co-founder of North Star Network, expressed enthusiasm about the acquisition:
“We’re excited to welcome Soccernet.ng into the North Star Network family. Their passion for Nigerian football and commitment to quality journalism align perfectly with our global vision of bringing fans closer to the game they love.”
Preserving Soccernet.ng’s Legacy
Soccernet.ng will retain its original team of dedicated journalists, ensuring the platform’s authenticity and unique voice remain intact. The website currently engages readers not only in Nigeria but also across over 150 countries, including the UK, USA, Canada, and Spain.
Biyi Akangbe, Founder of Soccernet.ng, reflected on the platform’s journey:
“We started as a small website 10 years ago with a passion to deliver news about Nigerian footballers to readers. We’ve since grown into a globally recognized source for Nigerian football news. This acquisition by North Star marks an exciting new chapter for our brand.”
Co-founder Lolade Adewuyi will continue to contribute to the site as a columnist, maintaining the brand’s strong connection with its loyal readership.
Expanding Global Reach
The acquisition of Soccernet.ng reinforces North Star Network’s dedication to amplifying local voices in key regions while offering unparalleled sports coverage. With its innovative strategies and growing portfolio, the group is poised to drive sustainable growth across its media brands.
North Star Network is a leading global sports media group, operating in over thirty countries and committed to delivering world-class sports content to fans worldwide.
This acquisition sets the stage for a new era in Nigerian sports journalism and highlights North Star Network’s continued efforts to connect fans to the heart of the game.
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GamCare releases Annual Report following record breaking year of support on the National Gambling Helpline
GamCare’s National Gambling Helpline received a record 55,228 calls and online chats from people experiencing gambling harm in 2023-24 – a 25% increase from the previous year – according to the charity’s Annual Report.
In a year marked by uncertainty over the future shape and structure of the gambling harms treatment sector following the previous government’s white paper on gambling reform, the charity continued to prioritise those at-risk of, or currently experiencing, gambling harm.
Of all calls and online chats that were responded to on GamCare’s Helpline in 2023/24, 41,070 (74%) were classed as supportive interventions. This includes supporting people with initial guidance and advice as well as delivering a seamless entry point into structured treatment services, with individuals completing treatment reporting a significant reduction in gambling-related distress and financial harm.
In March 2024, the Office for Health Improvement and Disparities published an assessment of the gambling treatment system, highlighting that 57% of individuals engaging in treatment were referred by the National Gambling Helpline. This underscores the Helpline’s critical role in connecting people to the support they need. Over 9,100 free treatment sessions were delivered in the year to April 2024, with an average of just 2.1 days’ wait from point of referral.
GamCare’s targeted programmes aimed at young people, women, and the criminal justice system provided training on how to spot the signs of harms and where to signpost into support for 10,344 professionals, and education for 53,324 young people, children and parents. The Women’s Programme, in partnership with organisations such as Refuge, trained 3,813 professionals to recognise and address gambling-related harm among women.
Margot Daly, Executive Chair of GamCare’s Board, says: “Throughout a challenging year and with heightened demand for our services, GamCare’s staff have got on with the job of preventing harm where possible and treating harm where necessary. While we expect important changes in the gambling harms landscape, we have been determined not to let this uncertainty affect our relentless focus on the people who really matter – those at-risk of or currently experiencing gambling harms.
“I would like to thank and pay tribute to our frontline staff who provide 24/7 support for all those at risk or in distress. I also want to thank GamCare’s senior executive team who have steered GamCare through a period of sustained change, and to my fellow trustees for their guidance, unwavering support and the time each has dedicated to ensuring that the charity stays on course and on mission.
“As we look ahead to how the future of the gambling harms sector is shaped, we are committed to working proactively with the NHS and other partners and commissioners to ensure that people are continually able to receive the right support at the right time.”
The post GamCare releases Annual Report following record breaking year of support on the National Gambling Helpline appeared first on European Gaming Industry News.
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