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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

Published

5 years ago

January 14, 2021

Reading Time: 3 minutes

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.

Free Ticket Drops

GGPoker Brings Back WSOP Super Circuit with Record $180M Guarantee

Published

3 hours ago

February 24, 2026

Wladimir P.

ggpoker-brings-back-wsop-super-circuit-with-record-$180m-guarantee

GGPoker, the world’s largest online poker platform, is set to host the highly anticipated 2026 WSOP Super Circuit online tournament series, running from March 1 to March 31.

This year’s edition features an unprecedented $180 million in guaranteed prizes, solidifying GGPoker’s reputation as the premier global poker destination.

Players will compete across 18 WSOP Gold Ring events, offering the chance to win one of poker’s most prestigious trophies and significant cash prizes.

Key Events & Highlights:

#5: $525 Mystery Millions [Final Stage] – March 9, $525 buy-in, $10M GTD ($1M Top Bounty)
#13: WSOP Super Circuit MAIN EVENT [Day 2] – March 23, $1,700 buy-in, $15M GTD
#18: GGMillion$ High Roller [Day 2] – March 30, $10K buy-in, $10M GTD

Exclusive Champion Perks
Winners of all 18 Gold Ring events receive:

A $5K WSOP Paradise package
Recognition on the official WSOP Rankings leaderboard

$3 Million in Free Ticket Drops
Participants in any WSOP Super Circuit event can win WSOP Express tickets, $5K Ring Passes, or $10K Bracelet Passes. Tickets will be awarded randomly throughout the series, totaling $3 million in free prizes.

Live Coverage
Final tables for the Main Event (#13) and High Roller (#18) will be streamed live on GGPoker.TV and YouTube, hosted by Jeff Gross, with commentary by Daniel Negreanu for the High Roller.

Player and Ambassador Excitement
Daniel Negreanu said: “The 2026 WSOP Super Circuit at GGPoker is absolutely massive. With $180M in total guarantees, including $15M Main Event and $10M Mystery Millions, it’s the perfect time to compete for record-breaking prizes.”

The post GGPoker Brings Back WSOP Super Circuit with Record $180M Guarantee appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Casino Bonus Features

PopOK Gaming Unveils Macaco Millionario Dual-Grid Slot

Published

4 hours ago

February 24, 2026

Wladimir P.

popok-gaming-unveils-macaco-millionario-dual-grid-slot

PopOK Gaming has launched Macaco Millionario, a vibrant online slot inspired by Chinese symbolism and designed with an innovative double-grid bonus feature.

Rich red and gold visuals, lucky symbols, and a playful Macaco character combine to deliver a visually engaging and rewarding gaming experience.

The game features a 5×3 layout with 30 fixed paylines and two types of Wilds, including Double Wilds that count as two symbols for higher winning potential. The Double Fortune Free Spins round introduces an extra 5×3 reel set, allowing players to spin two grids simultaneously. Wins across both grids trigger multipliers up to x20, and retriggers extend the bonus for bigger payouts.

With a maximum multiplier of x1,732, Macaco Millionario delivers exciting bonus features, including Free Spins, Double Free Spins, Double Win Multipliers, Extra Spins, and a jackpot option. The game offers an RTP of 96.56% and supports bets from EUR 0.02 to EUR 100, fully optimized for web and mobile play. Multi-language support includes English, Brazilian Portuguese, Spanish, Chinese, and Hindi.

“Macaco Millionario blends cultural familiarity with a unique bonus structure that delivers thrilling moments in every spin,” said Tsovinar Elchyan, Head of Partnerships at PopOK Gaming. “The double-grid feature sets it apart from traditional slots, offering operators and players something truly innovative.”

The slot is now live and available for integration across all platforms supporting PopOK Gaming content. Operators interested in adding Macaco Millionario to their portfolios can contact PopOK Gaming directly.

The post PopOK Gaming Unveils Macaco Millionario Dual-Grid Slot appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

AI in lottery

Scientific Games Appoints Rich Wasserman as Senior Vice President of Product Engineering

Published

4 hours ago

February 24, 2026

Wladimir P.

scientific-games-appoints-rich-wasserman-as-senior-vice-president-of-product-engineering

Scientific Games has appointed Rich Wasserman as Senior Vice President of Product Engineering, reinforcing its commitment to advancing lottery systems technology and digital innovation.

Based in Atlanta, the global lottery provider continues to expand its technology leadership as one of the fastest-growing suppliers of retail and digital lottery solutions worldwide.

Leadership Experience from Amazon, Facebook and Stitch Fix

Wasserman brings more than 20 years of experience leading engineering, data science and product teams across high-performance technology platforms.

He previously held senior leadership roles at:

Amazon
Facebook
Stitch Fix

At Stitch Fix, he served as Vice President of Engineering and Data Science, leading automation, AI-driven systems and platform optimization initiatives. Wasserman holds a Ph.D. in Electrical Engineering and a Computer Science degree from the University at Buffalo.

Driving Innovation Across Global Lottery Platforms

In his new role, Wasserman will oversee Product Engineering across Scientific Games’ global portfolio serving more than 150 government-regulated lotteries. His responsibilities include advancing:

Retail lottery systems
Digital lottery platforms
Hardware and software innovation
Data analytics and AI capabilities
Consumer engagement technologies

CEO Pat McHugh stated that Wasserman’s experience scaling AI-powered platforms at world-class technology firms will help accelerate innovation and deliver next-generation lottery solutions focused on sustainable growth.

Strengthening Lottery Technology Leadership

Scientific Games continues to invest in technology, analytics and digital transformation to enhance consumer experiences across retail and online lottery channels. The appointment underscores the company’s strategy to integrate advanced analytics and machine learning into its global lottery ecosystem.

The post Scientific Games Appoints Rich Wasserman as Senior Vice President of Product Engineering appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.