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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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Gaming Americas Weekly Roundup – May 5-11

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Welcome to our weekly roundup of American gambling news again! Here, we are going through the weekly highlights of the American gambling industry which include the latest news and new partnerships. Read on and get updated.

Latest News

Bragg Gaming Group confirmed that it will release its first quarter 2025 financial results prior to the opening of the financial markets on Thursday, May 15, 2025. The release will be followed by a conference call at 8:30 a.m. Eastern Time, hosted by Bragg Chief Executive Officer, Matevž Mazij and Chief Financial Officer, Robbie Bressler, to discuss the Company’s financial results and provide a business update. During the call, management will review a presentation that will be available on the day of the call.

Context Networks Inc, the first programmatic advertising platform engineered for the gaming industry, has announced the rollout of its groundbreaking Deep Intelligence Marketing strategy, redefining how brands engage consumers in bars, taverns and on-premise slot route operations. Leveraging the power of AI-driven data analytics, machine learning and context-aware digital couponing, Context Networks is turning local venues into the next frontier of high-impact retail media. Through its Contextual Promotions Media Network (CPMN), Context is converting digital screens—such as slot machines in bars—into dynamic, smart advertising surfaces. These systems use advanced data signals to deliver highly targeted promotions based on real-time factors like venue type, consumer behaviour, time of day, and even emotional context, moving far beyond traditional static or cyclic Digital Out-of-Home (DOOH) advertising.

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ACR Poker’s Blitz Bonus Boost promotion is back by popular demand to supercharger players’ bankrolls, offering a 50% bonus up to a sizzling $500. To take advantage, players need to deposit $25 or more by 11:59 pm ET on Saturday, May 31 using bonus code: BLITZ and ACR Poker will match 50% of it, up to $500.

Partnerships

International Game Technology PLC announced that IGT PlaySports technology is now powering retail sports betting at Silver Reef Casino Resort in Ferndale, Wash. This technology agreement builds on IGT PlaySports’ leadership in the region, marking the 11th casino in Washington State to deploy the Company’s award-winning sports betting platform, and the 10th casino in the State to leverage its trading advisory services.

Playtech and Hard Rock Digital (HRD) have launched New Jersey’s first-ever dedicated trivia experience on the top-rated Hard Rock Bet online casino platform. This milestone establishes Hard Rock Bet as the first operator to launch a dedicated Live Trivia Game Show in the state. Since the announcement of their strategic partnership in 2024, Playtech has provided a wide range of gaming content through Hard Rock Bet, including slots, card & table games, and live dealer games.

Everi Holdings Inc. announced the Company’s digital CashClub Wallet technology is powering Penn Entertainment Inc’s (PENN) “PENN Wallet” at M Resort Spa Casino in Henderson, NV. The “PENN Wallet” offers M Resort guests the ability to access cashless payments throughout the gaming floor via integrations with existing loyalty and payments systems. PENN currently utilises CashClub Wallet technology across 22 properties in 11 jurisdictions. CashClub Wallet elevates patron engagement with frictionless, omni-channel payments. Everi’s industry-leading cashless payments solutions drive additional volume, improve operational efficiencies and transform the traditional casino cash-centric environment into a modern, seamless experience for an enhanced player journey.

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SBC Summit’s INFINITY Lisbon Levels Up with Timmy Trumpet on the Decks

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Blending classical training, jazz roots, and EDM firepower, Timmy Trumpet will take the stage at the INFINITY Lisbon closing party with a high-energy set that promises to close SBC Summit with a bang.

Taking place on Thursday, September 18th at the MEO Arena—which serves as the Super Stage during the day—the venue will transform into the ultimate party setting for the Australian DJ and producer, widely regarded as one of the most explosive live performers in EDM.

Known for his trumpet solos and crowd-hyping energy, his headline set will be open to VIP attendees and complimentary operator and affiliate pass holders.

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“The Greatest Show in Gaming couldn’t happen without the greatest showman in EDM! Jokes aside, no one brings the fire quite like Timmy Trumpet,” said Rasmus Sojmark, CEO & Founder of SBC. “He’s that rare artist who can blend high-energy drops with live instrumentation and still keep the crowd bouncing from start to finish.”

Timmy Trumpet’s musical journey began at just four years old when he picked up the trumpet. By thirteen, he was named Young Musician of the Year and earned a full scholarship to the Conservatorium of Music, studying under the Sydney Symphony Orchestra’s Anthony Heinrich. Within two years, he became the lead soloist for the Australian All-Star Stage Band, touring Europe and performing at some of the world’s top jazz festivals.

His evolution into the electronic music scene came naturally, blending live trumpet with high-energy EDM—culminating in his breakout hit Freaks in 2014, which has since surpassed a billion streams across all platforms and contributed to a discography that has amassed over 5 billion streams worldwide.

Trumpet’s Tomorrowland debut in 2017 remains the most-streamed set in the festival’s history. In 2024, he reached a new career high, ranking 5th on DJ Mag’s Top 100. That same year, he closed the main stage at Tomorrowland in both Belgium and Brazil—his Belgium set becoming the most-viewed performance of the year and further cementing his legacy as one of the festival’s most iconic acts.

The DJ’s genre-blending style and electrifying energy have also led to collaborations with some of the biggest names in electronic music. His discography includes powerhouse tracks with global stars like Steve Aoki, Armin van Buuren, Afrojack, Dimitri Vegas & Like Mike, Hardwell, KSHMR, R3HAB, W&W, and ALOK, among others.

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“We already announced Alok last month as part of the INFINITY Lisbon lineup, and now confirming Timmy Trumpet means we’ll have two powerhouse DJs headlining the closing party—an experience I’m sure our attendees will truly appreciate,” said Sojmark.

This won’t be the first time SBC event attendees are treated to electrifying DJ performances. The tradition began last September during the debut edition of SBC’s flagship show in Lisbon, with headline acts including Darude, Miss Monique, and Don Diablo. It continued earlier this year at SBC Summit Rio, where Afrojack and Brazilian duo Dubdogz brought the energy behind the decks. Next, the tradition heads to SBC Summit Americas, where Steve Aoki will headline the INFINITY Florida closing party in Fort Lauderdale.

“It’s becoming a tradition—and one that both we at SBC and our delegates absolutely love,” Sojmark added. “Industry events are fantastic in so many ways. But they’re also demanding. Closing them with world-class acts creates an experience that’s both celebratory and memorable, which is exactly what SBC Summit is all about.

SBC Summit will return to the Feira Internacional de Lisboa and MEO Arena on 16–18 September. Set to welcome 30,000 industry professionals from around the world, the event will offer three days of in-depth educational content, a comprehensive exhibition floor, and networking opportunities.

The post SBC Summit’s INFINITY Lisbon Levels Up with Timmy Trumpet on the Decks appeared first on European Gaming Industry News.

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Wikibet.com Partners with iConvert to Power Smarter Conversion Across its Markets

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iConvert, the conversion platform built specifically for iGaming, is partnering with online casino and sportsbook Wikibet.com operated by Geeker Technology N.V., to ramp up first-time deposits (FTDs) across all its markets and English-speaking territories worldwide.

Wikibet.com is built for players, including VIPs, who value speed, simplicity, and real rewards. But even the best user experience needs to be matched with conversion flows that deliver. That’s where iConvert steps in.
The goal? Maximise player acquisition without maxing out marketing budgets.

By using iConvert’s behavioural overlays which are tailored by traffic source, GEO, and device, Wikibet.com is now optimising every visit in real-time, ensuring more of the right players convert the moment they land.

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Wikibet gets it. They’ve built an operator brand with sharp UX, live dealers, and serious player rewards. Our job is to make sure every marketing dollar they spend results in deposits, not dead ends. This partnership is about precision, targeting bounce points, streamlining the journey, and turning intent into revenue

Ashley Wood, CEO, iConvert: “We built Wikibet for players who care about quality and speed, so it made sense to work with a partner who could bring that same mindset to conversion. iConvert gives us real-time insight, clean integration, and tangible FTD uplift. We’re excited to scale this across multiple markets and see what’s possible.”

Idan Levy, CEO of Wikibet.com: “This partnership marks another strategic step in iConvert’s global expansion, now powering over 140+ operators across 50+ markets, with over 3 million FTDs delivered to date.
Because in 2025, traffic alone isn’t enough. Conversion is the edge.”

The post Wikibet.com Partners with iConvert to Power Smarter Conversion Across its Markets appeared first on European Gaming Industry News.

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