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Casino Guru Academy Launches a Highly Anticipated Course on Online Casino Complaints Handling Best Practices

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Casino Guru, a renowned gambling resource dedicated to providing valuable information about online casinos, has recently unveiled a free online course dedicated to “Online Casino Complaints Handling Best Practices.” The course marks the sixth addition to the Casino Guru Academy and offers an in-depth look at Casino Guru’s tried-and-true methods for complaints handling. In addition to showcasing the leading examples of complaints from various areas, including delayed payments, verification, lost or misplaced deposits, blocked accounts, and more, the course uncovers best practices for operators when addressing them.

Casino Guru is no stranger to complaints handling – their very own Complaint Resolution Center has been playing a pivotal role in advocating for fair and transparent treatment of players since 2019. The Center has processed nearly 30,000 complaints since its inception, successfully resolving over 8,000 of them and returning an astounding $24,030,582 to online casino players. It is the expert knowledge of Casino Guru’s complaint specialists that powers the newest course, giving operators a unique opportunity to learn from the biggest and most prominent complaint resolution center of its kind.

In just 90 minutes, participants can now complete the free course and earn a certificate showcasing their commitment to enhancing player care. This opportunity not only provides them with the skills to effectively handle player complaints, but it also helps casinos prevent complaints in general. As a result, casinos can enjoy a bolstered reputation, as well as better player experience. Now available on the Academy website, the course is a must-do for every operator striving to improve their business and stay competitive in today’s player-centric world of online gambling.

Šimon Vincze, Sustainable & Safer Gambling Lead at Casino Guru, expressed his enthusiasm for the new course, stating, “The demand for the services of our Center has continuously been increasing, and this trend seems to show no signs of stopping. While it’s comforting that players continue to turn to us for assistance, the growing number of complaints signals potential issues on the operators’ end. This course is the culmination of the extensive experience gathered by our complaint resolution team over the years, and our hope is that it finds its audience and helps operators handle complaints in a more efficient way.

Building upon their expertise, the complaint team at Casino Guru played a pivotal role in another triumphant venture – the prestigious Casino Guru Awards. The inaugural awarding ceremony, held earlier this year, revealed the winner of an important category, ‘The Most Effective Handling of Complaints,’ which gives recognition to the operator who is constantly going above and beyond in making sure player complaints receive the attention they deserve.

The team is also already working on an in-depth course centered around unfair rules in online casinos. This future addition, a follow-up to the complaints handling course, will showcase why some rules used by online casinos, although looking beneficial at first glance, may actually turn out to be more trouble than they’re worth.

America 250

IWG launches America 250 eInstant across eight US lottery markets

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The digital instant-win game rolls out in Georgia, Kentucky, Michigan, New Hampshire, North Carolina, Pennsylvania, Virginia and Washington, D.C.

Instant Win Gaming (IWG) has launched America 250, a new eInstant game created to mark the 250th anniversary of the United States Declaration of Independence.

IWG said the title is launching across multiple US lotteries: Georgia, Kentucky, Michigan, New Hampshire, North Carolina, Pennsylvania, Virginia, and Washington, D.C.

Set in Washington, D.C., the game uses Americana-themed artwork and symbols including the Statue of Liberty, bald eagle, Liberty Bell, patriotic balloons, Uncle Sam’s hat, and commemorative America 250 coins. IWG said fireworks animations run throughout gameplay.

America 250 includes several bonus features: Declaration Dollars, which has players collect pieces of the Declaration of Independence via re-spins; Scenes of America, which builds win multipliers through historical moments; and Innovation Pick-and-Click, where players uncover American inventions and collect prizes until a collect symbol appears. The game also includes a randomly triggered “All or Nothing” coin-flip feature.

Jason Lisiecki, Executive Vice President at IWG, said: “The 250th anniversary of the United States is a once-in-a-generation celebration, and America 250 gives lotteries a unique opportunity to connect with players through a theme that is instantly recognizable and deeply meaningful. The game combines iconic American imagery, engaging bonus experiences, and a visually spectacular presentation to create an entertaining experience that captures the spirit and excitement of this historic milestone.”

The post IWG launches America 250 eInstant across eight US lottery markets appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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brand campaigns

Stake releases hot air balloon football match stunt at 10,000ft

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Stake published a new campaign video on June 23 showing a small-sided football match played on a pitch suspended from a hot air balloon at 10,000ft.

The video features six extreme sports content creators—Nathan Roque, Alessio Papia, Nicolo Contrada, Yasmin Xavier, Sara Vidal, and Carol Chafauzer—playing on a 12m x 20m synthetic grass platform. Stake said the 3,000kg pitch was carried by balloon during a 60-minute flight, with participants later jumping from the platform using parachutes.

The activation sits within Stake’s “It’s All At Stake” brand platform, which the company launched ahead of this summer’s global football tournament. According to Stake, the campaign is being promoted across YouTube, Instagram and X.

Jarrod Febbraio, Director at Stake, said: “This summer sees one of the biggest cultural moments on the planet and simply showing up is no longer enough. Our ambition is to create campaigns that genuinely capture people’s attention, spark conversation and give fans something they haven’t seen before.

“At Stake, we are always looking for ways to push creative boundaries and challenge expectations around sports marketing. Whether it’s our It’s All At Stake campaign or staging a football match thousands of feet in the air, the objective is the same – creating entertainment that resonates with audiences and delivers memorable experiences around the moments they care most about.”

Stake also said the “It’s All At Stake” campaign has generated more than 200 million views across earned and social channels in the first week of the tournament.

The post Stake releases hot air balloon football match stunt at 10,000ft appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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Game Aggregation

Infingame says tournaments and missions drive retention on sweepstakes platforms

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Infingame has published operational observations on what it says is driving player engagement on sweepstakes platforms, arguing that traditional online casino retention tactics don’t consistently translate to the sweepstakes model.

According to the aggregator, the strongest-performing sweepstakes products are built around progression-driven engagement, social-style competition, lightweight onboarding, and highly dynamic promotional systems. “Sweepstakes players behave very differently from traditional casino audiences,” said Jana Filagina, Head of Commercial at Infingame. “The expectation is much closer to entertainment platforms and gaming ecosystems than classic gambling products. Retention is driven by interaction quality, progression, and continuous engagement rather than purely transactional behavior.”

Infingame identified tournament ecosystems as a leading mechanic for repeat participation and session continuity, saying competitive formats outperform static reward campaigns by adding progression loops and achievement motivation. The company said operators using segmented tournament mechanics recorded higher repeat participation rates than those relying mainly on bonus-driven campaigns, and flagged “multiplier races, win races, and progression-based leaderboard systems” as particularly effective for mobile-first audiences due to short-session play patterns.

“Players want activity, not passive rewards,” Filagina said. “The strongest-performing sweepstakes platforms are creating environments where players continuously interact with missions, rankings, tournaments, and achievement systems rather than simply claiming bonuses.”

Infingame also highlighted mission-based challenge systems as a fast-growing retention lever, saying they encourage broader content exploration and higher daily return activity than standard promotional structures. Separately, the company pointed to infrastructure scalability as an operational priority, arguing that mobile-heavy, interaction-focused audiences make responsiveness and gameplay continuity central to engagement performance as operators scale across North America.

The post Infingame says tournaments and missions drive retention on sweepstakes platforms appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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