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Casino Guru Academy Launches a Highly Anticipated Course on Online Casino Complaints Handling Best Practices
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.
Bichara e Motta Advogados
Los nuevos desafíos de la industria del iGaming en 2026
The post Los nuevos desafíos de la industria del iGaming en 2026 appeared first on Americas iGaming & Sports Betting News.
Bichara e Motta Advogados
The iGaming Industry’s New Challenges in 2026
In an exclusive article for Gaming Americas, Udo Seckelmann, partner in the Gambling & Crypto department at Bichara e Motta Advogados, examines how the Brazilian iGaming market has entered a new phase of maturity following BiS SiGMA South America 2026.
Moving beyond regulatory expectations, the industry now faces real operational, political, and economic pressures, raising critical questions about sustainability, enforcement, and the balance between growth and consumer protection in one of the world’s most dynamic betting markets.
BIS SIGMA 2026 made it clear that the conversation around Brazil’s betting sector has fundamentally changed. The industry is no longer being discussed as a future opportunity shaped by regulatory expectations, but as a functioning ecosystem already subject to real-world pressures. With the framework in force and operators active, the focus has shifted to how the market actually behaves under regulation — and where that framework is being put to the test.
This shift was evident both in the quality of the discussions and in the profile of participants. In past editions, much of the debate focused on the ideal regulatory framework, taxation, and market entry strategies. In 2026, the focus moved toward more sophisticated — and, in many ways, more challenging — topics: regulatory implementation, enforcement, and the balance between growth and consumer protection.
An additional element that permeated many discussions was the recent hardening of political discourse toward the sector. Statements from the President suggesting the potential elimination of the regulated betting market, as well as initiatives in Congress aimed at broadly restricting betting advertising, reveal legitimate concerns about negative externalities but also a concrete risk of public policy being shaped in a way that is disconnected from the newly established regulatory reality.
The criticism here is not directed at the concern for consumer protection — which is undoubtedly essential — but rather at how this debate has been conducted. Prohibitive or overly restrictive measures, particularly in the field of advertising, tend to produce adverse effects already observed in other jurisdictions: reduced channeling capacity toward the regulated market, the strengthening of illegal operators, and a weakening of consumer protection mechanisms themselves.
In this context, advertising should not be viewed solely as a risk factor, but also as a public policy tool. It is through advertising that licensed operators can differentiate themselves from unregulated entities, communicate responsible gambling practices, and operate within auditable parameters. Disproportionate restrictions, in practice, reduce the visibility of those subject to regulation while simultaneously expanding the space for those operating outside it.
Moreover, the instability of political discourse — especially when it flirts with prohibition scenarios after years of efforts to structure a regulated market — creates significant legal uncertainty. Investments made based on a recent regulatory framework are reassessed, compliance costs increase, and the appetite of new entrants tends to decline. Ultimately, this undermines not only the development of the sector but also government revenue and the original regulatory objectives pursued by the Government.
Another key topic discussed during the event was the impact of increased taxation — particularly following the rise in the Gaming Tax — on the competitiveness of the regulated market. There is a legitimate concern that an overly burdensome environment, combined with severe advertising restrictions, may create an economically unviable scenario for licensed operators, once again encouraging migration to the unregulated market.
Another highlight of the event was the debate surrounding the role of technological intermediaries — including market makers in emerging segments such as prediction markets. The expansion of these models raises important regulatory questions: to what extent are existing frameworks sufficient to accommodate these innovations? And when will it be necessary to move toward specific regulatory regimes, potentially under the oversight of authorities such as the securities regulator?
A comparison with previous BIS SIGMA editions clearly demonstrates the sector’s growing maturity. If Brazil was once seen as a major promise, it is now a complex reality that requires fine-tuning and institutional coordination. The agenda has shifted from market opening to governance — now under much more intense political and social scrutiny.
Finally, one aspect that deserves particular attention is the increasing professionalization of all stakeholders involved. Operators, regulators, service providers, and even the broader public debate have evolved significantly. There is now a clearer understanding that the success of the Brazilian market depends on its credibility and long-term sustainability.
Udo Seckelmann
Partner in the Gambling & Crypto department at Bichara e Motta Advogados
The post The iGaming Industry’s New Challenges in 2026 appeared first on Americas iGaming & Sports Betting News.
AGCO
Endorphina secures AGCO supplier registration in Ontario
Endorphina Limited has obtained a Gaming-Related Supplier registration in Ontario, Canada, allowing the company to supply its online slot content to licensed operators in the province.
The registration was issued by the Alcohol and Gaming Commission of Ontario (AGCO). Ontario is one of North America’s most closely regulated online gambling markets.
“Securing approval in Ontario is a significant achievement for Endorphina. It confirms the quality of our products, the strength of our compliance framework, and our readiness to operate in highly regulated environments,” said Head of Compliance at Endorphina, Džangar Jesenov.
Endorphina said it has a portfolio of 200+ slots, partnerships with 6,000+ operators, and an active presence in more than 50 jurisdictions. The company positions the Ontario approval as part of its broader expansion strategy in regulated markets.
The post Endorphina secures AGCO supplier registration in Ontario appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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