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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.

Cevro

Golden Whale and Cevro team up to advance AI-driven player interaction

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Golden Whale, a provider of machine learning-driven optimisation and decision intelligence for the iGaming industry, has partnered with Cevro, an AI-powered platform designed to automate and enhance player interactions across support and operational workflows.

At the core of the integration is Golden Whale’s Full Model Control framework, which uses ML models to continuously analyse live player behavioural data, enabling more precise decisioning across engagement and incentives, driven by deeper insight into player value, churn probability and behavioural intent. These decisions can then be actioned through Cevro’s AI agents, allowing operators to guide and control player-facing responses with greater precision across multiple channels, including chat, email and helpdesk, with voice capabilities set to follow.

Cevro’s platform supports a wide range of player-facing processes, including bonus queries, KYC checks, payment-related communications and responsible gaming workflows. By introducing decision intelligence into these touchpoints, operators can move beyond reactive support models and toward more proactive, context-aware engagement, where responses are informed by real-time signals around player value and behaviour.

 

Eberhard Dürrschmid, CEO at Golden Whale, said: “Operators are managing an increasing number of player communications across different touchpoints, and many of those processes are still handled in a reactive or manual way. By working with Cevro’s AI agents, we can connect our decision intelligence directly into these communication workflows, enabling operators to respond more precisely and consistently, while also reducing the complexity of managing these interactions at scale.”

 

Chaim Heber, CEO at Cevro, added: “Our focus is on helping operators automate and scale player interactions without losing quality or control. By integrating Golden Whale’s decision intelligence, we can bring a new level of precision into how our AI agents operate, using deeper signals around player value, churn risk and behaviour to guide responses. This not only improves resolution and efficiency but also allows operators to deliver more meaningful interactions that support retention and long-term player value.”

The post Golden Whale and Cevro team up to advance AI-driven player interaction appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Evoplay strengthens Brazil footprint with bet365 deal

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Evoplay, the award-winning game development studio, has strengthen its presence in Brazil through a new partnership with leading global operator bet365, marking another step in its growth across regulated Latin American markets.

The agreement sees a selection of top-performing Evoplay titles integrated onto bet365’s Brazilian platform, initially starting with standout releases such as Hot Triple Sevens and Temple of Thunder II Bonus Buy.

The partnership enables Evoplay to bring its diverse portfolio of high-performance content to one of the most promising emerging regulated markets, at a time when Brazil’s evolving landscape continues to create new opportunities for operators and suppliers alike.

By collaborating with bet365, a globally recognised brand known for its extensive reach and strong local engagement, Evoplay reinforces its commitment to delivering tailored content that resonates with regional player preferences.

Alex Malchenko, Head of Sales at Evoplay, said: “Partnering with bet365 represents an important milestone for Evoplay as we continue to expand our Latin American presence and build our network of global operator brands. Brazil is a market with huge potential, and we’re excited to bring a selection of our best-performing titles to its players.

“Our focus remains on supporting operators with content that not only meets regulatory standards but also delivers strong player engagement, and this collaboration is a testament to that approach.”

Spokesperson at bet365, added: “We are pleased to partner with Evoplay as we continue to enhance our offering in Brazil.

Their portfolio of localised games aligns well with our commitment to provide high-quality gaming experiences to our customers.

“We look forward to rolling out additional titles in the near future as we strengthen our collaboration with the supplier in this key market.”

Evoplay

Evoplay is a leading iGaming developer with a portfolio of 250+ slots, table, crash, and instant games.

It uses innovative gameplay and cutting-edge design to elevate user experience and bring new audiences to the world of iGaming.

The company’s commitment to innovation and revolutionary products was recognised by the most prestigious industry awards.

bet365

At bet365, it’s always extraordinary!

bet365 Casino is the home of gaming excitement, offering an extensive range of slots to choose from, including multi-layered jackpots, classic fruit games, and the latest innovative titles. Plus, with popular Live Games like Roulette, Blackjack, and Baccarat, there’s always something for every player.

bet365 is committed to Safer Gambling. We promote gambling as an enjoyable leisure activity, and we believe that gambling can only remain this way if you stay in control and gamble responsibly. However, we know that for some people gambling can stop being a harmless leisure activity and become a problem.

bet365 has a range of useful tools to help customers stay in control of their gambling that can be found at https://responsiblegambling.bet365.bet.br/br

The post Evoplay strengthens Brazil footprint with bet365 deal appeared first on Americas iGaming & Sports Betting News.

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WE names Valentina Ursini Group Account Director for IBJR and key clients

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Brazilian agency We has hired Valentina Ursini as Group Account Director, where she will lead business strategy and client relationships for accounts including EMS, Novibet, Jovi and IBJR (Brazilian Institute of Responsible Gaming).

Ursini brings experience from Leo Burnett, Ogilvy and TBWA, where she led global and local accounts for brands including Visa, Procter & Gamble, Motorola, Gatorade, Coty, Kimberly-Clark and Friboi.

“We has something that is rare today: genuine proximity to the client’s business and a very clear ambition for shared growth,” Ursini said.

“I am joining a team that already knows these clients deeply, and I bring a fresh perspective on expansion opportunities, efficiency and brand building.

It is about developing the business in a consistent and relevant way.”

Maurício Almeida, managing director at We, said Ursini’s appointment raises the standard of service for the agency’s strategic accounts.

“She combines expertise, consistency and a very pragmatic business vision, which is exactly what we look for in our model. She understands that client relationships only make sense when they translate into results.”

* The Brazilian Institute of Responsible Gaming is a private industry association representing licensed betting operators in Brazil. Its primary role is to support the development of a regulated, transparent and sustainable gambling market in the country.

The organization focuses on promoting responsible gaming practices, contributing to public policy discussions, and working alongside regulators to ensure compliance with Brazil’s evolving legal framework for betting.

It also advocates for consumer protection, market integrity and the reduction of illegal gambling activities.

In the context of the article, the IBJR appears as a relevant institutional player within the Brazilian iGaming ecosystem, reflecting the growing importance of industry representation as regulation advances.

The post WE names Valentina Ursini Group Account Director for IBJR and key clients appeared first on Americas iGaming & Sports Betting News.

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