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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.
External Lottery Manager
Sterling Lotteries selects Yaspa as its primary open banking payments partner
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Yaspa, the award-winning Pay by Bank fintech, today announced a new partnership with Sterling Lotteries, the UK’s market-leading External Lottery Manager (ELM). Sterling has selected Yaspa as its primary open banking payments provider for prize-led fundraising, enabling faster, safer, and more efficient supporter payments across its charity lottery programmes.
Sterling powers weekly lotteries and raffles for 800+ UK charities, from local organisations to national causes. By integrating Yaspa, Sterling can offer a streamlined Pay by Bank experience that confirms entries in real-time, reduces processing costs, and strengthens fraud protection, thereby freeing up more funds for impact.
Yaspa’s Head of Commercial, Amie Kadhim, said: “Sterling sets a high bar for reliability, security, and supporter experience. We’re proud to power their next chapter with instant bank payments that help charities move faster, enhance engagement, and achieve more with every donation.”
The partnership aligns with Sterling’s ongoing modernisation of the charity lottery model, bringing the convenience supporters expect, while improving cashflow and operational efficiency for fundraising teams. Entry confirmation is immediate and funds settle instantly, helping charities plan with confidence and reduce admin overheads.
Richard Dixon, Managing Director at Sterling, said: “We’re thrilled to be partnering with Yaspa to deliver an open banking solution that represents a true sector-first innovation. From the outset, it was clear that Yaspa shares Sterling’s vision for using technology to drive meaningful change in the charity lottery space. Open banking has transformed retail and financial services and now we’re bringing that same innovation to fundraising. It’s faster, more secure, and significantly more cost-effective for charities. By harnessing open banking, we offer charities a bold, efficient, and future-proof way to engage supporters, especially digital-first donors who expect a seamless experience.”
Key benefits for Sterling and its charity partners include:
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Instant payment settlement and immediate entry confirmation
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Lower processing costs compared with traditional methods i.e. debit and credit cards
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Reduced fraud and chargeback risk, utilising bank-grade security
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A smoother, mobile-first, user journey for supporters
The post Sterling Lotteries selects Yaspa as its primary open banking payments partner appeared first on European Gaming Industry News.
Latest News
RocketPlay wins Best Customer Service at European iGaming Excellence Awards
RocketPlay Casino has been awarded Best Customer Service at the European iGaming Excellence Awards 2025 — a widely respected industry award celebrating excellence and innovation worldwide.
For RocketPlay, this award marks a major milestone — proof that genuine care, innovation, and consistent performance are noticed and appreciated by the iGaming industry.
“Our goal has always been simple — to create a service that players can rely on,” said Alex Martin, PR Manager at RocketPlay. “Winning this award highlights that our focus on trust, speed, and human connection truly makes a difference.”
This recognition also reflects the daily work of RocketPlay’s 24/7 multilingual support team, which delivers help within seconds and reaches 90%+ one-touch resolution. The casino maintains a CSAT score above 90%, and over half of all inquiries are now handled through AI-powered chat while keeping the tone personal and friendly.
The brand continues to strengthen its reputation across the community, holding top ratings such as 9.8/10 on CasinoGuru, 9.1/10 on AskGamblers, 4.4/5 on Trustpilot, and 4.3/5 on LCB.
RocketPlay remains committed to pushing standards higher — ensuring every player receives fast assistance, transparent communication. We thank the award organizers and the jury for this meaningful recognition.
Latest News
Boomerang Partners celebrated Golden Boomerang League winners and engaged booth guests with a gift auction at SiGMA Europe 2025
Boomerang Partners, an affiliate marketing agency and an Official Regional Partner of AC Milan, participated in SiGMA Europe 2025 in Rome from November 4th to 6th, 2025. The company’s booth generated heightened interest among conference participants throughout the event. It was designed in the signature ‘Boomerang Arena’ concept, effectively connecting sports and modern technologies. The booth was divided into several themed zones dedicated to football, tennis, basketball, and boxing, as well as locations for sports-related activities.
One of the main highlights of Boomerang Partners’ participation in the Rome event was the announcement of the Golden Boomerang League winners. This sports traffic tournament took place from September 1st to October 31st. It involved current and new Boomerang Partners’ affiliate partners. 68 teams, which generated 20+ sports FTDs for brands from Boomerang Partners’ client portfolio over the two-month tournament period, made it to the final draw. On November 4th, the company determined the winners using certified randomization tools. The winners became:
- QQMedia (prize — direct access to the annual Golden Boomerang Awards tournament)
- Apex Media (AC Milan Experience package, including paid flight, accommodation, and attendance at an AC Milan home match at San Siro Stadium in Milan)
- Luis Xavier (AC Milan Experience package, including paid flight, accommodation, and an AC Milan home match attendance).
The CEO of QQMedia commented: “Those who know me understand that I work with some of the largest operators in the industry, but Boomerang Partners will always hold a special place in my heart. What they are building is truly impressive, and I am proud to be part of this journey, witnessing how Boomerang Partners is steadily evolving from an underdog into a true power player.
A big thank you also goes to their entire team, especially the affiliate department, and in particular to Lilli, whose outstanding work, constant availability, and solution-oriented approach deserve special recognition.
The next goal is of course to win the Golden Boomerang Awards 2026, and we will give it our all to make that happen.”
Boomerang Partners’ booth guests could play ping-pong with promoters, who were actually professional players in disguise, as well as participate in Soccer Penalty Shootout, bowling, volleyball, tennis, and badminton using Nintendo Switch Sports. For participation and wins, they received chips of various denominations. Chips could also be earned by completing tasks on the Wheel of Fortune, ordering drinks at the bar, and even finding them in the open areas of the SiGMA Rome venue. On November 5th, Boomerang Partners hosted a gift auction at their booth, with chips as a currency. These prizes were raffled off:
- Luka Modrić (AC Milan) signed jersey
- iPhone 17 Pro Max
- Ray-Ban | Meta Wayfarer smart glasses
- Apple AirPods Pro 3
Those participants who failed to win the auction were in for a surprise. The next day, November 6th, a gift shop with items of varying prices opened at the Boomerang Partners booth. Booth guests could exchange chips for these gifts, which included, for example, AC Milan t-shirts, electric air pumps, instant photo printers, and other prizes.
Anton Eshtokin, Chief Marketing Officer at Boomerang Partners, commented: “Continuing the development of the ‘Boomerang Arena’ concept, we tried to bring numerous sports elements and meanings into the booth atmosphere, thus once again revealing our sports DNA and strategic vector. We traditionally applied the formula that connects business solutions, entertainment, and marketing activities.
We strive to make our booth a place that attracts partners and media, putting considerable effort into preparation, and believe that we have managed to solve the set tasks. We are already preparing for iGB Affiliate in Barcelona and invite you to visit our booth in advance.”
Boomerang Partners are ending 2025 on a major note, but they’re not saying goodbye for long. Stay tuned.
About Boomerang
Boomerang Partners is a rapidly growing global marketing agency offering a wide range of services. Boomerang Partners is the Official Regional Partner of AC Milan. In 2024, it launched the inaugural Golden Boomerang Awards — a global tournament for affiliate teams. More than 400 affiliate teams participated in the second season of the tournament in 2025. The agency launched six new products in 2024-2025, contributing to a nearly 1.5-fold increase in product users.
The agency’s client portfolio contains 13+ brands offering affiliate and entertainment services across 40+ markets in compliance with local regulations. These products provide personalized bonuses and 24/7 multilingual support.
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