Casino Guru, a renowned gambling resource dedicated to providing valuable information about online casinos, has recently unveiled a free online course dedicated to “ .” The course marks the sixth addition to the 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 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.
ClearStake awarded ISO 27001 certification cementing its position as a trusted financial risk check provider
Real-time risk profiling tool provider ClearStake has been awarded ISO 27001 certification, the globally recognised standard for data protection and system security, cementing its position as a trusted provider to the gambling industry.
To qualify for the ISO 27001, ClearStake was required to actively demonstrate the successful deployment and adherence to a robust Information Security Management System (ISMS), as part of a rigorous two-stage accreditation process with an independent auditor.
A key endorsement when expanding across global markets, the certification proves ClearStake’s team is fully compliant with international data protection and security standards, which were most recently updated by the International Organization for Standardization and the International Electrotechnical Commission in 2022.
Martin Burt, CEO at ClearStake, said: “At the heart of what we do at ClearStake is building a secure environment for operators to handle and process data. As such, we are delighted to receive the ISO 27001 certification, which reaffirms our position as a reliable and compliant technology provider.
“This is a vital step in our growth as a company and will give clients further assurance that we operate to the highest standards.”
ProgressPlay brings forward the future of casino management with revolutionary AI
Once again, casino and sports platform provider ProgressPlay are ahead of their time with a new wave of technology innovation that has helped the company to attend major shows during 2023 with soaring confidence based on pioneering proprietary technological advances that have featured strongly in annual awards shows.
The company’s future-centred thinking and ambitious AI product development attracted a raft of operators and partners attending last week’s SiGMA Europe in Malta. A raft of casino operators during the show had the opportunity to see firsthand ProgressPlay’s new tech which offers a comprehensive gaming management solution across multiple channels and products.
ProgressPlay’s enhanced iGaming platform provides operators with a powerful real-time AI-driven proprietary flow tool for optimising the performance of an online casino in a dynamic data ecosystem. Real-time player interaction provides compliance teams with the information to manage and interact with players.
Last year, ProgressPlay undertook an ambitious reframe of their technology with new proprietary Responsible Gambling automation and tools at its heart. ProgressPlay’s new platform manages player accounts, payments, bonuses, loyalty programs, fraud prevention and games, using robust tools and analytics.
ProgressPlay Sales Manager Marina Nahhas said: “ProgressPlay’s innovative Responsible Gambling software covers topics like KYC, player activity, affordability levels, and a transparent audit trail. These topics resonate heavily with operators and we were delighted with the level of engagement around this revenue-critical activity during the week we spent in Malta.”
ProgressPlay’s combo sportsbook and comprehensive turnkey solution, including casino platform, player management, payments module, and affiliate software are designed to boost operators seeking to effectively drive both revenue and efficiency with the latest cutting-edge technology.
Over 150 online casino brands have partnered with ProgressPlay covering a unique combination of casino games and sports-betting. ProgressPlay’s sportsbook offers up to 40,000 live betting markets and services across 20 languages while the latest platform offers a slick AI-driven UI/UX, and extensive value-added services alongside thousands of casino games, including slots, online casino, live casino, poker, table games, and sportsbook, across all devices and currencies.
ProgressPlay CEO Itai Loewenstein said: “Commercial agreements are being driven by our breakthrough technology that enables deployment of our AI tools for greater efficiency and revenue-generation. SiGMA Europe has been the last stop in a busy year and we believe that since we first launched our new technology in London at the beginning of the year our sophisticated Responsible Gambling tool has quickly moved beyond the early-adopter stage.”
Yggdrasil fires up festive fun with Rock Star Santa MultiMax™
Leading iGaming publisher Yggdrasil has dialled up the Christmas cheer with a hellraising new hit, Rock Star Santa MultiMax™.
A 6×6 grid awaits players, with the cluster pays mechanic requiring five or more matching symbols to be conjoined for a winning spin. Every wining cluster is then removed from the reels, with more icons cascading down from above, and a wild also joins the party.
The multiplier at the top of the reelset will then increase, with the popular MultiMax Game Engagement Mechanic (GEM) swiftly seeing cascades cranked up in volume into massive wins. These can also combine if the cluster straddles reels, for supersonic rewards.
In addition, the Present symbol can land on any spin, awarding up to 100x, 11 free spins, or four extra wilds. This can also include an extra spin or an increased multiplier if it falls during the free spins.
Three or more Golden Ticket Free Spins icons will trigger the bonus round, giving players at least seven spins. During this, the multiplier at the top of each reel does not reset, allowing it to quickly pile up with every winning combination. Free Spins may also be gambled for the chance to win more.
The game also features two separate Buy Bonus options, depending on the jurisdiction, and a Golden Bet option, which increases the chances of a player hitting the bonus for an increased stake.
Rock Star Santa MultiMax is the latest core game developed by Yggdrasil, following recent vibrant releases Defenders of Mystica and Wild Stack Frenzy.
Mark McGinley, Chief Gaming Officer at Yggdrasil, said: “We’ve taken a different approach when it comes to festive hits and introduced the world to our showstopping Santa in our rocking new release, Rock Star Santa MultiMax.
“Incorporating a cluster-pays mechanic is an exciting addition to our portfolio, where we strive to deliver incredible experiences for our players.”
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