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UKGC Issues Guidance on Operator Complaint Handling

The UK Gambling Commission (UKGC) has published advice on how licensees should handle complaints, as part of a review of complaints policies.
The guidance comes after the Commission reviewed 34 licensee complaints policies from a range of sectors, assessing their accessibility and ease of use.
Commission research revealed that 8% of gamblers had made a complaint in the past, with a further 4% reporting that they wished to make a complaint but didn’t. Research suggested reasons for not doing so included lengthy complaints processes and licensees being deliberately difficult to contact.
The Commission found that a majority of reviewed policies met the basic required standards, but highlighted a number of areas for improvement to make the process easier for customers.
Some of the tips issued to improve complaint handling included avoiding jargon, including clickable links, using short and clear processes and informing customers of the eight-week time limit for resolving complaints or issuing final responses.
“Good complaints handling is vital in the gambling industry. We want consumers to be able to easily find and understand policies and be able to raise their complaints without any barriers. We know gambling businesses receive around 200,000 complaints every year, and while the Government’s review of the Gambling Act will consider where these can be escalated to, the majority will still need to go through the licensee’s complaints process first. We want to help them handle these well, to improve outcomes for both them and consumers,” Ian Angus, Director of Policy at the Commission, said.
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Million Games Launches Million Mine – A Strategic Grid Game Inspired by a Classic

Million Games is pleased to announce the release of Million Mine, a strategic, grid-based casino game inspired by the beloved mechanics of minesweeper. Offering a modern update to the classic format, Million Mine lets players select their difficulty, uncover hidden diamonds, and cash out before disaster strikes.
The game features:
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Customisable grid sizes from 3×3 to 7×7
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Mines selection from 3 to 24 for adjustable volatility
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Instant cashout after any successful pick
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A 96.3% RTP and a high multiplier ceiling
Each tile revealed adds tension and reward, making Million Mine a fast-paced, strategic game of choice and nerve.
“Million Mine is deceptively simple—but a great player experience,” said Thomas Nimstad, CEO of Million Games. “It’s familiar, clean, and highly customisable. We see it becoming a favourite for both casual players and high-stakes explorers.”
Million Mine is now available across all Million Games partner platforms.
The post Million Games Launches Million Mine – A Strategic Grid Game Inspired by a Classic appeared first on European Gaming Industry News.
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ReferOn Shortlisted for Acquisition & Retention Partner of the Year at SBC Lisbon 2025

ReferOn, a next-gen affiliate management platform, has officially been nominated for the “Acquisition & Retention Partner (Supplier)” category at SBC Lisbon 2025, cementing its position as a key partner for operators and affiliate teams.
This shortlisting highlights the platform’s rapid growth in 2025 due to its developments that address real problems affiliate managers face, a passionate product-minded team, and ambitious plans to empower users in the affiliate marketing industry.
ReferOn challenges legacy platforms by creating a simple and accessible system built for modern needs and placing affiliate marketing at the forefront of growth strategy. Key features such as full-cycle automation, customisable dashboards and reports in pivot-style format, instant postbacks, and real-time data visibility reduce chaos and bring clarity to operations, ultimately boosting performance. Additionally, powerful tools like the Sub-Affiliate System, No Bundling Model, and dynamic variables provide managers with increased control.
Vlad Bondarenko, ReferOn’s Head of Product, commented on the nomination, “Acquisition and retention aren’t just buzzwords to keep affiliates happy. They’re real benchmarks that help our users drive growth and scale. The ReferOn team has proudly built a platform that gives affiliate managers real control, clarity, and speed over their operations to help achieve their
goals. This nomination reflects our efforts and how far we’ve come regarding pushing the industry forward and challenging the status quo.”
The nomination for the “Acquisition & Retention Partner (Supplier)” category bolsters ReferOn’s roadmap and growth trajectory. Going forward, the team will continue to invest in impactful product developments and customer-facing services to become the leading platform for affiliate managers.
Key ReferOn members will be in attendance at the SBC Lisbon Awards 2025 ceremony on September 18 for a night celebrating excellence and innovation.
The post ReferOn Shortlisted for Acquisition & Retention Partner of the Year at SBC Lisbon 2025 appeared first on European Gaming Industry News.
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SHINE ON DRAGON’S DIAMONDS

This text contains puns. Reader discretion is advised.
“Dragon’s Diamonds” is now live, a fang-tastic 6×5 new scatter-pays slot from the Berlin-based developer Hölle Games with wins of up to 12,000x.
Unlike the miserly reputation they’re known for (a tall tail), the Hölle Dragon is a generous beast (with a fiery personality). With every matching cluster that lands, the Dragon will breathe flames onto the reels – removing winning symbols and allowing more to fall into place. There is no limit to the number of potential cascades that can occur here, so lucky players can quickly scale-up their hoard of wins.
Plus, hitting 4 or more scatters to enter the Free Spins will unlock the Feature Multiplier, which cumulates all Multiplier wins across the entirety of the Free Spins. Re-triggers can be clawed out too, with only 3 scatters needed.
For any players who find the base game is dragon-on, there is the Stake Boost feature, which increases the chances of hitting the Feature for a slightly higher stake, or also the option of directly entering Free Spins via the Feature Buy. That’s no fire-drill!
The game is now available for MGA with other territories winging it this way soon.
The post SHINE ON DRAGON’S DIAMONDS appeared first on European Gaming Industry News.
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