Casino Guru has lauded a year “full of milestones,” in addition to reflecting on what it dubs “another victory” via the recovery of $765,000 to wronged or mistreated players via their complaint resolution centre.
The past year saw the group launch a multilingual forum and surpass 3000 reviewed online casinos, with the 2021 seeing Casino Guru tasked with following up, and building upon, these achievements.
This saw the recovery of $765,000 to wronged or mistreated players via their complaint resolution centre, which was first launched in August 2019 and is said to attract hundreds of players per month who are looking to voice their concerns and complaints about specific casinos.
In the first three months of 2021, the centre received almost 1,500 player complaints and achieved a 70 per cent resolution success rate in accepted complaints.
This excludes cases that have been rejected, which accounts for 57 per cent of all complaints received this year. Reasons for rejection include lacking evidence, unjustified complaints, or player unresponsiveness, which was responsible for 37 per cent of all rejections.
Matej Novota, CasinoGuru’s complaint resolution center lead, commented: “I am extremely proud to say that since our center’s launch, we’ve been able to grow and improve with each new challenge.
“Every month, we break records. But it’s through the knowledge, skills, and dedication of our 10 incredible team members that we were able to become one of the top 5 complaint resolution centers in the world of online casinos.”
Adding on the success of the complaint resolution center: “It’s a combination of two factors – online casinos’ growing popularity and a lack of industry standards for T&C agreements. The more people play, the more people run into problems with online casinos and come to us for help.”