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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

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Casino Guru has launched a complaint resolution center in August 2019. This allows casino players to submit public complaints about online casinos and get assisted by the Casino Guru team that investigates the situation and tries to make things right.
Since then, they have been helping an ever-increasing number of players, and the end of 2020 saw the number of resolved complaints in the Casino Guru system surpass a milestone of 1000 – a great feat displaying the impact of conflict mediation on the industry.
There are thousands of online casinos operating across the world, and not all of them behave in accordance with what most players and experts would consider ‘fair play.’ Some of them are outright malicious, whereas even very good casino websites sometimes mistreat a player, either knowingly or unknowingly.
Being able to submit a public complaint and get assisted by experts that know how the industry operates and what to do, is a great feature that is available on Casino Guru, as well as other casino-related websites, alternative dispute mediation services, and directly via regulators and licensing authorities.
Matej Novota, the head of Casino Guru’s Data and Complaint team, is delighted to see his team making a difference. “There are currently 8 people in our team helping players with their casino-related complaints. It takes quite a lot of work to assist hundreds of players each month, to investigate the situation, find out what really happened and how the situation should be handled fairly, and then try to get the casino to make things right. That said, it gives us an opportunity to help players directly and perhaps even change the entire industry for the better, which definitely makes it all worth the countless hours we put in.”
According to Matej, most common complaints about online casinos are related to these areas:
- Rejected bonus payouts because of breached bonus terms
- Delayed withdrawals or other withdrawal-related issues
- Issues with KYC verification or blocked accounts
- Player fraud accusations
- Issues related to self-exclusion and other responsible gambling tools
He also added that the number of resolved complaints does not tell the entire story. “We surpassed the number of 500 complaints per month in December for the first time. Most of those get rejected because players stop communicating or because the casino actually hasn’t done anything that can be considered unfair. As for the remaining, justified complaints, we do our best to get them resolved, but this is not always possible, as not all casinos cooperate and are willing to adhere to our relatively strict idea of what is fair and what isn’t.”
Regarding the recent milestone, Matej commented: “The counter of successfully resolved complaints is over 1000 now and we are happy to have passed this milestone, but I also have to add that some of these complaints would get resolved even without our direct help. Sometimes, the player’s issue sorts itself out without our assistance. And sometimes, we don’t need to intervene, as simply the fact that the player has complained publicly – which can potentially hurt the casino’s reputation – can help the casino change their mind and make things right by themselves. But some cases are extremely complex and require a lot of analytical thinking and time to find out what happened and make things right, and it’s these cases that are the most rewarding to get resolved. Really makes it all worth it!”
Arguably, it would be even better if all things worked in a way that players wouldn’t have to complain at all, but that isn’t likely to happen any time soon. That’s why it’s good that websites like Casino Guru assist players with their issues, and, to make things even better, do it absolutely for free.
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos
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13 gambling company executives in appeal against ATG’s proposal to raise gambling tax in Sweden
BOS – The Swedish Trade Association for Online Gambling – is today submitting a letter to the government. The letter is signed by 13 gambling company executives and BOS’s secretary general. In the letter, the signatories urge the government not to support the gambling company ATG in their proposal to raise the general gambling tax in favour of a reduction in the tax on horse racing.
As a main argument, the signatories highlight the fact that the level of the gambling tax affects the proportion of consumers who choose to gamble on the legal licensed gambling market, and that too many consumers are already opting out of the safety of the licensed market with its extensive consumer protection.
“Horse betting has a channelisation rate of between 98-99 percent. Online casino, according to the most optimistic estimates, has a channelisation rate of between 72-82 percent. The higher the tax, the greater the risk that the consumer will choose unlicensed gambling, where neither gambling tax nor consumer protection exists. To then lower the gambling tax for horse betting, which already has a very strong channelisation, and raise it for online casino, which has a very weak channelisation, would be completely incomprehensible. At least for those who prioritize consumer protection,” says BOS Secretary General Gustaf Hoffstedt.
You can read the full letter here: Letter to Government on ATG gambling duty
The post 13 gambling company executives in appeal against ATG’s proposal to raise gambling tax in Sweden appeared first on Gaming and Gambling Industry Newsroom.
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Momentum Series: A Crash Gaming collection crafted for emotions in your online casino
FBMDS proudly unveils the Momentum Series, a crash gaming collection built to deliver fast-paced thrills, immersive visuals, and strong retention for online casino operators worldwide with the Piñata Rush, Magical Garden and Arctic Jumper titles.
Designed “for emotions” and “born to captivate”, the Momentum Series includes three high-performing titles — Piñata Rush, Magical Garden, and Arctic Jumper — that redefine the crash genre with dynamic gameplay, deep personalization, and stunning 3D environments.
The Momentum Series was created to give players more control, excitement, and emotional connection while providing operators with games designed for longer sessions and better retention metrics. Each title combines intuitive gameplay with high volatility, 97%+ RTP, and a responsive, mobile-first design, ensuring performance across devices and browsers. Players can personalize their experience with auto bets, double bets, and auto cashouts, adapting each round to their individual risk strategy.
Piñata Rush offers a colorful, multiplayer crash gaming experience set in lively Mexican-inspired streets. Players can track others’ progress in real time and enjoy a community-driven atmosphere that keeps engagement levels high. With 97.06% RTP and features such as Multiplayer, Auto Play, Auto Cash-Out, and a configurable Max Bet from 100x to 1000x, this crash game provides vibrant entertainment across Android, iOS, Mac OS, and Windows.
Magical Garden immerses players in a lush 3D fantasy world where serenity meets suspense. This single-player experience blends calm and thrill through Auto Play and Auto Cash-Out functions, allowing personalized strategies and a Max Bet configurable from 100x to 1000x. With 97% RTP, it offers operators a high-performing product with wide cross-platform compatibility.
Arctic Jumper brings adrenaline to the frozen north with a fully 3D single-player experience. Its immersive visuals and smooth performance are enhanced by Auto Play, Auto Cash-Out, and customizable betting options that match each player’s risk profile. Operating at 97% RTP, this title delivers consistent engagement and retention potential for competitive markets.
“The Momentum Series represents FBMDS’ evolution into crash gaming — a genre built on emotion, timing, and control,” said Renato Almeida, Director at FBMDS. “With Piñata Rush, Magical Garden, and Arctic Jumper, we’re delivering fast, flexible, and emotionally charged experiences that empower both players and operators.”
FBMDS brings a winning portfolio of innovative iGaming solutions, blending tradition with cutting-edge technology to deliver engaging, reliable, and profitable gaming experiences for operators worldwide. With a focus on slots, table games, video bingo, and now crash games, FBMDS empowers partners to scale and succeed in competitive markets.
The post Momentum Series: A Crash Gaming collection crafted for emotions in your online casino appeared first on Gaming and Gambling Industry Newsroom.
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Cozy Coast Launches Worldwide: Beach Adventure from InnoGames Now Available
- Sunny feel-good vibes for everyone: Cozy Coast now available for iOS and Android
- New trailer highlights entertaining storytelling, merge-2 puzzles, and diverse gameplay elements
- Upcoming updates with new events and challenges for long-lasting fun
A beach adventure with heart: InnoGames, one of Germany’s leading developers and publishers of mobile and browser games, today launches Cozy Coast worldwide, bringing sunny feel-good moments to smartphones and tablets. The game is now available for free on the App Store and Google Play Store. Players in selected regions have already explored the Mediterranean island of Calista and experienced the captivating story of the two protagonists Mia and Elara. The unique mix of merge-2 puzzles, exploration, and heartfelt moments is clearly resonating with players, earning 4.8 on the App Store and 4.6 on Google Play out of 5 stars.
With today’s launch, InnoGames expands the game’s language support. Alongside the existing languages German, English, and French, Cozy Coast is now also available in Italian, Polish, Portuguese, and Spanish.
New Features, More Events: Regular Updates for Lasting Fun
In Cozy Coast, players accompany best friends Mia and Elara on a journey across the picturesque Mediterranean island of Calista. For Mia, the island is filled with childhood memories, but its former charm has faded. Together, they set out to restore the island. The gameplay centers on merge-2 mechanics: By skillfully combining items, players fulfill the wishes of island residents, collect resources, and restore buildings to unlock new areas of Calista. Along their journey, Mia and Elara encounter interesting characters, discover secrets, and explore the environment.
Check out the trailer on youtube: youtube.com/watch?v=hpacBlPfio4
Since the initial launch of Cozy Coast in selected regions, the development team has steadily expanded the merge-2 adventure. Customizable portraits, 3D decoration events, special quests with unique rewards, and advanced challenges for experienced players ensure there’s always something new to discover. The holiday season has also arrived: players can earn daily rewards, including the festive avatar “Winter Elara”.
Key Features of Cozy Coast
- Merge items: Strategically combine items to create new and higher-value objects
- Restore the seaside promenade: Renovate abandoned buildings to unlock new areas
- Adventure in paradise: Follow best friends Mia and Elara as they discover hidden places and uncover the secrets of a corporation with questionable intentions
- Characters with personality: Meet fascinating characters. Every encounter comes with a story – sometimes touching, sometimes mysterious, but always full of emotion
- Fresh challenges every day: Participate in competitive, daily, weekly, and seasonal events like exploration quests, puzzle collections, decoration and special story-driven missions to receive exciting rewards and enjoy lasting gameplay
- A personal touch: Use portrait customization to bring individuality and personality to every adventure.
- Unwind in a Mediterranean setting: Experience stress-free gameplay paired with a captivating story of friendship, courage, and hope
- Free to play without restrictions: Available worldwide on iOS and Android (except in Russia and China)
Cozy Coast is available on the App Store for iOS and on Google Play for Android.
For the latest news about the game, visit the official website or follow Cozy Coast on Facebook, Instagram, TikTok, and YouTube.
The post Cozy Coast Launches Worldwide: Beach Adventure from InnoGames Now Available appeared first on Gaming and Gambling Industry Newsroom.
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