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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos


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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Evoplay stokes the flames with Belfry Bliss Hold and Win
Evoplay, the award-winning game development studio, has launched Belfry Bliss Hold and Win, a fiery 5×3 slot that blends retro-inspired visuals with a darker twist on the fan-favourite Hold and Win mechanic.
Set against a backdrop of flames and ringing bells, the game reintroduces Evoplay’s mischievous Devil character, not as a foe, but as a Wild symbol, lighting the way to potential wins. Classic slot icons like sevens, bars and cherries return, but the real action begins when the bells drop.
Landing six or more bonus symbols triggers the Hold and Win Bonus Game, initiating three spins, where the goal is to collect 15 special symbols to win the ULTRA jackpot, offering 1,000x the bet.
Additionally, the title comes with two smaller jackpots, SUPER and MINOR, adding to the excitement and win potential.
For those eager to jump straight into the action, a Bonus Buy feature provides direct access to the Bonus Game.
With its bold design, atmospheric soundtrack and fast-paced gameplay, Belfry Bliss Hold and Win adds a distinctive edge to Evoplay’s growing Hold and Win portfolio.
Ivan Kravchuk, CEO at Evoplay, said: “Belfry Bliss Hold and Win takes the familiar charm of classic slots and turns up the heat. We’ve given it a bold, fiery personality that blends nostalgia with a darker, more playful twist.
“The Hold and Win mechanic coupled with the three jackpots takes this game to the next level, with all features designed to keep the energy high and the experience engaging.”
The post Evoplay stokes the flames with Belfry Bliss Hold and Win appeared first on European Gaming Industry News.
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NOVOMATIC Africa Launches Local Assembly for Panther LPMs, Driving Innovation and Growth
NOVOMATIC Africa has announced that it has reached a major operational milestone: the local assembly of its popular Panther FV623D and FV624D Limited Payout Machines (LPMs) is now fully underway in South Africa. This strategic development marks a critical step in the company’s commitment to regional growth, operational agility and technological excellence.
The initiative was born out of post-pandemic global supply challenges, where machine delivery lead times were significant. To address this, NOVOMATIC Africa made the strategic decision to localise certain production capabilities—shortening timelines, reducing dependency on international shipments, and contributing to the local economy and empowerment.
At the helm of the project is Mohamed Abdullah, Technical & Operations Manager, who leads a team of highly skilled, internationally trained technical professionals.
After extensive planning and cross-border collaboration, NOVOMATIC Africa equipped a dedicated assembly area within its new Midrand facility. The space was enhanced with the necessary tooling, shelving and safety systems to handle high-volume pre-assembly processes, including monitor and bill validator modules.
This ambitious three-year journey—culminating in South Africa’s first locally assembled Panther LPMs—was not only a triumph of logistics and innovation but also a testament to human expertise, resilience and visionary leadership.
To ensure full compliance and alignment with both NOVOMATIC AG (Austria) and local regulatory standards, the project included:
• Acquisition of an Electrostatic Discharge (ESD) Safety Test Machine
• Establishment of robust quality control protocols
• Integration with the NAG central database
• Development of a structured pre-assembly line for key components
• Empowering Local Talent
“Investing in people has been the most important part of this journey. Yes, we’re building machines. But more importantly, we’re building capability—equipping our team here in South Africa with the knowledge, tools, and confidence to meet global benchmarks,” said Mohamed Abdullah.
NOVOMATIC Africa’s investment in local production is more than a tactical solution—it’s a long-term strategic move aimed at strengthening the company’s footprint across the continent.
As demand continues to grow, the company remains focused on building a resilient, skilled local workforce and continuing its mission to deliver high-quality, technically advanced gaming machines for Africa’s evolving gaming landscape.
The post NOVOMATIC Africa Launches Local Assembly for Panther LPMs, Driving Innovation and Growth appeared first on European Gaming Industry News.
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TaDa Gaming Releases Golden Bank 2
TaDa Gaming has released Golden Bank 2, a sequel to the popular Golden Bank slot. With a 10,000x max win and exciting features, Golden Bank 2 engage players with its immersive gameplay and the potential for substantial payouts.
Set in a golden vault, Golden Bank 2 combines the simplicity of classic slots with the thrill of modern mechanics. With vibrant graphics and a dynamic soundtrack, the game immerses players in an exciting, high-stakes atmosphere. Players can take advantage of Unlimited Bonus Game, expanding wilds and Super Bonus Features to boost their chances of winning big.
Golden Bank 2 offers players thrilling opportunities with its Wild High Rewards, Unlimited Bonus Game and Super Bonus features. Wild symbols appear on all reels, substituting for all symbols except the Bonus and can transform into 2x, 3x or 5x multipliers, up to 625x when multiple Wilds land on the same payline. The Unlimited Bonus Game is triggered by three Bonus symbols, unlocking the Bonus Accumulation Box where prizes accumulate based on Bet x Total Multiplier. Super Bonus symbols boost the multiplier of all accumulation boxes by up to 10x. With a 10,000x max win, medium volatility and unlimited bonus gameplay, Golden Bank 2 offers thrilling rewards and big win potential.
Sean Liu, Director of Product Management at TaDa Gaming, said: “Golden Bank 2 takes the best elements of classic slots and amplifies them with new, innovative mechanics, which offer players multiple ways to win while keeping the gameplay fresh and engaging. We’re excited to see how our clients respond to this high-reward game.”
The post TaDa Gaming Releases Golden Bank 2 appeared first on European Gaming Industry News.
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