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Casino Guru Launches Academy for Online Casino Customer Support

Reading Time: 2 minutes
As online gambling grows ever more popular, requirements regarding quality, responsible, and fair gambling approaches also increase. Casino Guru, the world’s largest online casino database, has always focused on these values. Its online casino rankings, fair gambling codex, responsible gambling guides, and complaint resolution center should prove as much.
But the company felt it could do more. So, on top of its past projects, Casino Guru launched its first educational course in the Casino Guru Academy series for online casino employees. The series starts with a course detailing online casino customer support basics and hopes to improve online casino player experiences and responsible gambling standards through employee education.
Daniel Dolejsi, who is in charge of Casino Guru’s community projects, describes what inspired the project: “Every day we hear stories and complaints about online casinos mistreating players. We felt a strong desire to do something about the issue, especially seeing as many of the issues players experience are completely preventable through a combination of employee training, player communication, and fair Terms & Conditions agreements.”
Daniel then continues to explain Casino Guru’s approach in tackling this project: “This is a highly ambitious project on our part, and we need to pace ourselves if we wish to succeed. This first course, focusing on online gambling and customer support basics, is supposed to serve as a foundation for our future, more complex courses.”
The Academy’s first course introduces new customer support aspirants to the online gambling ecosystem, hoping to simplify onboarding and, in doing so, open up the customer support employment opportunity to a broader audience. Specifically, it details the most common situations a customer support representative may experience and gives practical advice on dealing with them fairly and professionally.
Daniel, who originally started his online gambling career in customer support himself, explains why Casino Guru chose this topic as the basis for their first Academy course: “Customer support is likely the most common entry-level employment opportunity in online gambling a person may find. However, many new hires are unfamiliar with the industry and often struggle with their job, resulting in bad experiences for employees and players alike. We felt we could fix the problem by giving employees the means of learning everything they need to know, supporting them in growing their careers, and hopefully leading to a more informed online casino environment.”
Casino Guru believes that the first step in improving industry fairness, safety, and responsibility standards is to help casinos choose and nurture suitable candidates. Moving forward, the company hopes to involve partnered entities more heavily in creating the Academy’s various courses, as they think collaboration and sharing their collective know-how will lead to the best results.
Educating a new generation of future industry leaders is no simple task but a crucial one for the gambling industry. With lots of hard work, some patience, and a little luck, the online casino landscape may change for the better forever, thanks to efforts much like this.
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ELA Games Scoops Up Triple Nominations at the European iGaming Awards 2026
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The studio picks up three major nominations going into 2026
ELA Games is proud to announce that it has received three major nominations at the European iGaming Awards 2026, reflecting the studio’s creative direction, performance-driven development, and leadership in innovation.
The nominations include:
- Most Innovative Slot Game — Joker Winpot
- Slot Game of the Year — Joker Winpot
- Rising Star — Marharyta Yerina, Managing Director of ELA Games
Joker Winpot Shines
Joker Winpot has continued to perform spectacularly, quickly becoming one of the studio’s standout titles. Its strong visual identity, simple-to-understand mechanics, and innovative format with the Winpot feature make it a game that gives players agency with high replayability.
Operators who have connected to the ELA Games catalogue have reported significant increases in key metrics following the adoption of Joker Winpot in their casino lobbies, including a GGR increase of +1128%, Actives: +878%, and Turnover: +1517%. These impressive results have helped the game gain recognition among peers, with it being shortlisted for two major categories at the upcoming European iGaming Awards.
Value in Creativity
ELA Games’ core operational philosophy of blending bold creativity with user- and operator-focused performance has propelled the studio to become a significant newcomer in the industry. Players recognise ELA Games’ signature visually rich art style and actively seek the studio’s games out in casino lobbies, as evidenced by impressive year-on-year growth.
Marharyta Yerina, Managing Director, was also nominated for the “Rising Star” individual award. Her contributions to the iGaming space and leadership in managing ELA Games as one of the fastest-growing studios have garnered her acclaim amongst her peers.
Marharyta commented on the nominations, “Receiving three nominations at an award ceremony reflects every one of our team members’ excellence and commitment to setting new standards in the industry. Joker Winpot continued to exceed our expectations and shows what’s possible when you develop a game with intention, user experiences, and operator performance in mind. I’m also honoured to receive the Rising Star nomination: we will continue delivering content that truly matters for players and partners alike.”
The post ELA Games Scoops Up Triple Nominations at the European iGaming Awards 2026 appeared first on European Gaming Industry News.
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BGC: New Tax Measures Could Spark a Sharp Increase in Harmful Illegal Gambling
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The Betting and Gaming Council (BGC) has warned that proposed new tax measures for the UK gambling industry could lead to a significant rise in harmful illegal gambling.
The Office for Budget Responsibility (OBR) admitted that the tax plans will reduce projected yield by around one-third, including £500 million lost by 2029-30 as consumers switch away from the regulated sector and towards the black market.
The OBR also states that around 90% of the duty increases will be passed on to consumers through higher prices or reduced payouts, making regulated products less attractive. It warns this will distort the market and drive more customers towards the illegal black market, where there are no protections, no tax contributions and no safer gambling checks.
Despite these warnings, the Government continues to claim the measures will raise £1.1 billion, a figure that industry experts, independent analysts including EY, and the BGC believe will not be achieved.
Grainne Hurst, Chief Executive of the Betting and Gaming Council, said: “The Government’s own figures show these tax plans will cause significant damage. Industry analysis based on modelling from EY finds that nearly 17,000 high-tech jobs will be lost across online betting and gaming, with over £6 billion in stakes diverted to the black market – a 140% increase in its size.
“These proposals also threaten shop closures, further job losses and a less competitive online market, meaning lower, not higher, long-term tax revenues. They also push more customers to the black market, where there are no protections, no taxes and no safeguards.”
The regulated betting and gaming sector currently contributes £6.8 billion to the UK economy, supports over 109,000 jobs, and provides £4 billion in taxes, including vital funding for racing, sport and tourism. But further tax rises threaten to weaken one of the UK’s most internationally competitive digital industries at a time when the illegal market is expanding rapidly.
The post BGC: New Tax Measures Could Spark a Sharp Increase in Harmful Illegal Gambling appeared first on European Gaming Industry News.
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Spillemyndigheden: Large decrease in betting consumption in October
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The Danish Gambling Authority’s statistics for October 2025 show a decrease in the total gambling spend in comparison to the same month last year. However, the betting market was the only market to experience a decrease.
The total gambling spend in October 2025 amounted to DKK 599 million, which corresponds to a decrease of 3.4 per cent compared to October 2024. The statistics show that the decrease for the total gambling market is due to a large fluctuation in the betting market in October 2025 compared to October 2024. The betting market had a decrease of 46.0 per cent. Online casinos experienced the largest increase of 24.4 per cent, while land-based (physical) casinos and gaming machines experienced an increase of 6.0 percent and 0.6 percent, respectively.
The post Spillemyndigheden: Large decrease in betting consumption in October appeared first on European Gaming Industry News.
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