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Casino Guru Academy Launches a Highly Anticipated Course on Online Casino Complaints Handling Best Practices

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Casino Guru, a renowned gambling resource dedicated to providing valuable information about online casinos, has recently unveiled a free online course dedicated to “Online Casino Complaints Handling Best Practices.” The course marks the sixth addition to the Casino Guru Academy and offers an in-depth look at Casino Guru’s tried-and-true methods for complaints handling. In addition to showcasing the leading examples of complaints from various areas, including delayed payments, verification, lost or misplaced deposits, blocked accounts, and more, the course uncovers best practices for operators when addressing them.

Casino Guru is no stranger to complaints handling – their very own Complaint Resolution Center has been playing a pivotal role in advocating for fair and transparent treatment of players since 2019. The Center has processed nearly 30,000 complaints since its inception, successfully resolving over 8,000 of them and returning an astounding $24,030,582 to online casino players. It is the expert knowledge of Casino Guru’s complaint specialists that powers the newest course, giving operators a unique opportunity to learn from the biggest and most prominent complaint resolution center of its kind.

In just 90 minutes, participants can now complete the free course and earn a certificate showcasing their commitment to enhancing player care. This opportunity not only provides them with the skills to effectively handle player complaints, but it also helps casinos prevent complaints in general. As a result, casinos can enjoy a bolstered reputation, as well as better player experience. Now available on the Academy website, the course is a must-do for every operator striving to improve their business and stay competitive in today’s player-centric world of online gambling.

Šimon Vincze, Sustainable & Safer Gambling Lead at Casino Guru, expressed his enthusiasm for the new course, stating, “The demand for the services of our Center has continuously been increasing, and this trend seems to show no signs of stopping. While it’s comforting that players continue to turn to us for assistance, the growing number of complaints signals potential issues on the operators’ end. This course is the culmination of the extensive experience gathered by our complaint resolution team over the years, and our hope is that it finds its audience and helps operators handle complaints in a more efficient way.

Building upon their expertise, the complaint team at Casino Guru played a pivotal role in another triumphant venture – the prestigious Casino Guru Awards. The inaugural awarding ceremony, held earlier this year, revealed the winner of an important category, ‘The Most Effective Handling of Complaints,’ which gives recognition to the operator who is constantly going above and beyond in making sure player complaints receive the attention they deserve.

The team is also already working on an in-depth course centered around unfair rules in online casinos. This future addition, a follow-up to the complaints handling course, will showcase why some rules used by online casinos, although looking beneficial at first glance, may actually turn out to be more trouble than they’re worth.

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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Gaming Innovation Group – Mandatory notification of trade

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Mikael Riese Harstad, Chairman of the Board and primary insider of Gaming Innovation Group Inc.

(GiG), has today transferred 864,403 shares in GiG to a life insurance policy with SEB Life International Assurance Company DAC with himself as the sole policy holder.

In addition, Helena Riese Harstad, a close associate of Mikael Riese Harstad, has today transferred 477,733 shares in GiG to a life insurance policy with SEB Life International Assurance Company DAC with herself as the sole policy holder.

After these transactions, Harstad and close associates owns no shares directly, but hold 1,342,136 shares through life insurance policies with SEB Life International Assurance Company DAC.

For further information, contact:
Tore Formo, Group CFO, [email protected] +47 916 68 678

This information is subject to the disclosure requirements pursuant to Section 5-12 of the Norwegian Securities Trading Act.

 

The post Gaming Innovation Group – Mandatory notification of trade appeared first on European Gaming Industry News.

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Clarion Gaming and ExCeL London plan for the migration of iGB L!VE 2025 to the heart of igaming

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Clarion Gaming is advancing preparations for the migration of iGB L!VE to London in July 2025 establishing a roadmap of activities in partnership with the senior team at ExCeL London which will host the leading global event.

The latest meeting between the two organisations featured:

  • iGB L!VE Portfolio Director Naomi Barton,
  • Clarion Gaming Managing Director Stuart Hunter,
  • Head of Operations Richard Logan and
  • Head of Marketing Jody Frost with the senior team from ExCeL led by the venue’s
  • Chief Commercial Officer Simon Mills.

Expanding on the meeting Naomi Barton said: “This was the second senior level planning meeting that we have held with our colleagues at ExCeL London in order to move the home of the igaming community to a city which is the heart of the igaming industry in a country which is igaming’s largest market.

“The roadmap is being created in order to anticipate industry needs, address pain points and to exceed the expectations of customers. The migration of what is already a top performing Tier One igaming event is set against the backdrop of iGB L!VE’s 5-year growth plan which is focused on delivering 35,000 visitors and over 550 exhibitors and sponsors by 2029.

“Our vision is to harness the tremendous momentum created by the iGB L!VE brand and to take the event to a whole new level in a new venue, and a new exceptionally well-connected global home in the city of London.

“ExCeL London has a fantastic track record of helping events to fulfil their potential, and all of the building blocks are in place for iGB L!VE and its customers to accelerate their businesses to new heights in London.

She added: “Placing our customers at the heart of everything that we do is central plank to the iGB L!VE growth strategy, and the roadmap for 2025 is underpinned by a clear customer-focused programme that will ensure maximum cost-effectiveness as well as global growth for all of our stakeholders.

“We will be using July’s edition of iGB L!VE not only to reflect and celebrate our time in Amsterdam and say thank you to our fantastic partners for many years RAI Amsterdam, but also enable our vendors and customers to secure their presence at ExCeL London in 2025.”

 

The post Clarion Gaming and ExCeL London plan for the migration of iGB L!VE 2025 to the heart of igaming appeared first on European Gaming Industry News.

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Paf’s results for 2023

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The Nordic gaming company Paf’s annual report for 2023 shows that it has been a good year which means a good sum of Paf funds for society. Paf’s published customer segments show more sustainable revenue in the past year. The Paf board gets a new member.

The Paf Group’s revenue for 2023 increased from €165.7 million to €177.1 million, an increase of 7%. The growth in revenue results in an increase in profit from €44.8 million to €55.1 million, which is a record for Paf.

“We can be happy and proud with the past year. We have gained a larger customer base and the number of active customers has increased by 27%, which explains some of it, but we are also well aware that the temporarily low gaming taxes in Finland have helped the result,” says Christer Fahlstedt, CEO.

Paf’s result is the best result in Paf’s 57-year history and an increase of 23% compared to the previous year. However, gaming taxes in a number of countries will be increased in 2024, which will create different conditions going forward. In Finland, the temporary reduction of the lottery tax has increased from 5% to 12%, in Sweden the gambling tax will increase from 18% to 22%, in Estonia from 5% to 6% and in Latvia from 10% to 12%.

“The trend of increasing gaming taxes will continue, and we expect to see more much-needed demands for increased responsible gaming measures. The changes will result in reduced profitability and many operators will find it more difficult. But Paf is well prepared for the times ahead,” says Christer Fahlstedt.

31.4 million euros in Paf funds
The annual distribution of Paf funds will be €31.4 million. Paf funds are used for the benefit of society, including a number of third sector organisations that work to promote society in social activities, culture, youth work, sports, environmental activities and more.

“It’s undeniably great that Paf is achieving a great result, allowing us to distribute a total of €31.4 million in the form of Paf funds. The employees have done a phenomenal job over the past year, and the Board would like to thank all Paf employees who have made this possible,” says Jan-Mikael von Schantz, Chairman of the Paf Board.

Sustainable entertainment
In 2023, Paf chose to invest heavily in responsible gaming, and the loss limit for all customers was lowered to EUR 17,500 per year. In addition, in spring 2023, Paf introduced a specific loss limit for young players aged 18–19, €1,800 per year. In spring 2024, Paf chose to lower the loss limit for young people aged 20–24. Young people of that age already had a lower loss limit at Paf but it was further reduced from €10,000 to €8,000 per year.

“This is an important continuation of the direction we are striving to take at Paf for our responsible gaming. Now young customers can only gamble with us for sums that are at more sustainable levels and within the framework of the customer segment we have defined ourselves as the green segment,” says Christer Fahlstedt.

Paf’s customer segments 2017–2023
The published table shows the development of gaming in different customer segments from 2017 until 2023. The red segment for customers who have lost more than €30,000 in one year is at zero in recent years, as Paf’s loss limits stop large losses. The white segment shows the number of players who ended the year in profit.

“It is encouraging to see that we have once again increased the green revenues with more sustainable revenues by a full 7.6%. It is possible to change an outdated business model in the industry and we will continue our strive to be a gaming company that provides sustainable entertainment in everyday life,” says Christer Fahlstedt.

The figures for Paf’s customer segments have been reviewed by auditors as part of the audit of the financial statements.

“Our published and open customer segments show what our investments in responsible gaming measures have achieved over the years. The publication gives credibility to our efforts at a level that no other gaming company has been able to show,” says Christer Fahlstedt.

Daniela Forsgård new on the board
Paf gets a new board member when Daniela Forsgård takes a seat on the board. At the same time, Birgitta Eriksson is stepping down after many years on Paf’s board.

“I really want to thank Birgitta for the solid contribution she has made to Paf’s Board over the years.”

“Daniela Forsgård’s merit-based knowledge of finance, combined with the international experience she possesses, will fit in well with the Board. In addition, Daniela has personal experience of Paf as she previously worked at Paf,” says Jan-Mikael von Schantz.

The Paf Board now consists of Chairman Jan-Mikael von Schantz, Board members Gunnar Westerlund, Denise Johansson, Roger Nordlund and Daniela Forsgård.

The post Paf’s results for 2023 appeared first on European Gaming Industry News.

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