Casino Guru, a leading mediator in the iGaming world, has recently achieved an impressive milestone by resolving a $1.35 million dispute through its Complaint Resolution Center. The case involved a player whose account was unexpectedly suspended when they attempted to withdraw some of their winnings, despite fulfilling all verification requirements.
After almost three months of mediation, the player was paid their funds —in full– thanks to Casino Guru’s efforts.
Independent, free, and fair
Established in 2019, Casino Guru’s Complaint Resolution Center is an independent platform where players can raise disputes with online casinos. In the past five years, the center has resolved more than 12,000 complaints, recovering more than $33 million for players worldwide. This is not the first time that affiliates have stepped in the iGaming industry have taken a stance to support player disputes and offers a clear sign that the industry is maturing.
Unlike internal casino support services, the center provides an independent process where players can lodge complaints without fear of bias or conflicts of interest. The center handles a variety of cases, from payment delays to unfair account restrictions. Their fair and transparent approach to complaints has made them the largest mediation service in the iGaming sector.
Petronela Kontos, the Complaints Team Lead at Casino Guru, said, of the $1.35 million case:
“Resolving cases of this magnitude is exactly why we established the Complaint Resolution Center. We’re committed to protecting players and maintaining accountability within the industry, and these cases underscore our commitment to those values.”
A track record of high-stakes resolutions
This recent $1.35 million resolution follows a record-setting $1.99 million dispute settlement achieved by the center last year. Being able to handle —and resolve— multiple high-value cases shows that the center is able to handle complex disputes, and also shows its core role in promoting fairness within the iGaming industry.
Casino Guru is one of the few iGaming sites currently looking at expansion, and they’re aiming to “enhance our team” and develop better technological capabilities, both of which, they say, will enable them to better serve the global gaming community.
What affiliate managers can learn from Casino Guru’s success
Like Casino Guru, affiliate managers also act as intermediaries between players and gaming operators. The center’s success demonstrates the importance of maintaining open communication channels, for example.
When affiliates are able to address player concerns proactively and advocate for fair play, they establish their own brands as reliable and player-focused. This can, ultimately, build long-term loyalty, which, in turn, can increase player retention —a critical KPI for affiliate managers.
Players are also increasingly looking for affiliates promoting responsible operators. In a highly competitive market, affiliates who prioritize working with trusted brands—rather than promoting unreliable, high-risk casinos—can set themselves apart.
Sources cited – https://www.casino-magazine.ro/en/casino-guru-complaint-resolution-center-celebrates-5-years-of-success-and-milestones.html & https://www.yogonet.com/international/news/2024/11/11/84650-casino-guru-resolves-135-million-dispute-through-its-complaint-resolution-center
