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Casino Guru’s complaint center hits $40M in player recoveries
Casino Guru, a leading name in online gambling advocacy, is excited to announce its Complaint Resolution Center’s milestone of helping players recover more than $400 million USD as of February 2025.
Since its launch in August 2019, CRC has published more than 51,000 complaints, resolved more than 14,000 cases, recovered $41.4 million for players, and maintained a 28% resolution rate.
Q4 2024 played a significant role in reaching this milestone. In November 2024, Casino Guru successfully resolved a $1.35M complaint from a player in Lebanon, following a complex KYC verification issue. Moreover, the CRC resolved two other cases, both exceeding $300,000, involving players from Georgia and India related to a jackpot win review and email verification troubles.
Petronela Kontos, Head of the Complaint Resolution Center at Casino Guru, commented:
“Reaching this milestone is more than just a number—it’s a testament to the hard work of our team and the trust players place in us. Each case we resolve means someone was heard and treated fairly. We’re especially proud of our work on high-stakes and complex disputes. Looking ahead, we remain committed to strengthening the rights of players and setting a new standard for the entire industry.”
March 2025 brought another achievement. CRC published its 50,000th complaint, highlighting the platform’s growing impact and the volume of players seeking support.
To support this growth, CRC expanded its team in early 2025, welcoming four new specialists and increasing the department to 25 staff members. In fact, a new Self-Exclusion Manual was introduced at the end of 2024 to guide the team through these often sensitive situations.
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