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Casino Guru’s Complaint Resolution Center Leads Industry in 2023
Casino Guru’s Complaint Resolution Center leads industry in 2023, saving players over $11 million
Casino Guru’s Complaint Resolution Center continues to set the standard for excellence in the online gambling industry, achieving remarkable milestones in 2023 and reaffirming its commitment to player advocacy and fair gaming practices.
In the past year alone, the Complaint Resolution Center received over 14,000 complaints from players worldwide, a testament to its reputation as a trusted platform for addressing player concerns. Of these, over 12,000 were accepted, underscoring the Complaint Resolution Center’s dedication to providing a voice for players and addressing their grievances. Throughout the year, Casino Guru’s team successfully resolved 3,428 complaints, resulting in an astounding USD$11,279,425 in saved funds for players. This achievement reflects the Complaint Resolution Center’s unwavering commitment to securing favorable outcomes for players and ensuring a fair and transparent gaming environment.
Notably, Casino Guru’s Complaint Resolution Center stands out from its competitors such as AskGamblers by accepting almost all complaints received; a significant difference that underscores Casino Guru’s dedication to prioritizing player concerns and advocating on their behalf. By comparison, AskGamblers reported saving USD$9,031,914 for players with 3,565 accepted complaints while Casino Guru’s comprehensive approach led to saving USD$11,279,425 with 12,161 complaints accepted for resolution.
Aside from monetary savings, the Complaint Resolution Center also boasts other significant achievements. With an average resolution time of 17 days and the fastest resolution completed in just 48 minutes, Casino Guru demonstrates efficiency and responsiveness in addressing player concerns. Additionally, the Complaint Resolution Center resolved the longest open complaint, active for 287 days, showcasing its commitment to seeing cases through to a satisfactory resolution. Moreover, the Complaint Resolution Center successfully resolved the complaint with the highest value, amounting to USD$1.99 million, further highlighting its dedication to addressing all levels of player grievances.
Petronela Kontos, Complaints Team Lead at Casino Guru, commented on the Center’s achievements:Â âWe are proud to lead the industry in providing a platform where players can voice their concerns and seek resolution. Our commitment to fairness and transparency drives us to continually improve and deliver exceptional results for players worldwide.â
In addition to its outstanding performance in 2023, Casino Guru’s Complaint Resolution Center has achieved significant milestones over its lifetime. With over 37,000 complaints received and more than $25 million recovered for players, the Complaint Resolution Center has become a trusted resource for players seeking resolution to their issues.
As the Complaint Resolution Center continues its mission of empowering players and advocating for fairness within the online gambling industry, it remains dedicated to providing exceptional service and ensuring that players’ voices are heard and their concerns addressed with integrity and transparency.
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SIS and Premier Greyhound Racing reveal improved greyhound race time schedule
Sports Information Services (SIS), the leading multi-content supplier of 24/7 live betting services, and Premier Greyhound Racing (PGR), the media rights company supplier of greyhound racing to the betting industry and direct to viewers, have collaborated to offer a revised race time schedule starting from 20 May.
Designed to protect the long-term future of UK greyhound racing, the new schedule will see morning fixtures start slightly later – moving from 10.47 to 11.01 and 10.54 to 11.09. Additionally, there will also be a slightly later start time for some evening fixtures aimed at a retail audience, with the first evening fixture now starting at 18.08.
Commenting on the improved schedule, Terry Mahoney, Head of Business Development at ARC, said: âThe new race times will help make it easier for customers to navigate busy racing schedules as well as improving operations trackside. We will continue to listen, monitor, and adapt schedules where and when needed as we move forward to deliver the best service possible for betting operators as well as punters.â
Paul Witten, Managing Director at SIS, added: âWe are passionate about delivering a greyhound racing service that benefits all of the sportâs stakeholders. Together with Premier Greyhound Raxing, we have introduced a revised racing schedule that benefits operators and their customers.
âOur approach to greyhound racing is grounded in sustainability and flexibility. This collaboration with fellow service providers allows everyone to enjoy all the high-quality action produced on a daily basis from tracks across the UK and Ireland.â
SIS has long-term agreements in place with bet365, William Hill, Paddy Power and Betfred to deliver its greyhound content across UK and Irish retail and digital channels. SIS also promotes this content across dozens of leading international operators, as well as through SISRacing.tv.
PGR offers greyhound action, cards, video replays, results, news and info on greyhounds.attheraces.com, and regular live broadcasts on Sky Sports Racing. Premier Greyhound Racing is a joint venture between Arena Racing (ARC) and Entain, the global sports betting, gaming and interactive entertainment group. Between them, the two companies own nine of the 20 licensed British greyhound tracks and ARC manage the media rights for five independent tracks.
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PRAGMATIC PLAY HITS THE SWEET SPOT WITH FRUITY TREATS
Pragmatic Play, a leading content supplier to the iGaming industry, has added Fruity Treats to its collection of clusters pays Slots.Â
Five or more fruit symbols must connect horizontally or vertically to award a win in this vibrant 7×7 title, which features a variation of the popular multiplier spots mechanic.Â
At the start of each spin, four marked spots of different colours take up random positions on the grid. If a win forms over a marked spot, a starting multiplier of 5x, 10x, 15x or 20x (depending on the spot colour) will be activated. Each time a winning combination lands on a marked spot after a tumble, the multiplier is applied to the win and then increases by its starting value. Â
Hitting at least three candy scatters on a spin awards entry to the bonus game with 10 free spins. During the feature, which can be retriggered with five additional free spins, activated multipliers from marked spots do not reset between free spins, potentially leading to massive wins.Â
Fruity Treats is the latest cluster pays Slot in Pragmatic Playâs multi-award-winning range, joining recent hit Sugar Rush 1000.Â
Irina Cornides, Chief Operating Officer at Pragmatic Play, said: âThe roaming multiplier spots feature in Fruity Treats sets it apart from other successful cluster pays Slots in the Pragmatic Play portfolio, with marked spots staying sticky in the bonus game for even greater win potential.âÂ
Pragmatic Play currently produces up to eight new Slot titles a month, while also delivering Live Casino and Bingo games as part of its multi-product portfolio, available through a single API.âŻâŻâŻâŻâŻâŻâŻâŻâŻ
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Kambiâs Festival of Sportsbook returns for fourth year
Kambiâs Festival of Sportsbook returns in June with registrations now open for a two-day content series featuring speakers from across the Kambi Group and insights covering the full breadth of the industry.
Taking place between 4-5 June, the Festival will be comprised of online sessions taking in topics ranging from UX optimisation and harnessing AI to maximising a summer of soccer featuring both UEFA Euro 2024 and the Copa América.
Erik Lögdberg, Managing Director of Kambi Sportsbook, will open the Festival with a session entitled âExceptional, everywhere: meeting the increasingly high standards of an evolving marketâ, discussing how operators can develop their sportsbook to navigate changing consumer habits and fragmenting markets.
Kambiâs Head of Legal and Regulatory Compliance, Victoria Fernandes, will also be joined by Partner Success Manager Sabrina Andrade for a Portuguese language session delving into Brazil and how local operators can compete in the soon-to-be-regulated market.
Gerard Starkey, Kambi Groupâs SVP of Marketing & Communications, said: âWe are excited to once again be welcoming the industry to Kambiâs Festival of Sportsbook, and we look forward to sharing the sportsbook insights and knowledge the event has become known for. As ever, the agenda features a broad range of sessions hosted by experts from across the Kambi Group, providing plenty to interest those working in or with the sports betting industry today.â
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