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Gambling legislation around Europe – All the latest betting law changes

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Gambling legislation around Europe
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Betting on the internet has drastically expanded during the last 15 years, as a massive percentage of players turned from betting shops to online operators to quench their everyday betting needs. This trend brought with it the need for new iGaming legislation that would allow for the fairer competition among the various betting sites, protect certain vulnerable groups like minors and offer clear instructions to the gambling industry. Some countries also saw the potential for added tax revenue, while pressure from the European Union meant that any betting monopolies would eventually cease to exist.

However, as the old saying goes “the road to success, is always under construction”. While certain markets, like the UK, managed to regulate sports betting in the best possible manner, others have only recently taken that path or have yet to consider implementing any changes at all. These frequent developments have led to increased confusion among bettors and operators alike, as new gambling laws and regulations are being set every day. The bookmakers.bet team, aided by the help and experience of a selected team of experts, has gone into detail in order to find the hottest changes that are taking place in the European betting world. We have placed each country on one of the following categories, according to how they regulate online betting.

  • Hot markets, where legislation changes are imminent
  • Recently regulated markets, that have implemented a licensing system during the past two years
  • Grey markets, where bettors are free to gamble on unlicensed bookmakers
  • Ideally regulated markets, that show a continuous financial growth
  • “Black” markets, that have a high market value but are either poorly or not at all regulated

 

Where to keep an eye on

Despite the fact that some countries possess a significant player base, they have only recently decided to pass specific legislation that regulates online sports betting. These changes are taking place on a day to day basis, thus making it harder for interested parties to keep up with current events. The hottest of these soon-to-be regulated markets include:

Netherlands
A strong state run gambling monopoly used to exist in the Netherlands, however, significant changes have been made during the past year. According to the Remote Gambling Act (2016), the sports betting market will open its doors to foreign competitors, some of whom already possess a strong player base. The new legislation will become effective in the second quarter of 2017 and allow for an unlimited number of five year licences. One of the main requirements includes that every bookmaker pays a 29% tax on Gross Gaming Revenue (plus a 1.50% contribution to the Gaming Authority and 0.25% to the Addiction Fund).

Although the betting market’s liberalization is set to offer more choices to Dutch players and increase government revenue, it has been met with opposition by certain analysts, who claim that the 29% tax burden will deter foreign operators from investing. Specifically, according to a report from the German legal and economic research consultancy Academicon, the unified 29% tax will result to lowered odds, thus offering a competitive advantage to unlicensed operators. The Dutch government has tackled these allegations by claiming that unlicensed betting sites will be legally persecuted and has pledged to lower the GGR tax to 25% by 2020.

Sweden
Sweden possesses one of the most advanced gaming environments and is generally acknowledged as a major gambling hub by every respected online bookmaker and casino provider. The Swedes are set to encourage this progress even further, as they stand on the verge of significant changes in terms of their gambling legislation. The 20 year old online betting monopoly of Svenska Spel will give way to a new licensing system at the behest of EU’s suggestions for a more open market. This has also been deemed necessary by Swedish lawmakers, as according to Svenska Spel’s fiscal reports from 2011-2015, more than half of all online sports wagers were placed on foreign bookmakers. The new proposal requires a unified tax of 18% on gross gaming revenue and a licensing fee ranging from €6.000 to €70.000, with no added financial obligations from bettors. It has been welcomed as a boon by the “Nordic” bookmakers, like Betsson, Unibet (Kindred Group) and RedBet (Evoke Gaming Ltd) who already hold a significant player base in Scandinavia. These changes will be put into effect in January 1st 2019.

Poland
According to the Remote Gambling Association (RGA), Poland is considered as an underdeveloped betting market, not only compared to its western counterparts, but also neighbouring countries, like the Czech Republic. The main reason for its stunted growth, was the 12% tax on total turnover, that resulted to local betting operators controlling only 10% of the market stake. In 2016, Poland vowed to follow the EU commission’s suggestions for a more efficient regulation of online betting, however no serious steps were made towards that direction. Although a licensing procedure started in April 1st 2017 (that will result to the blacklisting and blocking of unlicensed operators in July), Polish lawmakers remain unwilling to change the current tax structure. This has led to a mass exodus of key bookmakers, like William Hill, bet365, Betfair and Pinnacle, who are claiming that investing in Poland is no longer financially viable. As Wojciech Szpil, former CEO of Totalizator Sportowy stated “In normal economies, businesses develop from monopolies to open markets. In Poland we are after the exact opposite. We want to monopolize everything.” As things stand, Vulkanbet, bet-at-home and Marathonbet are some of the few off shore betting sites that have successfully obtained a licence, as they wish to retain a presence in Poland, despite the minimal likelihood of profit.

Greece
Although betting is massively enjoyed by Greek punters, the local market remains far from adequately regulated. The 24 temporary betting licences that were issued in 2011 have neither been revised, nor has a new licensing process been scheduled. This uncertain environment has led to increased pressure from the European Commission, who has repeatedly asked for the opening of the local betting market. Despite these suggestions, the Greek government decided to do the exact opposite, in May 2016. In a frantic attempt to boost tax revenue, they increased the financial obligations of every bookmaker from 30%, to a unified 35% on GGR, effectively making it one of the highest among EU countries.

No clear estimations can be made as to when the local market will be finally regulated, however the end of OPAP’s sports betting monopoly in 2020, is bound to bring some changes. According to a specific clause on its privatization in 2013, OPAP was supposed to hold a monopoly on both offline and online sports betting. Nonetheless, this clause was not ratified by the European Commission and was subsequently challenged by the Remote Gambling Association. The RGA claimed that according to the Greek Gambling Law and EU’s suggestions, any operator who had managed to obtain a local licence should be able to offer online betting. Although this legal battle has ended in a stalemate, some Greek MPs actively called for reforms during the last year, in order to follow the successful example of other countries. The local market is mostly split between Bet365, Sportingbet, Stoiximan and Bwin, that entered Greece, through their 2016 GVC merger. A significant number of key betting sites have shown a willingness to invest, as soon as a licencing procedure is scheduled, due to Greece’s high market value.

 

The ones that made the step forward

These countries have managed after long, arduous attempts to regulate online betting inside their markets, by implementing a new licensing system. Although not everyone has gone to the same extent, the increased competitiveness among the licensed betting sites and projected tax revenue, are bound to do wonders for local punters and governments as well.

Portugal
Portugal spent almost two years in order to correctly regulate its market and finally, the SIRJ gaming authority, has announced that almost every form of online gambling can be legally enjoyed inside the country. This does not mean however that everything is currently going on track, as some key bookmakers, like Βet365 and William Hill, that left in 2015, have shown an unwillingness to return since the market’s official reopening in May 2016. The main issue concerns the new gaming taxes, that are generally considered as commercially unviable. Betting companies with a turnover below €30 million are required to pay 8% on the total turnover, with the rate increasing proportionally to as high as 16%. Additionally, despite initial lawmakers’ intentions and European Commission pressure, local operators SCML, that held the legal monopoly under the previous regime, will find themselves paying half the required taxes, as they are considered a religious, charity organisation. Besides SCML, only betclic.pt and bet.pt can currently offer sports betting services in Portugal, which gives local bettors two choices: Either choose one of the three licensed bookies that offer extremely low odds on limited betting markets, or bypass the government’s attempts on web censorship and place their wagers on unlicensed offshore bookmakers.

Cyprus
The eyes of the betting world are set upon Cyprus as the once poorly regulated market is undergoing significant changes on its structure. During the last few months the National Betting Authority has begun a new licensing procedure that will result in a more efficient betting environment, as unlicensed betting sites will be strictly prohibited from operating. Although only six online betting (Class B) & 2 temporary licences have currently been issued, more are set to follow in order to offer more choices to local bettors. Class B holders must operate their website under a Cypriot domain, agree to complete every transaction through a local banking institution and demonstrate at least €550K in capital reserves. Additionally, they must pay a licensing fee (30.000€ for 1 year, 45.000€ for 2 years) and agree to provide 13% of their annual Gross Gaming Revenue. The strongest competitors currently include bet365, betfair and Greek sportsbook, Stoiximan. As things stand, more than 2.480 websites have been blacklisted by the NBA.

Czech Republic
The Czech Republic is one of the latest countries to join the list of regulated betting markets, as a new Gambling Act has been put into effect since January 1st 2017. The overwhelmingly supported legislation allows foreign operators based in EU or EEA countries to legally offer nearly every form of gambling, as long as they obtain a gaming licence. Although promoted as financially fair by members of the parliament, the Gambling Act has forced certain online bookmakers, like William Hill and the GVC Holdings brands to cease operating in the Czech Republic, although they have hinted that they might apply for a licence in the future. Additionally, some criticism has arisen due to two specific clauses on the Act. The first one concerns iGaming taxes, that are set at 35% GGR for slot machines and 23% on sports betting, as opposed to the 19% corporate tax on private industries. The second one, comes from people who are either receiving financial aid from the government or have filed for bankruptcy and are now prohibited from wagering online. Finally, although blacklisted betting sites have been blocked from internet providers, a great number of local players have found a way around this and are still betting on unlicensed online bookmakers.

Romania
Online betting has been successfully regulated in the nation of Romania during the past two years and the local market is now split among sixteen Class 1 licence holders. The National Gambling Office (ONJN) is tasked with issuing these licences and blocking any betting sites that operate without one. The requirements include that operators are based within the EU, EEA or Switzerland, pay an annual fee ranging from 6.000€ to 120.000€, plus an authorization tax, amounting to 16% on Gross Gaming Revenue (no less than 100.000€ each year). Although things seem to be working out for the Eastern European country, the government’s demand of a 5 year 20% GGR back tax from any betting sites that used to operate during the previous regime has been met with criticism by a number of online bookmakers. Furthermore, in October 2015 British betting giants Bet365 paid around €30 million on the said back tax, however they were still placed on the ONJN’s blacklist and prohibited from offering their services. This lead to Bet365 legally challenging this decision in December 2015, by claiming that “the ONJN used discriminatory and corrupt practices” in order to offer an advantage to other licensed competitors. Needless to say, this was a heavy blow to Bet365, who used to hold 50% of the market’s share up to that point. Other key names that have not obtained a Romanian licence, include Bwin, Ladbrokes and William Hill.

 

Those that deal within a “grey” area

Not every country wishes to regulate its online sport betting market, as lawmakers try to either support state run monopolies, or are unwilling to heed to the European Commission’s suggestions. Although bookmakers are technically not allowed to operate inside these countries, any players who visit these betting sites are not legally persecuted by the authorities. This has resulted to the existence of significant grey markets, where a large portion of players turn to place their everyday bets.

Germany
Germany possesses one of the most extensive grey betting markets in Europe, amounting for 71% of its total sports betting revenue. Currently, every operator is free to offer its services to German bettors, as long as they are not based inside Germany and are licensed by a European gambling authority. Although iGaming is not currently regulated, increased speculation has arisen about imminent changes on the online betting landscape. In early 2017, the European Commission suggested some changes in the existing gambling law (Glücksspielstaatsvertrag), by proposing a new licensing system that is projected to greatly boost competitiveness. Additionally, according to an article published by Bild, it will increase government revenue through taxes, at a figure of 1.5 billion euros. Most of the states that constitute the Bundesrepublik, however, have shown an unwillingness to follow EU’s proposals and are instead set to make only limited alterations to the existing legislation. These changes will severely limit the number of gaming halls inside Germany, but will allow foreign and local operators to obtain sports betting licenses, provided that they agree to pay 5% on their total turnover. Although these licenses would definitely promote a sense of trust between betting companies and players, they will not offer any advantages compared to unlicensed bookmakers. The revised Interstate Gambling Treaty is set to be partially put into effect on 1st July 2017 including Schleswig-Holstein from 1/1/2018), unless it gets once again downvoted by the Federal States.

Finland & Norway
These two markets resemble Sweden’s regime, as Scandinavia has a long history of protectionism when it comes to gambling. Contrary to the Swedes, however, they remain unwilling to push for changes on the state run sports betting monopoly. This is a direct result of the overwhelming backing of the public, as a significant portion of all gambling profits are awarded to charity. Fortunately for local players, this does not mean that they are only allowed to bet on Norway’s Norsk Tipping and Finland’s Veikkaus Oy. Punting on foreign online betting sites is technically branded as illegal by the state, however no legal actions have been taken against any players. This means that local bettors frequently visit foreign betting sites to place their wagers with no consequences. Finland, being a member of the EU, has been pressured to open its gambling market, however, no such plans have been made for the foreseeable future.

 

Showing the world how it’s done

Although many governments either wish to maintain betting monopolies, or are distrustful towards gambling, the four countries on this list have managed to regulate online betting in the most efficient manner.

United Kingdom
The UK is rightfully considered as one of the world’s most significant betting markets, both in terms of revenue and efficient regulation. The Gambling Act of 2005 meant that any bookmaker who wished to enter the British market, could do so by applying for a licence at the United Kingdom Gambling Commission. Although this process is completed in total transparency and impartiality, the UKGC only allows the most respected betting sites to offer their services in Britain. In 2014, the Act was revised to the point that offshore online bookies now have to pay only 15% on GGR.

Denmark
Denmark possesses one of the fastest growing gambling markets, after its liberalization in 2012. The unified 28% corporate tax, plus 20% on the GGR revenue, is working miracles for the nineteen licensed betting sites, who are experiencing continued financial growth in the northern European country.

Italy
Italy completed its regulatory procedure in 2010, when the first 200 AAMS licences were issued and has ever since enjoyed a constant increase in online gambling revenue. One of the key things for its success has been the efficient tax rate (22% on GGR) that allows for increased competitiveness inside the market.

Spain
Spain, pretty much like Germany had a hard time keeping the various semi-autonomous regions in line, as they constantly wished to institute different methods of gambling regulation. The breakthrough came in 2011, when the Gambling Act offered licensing decrees to the Spanish Gaming Commission, leading to the issuing of the very first iGaming licences in 2012. Licence holders have to pay 25% on Gross Gaming Revenue and offer their sportsbooks through a local domain.

 

The curious case of Turkey and Russia

Russia
Although gambling is typically considered as illegal in Russia and is only allowed in four Gambling Zones, this peculiarly does not apply to sports wagering. Up until 2015, betting was not adequately regulated within the Russian Federation, allowing foreign and local bookmakers to offer their services without legal or financial obligations towards the state. All that changed when the local regulatory authority Roskomnadzor, issued a blacklist containing unlicensed betting sites and requested that payment service & internet providers block access and transactions to these bookmakers. Additionally, Roskomnadzor declared that only five Russian betting sites are allowed to operate within the country and promised to fine any bettors who try to access non-licensed bookies. As of May 2017, the administration has yet to take any legal actions towards players, however a new bill proposing fines ranging from 150€-300€ has been drafted and will be put into effect on 2018. Key operators include 1xbet, Liga Stavok, 888.ru and Winlinebet.ru.

Turkey
Gambling, pretty much like everything else in Turkey is a peculiar mix of politics, morality and religion. Although games of chance may be spiritually condemned in Turkey, sports betting is not only widespread but also commonly practiced by millions of punters everyday. As of 2007, only the state owned IDDAA can legally offer a sportsbook, nevertheless, much to the government’s displeasure, local bettors have kept punting en masse on local and foreign unlicensed betting sites. Turkish lawmakers have actively tried to prevent players from wagering on these bookmakers, by implementing strict laws and even going as far as arresting 39 individuals that were linked to foreign bookmakers, in September 2016. Despite this hostile environment, many foreign key brands have kept operating, through subdomains, as Turkey is considered one of the most profitable markets in Europe. The two most influential bookmakers are Superbahis and Tempobet.

 

How we feel betting should be regulated

If there is one thing that recent experience has proven, is that the gaming industry thrives when it’s left to its own devices. Obviously, we are not suggesting that bookies shouldn’t be regulated or pay any taxes at all. Nonetheless, when you look at the way Denmark or the UK handle betting, you can’t help but wonder, “why on earth aren’t other countries following their example?“.

All that should be required is a fixed tax rate on gross gaming revenue and a licensing system that balances quality with quantity. This way, every operator would not only wish to enter a truly profitable market, but it would also benefit players; as increased competitiveness would lead to better odds. In terms of correct regulation, the authorities must rule with a firm but fair hand. This means that they should first and foremost be impartial to any conflicting interests among the bookies and place the bettors’ needs above anything else.

Finally, a word of advice to every punter who might see stars due to high odds on illegitimate bookmakers. It’s simply not worth the risk. You can google how Canbet, Mobibet, Betcascade and other scam bookies had a habit of cheating players out of their money. No matter how tempting the odds or a sign up bonus might seem, always make sure to play at well-known and respected betting sites.

 

This article first appeared on Bookmakers.bet.

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What Types of Resources Help You Find New Online Casinos?

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As online betting and gambling are increasingly getting popular, more and more gambling portals and online casinos are sprouting up every day on the internet. With so many mobile applications and websites offering lucrative options, it can be quite overwhelming and confusing to find new online casinos which are both legitimate and safe. So, how do you make a decision?

This list of resources will help you clear out that confusion and help you analyse your choices more carefully and choose the right new online gambling site for yourself.

Read Reviews on Reputable Review Sites

Online review websites are one of the most reliable sources to ascertain how good a new online gambling site is. With the drastic increase in the number of online gambling portals and casinos, these review sites have become a frequent visit for many gambling enthusiasts. Such websites usually provide comprehensive reviews of different online casinos along with important information about their games, bonuses, payment methods, and customer support.

One pro tip is to look for reviews from industry experts and popular players to ensure you get a credible report and make a more informed decision accordingly.

Check for Proper Licensing

One of the most critical things before signing up for a new online gambling site is to check its legitimacy and licensing. On the portal, make sure to look for a valid license registered under a proper jurisdiction.

This will ensure that the company is a legally registered operation and that your personal and financial data is safe and secure.

Refer to News Websites and Blogs

Another credible way to find good new online casinos is to look through news websites and blogs that specifically talk about the gambling industry. These sites often publish dedicated articles about the latest trends and developments in the industry, including new site launches and promotions.

Often including reviews from experts, articles and blogs on these platforms is a good way to judge a new online gambling site and make your decision. That’s why it is advisable to keep an eye on such portals and stay updated and informed.

Join Online Forums and Communities

I believe that no one can give a better review of an online gambling website other than someone who has been on the portal and played the game themselves. While there are multiple such forums dedicated to the online gambling industry, some online casinos have their own forums dedicated to their players.

Being on these forums and communities is a good way to get in touch with industry experts and experienced players and personally get their reviews and recommendations on online casinos. You can also learn about new casinos, discuss different aspects of online gambling, and connect with other players who share your interests.

Check Social Media Platforms

It’s 2024 and no community is bigger than social media! Be it Twitter, Instagram, Facebook, YouTube, Snapchat or even Reddit, almost every individual and business is present over there including online gambling companies. With the easiest access to a very large number of people, online casinos have to maintain their presence and stay active on these platforms.

That’s why many online casinos have social media accounts across many of these platforms where they regularly post updates about their latest games, promotions, and other news. Thus, social media is one of the best ways to search for new online casinos. In fact, by following these casinos on social media, you can stay updated about their offerings and be among the first to know about any new developments.

Consider Bonuses and Promotions

A lot of new online casinos offer generous bonuses and promotional schemes like welcome bonuses, free spins, no or low deposits, etc., to attract new players.  If you ask me, I prefer playing on a portal that asks for the lowest deposits.

For this, I look for a list of low-deposit online casinos and research their bonuses and promotions to make sure they are lofty and worth my time. Do the same while picking out your online gambling website and chances are that you’ll start with a great deal.

Choosing a new gambling site from a pool of hundreds and thousands of casinos can be daunting, especially for beginners. However, using the right resources like review portals, online communities, blogs, etc., can help you indulge in a proper research process. On the other hand, using smart techniques like checking for licenses and promotional offers offered by the company can make the decision-making even smoother.

But at the end of the day, I believe that finding the right new gambling website really depends on how well-informed you are about the industry. Always make sure to stay updated and informed about whatever is happening in the industry and you’ll automatically find it easier to pick your new gambling website.

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Week 16/2024 slot games releases

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Week 16/2024 slot games releases
Reading Time: 5 minutes

 

Here are this weeks latest slots releases compiled by European Gaming

Habanero, is introducing the Reel Rewards feature in its new 6×3 reel slot Golden Taj Mahal. Paying homage to Indian culture, the game sees tigers, candles, precious gemstones, the prince and princess as well as the magic lamp Wild fill the grid as the slot’s symbols. At the top of the board, there are six empty spots which can be filled by the Reel Rewards mechanic on any spin, awarding a prize ranging from 2x, 3x or 5x multipliers to a Wild, which transforms all symbols below it.

 

After releasing the frenzy of a slot game that was Brick Snake 2000, the award-winning slot provider is now set to release Tombstone No Mercy an upgraded refresh of its 2019 hit slot, Tombstone. The 2024 refresh stays true to the original game and introduces Nolimit Bonus Buys and Nolimit Booster into the mix. With the introduction of Nolimit Bonus Buys, players can buy right into the bonus rounds; Justice Spins, Gunslinger

 

 

Games Global exclusive studio PearFiction Studios has unveiled its latest release, Cerberus Gold, incorporating three engaging LockNWin bonuses that can be combined for great win potential. This mythological title boasts an exciting triple collection mechanic that sees each collection pot protected by a head of the fearsome guardian of the underworld, Cerberus, who precariously sits above the reel set.

 

4ThePlayer in collaboration with Yggdrasil is unveiling its new release, 4K Ultra Gold MoneyWays, through the YGG Masters platform. This game evolves 4ThePlayer’s popular MoneyWays mechanic as seen in the top-performing 4 Fantastic series where cash on the reels is won by forming ways wins without the need for additional symbols or features. In 4K Ultra Gold, every cash symbol is boosted when it lands on the reels, creating additional excitement and anticipation.

 

Push Gaming has released the second in its series of DJ games, DJ Cat, which brings a range of new features to amp up engagement. Following the success of DJ Fox, this new follow-up retains the easy-to-understand, win-what-you-see gameplay, adding in larger win multipliers. Lining up CD symbols helps players to build big prizes while VIP icons grant access to spin the decks and feed the Multiplier Meter. Arrow symbols crank the volume and unlock more reels using the iconic Push-Up feature.

 

Inspired Entertainment is thrilled to announce its latest slot game, Spin 2 Riches™, now available the UK B3/LBO market. Offering players an unparalleled gaming experience filled with mystery symbols and Fortune Spins. Spin 2 Riches invites players to embark on a thrilling adventure where every spin brings the promise of untold riches.

 

PG Soft, a world-class digital mobile games company, is on target again with its latest fun-filled game release, Piñata Wins. Set against a vibrant fiesta backdrop, Piñata Wins is a five-reel and three-row title offering players a colourful gaming experience with plenty of features with an opportunity to make big returns from multipliers up to x100. The reels are brought to life with symbols that celebrate Mexican culture including tacos, maracas, skulls, sombreros and chillies.

 

Endorphina, has announced the release of its latest slot game, Moon Tiger, on April 17th. Featuring 5 reels, 3 rows, 25 fixed paylines, and cool bonuses, the slot will soon join Endorphina’s portfolio of over 150  games. Inspired by Chinese mythology, this slot embodies the legendary White Tiger, a creature born from a rare occurrence in the heavens.

Endorphina introduces its newest title - Moon Tiger!

 

Blueprint Gaming is inviting players to live like royalty and reign over Phrygia in its latest scatter-pay release, the Greek mythology-themed Midas King of Gold. Players attempt to turn every touch into gold in this 6×5 scatter pays title, with the King himself appearing in symbols on the game’s richly coloured board alongside royal pillars and ancient artifacts.

Luxury and grandeur await in latest Blueprint Gaming title Midas King of Gold

 

Playson, the fast-growing digital entertainment supplier, has combined the striking themes of its most successful games in its latest title Energy Joker: Hold and Win. With coins, electricity and a grinning joker, this fast-paced release has lightning running through its reels. The blue Collect feature strikes the cells and gathers all values, including the Mini, Minor and Major jackpots and Bonus symbols.

Playson grants clown unlimited powers in Energy Joker: Hold and Win

 

 

Spinomenal has released its new hit, Queen of the Amazon. Set amongst the lush rainforest, this 5×4 slot welcomes players on an adventure where treasure awaits intrepid explorers. A majestic Amazon headdress, tiger, gorilla, and snake, make up the Medium symbols on the reels. At the heart of the story stands the queen herself, representing the Wild symbol.

 

 

Embark on a thrilling journey across continents in 80 Day Escapade, the dramatic new slot from Boldplay that offers multiple features for endless excitement and rewards. With its 5×3 reels and 243 ways to win, players will enjoy a world of adventure and fortune but the real excitement begins with the set of exciting bonus features.

 

 

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Casino Guru’s Complaint Resolution Center Leads Industry in 2023

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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: “We 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.”

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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