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Casino Guru Surpasses 1000 Successfully Resolved Complaints About Online Casinos

George Miller

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Casino Guru’s complaint data reveals scope of UK players gambling at unlicensed websites
Reading Time: 3 minutes

 

Casino Guru has launched a complaint resolution center in August 2019. This allows casino players to submit public complaints about online casinos and get assisted by the Casino Guru team that investigates the situation and tries to make things right.

Since then, they have been helping an ever-increasing number of players, and the end of 2020 saw the number of resolved complaints in the Casino Guru system surpass a milestone of 1000 – a great feat displaying the impact of conflict mediation on the industry.

There are thousands of online casinos operating across the world, and not all of them behave in accordance with what most players and experts would consider ‘fair play.’ Some of them are outright malicious, whereas even very good casino websites sometimes mistreat a player, either knowingly or unknowingly.

Being able to submit a public complaint and get assisted by experts that know how the industry operates and what to do, is a great feature that is available on Casino Guru, as well as other casino-related websites, alternative dispute mediation services, and directly via regulators and licensing authorities.

Matej Novota, the head of Casino Guru’s Data and Complaint team, is delighted to see his team making a difference. “There are currently 8 people in our team helping players with their casino-related complaints. It takes quite a lot of work to assist hundreds of players each month, to investigate the situation, find out what really happened and how the situation should be handled fairly, and then try to get the casino to make things right. That said, it gives us an opportunity to help players directly and perhaps even change the entire industry for the better, which definitely makes it all worth the countless hours we put in.”

According to Matej, most common complaints about online casinos are related to these areas:

  • Rejected bonus payouts because of breached bonus terms
  • Delayed withdrawals or other withdrawal-related issues
  • Issues with KYC verification or blocked accounts
  • Player fraud accusations
  • Issues related to self-exclusion and other responsible gambling tools

He also added that the number of resolved complaints does not tell the entire story. “We surpassed the number of 500 complaints per month in December for the first time. Most of those get rejected because players stop communicating or because the casino actually hasn’t done anything that can be considered unfair. As for the remaining, justified complaints, we do our best to get them resolved, but this is not always possible, as not all casinos cooperate and are willing to adhere to our relatively strict idea of what is fair and what isn’t.”

Regarding the recent milestone, Matej commented: “The counter of successfully resolved complaints is over 1000 now and we are happy to have passed this milestone, but I also have to add that some of these complaints would get resolved even without our direct help. Sometimes, the player’s issue sorts itself out without our assistance. And sometimes, we don’t need to intervene, as simply the fact that the player has complained publicly – which can potentially hurt the casino’s reputation – can help the casino change their mind and make things right by themselves. But some cases are extremely complex and require a lot of analytical thinking and time to find out what happened and make things right, and it’s these cases that are the most rewarding to get resolved. Really makes it all worth it!”

Arguably, it would be even better if all things worked in a way that players wouldn’t have to complain at all, but that isn’t likely to happen any time soon. That’s why it’s good that websites like Casino Guru assist players with their issues, and, to make things even better, do it absolutely for free.

Latest News

BGC Response to Government Announcement on Football Index

Niji Narayan

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BGC Response to Government Announcement on Football Index
Reading Time: < 1 minute

 

The UK government is going to set up an independent review into the Football Index collapse. The plan for the review is welcomed by the Betting and Gaming Council (BGC).

A spokesperson for the Betting and Gaming Council said: “We strongly welcome this independent review of the regulation of Football Index, up to the point where its operator’s licence was suspended in March.

“Following the suspension of BetIndex Ltd’s operating licence by the Gambling Commission last month, we immediately suspended their membership of the BGC.

“We have been concerned about reports that the Gambling Commission was made aware of issues surrounding Football Index’s business model as early as the start of 2020, something the BGC was not made aware of at the time.

“The top priority remains consumer welfare and we hope that the inquiry leads to vital lessons being learned for the future.”

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Asia

Leading EA SPORTS FIFA Online 4 players to compete in ePremier League China

George Miller

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Leading EA SPORTS FIFA Online 4 players to compete in ePremier League China
Reading Time: 2 minutes

 

The Premier League, in partnership with Tencent Sports, Tencent Gaming and EA SPORTS, is launching ePremier League China later this month, the first ePremier League event to be staged outside the UK.

Some of the best Chinese gamers on EA SPORTS FIFA Online 4 will represent all 20 Premier League clubs alongside hand-picked content creators and influencers. They will compete together in a group stage to determine who reaches the finals in May. The tournament will be streamed live by Tencent across China and kicks off on Wednesday 28 April.

Premier League Commercial Director Will Brass said: “The EA SPORTS FIFA Online 4 video game series is one of the key channels through which fans in Asia can engage with Premier League clubs and players. After three successful ePremier League seasons in the UK, it is exciting to now be able to take this overseas for the first time and particularly to China – a hotbed for gaming and football.

“We are looking forward to working closely with EA SPORTS and our broadcast partner Tencent Sports to showcase some of the world’s best gamers in action. I am sure it will prove popular with the loyal and passionate supporters of Premier League clubs in China.”

Matches will be played on EA SPORTS FIFA Online 4 (FO4) on PC, which has more than 10 million registered players in China. Each of the 20 Premier League clubs will be represented in the tournament by two local players – one high-ranking gamer on the FO4 leader board and one influencer.

This will include famous esports commentator Guan Zeyuan and the well-known FIFA Online influencer Shen Rongjie.

The clubs will be divided into four groups of five teams, with the winners of each group advancing to a knockout stage. Group-stage matches will be played online, whereas knockout matches will be played offline at Wisdom Bay in Shanghai.

Group matches will take place between Wednesday 28 April and Saturday 8 May. The knockout phase will be held on Friday 14 May, with the Grand Final on Saturday 15 May.

The ePremier League China tournament will further complement the Premier League’s digital offerings in the country, where it has more than eight million followers across its digital and social platforms.

The tournament is being broadcast on Tencent Sports, Tencent Video and Tencent News. It will also be available on Huya, Douyu and Yizhibo.

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eSports

Guild Esports Signs Rocket League Creator D7RL

George Miller

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Guild Esports Signs Rocket League Creator D7RL
Reading Time: 2 minutes

 

Newest addition brings the first French-Language creator to the #GuildGang 

Today, Guild Esports announces the signing of European leading Rocket League content creator Dawson “D7RL” Berbuntes, which continues to strengthen Guild’s Rocket League offering.

After the professional team’s recent RLCS European victory, Guild has diversified its entertainment offering with a French-language creator; launching in partnership with Subway, Guild has ensured it will continue to create authentic content and support local-market creators all around the world.

At 20 years old, ex-professional player D7RL has established himself as one of Europe’s biggest Rocket League content creators. After playing three years professionally, D7RL turned his focus to content creation and has since seen incredible growth. He has over 350,000 combined followers across Twitch, YouTube, TikTok, Instagram & Twitter, and has grown over 40% since January 2021.

D7RL’s largest concentration of fans is on his YouTube channel, where he has over 173,000 subscribers and has amassed an incredible 6.3 million views in the last 30 days alone, which is a 42% increase month on month.

The signing of D7RL follows a string of other creator signings designed to bring Guild fans the very best entertainment, including Nihachu, Snowmixy, Stevie White, Gee Nelly, TN25 & SoMarcus.

Carleton Curtis, Executive Chairman of Guild Esports, said: “I’m incredibly proud to welcome the first French-language content creator to Guild. It is imperative that we are able to provide authentic content to audiences in a manner that resonates with them. D7RL allows us to do this to the French-speaking community and we are excited about the content we’ll be able to create together and expand into this market.”

Danny Lopez, Guild’s Director of Brand & Content, commented: “D7RL joining the #GuildGang brings us our first creator in France continuing our efforts towards global expansion. D7RL also bolsters up our commitment to providing the best in class Rocket League content, expect to see some collaboration with our pro-team in the near future.”

D7RL, said: “It’s a great honour to be joining Guild Esports at a time of incredible growth and success, after the professional team’s recent win at the Spring European Regional I can’t wait to take the Rocket League content to the next level.”

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