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Casino Guru Launches Academy for Online Casino Customer Support

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Casino Guru Launches Academy for Online Casino Customer Support
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As online gambling grows ever more popular, requirements regarding quality, responsible, and fair gambling approaches also increase. Casino Guru, the world’s largest online casino database, has always focused on these values. Its online casino rankings, fair gambling codex, responsible gambling guides, and complaint resolution center should prove as much.

But the company felt it could do more. So, on top of its past projects, Casino Guru launched its first educational course in the Casino Guru Academy series for online casino employees. The series starts with a course detailing online casino customer support basics and hopes to improve online casino player experiences and responsible gambling standards through employee education.

Daniel Dolejsi, who is in charge of Casino Guru’s community projects, describes what inspired the project: “Every day we hear stories and complaints about online casinos mistreating players. We felt a strong desire to do something about the issue, especially seeing as many of the issues players experience are completely preventable through a combination of employee training, player communication, and fair Terms & Conditions agreements.”

Daniel then continues to explain Casino Guru’s approach in tackling this project: “This is a highly ambitious project on our part, and we need to pace ourselves if we wish to succeed. This first course, focusing on online gambling and customer support basics, is supposed to serve as a foundation for our future, more complex courses.”

The Academy’s first course introduces new customer support aspirants to the online gambling ecosystem, hoping to simplify onboarding and, in doing so, open up the customer support employment opportunity to a broader audience. Specifically, it details the most common situations a customer support representative may experience and gives practical advice on dealing with them fairly and professionally.

Daniel, who originally started his online gambling career in customer support himself, explains why Casino Guru chose this topic as the basis for their first Academy course: “Customer support is likely the most common entry-level employment opportunity in online gambling a person may find. However, many new hires are unfamiliar with the industry and often struggle with their job, resulting in bad experiences for employees and players alike. We felt we could fix the problem by giving employees the means of learning everything they need to know, supporting them in growing their careers, and hopefully leading to a more informed online casino environment.”

Casino Guru believes that the first step in improving industry fairness, safety, and responsibility standards is to help casinos choose and nurture suitable candidates. Moving forward, the company hopes to involve partnered entities more heavily in creating the Academy’s various courses, as they think collaboration and sharing their collective know-how will lead to the best results.

Educating a new generation of future industry leaders is no simple task but a crucial one for the gambling industry. With lots of hard work, some patience, and a little luck, the online casino landscape may change for the better forever, thanks to efforts much like this.

Latest News

PushFar and Limit Break team up to improve diversity in gaming industry

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PushFar and Limit Break team up to improve diversity in gaming industry
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PushFar, a mentoring and career progression platform, has partnered with Limit Break, a mentorship program in the games industry, to help improve diversity, inclusion and equality.

Limit Break is using PushFar’s platform to offer a mentorship program for underrepresented people working in the UK gaming industry. Recent figures show that 70% of people working in the gaming industry are male, compared to 28% female and 2% non-binary workers, and that 10% of people are Black, Asian or minority ethnic (BAME).

Founder Anisa Sanusi established Limit Break in 2019 when she found it challenging to find a mentor in the gaming industry. She recognised the value of guidance and role models for underrepresented genders, LGBQT+ and people of colour, with representation in the workforce significantly below the national average of those in work.

Limit Break turned to Pushfar for a solution because the popularity of the mentoring program meant it was time consuming and required scaling. PushFar set up an accessible and intuitive platform, making it easy to match members based on their specific profiles, and allowing the program to have international reach. The platform also enables people to connect with people from specific backgrounds through a self-matching feature. Limit Break now has up to 700 people on their mentoring program, and has seen an increase in member retention.

Ed Johnson, CEO and Founder of PushFar, said: “Having a mentoring relationship is often noted as being one of the most beneficial things you can do for career development. Employees feel motivated and supported when they see senior leaders with whom they can relate. Limit Break has recognised the advantages mentoring can bring to their industry, and taken an active role in addressing diversity and inclusion issues through it. We’re delighted to be part of this solution and hope that our platform will help more people from under-represented groups join the games industry”.

Anisa Sanusi, Founder of Limit Break, said: “Actively mentoring candidates enables us to facilitate connections for a young workforce to those with experience. We want to help to keep the games industry rich with diverse talent and passion, and hope that our program will enable more people from under-represented groups to join the industry. Creating a mentorship program can be a time consuming and complicated task, but by using PushFar we’ve been able to make it simple and easy for everyone involved.”

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Compliance Updates

MGA | Updates to the Gaming Authorisations and Compliance Directive & Key Function Eligibility Criteria Policy

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MGA | Updates to the Gaming Authorisations and Compliance Directive & Key Function Eligibility Criteria Policy
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The Malta Gaming Authority is hereby publishing a series of amendments to the Gaming Authorisations and Compliance Directive (Directive 3 of 2018). The amendments mainly relate to the following:

  • The overall number of key function roles and their underlying responsibilities;
  • The deadlines by when certain key function requirements are to be observed;
  • The persons who shall shoulder responsibility in the absence of duly appointed key function holders;
  • The manner and form in which declarations and assurances are to be made by auditors on behalf of licensees during submission of audited financial statements; and
  • The applicability of suspicious betting reporting requirements.

These amendments are being published together with a Policy on the Eligibility and Ongoing Competency Criteria for Key Persons. This Policy is intended to revise and collate the existing eligibility criteria while also introducing authorisation renewal requirements related to continuous professional development for existing key persons. Moreover, the Policy clarifies the MGA’s position regarding the compatibility of key function roles with each other in light of the amendments to the Directive.

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Latest News

It’s Official! SoftGamings and Golden Hero Collaboration Is Underway

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It’s Official! SoftGamings and Golden Hero Collaboration Is Underway
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For SoftGamings, there are never enough good-quality game providers in its network, and the newest addition of Golden Hero is a testament to that fact.

Golden Hero is an Isle-of-Man-based operator known for its production and development of video slots and pachislos, a special series of slots based on Japanese pachinko games. The brand’s popularity in Japan and other Asian markets comes from its successful games and partnerships with the industry giants such as JTG. This success prompted it to seek a reliable aggregation platform to expand its reach beyond the existing markets, and SoftGamings was a natural choice.

All of Golden Hero’s games are created using the latest HTML5 technology, which focuses on mobile casino gaming. Even though its portfolio is not grandiose in number, the quality of the games it offers is undeniable. One of its most successful titles is the Battle Dwarf pachislo, voted the 2019 Game of the Year at Slotcatalog.com. Other player-favourites include Jewel Race, Hawaiian Dream, and many more.

Golden Hero is a game provider licensed by the Malta Gaming Authority and certified by SIQ, which guarantees the fairness and safety of its games. In addition, the Gamesys Group, a company that owns Golden Hero, has recently been acquired by Bally’s Corporation, making Golden Hero a part of one of the world’s largest casino corporations.

Here’s what Irina Sazonova, the director of partnerships at SoftGamings, said when reflecting on the deal: “We are overjoyed to welcome Golden Hero to our fold and, with it, give our operators a chance to improve their game portfolios with exciting and never-before-seen titles. By working with us, Golden Hero will get a chance to expand to new markets and showcase its products in the best possible way, so this partnership is the essence of a win-win situation for all parties concerned.”

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