Casino Guru resolves $1.35 million dispute through its Complaint Resolution Center

Casino Guru has announced the successful resolution of a $1.35 million complaint through its Complaint Resolution Center. “This case marks another achievement in Casino Guru's ongoing mission to uphold fairness and transparency in the online gaming industry, following last year’s $1.99 million resolution - a record for the platform,” Casino Guru announced.

The recent complaint involved a player whose account was unexpectedly suspended after attempting to withdraw part of their $1.35 million balance. The player had complied with all verification requirements, yet faced extended delays in accessing their funds.

After 2.5 months of Casino Guru's mediation efforts, the player received the full amount owed. According to Casino Guru, the resolution highlights its "commitment to achieving fair outcomes", particularly in high-stakes situations that require meticulous handling and sustained communication with all parties involved.

Since its inception in 2019, the Complaint Resolution Center has successfully resolved over 12,000 complaints, recovering over $33 million on behalf of players worldwide. Notably, the $1.99 million resolution in 2023 set a benchmark for the platform and demonstrated its capacity to handle high-value disputes.

“Resolving cases of this magnitude is exactly why we established the Complaint Resolution Center,” said Petronela Kontos, Complaints Team Lead at Casino Guru. “We’re committed to protecting players and maintaining accountability within the industry, and these cases underscore our commitment to those values.”

With more than 42,000 complaints handled to date, Casino Guru says its Complaint Resolution Center remains "the largest and most active platform of its kind." As the Center continues to grow, Casino Guru is seeking to expand its team, advance its technology, and collaborate with partners to further promote responsible gaming practices worldwide.

In other recent developments, Casino Guru has announced the 3rd annual Casino Guru Awards, launching with open nominations and an exclusive live ceremony. Next year's event will honor outstanding contributions to the iGaming industry, celebrating transparency, social responsibility, and positive influence at the Hilton Hotel in St. Julian’s, Malta.