Casino Guru CRC hits $40M in recovered funds

Casino Guru’s Complaint Resolution Center (CRC) Achieves Landmark Success in Online Gambling Transparency

As of February 2025, the Casino Guru Complaint Resolution Center (CRC) has reached a significant milestone by successfully assisting players in reclaiming over $40 million USD. This achievement solidifies the CRC’s position as the premier authority in the realm of online gambling dispute resolution, reflecting its commitment to player advocacy and transparency.

March 2025 heralded another remarkable achievement: the publication of the Center’s 50,000th complaint. The momentum was largely driven by increased activity in the last quarter of 2024, pivotal in surpassing the $40 million recovery threshold. Three high-stakes cases particularly highlighted this success:

• A complex Know Your Customer (KYC) issue led to the recovery of $1.34 million USD for a player based in Lebanon.

• Two additional noteworthy cases involved disputes exceeding $300,000 USD. One case revolved around a jackpot claim for a player from Georgia, while another addressed an email verification challenge faced by a player from India.

In response to the escalating demand for its services, the CRC has expanded its team. Since the beginning of 2025, the team has welcomed four new members, bringing the total to 25 professionals. Among the new recruits, one has been designated to specialize in handling self-exclusion cases, a category that has seen a noticeable increase in inquiries.

To effectively manage this uptrend, the CRC introduced its inaugural Self-Exclusion Manual in late 2024, ensuring that sensitive matters are approached with both caution and consistency.

Since its inception in August 2019, the CRC has managed over 51,000 complaints, successfully resolved more than 14,000 cases, and reclaimed over $41.4 million USD for players. The Center maintains an impressive 28% resolution rate, underscoring its dedication to fairness and accountability in the gambling industry.

Petronela Kontos, Head of the Complaint Resolution Center at Casino Guru, stated:

“Reaching this milestone is more than just a number—it’s a testament to the hard work of our team and the trust players place in us. Each resolved case represents a player who was heard and treated fairly. We take particular pride in our efforts on high-stakes and complex disputes. Looking ahead, we are steadfast in our commitment to strengthen player rights and set new industry standards.”

As the gambling industry evolves, the CRC remains at the forefront of advocacy, ensuring transparency and accountability, and promoting best practices in dispute resolution. This commitment not only enhances player experience but also builds a more trustworthy environment in the online gambling landscape.