Casino Guru’s Complaint Resolution Center has proudly reached a major milestone in its mission to protect players and foster transparency within the online gambling industry. As of February 2025, the Center has successfully helped players recover over $40,000,000 USD —a landmark figure that solidifies CRC’s reputation as the global leader in online gambling complaint resolution.
In addition to this financial milestone, March 2025 also marked another significant achievement with the 50,000th complaint published on the platform.
A historic quarter
The last quarter of 2024 played a pivotal role in pushing CRC past the $40 million threshold. Three high-value complaints alone accounted for a substantial portion of the recovered funds:
- $1.34 million USD was recovered for a player from Lebanon, following a complex case involving KYC (Know Your Customer) verification issues.
- Two additional cases, each exceeding $300,000 USD, involved players from Georgia and India. One was related to a Jackpot win and subsequent gameplay review; the other centered around problems with email verification.
The CRC team has also grown. Since the beginning of 2025, four new members have joined the department, bringing the total number of staff to 25. One of the new members is already focusing specifically on self-exclusion-related cases, which have seen a notable rise.
In response to this growing trend, CRC published its first internal Self-Exclusion Manual at the end of 2024 to guide the team in handling these sensitive issues with consistency and care.
Continued impact
Since its inception in August 2019, the Complaint Resolution Center has:
- Published over 51,000 complaints
- Successfully resolved over 14,000 cases
- Recovered more than $41.4 million USD for players
- Maintained a resolution rate of 28%, with a focus on fairness and accountability
"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," said Petronela Kontos, Head of Complaint Resolution Center at Casino Guru.
"Each case we resolve means someone was heard and treated fairly. We’re especially proud of our work on high-stakes and complex disputes. Looking ahead, we remain committed to strengthening the rights of players and setting a new standard for the entire industry."
