Casino Guru’s Complaint Resolution Center has officially recovered $50 million in player funds since its launch in 2019. The Complaint Resolution Center has hit a major milestone, becoming the first service of its kind in the industry and proving itself as the go-to place for players worldwide to settle disputes with casinos. What started back in
Casino Guru’s Complaint Resolution Center has officially recovered $50 million in player funds since its launch in 2019.
The Complaint Resolution Center has hit a major milestone, becoming the first service of its kind in the industry and proving itself as the go-to place for players worldwide to settle disputes with casinos.
What started back in 2019 with just two team members has now grown into a strong department with 28 members, allowing the center to handle more than 1,000 complaints every single month for the past two years.
In 2025 alone, the team has been recovering around $1.5 million for players each month. Earlier this year, Casino Guru announced it had reached $40 million in recovered funds. Now, after more than six years in action, the center has resolved over 16,800 cases, including some of the biggest disputes in the industry.
Celebrating the news, Petronela Kontos, Head of Complaint Resolution Center, said:
“Over the past six years, we’ve built a dispute resolution center that is now trusted by both the industry and players. Our mission is to ensure casinos provide a transparent and fair experience, while giving players access to impartial and effective support – all free of charge and regardless of where in the world a player is based. The latest milestone is the result of our collective efforts as a team to ensure that gambling is safer for everyone.”
Back in November 2024, Casino Guru News covered a case where Complaint Specialist Branislav Bright helped a player get back $1.35 million. It was the second-biggest case the team has ever resolved.
Casino Guru always aims to deal with every complaint that comes in. Today, the Complaint Resolution Center has made a name in the industry for helping both players and casinos, while pushing for clearer and fairer rules.