Casino Guru’s Complaint Resolution Center, an independent mediator in disputes between casinos and players, has now officially successfully recovered $50 million in player funds since the solution was launched in 2019.
The milestone sets the dispute resolution service as an industry first and clearly demonstrates that the Complaint Resolution Center remains the preferred option for players worldwide to settle disputes with casinos.
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.
Since it launched, the Complaint Resolution Center has grown to include 28 members, up from only two people back in 2019. This is owing to its sustained growth and scalability, which have seen it receive and handle more than 1,000 complaints each month for 25 consecutive months.
The center has been able to recover an average of $1.5 million in player funds a month in 2025. Casino Guru recently announced that it had recovered $40 million in player funds. In more than six years of operation, the Complaint Resolution Center has been able to resolve more than 16,800 cases and settle some of the largest disputes in the industry.
In November 2024, Casino Guru News published a detailed breakdown of a particular case that saw Casino Guru Complaint Specialist Branislav Bright negotiate the successful return of $1.35 million to a player, the second-largest single case ever to have been resolved by publication.
Casino Guru has set out the ambitious goal of resolving every complaint it receives. Today, the Complaint Resolution Center stands as an industry-recognized platform that supports both players and operators, while encouraging casinos to adopt transparent, player-focused terms and conditions. This milestone marks another step toward making gambling safer and fairer for everyone.
