Key Moments:
- The Complaint Resolution Center has officially recovered $50 million in player funds since its 2019 launch.
- The team has grown from two to 28 members and now handles over 1,000 complaints monthly for 25 consecutive months.
- In November 2024, a single case resulted in $1.35 million being returned to a player—the second-largest resolution documented by the platform.
Significant Growth and Industry Recognition
Casino Guru’s Complaint Resolution Center has reached a major milestone, confirming the recovery of $50 million in player funds. Serving as a neutral intermediary since its start in 2019, the center has gained trust among both players and industry stakeholders. The head of the center, Petronela Kontos, commented: “Over the past six years, we’ve built a dispute resolution centre 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.”
Team Expansion and Dispute Management
What began with just two people has expanded to a 28-member team, reflecting the center’s ability to scale and meet increasing demand. For 25 straight months, the center has dealt with over 1,000 complaints monthly. In the year 2025, the organization has averaged recovering $1.5 million in player funds each month. To date, the center has addressed more than 16,800 cases, including resolving significant disputes across the sector.
Notable Case Resolutions
A prominent example was covered by Casino Guru News in November 2024, when complaint specialist Branislav Bright negotiated the return of $1.35 million to a player—a case cited as the second-largest single resolution handled by the team.
| Milestone | Details |
|---|---|
| Total Player Funds Recovered | $50 million |
| Cases Resolved | Over 16,800 |
| Monthly Complaints Handled | Over 1,000 (for 25 consecutive months) |
| Largest Single Case (2024) | $1.35 million returned |
| Team Growth | From 2 to 28 members |
Ongoing Commitment to Fair Play
Casino Guru continues to strive toward its target of addressing every complaint received, emphasizing player protection and supporting transparent practices for operators. The platform is positioned as a key advocate for fair terms and safer gambling experiences following this $50 million milestone.
- Author
Daniel Williams
