Casino Guru's Complaint Resolution Center (CRC) has reached a new milestone, having helped players recover over $40 million by February 2025.
Beyond this financial benchmark, in March 2025, the center also issued its 50,000th complaint.
The last quarter of 2024 played a key role in breaking the $40 million threshold, with just three high-value complaints accounting for a significant portion of the total amount recovered.
Notably, a Lebanese player recovered $1.34 million in a case involving KYC verification, and the other two cases (each over $300,000) related to cumulative winnings and account access issues with players from Georgia and India.
It is worth noting that since its inception in August 2019, CRC has handled over 51,000 complaints, resolved more than 14,000 cases, and maintained a resolution rate of 28%.
To meet the growing demand, CRC expanded its team at the beginning of 2025, adding four new members, bringing the total number of staff to 25.
One of the team members now specializes in self-exclusion related cases—a category that has seen a significant increase.
In response, CRC released its first internal "Self-Exclusion Handbook," aimed at ensuring consistent and compassionate handling of such cases.
Commenting on the recent achievements, CRC head Petronela Kontos said: "Reaching this milestone is not just a number - it proves the hard work of our team and the trust players have in us.
Every case we resolve means someone's voice has been heard and treated fairly. We are particularly proud of our work in high-risk and complex disputes.
"Looking forward, we will continue to work towards strengthening players' rights and setting new standards for the entire industry."
