Casino Guru’s Complaint Resolution Center (CRC), an independent mediator handling disputes between online casinos and players, has now surpassed $60 million in funds returned to players since the service launched in 2019.
The milestone highlights the CRC’s growing role as a dispute resolution platform for online gambling, offering free mediation services to players seeking to resolve conflicts with operators.
Since its inception, the center has published and investigated more than 65,800 complaints, assisting players in disputes with online casinos while aiming to promote transparency and fair practices across the industry.
“Reaching $60 million returned to players is an important milestone for our team and the broader mission of Casino Guru,” said Petronela Kontos, head of the Complaint Resolution Center.
“Every complaint we handle represents a player who felt unheard or unfairly treated. Our goal is to ensure players have access to fair mediation and that casinos uphold transparent and responsible practices. This milestone reflects years of dedication from our team and the trust players place in our service.”
The CRC is currently supported by a 28-member team specializing in dispute mediation and player advocacy. The year 2025 marked a period of transition for the team, with several experienced members moving to new roles within or outside Casino Guru and new specialists joining the department.
As part of the restructuring, two new team leaders were appointed to strengthen internal leadership and operational efficiency. The center also introduced comprehensive internal manuals aimed at standardizing case management and improving consistency across investigations.
The platform reported a sharp increase in recovered funds in the past year. In 2025, the CRC recovered 48% more money for players compared with 2024.
Among the largest disputes resolved by the center are recoveries of $1.99 million, £1 million, and 1.35 million USDT. The biggest cases settled in 2025 included CAD 590,000, SEK 3.22 million, and €293,000.
In 2025, most complaints handled by the CRC originated from players in Germany, the United Kingdom, and Greece. The most common issues reported included delayed payments, KYC verification problems, and disputes related to self-exclusion.
Original article: https://www.yogonet.com/international/news/2026/03/16/118004-casino-guru-39s-complaint-resolution-center-surpasses-60-million-returned-to-players
