Casino Guru’s Complaint Resolution Center, an independent mediator between casinos and players, has officially surpassed the milestone of $50 million recovered in player funds since its launch in 2019.
This achievement positions the service as a true industry first and reinforces its status as the preferred choice for players worldwide when resolving disputes with casinos.
Celebrating the news, Petronela Kontos, Head of the 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 its inception, the Complaint Resolution Center has expanded from just two people in 2019 to a dedicated team of 28 members, thanks to its consistent growth and scalability. For the past 25 consecutive months, the team has handled more than 1,000 complaints each month.
In 2025 alone, the Center has been able to recover an average of $1.5 million per month for players. Earlier this year, Casino Guru announced $40 million in recovered funds — a figure quickly surpassed with this latest milestone. Over more than six years of operation, the Center has successfully resolved over 16,800 cases, including some of the largest disputes in the industry.
One notable example came in November 2024, when Casino Guru News published a detailed account of a case in which Complaint Specialist Branislav Bright successfully negotiated the return of $1.35 million to a player — the second-largest single case ever resolved by the platform.
With an ambitious goal of resolving every complaint it receives, Casino Guru’s Complaint Resolution Center has become 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 significant step toward Casino Guru’s ultimate mission: making gambling safer and fairer for everyone.
