Today, we’re joined by Petronela Kontos, Complaints Team Lead at Casino Guru and an internal judge for the prestigious Casino Guru Awards. In this insightful conversation, Petronela shares her thoughts on the Awards’ impact, their rigorous judging process, and the exciting new categories for 2025. With a focus on promoting responsible gambling, ethics, and fairness in the iGaming industry, the Casino Guru Awards are setting the gold standard for positive change.
Q: Petronela, the Casino Guru Awards have placed significant emphasis on promoting social responsibility, responsible gambling, and ethics within the gaming industry. As one of Casino Guru’s expert judges, having witnessed these efforts firsthand, what are your impressions of the project so far?
I’m truly impressed by how Casino Guru’s Awards have raised the bar for social responsibility in the industry. The focus on responsible gambling and ethics not only sets a high standard but also encourages positive change. It’s been great to witness how many companies are stepping up to the challenge and really making a difference.
Q: Do you believe the Casino Guru Awards has established robust standards by which companies can measure their efforts, especially in areas such as complaint handling, fairness, and transparency?
Absolutely. The Casino Guru Awards have developed a comprehensive framework that ensures companies can measure their practices in terms of fairness, transparency, and complaint handling. These standards give both players and companies a solid basis for improvement and accountability.
Q: What would you consider the standout feature of the Casino Guru Awards judging process, particularly in the way applicants are shortlisted and ultimately selected as winners?
The standout feature is the thorough and unbiased judging process. Every applicant undergoes a rigorous evaluation, taking into account hard facts, industry standards, and interviews that we hold with each applicant to shed more light on their application. It’s all about transparency and ensuring the companies that are recognized truly deserve the recognition.
Q: As an expert judge at the Casino Guru Awards, one of the most challenging decisions is balancing hard facts with more subjective aspects. How do you navigate the fine line between subjectivity and objectivity in your judging process?
It’s definitely a delicate balance. I rely on hard data and the personal approach of each applicant. In handling complaints, a personal approach is everything. It’s about weighing all aspects fairly and ensuring the decision aligns with both the data and the values of the award.
Q: We are heading into Casino Guru Awards 2025 with two new categories. How do you feel about these additions, and do you think they provide value to the industry?
I’m excited about the new categories for the Casino Guru Awards 2025. The Most Ethical Approach to Marketing category is essential for encouraging responsible gambling practices, and ensuring that marketing efforts are transparent and truthful. The iGaming Changemaker of the Year category is a great way to recognize individuals who make a positive impact in the industry, promoting leadership and innovation. Both categories add significant value by highlighting responsibility, ethics, and positive change in the industry. I’m eager to see the impact they will have.
Q: Have you noticed applicants trying to improve their candidacies year after year – and is there a broader understanding among applicants – both previous ones and new ones – that in order to qualify, they need to meet robust standards?
Yes, definitely. I’ve seen a noticeable improvement in the quality of applications, with many companies striving to improve year after year. There’s a clear understanding now that meeting these high standards is essential for being considered, and that’s a great sign for the industry.
Q: What advice would you offer to this year’s awards participants and why should they consider applying?
I would advise participants to focus on transparency, fairness, and responsible gambling practices. The awards are a great opportunity to showcase their efforts and gain recognition for the work they’re doing to improve the gaming experience for players. It’s an opportunity to highlight what makes them stand out in an industry that’s constantly evolving.
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