The inside story of a $1.35m complaint resolved by Casino Guru

Casino Guru News has caught up with Branislav Bright who is Complaint Specialist for Casino Guru. He works as a mediator for the players and casinos to help them resolve their issues. In this interview, Branislav walks us through the delicate process of resolving a $1.35m complaint successfully, navigating the complexities and difficulties of the process, not least brought on by the sheer size of the money involved. Yet, Branislav has been able to deliver positive results for both the casino and the player involved. Read his story below.

Q: Thank you for joining us today, Branislav. To start, could you describe the recent complaint you resolved with Gamdom Casino?

Certainly. This complaint involved a player from Lebanon who accumulated a balance of $1.35 million. When the player attempted to withdraw half of this balance, their account was suddenly suspended without any explanation. The player had submitted all the required KYC (Know Your Customer) documents, but despite this, their account remained blocked for a significant time due to the investigation on the casino’s side. Naturally, the player grew suspicious and suspected that the casino was trying to avoid paying out such a large sum.

Q: How long did it take to resolve this complaint?

The entire resolution process took about 2.5 months, which is longer than our typical turnaround time. The delay was primarily due to the casino's internal investigation, which required additional time to gather all the necessary details and clarify the situation.

Q: What were some of the obstacles you encountered during this process?

One of the main challenges was the initial lack of clarity regarding the situation. I needed to engage in several discussions with my management to fully agree on how to proceed, as there were differing opinions on how to approach the complaint. Additionally, the casino requested that we not share any details in the thread or with the complainant, given the sensitive nature of the case. This made communication management more complex, as I had to maintain the trust of the player while respecting the casino's confidentiality concerns.

Q: You mentioned having to keep the complaint thread active without sharing information with the player. How did you manage that?

It required a delicate balance. I made sure to provide reassurance to the player that their complaint was being taken seriously without disclosing specific details that could compromise the investigation. Ultimately, our goal was to facilitate a resolution while maintaining the casino’s reputation, especially given the high amounts involved.

Q: You noted that the player received their disputed winnings in full. How did that resolution come about?

Yes, after extensive communication and investigation, the casino ultimately decided to release the player’s funds. Not only did the player receive the full amount they were entitled to, but they also received additional compensation for the delay. It was a relief for everyone involved, as it addressed the player’s concerns and resolved the issue satisfactorily.

Q: You have also resolved another high-profile complaint involving PokerStars Casino for $1.9 million. Can you share some insights from that case?

Certainly! That case was quite similar in that it took longer than expected to resolve. In that instance, my role was primarily as a mediator between the player and the casino, ensuring that both sides were communicating effectively. The player was understandably impatient due to the high amount involved, but ultimately, everything was paid out without any issues.

Q: Throughout your career, how many complaints have you resolved, and what do you find to be the most challenging aspect of your job?

I’ve worked on over 1,300 complaints so far, of which 492 were resolved, 551 rejected and 281 unresolved, and the number continues to grow. The most challenging part of my job involves managing the waiting periods and the time constraints associated with each case. Dealing with ambiguous situations, impatient complainants, and identifying potential fraudsters can be particularly taxing. However, I excel at communication and providing explanations, which helps in navigating these complexities.

Q: How do you view the role of the Complaints Resolution Center (CRC) within the industry?

The CRC is an essential component of Casino Guru. We play a critical role in assisting players with their issues, especially for those who may not have any other avenues for recourse. Our mission is to provide support and help resolve complaints fairly, which is something we take great pride in.

Q: Finally, can you tell us a bit about your background and what you enjoy most about your work?

I’ve been with Casino Guru since 2020, and recently celebrated my four-year anniversary. I started as an analyst in the Data Team and transitioned to the Complaints Team at the end of 2021. I really enjoy the analytical aspect of my job, the opportunity to engage in meaningful communication, and most importantly, the fulfillment that comes from helping people resolve their issues and achieve fair outcomes.

Q: Thank you, Branislav, for sharing your insights and experiences. It’s clear that your work is impactful and crucial in supporting players and maintaining integrity in the online gaming industry.

Thank you for having me. I appreciate the opportunity to discuss my work and the importance of our role at Casino Guru.

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