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Casino Guru’s Complaint Resolution Center returned $40 Million back to the players

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Casino Guru’s Complaint Resolution Center has proudly reached a major milestone in its mission to protect players and foster transparency within the online gambling industry. As of February 2025, the Center has successfully helped players recover over $40,000,000 USD —a landmark figure that solidifies CRC’s reputation as the global leader in online gambling complaint resolution.

In addition to this financial milestone, March 2025 also marked another significant achievement with the 50,000th complaint published on the platform.

A historic quarter

The last quarter of 2024 played a pivotal role in pushing CRC past the $40 million threshold. Three high-value complaints alone accounted for a substantial portion of the recovered funds:

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  • $1.34 million USD was recovered for a player from Lebanon, following a complex case involving KYC (Know Your Customer) verification issues.
  • Two additional cases, each exceeding $300,000 USD, involved players from Georgia and India. One was related to a Jackpot win and subsequent gameplay review; the other centered around problems with email verification.

The CRC team has also grown. Since the beginning of 2025, four new members have joined the department, bringing the total number of staff to 25. One of the new members is already focusing specifically on self-exclusion-related cases, which have seen a notable rise. In response to this growing trend, CRC published its first internal Self-Exclusion Manual at the end of 2024 to guide the team in handling these sensitive issues with consistency and care.

Continued impact

Since its inception in August 2019, the Complaint Resolution Center has:

  • Published over 51,000 complaints
  • Successfully resolved over 14,000 cases
  • Recovered more than $41.4 million USD for players
  • Maintained a resolution rate of 28%, with a focus on fairness and accountability

“Reaching this milestone is more than just a number—it’s a testament to the hard work of our team and the trust players place in us,” said Petronela Kontos, Head of Complaint Resolution Center at Casino Guru.

“Each case we resolve means someone was heard and treated fairly. We’re especially proud of our work on high-stakes and complex disputes. Looking ahead, we remain committed to strengthening the rights of players and setting a new standard for the entire industry.”

The post Casino Guru’s Complaint Resolution Center returned $40 Million back to the players appeared first on European Gaming Industry News.

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Press Releases

Rivalry Reports Strong Q1 2025 KPI Growth, Validating Strategic Pivot Amid Temporary Margin Variance

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Rivalry Corp. (TSXV: RVLY) (OTCQB: RVLCF) (“Rivalry” or the “Company”), the leading sportsbook and iGaming operator for digital-first players, today shared preliminary key performance indicators (“KPIs”) and revenue figures for the three months ended March 31, 2025 (“Q1 2025”), underscoring the success of its strategic transformation and path toward sustainable, profitable growth. All dollar figures are quoted in Canadian dollars.

Q1 2025 marks the first full quarter under Rivalry’s revamped operating model, following significant changes to product offerings, organizational structure, cost management, and user acquisition strategies. Underlying KPIs show improved unit economics, deeper engagement, and structural momentum toward long-term sustainability.

Revenue in the quarter was lower than prior periods – a result of Rivalry’s deliberate shift to a leaner, more efficient model – creating a stronger foundation that the Company is now building on. The shortfall also reflected temporary variance in sportsbook hold, amplified by a strategic focus on high-value and VIP players. The Company believes that these segments drive significantly greater long-term value but can introduce short-term volatility as they scale.

“Our Q1 KPIs are delivering tangible results that validate our strategic shift,” said Steven Salz, Co-Founder and CEO of Rivalry. “The structural changes we implemented over the past six months – from streamlining operations and refocusing the product, to modernizing our platform and concentrating on high-value players – are now clearly reflected in our KPIs. We’re operating more efficiently than ever, generating significantly more revenue per user, and moving closer to achieving sustainable profitability.”

Q1 2025 Highlights1:

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  • Operational Efficiency Up 400%: In Q1 2025, Rivalry generated over 400% more net revenue per user per dollar of operating expense as compared to its average before the strategic overhaul. This marks a significant leap in cost efficiency and operating leverage, validating the impact of recent changes.
  • Shift to High-Value Players Driving 175% Increase in Player Monthly Deposits: Total deposits rose 36% month over month in February 2025 and another 12% in March 2025, despite a smaller active user base than past peaks. In Q1 2025, average monthly deposits per player were just over 175% higher than the periods prior to Rivalry’s October 2024 strategic overhaul – a clear result of the Company’s focus on acquiring and retaining high-value players, while improving unit economics and lowering variable costs.
  • 115% Increase in Monthly Deposit Frequency: In Q1 2025, average monthly deposit frequency per player increased by 115% compared to the average prior to Rivalry’s October 2024 rebuild – signaling strong user re-engagement and validating the Company’s refined product experience and more targeted player strategy.
  • All-Time High in Monthly Betting Handle per User: Monthly betting handle per active user hit a new all-time high in March 2025, marking the fifth consecutive month of record-breaking engagement and deeper player value.
  • Record Revenue per User: In March 2025, monthly Gross and Net Revenue per active user reached all-time highs (normalized for margin variance), extending a four-month streak of consistent revenue per active user growth and player monetization strength.
  • Month over Month Active User Growth: Monthly active players grew by 9% in March 2025, following a similar increase in February 2025, despite a significantly reduced global marketing budget compared to the same period last year.
  • Ontario Regulated Market Showing Strong, Improving Unit Economics: Since the Company’s operational shift, Rivalry’s Average Revenue Per Playing Account (“ARPPA”) in Ontario – a monthly metric defined by and publicly reported by gaming regulator iGO – has generally trended in line with the market average, and in some months exceeded it by as much as 50%. ARPPA has also nearly doubled compared to pre-overhaul levels at Rivalry, reflecting strengthening unit economics supported by efficient customer acquisition, with customer acquisition cost paybacks consistently within single-digit weeks.

Operational Momentum and Efficiency Gains Reflect Structural Progress

The Company’s Q1 2025 performance reflects the first full quarter operating under a significantly leaner structure, with total monthly run rate operating expenses reduced by approximately 65% as compared to prior peak periods.

Betting handle in Q1 2025 was $58.2 million, and net revenue $1.3 million1, for a net revenue margin of 2.3%. This compares to Rivalry’s full-year 2024 net revenue margin of 4.4%1, with the Q1 2025 margin variance largely attributable to short-term fluctuations in sportsbook hold. This was amplified by the Company’s strategic pivot toward high-value and VIP players – segments that offer significantly greater long-term value but naturally introduce more short-term variability in margin performance as they scale.

On a normalized margin basis, Rivalry’s Q1 2025 net revenue would have covered approximately 75% of current run rate operating expenses, inclusive of additional cost reductions completed in early April that lowered monthly operating expenses by approximately $140,000. Growing user value, rising engagement, and stronger unit economics reflect encouraging momentum toward long-term financial sustainability.

“The KPIs are telling the real story – user value is up, efficiency is up, and player engagement is the strongest we’ve seen in the Company’s history,” said Steven Salz, Co-Founder and CEO of Rivalry. “Even with soft margin outcomes in Q1 2025, the model is showing strong underlying signals. As sportsbook hold normalizes and our cost base becomes leaner, we believe we’re moving in the right direction.”

Over the past six months, Rivalry has reduced monthly run rate operating expenses by approximately $1.7 million per month, inclusive of the recently completed April 2025 reductions. These reductions have been enabled by a fully modernized core product with improved site performance and ongoing development velocity across key revenue-driving features. The Company has also realized efficiencies through vendor rationalization and the rollout of AI-driven tools across departments.

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“We’ve built a stronger, leaner, and more focused Rivalry,” Salz added. “Our improved KPIs and disciplined cost management have created a healthier foundation. With continued operational momentum and a re-energized product, we believe we’re on a promising path forward.”

The post Rivalry Reports Strong Q1 2025 KPI Growth, Validating Strategic Pivot Amid Temporary Margin Variance appeared first on Gaming and Gambling Industry in the Americas.

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Press Releases

Midnite to give away £25k for every 147 maximum at this year’s Snooker World Championship

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Snooker fans at this year’s World Championship will get the chance to pocket £25,000 if they witness a 147 maximum break – thanks to bookies Midnite.

Midnite are the official betting and casino partner of this year’s tournament. To celebrate, they are pledging to give away the cash prize to a random member of the Crucible crowd whenever a maximum goes in.

The Midnite Maximum will see a seat number randomly selected at the start of every session and – if a player completes a 147 break – the lucky fan in the audience will collect £25,000.

A 147 maximum is the holy grail of snooker achievements and there have been 14 in crucible history – including two during the tournament in 2023.

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Jackson Page made snooker history this week, becoming the first player to complete two maximum breaks in a single pro match on his way to victory over Allan Taylor in the World Championship qualifiers.

Midnite’s sportsbook was launched in 2018 by Nick Wright and Daniel Qu, who previously created daily fantasy sports platform Dribble in partnership with Sky Bet. Midnite added horse racing and casino to the product mix in 2023 and Midnite’s team has grown from 60 to 110 over the past 12 months.

Co-founder Wright said: “At Midnite, we’re passionate about bringing fans closer to the games they love.

“The Crucible theatre is one of the most intimate venues in world sport and it is never more electric than when a player is closing in on a maximum break.

“With Midnite Maximum, our aim is to bring fans even closer to the emotion and tension that the players experience when achieving snooker perfection.” 

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Earlier this month, Midnite was announced as the official UK betting and casino partner of the 2025 World Snooker Championship.

To take part in the Midnite Maximum giveaway, fans need to be aged 18 and older and opt-in before the start of play at every session at the Crucible.

The post Midnite to give away £25k for every 147 maximum at this year’s Snooker World Championship appeared first on European Gaming Industry News.

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Compliance Updates

Playbook Fusion secures UK Gambling Commission licence

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Playbook Fusion has been awarded a supplier licence from the UK Gambling Commission, granting it access to one of the most significant online betting markets in the world.

The approval means Playbook Fusion can offer its flagship Playbook Football™ title to UK-licensed operators for the first time, building yet more momentum behind the rising star studio.

Playbook Fusion made its debut in June 2024 with a mission to bring never-seen-before sports gaming content to the market.

This is done by enabling the worlds of sports betting and mobile/video gaming to collide in an entirely new genre of immersive sports-themed games.

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Playbook Fusion’s unique wagering experience is showcased through Playbook Football™, a football strategy betting game where players build their own teams, compete in matches, earn rewards and climb divisions while placing bets.

UK operators who have an RGS integration with Games Global will be able to get first access to Playbook Football™.

Steve RogersFounder and CEO of Playbook Fusion, said: “Securing our licence from the UK Gambling Commission is a key moment for Playbook Fusion, granting us access to one of the most established online gambling markets in the world. 

“Being able to satisfy the stringent criteria set out by the UKGC is a testament to the strength of the team which we have built at Playbook Fusion and, to achieve this milestone within such a short time period, is an accomplishment that we’re incredibly proud of. “

The post Playbook Fusion secures UK Gambling Commission licence appeared first on European Gaming Industry News.

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