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How Smart Operators Can Use Player Complaints to Drive Growth
In this insightful episode of 15M Mastery, host Dmitry Belianin sits down with Duncan Garvie, Founder of BetBlocker who has personally handled over 8,000 iGaming disputes across his career. Duncan shares hard-earned lessons on how the best operators are using alternative dispute resolution (ADR) to improve processes, reduce churn, and build long-term trust with players.
Whether you're launching your first formal complaint-handling protocol or scaling a mature operation, this is essential listening for compliance leaders, CX teams, product heads, and executive decision-makers.
What You’ll Learn in This Episode:- What fraud, bonus, and RG-related complaints reveal about operational blind spots
- Why KYC communication failures are the number 1 cause of avoidable escalations
- How to spot behavioural patterns and product abuse before they escalate
- 3 critical components of a high-impact ADR process
- Why most compliance teams misunderstand bonus math and how it costs them
- How support teams can be trained to protect both users and the brand
- When to repair relationships and when to draw a line with fraudulent complaints
- Why ADR teams should be treated as consultants, not opponents
- How to transform complaint data into product and compliance intelligence
Key Moments:
0:00 - Introduction to Duncan Garvie, Founder of BetBlocker
1:14 - Types of Player Complaints and Operational Weaknesses
3:37 - Improving Resolution Times and Customer Engagement
5:19 - Identifying Dispute Patterns in Gaming
7:32 - Building an Effective ADR (Alternative Dispute Resolution) Process
9:42 - Frameworks for Support Teams and Customer Interaction
12:12 - Turning Complaints into Loyalty Opportunities
14:46 - Using complaints as Business Intelligence
Join the 15M Mastery newsletter: https://newsletter.15m.com/subscribe
Follow us on LinkedIn: https://www.linkedin.com/company/15-minute-mastery
Or follow Dmitry directly: https://www.linkedin.com/in/dmitrybelianin/
Watch this show on YouTube: https://www.youtube.com/@15-MinuteMastery
Welcome to “15M Mastery,” the ultimate show for iGaming professionals, hosted by industry veteran Dmitry Belianin. With over 17 years of experience, Dmitry brings unparalleled insights and wisdom from top industry experts in just 15 minutes. Each episode delivers actionable strategies from all iGaming verticals to improve your personal and business performance. As the founder of Belianin, Dmitry also shares his expertise in nurturing high-potential iGaming startups. Subscribe to “15M Mastery” for concise, high-value content and stay ahead in the competitive world of iGaming.
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By 15 M MasteryIn this insightful episode of 15M Mastery, host Dmitry Belianin sits down with Duncan Garvie, Founder of BetBlocker who has personally handled over 8,000 iGaming disputes across his career. Duncan shares hard-earned lessons on how the best operators are using alternative dispute resolution (ADR) to improve processes, reduce churn, and build long-term trust with players.
Whether you're launching your first formal complaint-handling protocol or scaling a mature operation, this is essential listening for compliance leaders, CX teams, product heads, and executive decision-makers.
What You’ll Learn in This Episode:- What fraud, bonus, and RG-related complaints reveal about operational blind spots
- Why KYC communication failures are the number 1 cause of avoidable escalations
- How to spot behavioural patterns and product abuse before they escalate
- 3 critical components of a high-impact ADR process
- Why most compliance teams misunderstand bonus math and how it costs them
- How support teams can be trained to protect both users and the brand
- When to repair relationships and when to draw a line with fraudulent complaints
- Why ADR teams should be treated as consultants, not opponents
- How to transform complaint data into product and compliance intelligence
Key Moments:
0:00 - Introduction to Duncan Garvie, Founder of BetBlocker
1:14 - Types of Player Complaints and Operational Weaknesses
3:37 - Improving Resolution Times and Customer Engagement
5:19 - Identifying Dispute Patterns in Gaming
7:32 - Building an Effective ADR (Alternative Dispute Resolution) Process
9:42 - Frameworks for Support Teams and Customer Interaction
12:12 - Turning Complaints into Loyalty Opportunities
14:46 - Using complaints as Business Intelligence
Join the 15M Mastery newsletter: https://newsletter.15m.com/subscribe
Follow us on LinkedIn: https://www.linkedin.com/company/15-minute-mastery
Or follow Dmitry directly: https://www.linkedin.com/in/dmitrybelianin/
Watch this show on YouTube: https://www.youtube.com/@15-MinuteMastery
Welcome to “15M Mastery,” the ultimate show for iGaming professionals, hosted by industry veteran Dmitry Belianin. With over 17 years of experience, Dmitry brings unparalleled insights and wisdom from top industry experts in just 15 minutes. Each episode delivers actionable strategies from all iGaming verticals to improve your personal and business performance. As the founder of Belianin, Dmitry also shares his expertise in nurturing high-potential iGaming startups. Subscribe to “15M Mastery” for concise, high-value content and stay ahead in the competitive world of iGaming.