Interviews
The convergence of gambling and video gaming – better together?
An increasing number of industry titans in recent years have moved into video games and many video game outfits have turned their eye to offering ‘gambling’ elements within games. With these moves and the rise of social/mobile gaming bringing these industries closer to traditional gambling and igaming, what is there to be learned from this growing convergence? Andy Sekula, Head of Games at Kalamba and Vladimir Malakchi, CCO at Evoplay offer their thoughts.
Has the global video game boom influenced the design and development of today’s games? Gamification has been a focus for iGaming developers for some time, has this been driven by the rise in video game popularity?
Andy Sekula: There has been a lot of work invested in video game development over the years in regards to all sorts of progression and collection mechanics, with the ultimate goal being to reward players for specific behaviours. The primary goal for that industry is essentially the same as ours – to entertain and engage – and to that end, we can learn from video games just as we can from other products and services that compete for leisure spend such as movie streaming platforms like Netflix.
While the nature of certain AAA video games is sometimes significantly larger in scope – think Grand Theft Auto, for example – the same principles of attracting, engaging and retaining players remains and is in a sense more difficult for iGaming studios as we have to pack the same amount of involvement into a product that is smaller in scale and by nature is shorter in terms of average playing sessions. Despite this, many slots are now a world apart from what was produced 10 or even five years ago and highlight the creative talent our industry possesses.
Vladimir Malkachi: When it comes to popular culture, the video game industry is no doubt one of the most influential verticals, especially gambling, as both gaming and gambling belong to the same concept of entertainment, where audiences from both worlds intersect with each other. After all – the convergence is obvious – both video game and casino players seek the same goals – fun and gaming. However, those who choose gambling games also want to experience the thrill of betting, which offers a whole new dimension.
From a technological point of view, iGaming companies continue to follow the video game industry and adopt their solutions, such as development, game engines, features, graphics, and sound to create an experience similar to the one seen in the video game world. Casino and video game developers also take a similar approach to storylines – they search for innovative, creative, and exciting themes that can provide a fresh and immersive experience to players. iGaming has also inherited the trend of in-game purchases, such as shops and loot boxes, a vivid example of this is the bonus buy feature you see in several casino titles these days – which again shows how much the verticals are converging.
In general, the video game industry is a trendsetter and a source of ideas and inspiration to those within the iGaming space. It attracts both Millennials and Gen Z players, who share many audiences and demographics with many gambling brands.
Licensed games, chosen correctly, can be valuable investments for studios. We have already seen classic video game IPs feature in some slot titles in the past – is this something that can be leveraged further? Must it be something more than just window dressing?
AS: This is quite a tricky thing to do well and there haven’t been too many successful examples of IPs moving from the video gaming world to slot games. Whether this relative lack of success so far is the reason why it hasn’t been leveraged more, I’m not sure.
Done right, I can see some potential in classic universal IPs like PacMan or Donkey Kong but for more modern brands such as the likes of Pokemon, you wouldn’t see it appear in slots until it’s not resonating with a younger audience anymore and when the generations that played the original game are old enough to play video slots, such as with Space Invaders or Street Fighter II.
VM: It’s always exciting when the audiences of two popular brands merge together into one type of entertainment – especially when it comes to something from the wider cultural world being integrated into iGaming.
As well as attracting wider audiences from the outside world, it certainly benefits game providers, giving them a larger media presence and in turn creating wider interest from the outside world, which is especially beneficial if you’re a listed company and as a consequence, as it can directly affect your company’s profitability and volume.
However, alongside the benefits that can be achieved by securing brand rights with third parties, we do need to take costs into account. The average royalty to be paid off to the contractor is 3-15% of the GGR, with joint approval needed from both sides, which can certainly affect the potential for a partnership, and indeed the bottom line.
Saying this though, the benefits usually outweigh the costs, and I’m sure we will see more deals of this type in the future, but considering everything mentioned above, it might not be for everyone, especially those who are just entering and establishing themselves on the market. The key, as always, is identifying your audience and followers and creating a gaming experience that resonates with their values.
Betting on people playing games (esports) has for some time proven hugely successful. What impact has this had and could have going forward, on traditional gambling as a whole?
AS: Betting on outcomes, as we’ve seen with traditional sports betting, has been around long before esports (or even electricity!) appeared, but now it’s established, esports is an ideal focus for sportsbooks since there’s a lot of both skill and luck (randomness) involved – so its a perfect vehicle for evolving the betting industry. I think given the different demographic that we see watching and being involved with esports, there’s the prospect of opening up igaming and betting industry offerings. This would mean the emergence of a whole new sector of players/bettors and consequently the potential for new styles of games/experiences to suit. It will be interesting to watch it evolve.
VM: Without a doubt, the implementation of gaming-inspired features into casino products can significantly expand what’s on offer, and as a consequence, attract new players. This is especially the case when it comes to the spirit of fixed odds and sports betting, and when incorporated into gaming titles, can help go a long way to reaching sports betting fans who might want to give gaming a try.
In our view, instant games are among the best examples of how this approach can be carried out. Players can choose types of bets, which provides them with a gambling experience similar to betting on sports, which in turn makes them feel right at home without any major learning curve required to start playing a game.
The value of such products was analysed heavily during 2020 when sports events were canceled, and bettors needed to find a substitution for the hobby they used to entertain themselves with. Subsequently the adoption of betting mechanics in casino games’ introduced casino brands to the sports betting market and simultaneously covered its audience’s demand – we’ve seen the success it has had during the last two years, and there’s no reason for that not to continue even with sports back, as we are entering a new era of gaming where such transitions are far easier than before.
A recent study declared that video gamers are up to 4.5 times more likely to participate in betting and igaming. How can this new demographic of potential players be best approached?
AS: To some extent, this could be two things: being literate with technology and already being introduced to the concept of gambling (like gatcha boxes) and competition (leaderboards) that they have already been exposed to and are experienced in. Or maybe it’s more about the preference for electronic entertainment (deemed the ‘spiritual opium’ by Beijing regulators). Either way, it’s another sector of players for us to understand and to do our best to accommodate.
VM: As we’ve mentioned, there’s plenty of intersection when it comes to audiences and demographics, as at the end of the day, all users are after one thing – entertainment. This means that everything starts with a product that can both encompass and be adapted to players’ usual patterns of expectations for the gaming experience. It is evident that both video gamers and sports betting fans have their own preference – gamers especially look for a storyline, strong characters, and a clearly-defined challenge – while sports bettors will always gravitate towards ‘live events’ and the thrill of taking on the ‘house’.
In line with this – when robust analytics of audiences and demographics are applied, companies can learn where users can be found and the methods behind attracting them through specific messaging and themes. This requires analytics-based marketing, as well as creative and technological solutions, which will of course vary across product type and the desired outcome.
Online, social gaming is a place where many gamers meet up, forge friendships and communities – to what extent can this be mirrored within igaming?
AS: Basically, a brick and mortar casino creates an environment where players can gamble in a social setting, which additionally reinforces many emotions. This can be, to some extent, recreated within the live casino vertical, where people chat and bet on the outcomes of the casino games and their variations in real-time. We can also see some efforts being made in order to make slot games more of a social experience, where people can not only watch and chat with the streamer but can also bet with them. There’s great potential for experiences like this to be developed.
VM: Socialisation is an established concept in the video game industry, where multiplayer gaming has almost become a must-have offering and certainly has become an event that players expect when certain games are released. A wide variety of platforms designed for communication between players is key to making this happen – with forums, chats, and online communities allowing gamers to interact with each other.
Steam set the trend for socialisation in the gaming vertical, providing an opportunity for players to discuss games, share their opinions and give recommendations. Twitch has continued this trend, as well as attracting gambling streamers, once again demonstrating how the two audiences often intersect. The content on Twitch attracted fans of casino games, which gave rise to the communication between gamblers.
Today, the social aspect of gambling continues to grow, which will no doubt continue to see growth continue given the demand. The pandemic and insufficient levels of communication due to lockdowns have only enhanced the demand for socialisation within iGaming, as it’s become quite apparent that modern players seek to exchange their playing experience.
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customer service
Cultural nuance: Localising customer service for Latin America
By Giuseppe Barbanera, Head of Commercial LATAM at Games Global
In an industry that prides itself on global reach, it is easy to assume that scale alone guarantees success. But in iGaming, “global” should never mean uniform.
The markets we serve are not interchangeable and nowhere is this clearer than in Latin America.
Too often, companies attempt to replicate European or US customer service models across every region, assuming efficiency and standardisation will translate universally.
In reality, operating across multiple regions does not necessarily mean the same model applied everywhere will succeed. In practice, success depends on how well strategies are adapted to each market.
A strategy that works effectively in Europe or the US can fall flat in Latin America if it does not consider cultural nuances and the way people prefer to communicate and build trust.
The real question for our industry is not whether we can operate globally, but whether we are willing to adapt locally. Are we prepared to meet markets on their own terms?
While iGaming is international in scope, when it comes to customer service and account management, there is no universal rule of thumb. Each region brings its own business culture and has its own expectations.
Understanding those differences is essential to building lasting partnerships. Ignore this, and you risk missing the full potential of high-growth markets. Latin America exemplifies this particularly strongly.
The region is expanding rapidly and offers significant opportunities with its own distinct dynamics and pace of development.
Different regions require different approaches, and success depends on adopting a much more hands-on and adaptable approach that reflects local market conditions.
Relationships and trust form the foundation of business, and partners value time, presence and consistency.
Account management is not just about supporting day-to-day operations; there is a heavy focus on guiding partners through regulatory change while tailoring solutions that reflect both cultural preferences and player behaviour.
Cultural nuance therefore plays a key role in building strong partnerships. Speaking the same language and recognising local customs helps create genuine connections.
These small but important touchpoints turn business conversations into personal relationships, which in turn build trust and make collaboration much easier, ensuring strategies are more relevant and effective.
After all, a business is built by people, and if you were choosing a partner, would you not favour one who has taken the time to understand your culture and values?
Flexibility and empathy are equally important. While priorities may vary by market, balancing efficiency with strong communication and collaboration is key everywhere.
In Latin America, dialogue and relationship-building play an especially important role. Operators and partners want to know their challenges are understood and that the solutions offered reflect their business needs and are tailored to the local market.
That means technical expertise is not enough. True success comes from being culturally aware and having the willingness to adapt global models to fit local needs, rather than forcing local markets to adapt to global models.
Having a presence on the ground also makes a tangible difference. Local teams and studios provide direct insight into shifting trends, regulations and player preferences.
The proximity allows companies to respond quickly, whether by launching content that resonates with global audiences, tailoring campaigns to local celebrations, or helping partners navigate evolving compliance requirements.
Combining global scale with a local presence enables support that feels both relevant and reliable.
What we see in Latin America is that customer service is never a one-size-fits-all exercise. It is shaped by people just as much as by products.
By listening to local perspectives, investing in relationships and embracing cultural nuance, customer service becomes more than problem-solving and becomes a driver of long-term growth.
That is the difference between being just another supplier and a true partner.
The region rewards those who take the time to listen, adapt and connect, and as Latin America continues to grow and mature, cultural understanding will remain a defining factor in the most successful collaborations.
The post Cultural nuance: Localising customer service for Latin America appeared first on Americas iGaming & Sports Betting News.
ChatBet
Betting at the Speed of Chat
As legacy sportsbooks struggle with ‘search and click’ fatigue, Josh Swerdlow, Founder and CEO of ChatBet, says the next industry titan will win by owning the conversational intent layer where billions of users already live.
Why is the current sportsbook UX struggling to keep up with modern tech?
It comes down to legacy debt. Current sportsbook apps are just digital spreadsheets – grids from the 1990s that have been optimised for desktop and not mobile-first intuition. With the majority of sportsbooks, users are forced through deep menus and endless scrolling, creating a “hurdle race” for every transaction. This leads to cognitive overload – while hardcore bettors might tolerate the clutter, casual punters encounter analysis paralysis and this usually leads to betslip abandonment. As user behaviour shifts from “search and click” to “intent and fulfilment”, and against a backdrop of spiraling acquisition costs and high levels of churn, this is really putting the squeeze on operator profitability and ultimately long-term sustainability.
What do you mean when you say we are moving from “search and click” to “intent and fulfilment” and what does this mean for online sportsbooks?
In a “search and click” world, the user does the heavy lifting – navigating deep menus and grids just to find a single market. “Intent and fulfillment” flips that script. It’s the shift from a user searching for a bet to simply commanding it. If a consumer can book a five-star hotel in Rome by sending a single text, they naturally expect to back their favorite team with the same level of ease. For the operator, this means the sportsbook evolves into a high-powered back-end utility – the engine – while the messaging interface becomes the front-of-mind “steering wheel”. By moving away from the friction of standalone apps and capturing intent directly within WhatsApp or Telegram, operators stop being a destination the user has to find and start being a conversation the user is already having.
How does conversational betting actually chance user behaviour and crush the conversion funnel?
Traditional betting can take between 10 to 12 steps and up to 60 seconds – a solution like ChatBet reduces that to a single text or voice note and ten seconds or less. It also shifts the player from architect to director – instead of manually building complex parlays by scrolling through 50+ toggles, the user simply asks the AI to “Build a safe 3-leg parlay for the United game” and then confirms the wager. The result? Data from a ChatBet pilot shows an 82% drop in time-to-bet and a 28% increase in conversion rates.
From an operator’s perspective, is this a rip and replace of the current technology or is it much easier to implement than that?
Conversational betting solutions such as ChatBet are an orchestration layer, not a replacement. Our solution literally plugs into existing APIs. This also helps from a regulatory and compliance perspective, with core functions such as KYC, wallet management and responsible gambling triggers remaining securely within the operator’s existing stack. This allows for overnight modernisation – operators can update their UX for the “TikTok generation” without the multi-year cost of rebuilding their entire core tech.
Why is intent data now considered the ultimate competitive moat?
It’s about context over clicks. Traditional trackers show where the user clicked but conversational data reveals exactly what they want in their own words. Then there’s the network effect – every interaction trains the AI on local slang, fan sentiment and individual patterns and preferences. This provides operators with an insurmountable defence. A competitor can copy your odds, but they cannot easily clone a refined, high-context relationship with millions of users.
Why is this a billion-dollar venture-scale opportunity right now?
Viral distribution. Conversation betting piggybacks on billions of WhatsApp and Telegram users to allow operators to solve the skyrocketing customer acquisition cost crisis they face. There’s also the retention advantage, with messaging-native users showing a 35% higher day-30 retention rate because the interface is “always on”. What’s more, chat-based betting allows for “nudge” technology and lower-friction, smaller-stake engagement, which aligns with 2026 global regulatory shifts toward safer play.
Predictions markets are throwing the sports betting industry into chaos. How does conversational betting help traditional operators get in on the action?
Prediction markets are exploding because they tap into the “stock market of everything” but for traditional operators, these markets are often too complex to display in a standard grid and too intimidating for the average punter to navigate. Conversational betting bridges this gap by acting as a natural language translator for complex binary contracts. Instead of forcing a user to decipher order books or probability curves, a chat interface allows them to simply trade on their opinions, like the weather or political shifts, as easily as sending a text. Because chat has “unlimited shelf space”, operators can offer an infinite array of niche markets without clogging their app’s UI. Ultimately, it turns prediction markets from a niche financial product into a social, real-time experience, capturing “hot takes” in WhatsApp or Telegram and instantly converting them into priced, compliant transactions.
If this shift is as inevitable as you say, what is the one thing legacy operators need to do right now to avoid becoming the ‘Blockbuster’ of the betting industry?
They need to stop thinking about their “app” and start thinking about their “API”. The battle for the customer has moved off the home screen and into the chat thread. Right now, the opportunity is to be the first mover in the conversational space – to own the “intent layer” before it becomes the industry standard. The winners of 2026 won’t be the ones with the loudest marketing, but the ones who make placing a bet as easy as telling a friend who you think will win.
The post Betting at the Speed of Chat appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
bets
TQJ bets on entertainment and responsible gaming in Brazil’s regulated market
Backed by Grupo Silvio Santos, founded by Silvio Santos, the company aims to position itself as a platform that goes beyond traditional betting.
In an interview during BiS SiGMA South America, Fernando Justos Fischer, CEO of TQJ, detailed the company’s strategic pillars, the sector’s challenges and its long-term vision for the Brazilian market.
According to Fischer, the current moment is one of consolidation in the regulated market.
The expectation is that the sector will move toward more mature discussions, focusing on compliance, sustainability and user protection.
In this context, the event is seen as a strategic space for alignment between operators, regulators and partners, driving more structured growth.
TQJ’s strategy is based on three main pillars: strengthening brand and distribution by leveraging the group’s assets; a data-driven operation focused on efficient acquisition and sustainable retention; and responsible gaming as a core principle of the business.
All of this, according to the executive, is supported by technology and intelligence applied to the user experience.
The backing of Grupo Silvio Santos is highlighted as a key competitive advantage.
For Fischer, the combination of credibility, scale and expertise in entertainment allows TQJ to position itself as an accessible, trustworthy brand with a strong connection to the Brazilian audience.
The goal is to lead the market in trust and responsibility.
In a highly competitive environment, the company is focusing on integrating proprietary distribution, gamified experiences and the intensive use of data and artificial intelligence for personalization.
Fischer notes that competitive advantage will increasingly lie in retention, supported by advanced CRM, engagement mechanics and solid responsible gaming practices.
During the event, this positioning was also demonstrated in practice.
Bet do Milhão came to life in a live game show format, directly connecting entertainment and betting. The activation generated engagement and reinforced the company’s value proposition.
Among the main challenges in the Brazilian market, Fischer highlights the need to build a sustainable environment amid intense competition, as well as the importance of educating consumers and combating illegal operators.
He states that operators with discipline, governance and a long-term vision will have a competitive advantage.
In terms of responsible gaming, TQJ already implements tools such as deposit limits, self-exclusion, behavioral monitoring and active communication with users.
The company adopts a preventive and continuous approach that goes beyond regulatory compliance.
This monitoring is carried out through real-time behavioral analysis, enabling the identification of risk patterns and allowing for fast and precise interventions.
Fischer emphasizes that the company aims to go beyond regulatory requirements, viewing responsible gaming as both a competitive differentiator and an institutional commitment.
Artificial intelligence plays a central role in the operation. In marketing, it is used for campaign optimization, prediction and content generation.
In product, it supports the continuous evolution of the user experience. In security, it strengthens analysis and protection systems.
Additionally, AI enables deeper integration between entertainment and betting, creating more interactive and personalized experiences.
Features such as real-time personalization and gamified mechanics are already part of the company’s roadmap.
Even so, Fischer stresses that there is a clear limit when it comes to personalization: user protection. All strategies must operate within responsible parameters, without encouraging risky behavior.
In summary, the CEO defines TQJ’s role in this new phase of the market as a platform capable of connecting entertainment and betting in Brazil with responsibility, technology and trust.
The post TQJ bets on entertainment and responsible gaming in Brazil’s regulated market appeared first on Americas iGaming & Sports Betting News.
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