Latest News

Exclusive Q&A w/ Paul Buianov, Founder and CEO at BetCare

Published

4 years ago

November 29, 2022

Reading Time: 3 minutes

Why is customer service so important for online casino operators? How does it allow them to stand out from their rivals?

Customer service is one of the most powerful player acquisition tools available to online casino and sportsbook operators. It allows brands to quickly build trust with players, and to answer any questions they may have before signing up, depositing and playing. This makes it a very important part of the onboarding process. Customer support is very much the front line for operators and the first point of contact the player will have with the brand. It’s also vital to retention, with good customer service providing players with answers to any questions they may have, resolving technical issues and strengthening responsible gambling processes and procedures. This means that customer service can be a significant differentiator, making players feel better looked after and more appreciated than at rival brands. The personal touch should never be underestimated, as this is often what keeps players coming back for more.

What are the key challenges that operators face when it comes to customer support? Does this differ from market to market? If so, how?

The greatest challenge with customer support in any market is ensuring that player questions are answered and that requests are satisfied. This might sound easy, but it’s not. Customer support must be available 24 hours a day, seven days a week. Agents must have a deep understanding of the online casino/sportsbook and how it works, while also being able to communicate with players with patience and empathy, and in a language they understand. This is especially challenging for operators active in multiple markets around the world – like the rest of their proposition, customer support must be localised.

How can these challenges be overcome?

To overcome these challenges, operators must build out a sophisticated customer support function with a highly trained team that can provide round-the-clock support in the market where their brands are active. What’s more, they must not be afraid to communicate with players – ultimately, communication is what makes customers feel valued and important to the brand. Internally, customer support must have a clear understanding of the business and the casino/sportsbook and have a direct line of communication with other departments and teams. This is the only way issues can be effectively escalated and resolved. As you can tell, customer support is a vast, all-encompassing part of the business and that’s why many operators look to outsource this part of the business to specialist third parties.

What does gold standard customer support look like? How can it be achieved?

In addition to the above, gold-standard customer support must be available to support players across all touchpoints and moments in their journey with the casino or sportsbook. This covers from the first time they land on the site through onboarding, depositing, playing, withdrawing and loyalty. That’s why it is so important for agents to be highly trained and also work hand in hand with other departments in order to be able to deliver the support players need with any aspect of the brand or their play.

Is customer service important from a responsible gambling perspective? How?

Yes, it is vital. Effective responsible gambling comes down to communication with players and customer support agents are best placed to do this. By asking the right questions, they can understand player behaviours and help to determine if they are displaying signs of problem play. Those with the right training can also make interventions and direct players to the support they need. But customer service can also be preventive, making players aware of the risks of gambling addiction and helping them use the tools available to keep in control of their play. Ultimately, prevention is the best approach as it stops players going on to generate gambling problems, and customer support is a very effective preventative tool.

Why should operators look to outsource customer support rather than build an in-house team?

Building out a customer service function is a significant undertaking, especially for smaller operators that tend to have to prioritise other areas of the business. Customer support specialists such as BetCare can take control of the entire function and localise it for each of the markets the operator targets. We have the experience and the expertise to know what it takes to deliver five-star support, and the team in place to provide it. We also offer a range of additional services and solutions, such as reactivation, attracting players including mass-mailing and SMS campaigns along with KYC, risk payments and analysis of players’ behavioural patterns.

We pay special attention to VIP players, not only by providing exceptional service in a range of languages but also by varying our communication channels. We initiate communication with VIPs and, even more importantly, via the platforms they want to use.

Blueprint Gaming

Blueprint Gaming releases Wolf Fury Fire Blitz slot

Published

50 minutes ago

July 16, 2026

Wladimir P.

blueprint-gaming-releases-wolf-fury-fire-blitz-slot

New title adds Fire Spins and Blitz Spins bonuses plus Standard, Super and Ultra Power Play modes at 5x, 10x and 20x stake.

Blueprint Gaming has released a new slot, Wolf Fury Fire Blitz, built around an “evolving Fire Blitz mechanic” and two bonus paths: Fire Spins and Blitz Spins.

The game uses a Fire Blitz logo above the reels as a meter. In the base game and Power Play, the supplier said every Cash and Wolf symbol contributes to the meter, with boosts able to add extra symbols and “guarantees either Fire Spins or Blitz Spins.”

Fire Spins triggers when six or more Cash symbols land in view. Each reel position spins independently to add more Cash or Wolf symbols, with new symbols resetting a three-spin counter and locking in place. Blueprint said the Wolf can land on the centre reel to collect all Cash symbols in view, then collect additional prizes that land for the remainder of the feature.

Blitz Spins activates when a Wolf symbol lands on reel three alongside Cash symbols on two adjacent reels. During the bonus, the Wolf collects every Cash symbol that lands before the reels respin, and additional Wolf symbols can lock in place, with up to three collectors active at once.

The title also includes Blueprint Gaming’s multi-level Power Play, offering Standard, Super or Ultra modes at 5x, 10x or 20x the base stake. In these modes, the company said only Cash and Wolf symbols appear on the reels.

Jo Purvis, Director of Marketing, PR and Events at Blueprint Gaming, said: “Wolf Fury Fire Blitz combines several of our most engaging mechanics into a fast-paced experience that offers players frequent feature opportunities and exciting collection gameplay. The Fire Blitz mechanic creates anticipation throughout every session, while the dual bonus structure ensures plenty of variety.

“The addition of our multi-level Power Play further enhances the experience by giving players greater control over how they engage with the game, reinforcing our commitment to delivering innovative, feature-rich content that performs across regulated markets worldwide.”

The post Blueprint Gaming releases Wolf Fury Fire Blitz slot appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

4 Chili Pots: Hold and Win

Playson releases 4 Chili Pots: Hold and Win with dual bonus modes

Published

51 minutes ago

July 16, 2026

Wladimir P.

playson-releases-4-chili-pots:-hold-and-win-with-dual-bonus-modes

Playson has launched 4 Chili Pots: Hold and Win, a new slot built around Hold and Win and Pots mechanics with two bonus modes and jackpots reaching 10,000x.

The game runs on a 5×3 grid and triggers a Hold and Win Bonus Game with Chili Features when red, orange or green Chili Bonus symbols land, combining with enlarged matching chilis above the reels. The chilli colour determines the feature in play: red triggers a Multi Feature that adds multipliers up to 5x; orange triggers a Mystery Feature that can award Mini, Minor or Major jackpot values or a coin value up to 75x; and green triggers a Collect Feature that gathers the value of all symbols in play, including any attached multipliers.

A golden Super Chili Bonus symbol can trigger a Super Bonus Game on an expanded 5×5 grid, with random Multi, Mystery or Collect features, including combinations. During the round, the active Super Chili Feature lands random Chili Bonus symbols until six are present, which then activates a new feature or enhances the current one.

Playson said jackpots can be triggered in both bonus modes. Filling all 15 cells in the classic bonus awards the Grand Jackpot at 3,000x, while filling all 25 cells in the Super Bonus Game awards the Super Jackpot at 10,000x. Skull-themed symbols can also appear in bonus play and transform into red, orange or green Chili Bonus symbols. The title includes two Buy Bonus levels, allowing players to trigger the Bonus Game or Super Bonus Game with one, two or three Chili Features.

Anton Ivannikov, CPO at Playson, said: “Our fiery new title showcases our continued focus on evolving proven mechanics in fresh and exciting ways. By combining two player-favourite features with layered bonus progression, dynamic Chili Features and a Super Bonus Game offering even greater rewards, we have created a title that delivers excitement throughout every stage of play.

“Complemented by its vibrant Mexican fiesta theme and engaging gameplay, we are confident 4 Chili Pots: Hold and Win will prove to be another valuable addition to our partners’ casino offerings.”

The post Playson releases 4 Chili Pots: Hold and Win with dual bonus modes appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

Compliance Updates

Merkur Group Strengthens Global Compliance Strategy

Published

2 hours ago

July 16, 2026

Wladimir P.

merkur-group-strengthens-global-compliance-strategy

Under the theme “Perspectives,” a total of 43 compliance staff members from the Merkur Group across various countries gathered from 30 June to 1 July to further develop compliance processes in a sustainable manner. Colleagues from Germany, Spain, England, Malta, Australia and the US traveled to the two-day meeting at Benkhausen Castle, the in-house training centre of the Merkur Group. The workshop set the stage with expert presentations on global and digital topics such as cybersecurity, risk management and artificial intelligence. A panel discussion featuring representatives from various international companies within the Merkur Group, as well as a digital quiz, rounded out the programme.

In keeping with its guiding principle, the workshop focused on sharing experiences, fostering global networking and providing impetus for the further development of compliance processes. Because informal exchanges are also key to close cooperation, the evening programme created a relaxed atmosphere and gave participants the opportunity to continue their conversations, make new connections, and further strengthen team spirit across company and national boundaries.

“The ideas and diverse perspectives gained during the workshop will now be incorporated into our day-to-day work and help us to continuously improve collaboration and existing processes,” said Ludwig Beckmann, Chief Compliance Officer of the Merkur Group.

The concluding feedback session also highlighted just how valuable the international exchange is. The term “collaboration” came up particularly often, a clear indication of how highly the participants value working closely together within the international compliance network.

The post Merkur Group Strengthens Global Compliance Strategy appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.