Interviews
Tetiana Volkova: Local Expertise and Innovation Drive Infingame’s Success
With over a decade of experience in the gambling and FinTech industries, Tetiana Volkova has risen to become a key figure at Infingame, an iGaming aggregator renowned for its tailored solutions and cutting-edge technology. From starting her career in client support to shaping strategies in B2C and B2B roles, Tetiana’s journey has been defined by her ability to adapt, innovate, and deeply understand the complexities of the markets she serves.
In this exclusive interview, Tetiana discusses her path to Infingame, the advantages of partnering with aggregation platforms, and how localised content and emerging trends like AI and social casinos are shaping the iGaming landscape. She offers a behind-the-scenes look at how Infingame stays ahead of the competition and supports operators in delivering unmatched player experiences across diverse markets.
Can you begin by introducing yourself – how did you come to work at Infingame?
I have been working in the gambling and FinTech industry for the last 10 years, starting on the support side, before shifting my focus towards client retention, B2C sales as well as B2B account management. At Infingame, I have gained some great insight into the supplier side of this exciting industry, which has offered a unique perspective when compared to my previous experiences in the industry.
Prior to joining Infingame, I worked for a number of operators who were active across a range of different markets. This experience has shaped my role at Infingame, giving me insights into some of the pain points that our partners may face when working with different platform providers.
Infingame is a very broad, multifaceted business that is constantly evolving and striving to be the best aggregator on the market. Having previously only worked with payment aggregators, working as an iGaming aggregator has been a new, exciting experience for me.
When I first joined Infingame, I was captivated by the collective drive towards success, and how invested everyone in the team was to achieve greatness. The core values and vision of the future resonated with me, and I decided I want to become part of the team. I haven’t looked back – I have learnt so much since working here and am very excited to see what the future holds for Infingame!
In your view, why should operators consider partnering with an aggregation platform such as Infingame?
I think that there are several benefits to working with an aggregation hub, such as Infingame. The first, and arguably the most impactful, is the efficiency and support network that we can offer.
Imagine how consuming it is, both in terms of time and energy, to go directly to 100+ providers that your brand wants to work with. Firstly, you have to identify why they’d be a good partner, negotiate commercial terms with them, conduct KYC and AML procedures, not to mention legal and compliance checks. And then, once you’ve done all that, you then have the huge step of conducting the technical integration, which can take a considerable amount of time!
Not all operators have the resources for this – often their development teams are already swamped with technical updates, adding new features etc.
Partnering with an aggregator can significantly reduce that technical and time burden of partnering with several providers. At Infingame, we take on the support and delivery of a whole host of games – we have more than 16,000+ games from 200 providers on our platform – thereby freeing up the operator’s team to focus on other, more pressing areas.
In the last few years, one trend that we have also noticed is that many providers prefer to work exclusively through aggregators, as they also see a lot of convenience and benefit in using the services of intermediaries. We can deliver that content and more, all via a single API!
From an operator perspective, what key factors are they looking for when adding new games to their platform?
At Infingame, we are very fortunate to be working across a whole host of different markets. With that in mind, we understand that each operator we work with will differ in their requests – be it in terms of game types, providers, regulatory requirements, etc. The casinos that we work with value our ability to personalise the products we offer to suit their specific needs; after all, an ‘off the shelf’ product is no longer sufficient if you want to become a market leader.
We offer a whole host of casino games on our platform, from crash games and live casino to social casino and crash games. Not to mention an exciting range of gamification tools, including tournaments, big win replays and the fastest spin time in the iGaming industry – all of which have been tailored to help our operators increase player engagement.
Our operators also value technical stability and reliability – you cannot become a reliable brand if your technology is not up to scratch. Our development team has done a great job at ensuring our aggregation platform can handle large volumes of traffic, with a 99.9% uptime.
At the same time, we are seeing more of our partners show an interest in new mechanics and features that can attract Millennial / Gen Z players. Our combination of exciting games, engagement and retention tools and technical excellence helps position operators to effectively tap into this increasingly tech-savvy audience. We have ensured that each of our games can be optimised for different devices and localised to suit the unique player preferences within each market. This includes offering a range of local currencies and languages, as well as incorporating promotional content and jackpots, etc.
Infingame places a heavy emphasis on curated, localised content that meets the needs of players in each market you operate in. How do you go about understanding player preferences? And how does this help you offer a personalised experience on a market-by-market basis?
I have worked with end users of operators for several years, and I think that fully understanding the behaviours of players in each market that you operate in can give you better insights into understanding what players might want from games.
At Infingame, we have true specialists for each market that we operate in. Each market specialist is responsible for understanding the intricacies of audiences within that specific jurisdiction; this is done by constantly analysing player data and using these insights to improve the products and tools we have available on our platform. This knowledge is furthered by having teams based on the ground – this helps us stay well versed on the developments taking place in real-time. This allows us to remain laser-focused on specific markets and truly support our partners in gaining an edge over the competition.
Also, do not forget that communication with clients and partners is a two-way street, so a huge part of our work consists of receiving feedback from operators and providers, working with their requests and effectively navigating the challenges that they face, which allows us to be among the first to know about all the trends sweeping the iGaming industry.
As we edge closer to the end of the year, what are some of the biggest changes that you expect to see across the iGaming industry? Will certain technologies / markets dominate conversations?
The iGaming industry has changed a lot over the last few years; this has been particularly evident throughout 2024 as new trends and technological developments have continued to shake up the industry. This, I believe, will continue long into 2025.
On the whole, the gambling industry is now looking towards Latin America, especially Brazil. The ever-changing news about Brazil’s regulation has certainly captured everyone’s attention – this market is brimming with opportunities, although competition will most definitely be fierce. It is going to be difficult to guess what exactly will happen there in 2025.
I also see significant interest in the sweepstakes and social casino market, which have huge potential – this is a trend that I believe will continue to become increasingly popular across new markets. We are one of the first aggregators to actively enter this field and we see that providers are also interested in expanding in this direction and are actively updating their content to meet very specific requirements.
I am also very interested in the fate of my native Ukrainian market, which is very difficult to predict now. I am afraid that wintertime can be very harsh for Ukrainian operators and players, since due to constant attacks on the energy structure, it is becoming increasingly difficult to ensure continuous operation and stability of games for both providers and operators.
The post Tetiana Volkova: Local Expertise and Innovation Drive Infingame’s Success appeared first on European Gaming Industry News.
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.
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.
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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