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The Untapped Potential of Localised Support January 2024
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Objective: Examine how customer experience shapes player retention and brand loyalty in iGaming, placing emphasis on the role of localised, high-quality support.
Answer:
In the rapidly evolving iGaming industry, players have more choice than ever before—whether it’s brands, slots, game types, payment options, the list goes on. With so much competition, customer experience is quickly becoming a significant differentiator for operators. The ability to deliver a seamless, player-centric experience across multiple jurisdictions is not just a competitive advantage but a necessity in retaining players in this growingly saturated market.
Customer experience today goes far beyond just problem-solving for players. It encompasses proactive, personalised engagement, meaningful recommendations, and a culturally resonant approach. The operators that succeed in this space are those who maintain high standards across these elements, delivering them in a timely and localised manner. Localisation, in particular, is a key factor in turning good customer service into exceptional customer experiences.
So, why is localisation so important? At its core, successful customer support is built on trust. But building trust across diverse jurisdictions is not something that can be achieved through a single, uniform strategy. Methods of communication are a prime example. In Brazil, where the newly regulated market is flourishing, players may expect warm and conversational interactions. In contrast, many European players often favour more concise and formal communication. Recognising and adapting to these cultural nuances allows operators to foster a stronger connection with their entire player base.
Beyond communication style, localisation also plays a critical role in regulatory compliance. The iGaming industry is highly fragmented in terms of regulations, and players are increasingly aware of their rights. A customer service team that understands local legislation implicitly adds immense value, ensuring compliance while delivering tailored support. This not only reinforces trust but also strengthens the player’s respect for the brand.
At the same time, operators face the challenge of balancing high-quality customer support with the flexibility needed to respond to fluctuating demand. This is where RokkerX delivers measurable value. By offering scalable resource allocation and rigorous cross-functional training, we ensure our teams can adapt to surges in demand; whether it’s a major sporting event in a specific jurisdiction or global-scale activity, without compromising on quality. Our teams remain aligned with the core values of our clients’ brands, ensuring a customer-centric approach at all times.
Looking ahead, the iGaming industry is poised for further transformation, driven by advancements in technology and localisation. At RokkerX, we are committed to staying at the forefront of these changes to help our clients deliver exceptional experiences. Trends like the growing prominence of omnichannel communication, including social media and in-app messaging, and advancements in natural language processing (NLP) will enable operators to communicate with even greater precision and cultural nuance. Yet, the future will demand more than just technology. The ability to strike the right balance between tech-driven solutions and the human touch will be essential in creating meaningful connections with players.
As the industry evolves, the blend of cutting-edge technology, cultural understanding, and human expertise will define the next era of player engagement. By staying ahead of these trends, RokkerX ensures our clients are not only prepared for the future but thrive in it.
The post The Untapped Potential of Localised Support January 2024 appeared first on European Gaming Industry News.
Continent 8
Tachi Palace Casino trusts Continent 8 to bolster its cybersecurity through advanced managed SOC and SIEM solutions
Tachi-Yokut Tribe of Santa Rosa Rancheria-owned and operated casino now equipped with world-leading 24/7/365 monitoring, proactive threat prevention and rapid response capabilities to safeguard its tribal gaming operations
Continent 8 Technologies, the leading provider of managed hosting, connectivity, cloud and cybersecurity solutions for the tribal gaming industry, is pleased to announce a new cybersecurity agreement with Tachi Palace Casino Resort to oversee and optimize their Security Operations Center (SOC) and Security Incident and Event Management (SIEM) cybersecurity operations.
In collaboration with Continent 8 and its cybersecurity division, C8 Secure, Tachi Palace Casino Resort will implement their managed SOC and SIEM services. The customer will gain instant access to a comprehensive SOC and SIEM solution featuring round-the-clock monitoring, sophisticated threat detection to pinpoint anomalies and potential risks, integrated threat intelligence to anticipate evolving threats and an advanced SIEM architecture designed for high-performance analytics and streamlined incident management.
Patrick Gardner, Chief Security Officer at Continent 8 said: “We are honored that Tachi Palace Casino Resort selected Continent 8 through a rigorous selection process as their trusted Managed Security Operations Center partner. As a leading Managed Security Services Provider (MSSP) specializing in the gaming industry, we have deep insight into the unique cybersecurity threats and vulnerabilities facing our customers today. Tachi Palace Casino Resort’s proactive commitment to safeguarding their infrastructure demonstrates exceptional leadership and a clear understanding that robust, continuous security is vital for protecting their customers, data and gaming operations.”
Jerad Swimmer, Regional Sales Director at Continent 8 added: “It’s inspiring to see an increasing number of tribal gaming and casino organizations such as Tachi Palace Casino Resort making cybersecurity a core component of their strategic initiatives and organizational culture.
“We are delighted to support Tachi Palace Casino Resort as their trusted MSSP, ensuring a secure and strategic cybersecurity journey.”
David Clark, Information System Director at Tachi Palace Casino Resort said: “I am looking forward to our new partnership with Continent 8 and what the future brings for us.”
The post Tachi Palace Casino trusts Continent 8 to bolster its cybersecurity through advanced managed SOC and SIEM solutions appeared first on Gaming and Gambling Industry in the Americas.
BetConstruct proudly announces the Harmony Meetup 7 featuring Fasttoken and Ortak x B.F.T.H. Arena Awards 2025, set to take place from 8–11 July in Yerevan, Armenia.
The event will present the concept of FTN’s 7 dimensions as a driving force shaping the future of the digital domain.
Alongside the classic categories of the Ortak x B.F.T.H. Arena Awards, the team will also introduce new ones that reflect the direction adopted by the company.
Ortak Categories:
- Best Ortak Estate Collection
- Best Ortak Casino NFT Collection
- Best Ortak White-label Unique Collection – Sponsored by VBET – 10 000 FTN prize pool
- Best Ortak Snowball Collection – Sponsored by PopOK Gaming – 10 000 FTN prize pool
- Best Ortak Partner
- Best Ortak Performer
- Most Traded NFT Collection
- Best Start-up NFT Collection
- Most Innovative Business of the Year
FTN Categories:
- FTN Innovation of the Year – Sponsored by Fastex – 10 000 FTN prize pool
- FTN Casino Supplier of the Year – Sponsored by CreedRoomz – 10 000 FTN prize pool
- FTN Casino Operator of the Year
- FTN Platform Provider of the Year – Sponsored by BetConstruct – 10 000 FTN prize pool
- FTN Game of the Year – Sponsored by Pascal Gaming – 10 000 FTN prize pool
- Best FTN Game Design
- Best FTN Game Soundtrack
- Rising Star in FTN Casino
YoDoor Categories:
- Best YoDoor Space Developer Company – Sponsored by YoDoor – 10 000 FTN prize pool
- Best YoDoor Casino Space
Participation Rules for All Partners
Rules for Operator Partners
To qualify for participation as Operator Partner, applicants must meet at least one of the following criteria:
- have an average monthly invoice of 25,000 FTN;
- hold a minimum of two Ortak Snowball Collections;
- perform at least one self-initiated campaign utilizing either NFTs or FTN.
Rules for Provider Partners
To qualify for participation as Provider Partner, applicants must have executed two or more FTN-based campaigns in collaboration with Operators.
Also, at least one of the following criteria must be met:
- an average of 50% of invoices paid via FTN;
- the release of a Yo or FTN-related game;
- the issuance of one or more Ortak Multi-Platform Collections.
Within the framework of the Harmony meetup feat. Fasttoken and Ortak x B.F.T.H. Arena Awards 2025, The Last Battle Universe will release a new Universe level for the partners who choose to pay their employee salaries in FTN.
Dates and Deadlines
The application submission will open on May 15th with a final deadline of May 21st, 2025. All the participants should have completed their applications by the set deadline.
Become a Sponsor
Take part in this landmark event by sponsoring a category!
Industry leaders such as BetConstruct, VBet, PopOK Gaming, Pascal Gaming, CreedRoomz, Fastex, and YoSpace are already confirmed sponsors for various categories of the Ortak x B.F.T.H. Arena Awards.
Each has confirmed a 10,000 FTN prize fund for the winner of the category they are sponsoring, which will be allocated towards the winner’s promotion and business growth.
You too can apply and become a sponsor of a category.
Join Harmony Meetup 7 feat. Fasttoken and Ortak x B.F.T.H. Arena Awards 2025, and discover the 7 dimensions of FTN this July.
The post Harmony Meetup 7 feat. Fasttoken and Ortak x B.F.T.H. Arena Awards 2025 appeared first on European Gaming Industry News.
SOFTSWISS brought together all of its employees, team members from its Polish development centres, and representatives from partner companies for the Young Fest – a four-day celebration on the Mediterranean coast. The event marked the final chapter in a series of festivities dedicated to SOFTSWISS’ 15th anniversary.
Fifteen years is a significant milestone for a business that began with just three people and has since grown into a global tech company with over 2,000 employees. Today, the team spans offices in Malta and Georgia, development hubs in Poland, and remote locations across the globe, including Cyprus, Italy, Portugal, Brazil, South Africa and others.
Fifteen years is more than enough time to prove what the company is capable of in business. SOFTSWISS has earned a reputation as a reliable technology partner for the iGaming industry, building a portfolio of over 1,200 client brands around the world.
Viewed from a personal perspective, 15 years marks the beginning of a journey – a time of discovery, ambition, and constant decision-making. This idea became a central theme of the event, reflecting the dynamic and fast-paced nature of the iGaming industry, where curiosity, innovation, and bold thinking continue to shape the future.
Young Fest lasted four days and combined a unique mix of parties, team-building activities, learning sessions, and, of course, work – all in an unconventional setting. SOFTSWISS employees embraced the spirit of freshmen, easily balancing working, collaboration, and late-night networking events.
What made the festival programme truly special wasn’t just the headlining acts like Little Big, Intelligency and more – but also the performances by SOFTSWISS employees and partner companies. Team members took to the main stage as DJs – including Ivan Montik, Founder of SOFTSWISS – bringing their own energy and vibe to the celebration.
“I’m happy to bring everyone together and connect in person,” said Ivan Montik, Founder of SOFTSWISS. – These days were filled with meaningful conversations, tons of fun, and a true festival spirit. I’m proud that even after 15 years in business, we still maintain a spirit of innovation, boldness, and self-expression. Young Fest is a perfect reflection of that mindset.”
“Bringing together 2,000 people from 30 countries for four days on the Mediterranean coast was no small feat,” said Liudmila Glasunova, Co-Chief HR Officer at SOFTSWISS.
“But with a distributed workforce – some in offices across different countries and others working remotely – this was an important opportunity for everyone to connect in person. Nothing builds team spirit better than real, human interaction,” – mentioned Liudmila Glasunova.
SOFTSWISS is no stranger to large-scale events. One of its previous internal initiatives, the SOFTSWISS Values Fest, was named Best Corporate Event at the Global Eventex Awards 2024.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 27,800 casino games, the Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. The expert team counts over 2,000 employees.
The post SOFTSWISS Young Fest: Uniting a Global Team in a Hybrid World appeared first on European Gaming Industry News.
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