Industry News
Gamesys builds on “transformative” year with 360º customer experience focus

Following a landmark 2019, Lee Fenton, the CEO of the newly formed Gamesys Group, reveals how a recent integration of Zendesk’s customer service and engagement platform is providing the groundwork for Gamesys’s ventures/brands.
With over 1,300 employees across 16 group offices worldwide Gamesys puts a lot of emphasis on ensuring the best customer service across all your brands, how has your recent transformation via Zendesk enhanced your focus on customers?
Zendesk has set the foundation for our 360º view of the player initiatives for 2020. Being able to look at our players in different contexts while all within one unified system, gives us the ability to provide a personalised experience for our players based on their preferences and needs. Our players may prefer to engage with us on social channels, receive a call-back or search for the answer to their issue without ever engaging with our advisors. Zendesk has allowed us to introduce these options and enhance our existing channels increasing our teams’ capacity.
Zendesk has also provided us with an invaluable insight into what our players expect from our customer experience team. This enables us to personalise our player’s experience even further as we roll-out the next phases of our customer care platform. Our ultimate aim is to ensure that we provide the best experience, via the right channel, within a safe and responsible environment.
Gamesys’ customer service transformation required collaboration across multiple teams to get buy-in and transform their service centres, what’s the key to keeping everyone on message?
To understand the magnitude of collaboration that was needed to enact this change, 21 teams actively contributed to the successful selection and 82-day roll-out of Zendesk. The success of the initial rollout came down to personal investment, a willingness to engage and constructively work through competing priorities and a commitment to improving both the experience and toolsets for our players and advisors.
Not many companies have to provide market-leading customer experience to a global player community, what are your top priorities in terms of anticipating your customers’ needs?
Our top priority for 2020 in the customer experience space is to provide the best entertainment to our players within a safe and responsible environment. This relationship demonstrates our commitment to understand and care for our players and enables us to provide the most enjoyable customer experience.
Zendesk provides a unified view of the player, multiple avenues to reach out to our community and contributes intelligence which we use to refine our predictive models which identify users who may potentially be at risk.
As regulations evolve, it is vital that we continue to demonstrate our commitment to compliance. Zendesk provides us with tools for rigid GDPR compliance, auditing and reporting for KYC and AML.
How do you measure the impact of the customer experience with your customers, are you predominantly focused on retention and spend or is there more to it?
We want to build long-term sustainable relationships with players. We measure the impact of their experience through their engagement with our brands throughout their lifetime rather than spend.
We are always looking to invest in our players and their experience, and this gives us a competitive advantage in the marketplace. We are in the entertainment business which is at the heart of the reason why players visit our sites. Our focus is providing enjoyment whilst empowering them with the tools to control their play. By providing a frictionless customer experience, we enhance the value of the brand which helps in our goals of creating a sustainable responsible business and organically drives brand awareness and retention.
Bingo players and operators are unique compared to other sectors of the gaming community. Where do you see the key differences in providing customer service to this sector than say land-based casinos or slots customers?
For our online Bingo-led brands, we have a vibrant social community who enjoy engaging with other members and our Chat Hosts. Our community is often the first to provide us with constructive feedback on our games and engage with us if there are any issues on the site that may need attention. This community feel is not unique to our Bingo players and can be equally applied to other segments of our poker and casino communities. At Gamesys, we have found that brand, player demographics, and a player’s persona influence the type of customer experience one would most prefer to receive — whether that be via phone, email, chat, or even self-service.
As an award-winning, leading global operator, what does Gamesys’ vision look like in the next decade and what part do your service centres play in this?
We continue to invest in the Gamesys Group multi-brand strategy and we recently launched a new site with Scientific Games which is dedicated to one of the UK’s most popular slots, Rainbow Riches.
We will also continue to develop our existing ventures while expanding into new markets. As we know from entering new markets such as Germany, Sweden, and Japan, each market comes with unique challenges, opportunities and regulatory compliance requirements. Our advisors and the player experience we provide will continue to adapt and remain flexible so that we can respond continually to meet our player’s expectations.
Industry News
BC.GAME Unveils New Logo, Embraces Crypto Elements to Reflect Future Vision

BC.GAME, a global leader in Web3 gaming, has officially launched its refreshed brand identity—marking a significant step towards building a more diverse and globally integrated Web3 entertainment ecosystem. The brand upgrade includes a redesigned logo, updated colour palette and the introduction of a new slogan, “Stay Untamed”. This move also highlights the platform’s deepening presence in the crypto space, reinforcing its position as a pioneer in the Web3 and crypto entertainment industry.
BC.GAME’s new logo combines a classic lowercase “b” with an embedded “c,” creating a sleek and instantly recognisable visual. The “c” not only connects to the platform’s name but also symbolises its deep-rooted connection to the crypto world. Representing both “bc” and “coin,” the logo reflects the platform’s strong foundation in cryptocurrency and signals its ambitious vision to build a thriving ecosystem centered around the $BC token.
The platform’s signature green has also been refreshed to a deeper, more tech-forward tone, enhancing its professional presence within the blockchain and Web3 entertainment space while boosting visual impact and recognition.
BC.GAME’s new slogan, “Stay Untamed,” embodies its spirit of freedom, openness and innovation. As a Web3 advocate, BC.GAME encourages players to break boundaries and explore new possibilities, reflecting the decentralisation, community-driven ethos and ongoing innovation that define Web3.
BC.GAME’s journey in the crypto space began long before cryptocurrency payments became mainstream. From the early days, the platform has explored and implemented crypto-based technologies. Through the launch of its $BC token and a suite of crypto features, BC.GAME continues to deliver seamless and innovative digital entertainment to users worldwide.
BC.GAME supports payments in hundreds of cryptocurrencies, catering to players across the globe. On the technical front, the platform was among the earliest adopters of Bitcoin Lightning Network technology, significantly improving transaction speed and providing users with a lightning-fast payment experience.
BC.GAME offers “Provably Fair” verification to ensure that every game result is both fair and verifiable. Leveraging blockchain technology, players can view and verify the generation process of each game round in real time on the betting page, ensuring that outcomes are free from human interference or manipulation.
The post BC.GAME Unveils New Logo, Embraces Crypto Elements to Reflect Future Vision appeared first on European Gaming Industry News.
Gambling in the USA
Gaming Americas Weekly Roundup – May 5-11

Welcome to our weekly roundup of American gambling news again! Here, we are going through the weekly highlights of the American gambling industry which include the latest news and new partnerships. Read on and get updated.
Latest News
Bragg Gaming Group confirmed that it will release its first quarter 2025 financial results prior to the opening of the financial markets on Thursday, May 15, 2025. The release will be followed by a conference call at 8:30 a.m. Eastern Time, hosted by Bragg Chief Executive Officer, Matevž Mazij and Chief Financial Officer, Robbie Bressler, to discuss the Company’s financial results and provide a business update. During the call, management will review a presentation that will be available on the day of the call.
Context Networks Inc, the first programmatic advertising platform engineered for the gaming industry, has announced the rollout of its groundbreaking Deep Intelligence Marketing strategy, redefining how brands engage consumers in bars, taverns and on-premise slot route operations. Leveraging the power of AI-driven data analytics, machine learning and context-aware digital couponing, Context Networks is turning local venues into the next frontier of high-impact retail media. Through its Contextual Promotions Media Network (CPMN), Context is converting digital screens—such as slot machines in bars—into dynamic, smart advertising surfaces. These systems use advanced data signals to deliver highly targeted promotions based on real-time factors like venue type, consumer behaviour, time of day, and even emotional context, moving far beyond traditional static or cyclic Digital Out-of-Home (DOOH) advertising.
ACR Poker’s Blitz Bonus Boost promotion is back by popular demand to supercharger players’ bankrolls, offering a 50% bonus up to a sizzling $500. To take advantage, players need to deposit $25 or more by 11:59 pm ET on Saturday, May 31 using bonus code: BLITZ and ACR Poker will match 50% of it, up to $500.
Partnerships
International Game Technology PLC announced that IGT PlaySports technology is now powering retail sports betting at Silver Reef Casino Resort in Ferndale, Wash. This technology agreement builds on IGT PlaySports’ leadership in the region, marking the 11th casino in Washington State to deploy the Company’s award-winning sports betting platform, and the 10th casino in the State to leverage its trading advisory services.
Playtech and Hard Rock Digital (HRD) have launched New Jersey’s first-ever dedicated trivia experience on the top-rated Hard Rock Bet online casino platform. This milestone establishes Hard Rock Bet as the first operator to launch a dedicated Live Trivia Game Show in the state. Since the announcement of their strategic partnership in 2024, Playtech has provided a wide range of gaming content through Hard Rock Bet, including slots, card & table games, and live dealer games.
Everi Holdings Inc. announced the Company’s digital CashClub Wallet technology is powering Penn Entertainment Inc’s (PENN) “PENN Wallet” at M Resort Spa Casino in Henderson, NV. The “PENN Wallet” offers M Resort guests the ability to access cashless payments throughout the gaming floor via integrations with existing loyalty and payments systems. PENN currently utilises CashClub Wallet technology across 22 properties in 11 jurisdictions. CashClub Wallet elevates patron engagement with frictionless, omni-channel payments. Everi’s industry-leading cashless payments solutions drive additional volume, improve operational efficiencies and transform the traditional casino cash-centric environment into a modern, seamless experience for an enhanced player journey.
The post Gaming Americas Weekly Roundup – May 5-11 appeared first on European Gaming Industry News.
Industry News
Amusnet Unveils Live Casino Strategy for 2025

Amusnet’s Live Casino 2025 strategy is to empower operators and differentiate their offerings with bespoke game environments, exciting gameplay and enhanced winning potential through special features and significant multipliers integrated into a variety of new releases planned for the year.
“2025 is shaping up to be an exciting year for our Live Casino division. We are introducing a diverse range of standout games that blend entertainment, technology, and interactivity in new ways,” said Marin Dimitrov, Head of Live Casino.
One of the key highlights is Showtime Roulette 500x, a fresh take on the classic roulette experience.
“What sets Showtime Roulette 500x apart is its unparalleled customization capabilities. Operators can fully tailor the game environment to reflect their brand identity,” Dimitrov said.
This fast-paced European roulette reinvents the classics, featuring a host who presents, entertains and spins the wheel for a seamless, engaging experience. Thanks to advanced chroma technology, operators can uniquely brand the game, showcasing their logo and any bespoke background theme they desire. This creates a tailored and immersive experience that feels truly one of a kind for each operator and their players. Further enhancing player engagement, the thrill of potential rewards is heightened through random multipliers on every spin, with payouts amplified up to 500x, creating a truly exceptional gaming experience that elevates player excitement and satisfaction.
Another highlight of the year is Extra Crown Deluxe Live, which is “inspired by our slot top performer Extra Crown and offers an engaging blend of traditional slot excitement and the dynamic atmosphere of live casinos,” added Dimitrov.
This innovative live slot game retains the charm of the original while introducing upgraded mechanics and captivating gameplay. A dynamic studio setting, complete with a charismatic host, fosters a strong sense of community, bringing players together 24/7 to share in the excitement of every spin. With ten traditional symbols across 5 reels and 20 paylines, players can enjoy this classic slot action enhanced by features like Free Spins (with retrigger potential), Respins with expanding symbols and lucrative Cash Prizes (multipliers). The innovative Dynamic Reel Prizes and real-time Statistics further enhance the immersive gaming experience, topped off by the ever-popular Jackpot Cards bonus game and the chance to multiply wins via the Gamble Feature.
The latest release is Football Thrill, a high-speed live casino game that brings the excitement of football to the casino floor with instant, easy-to-play mechanics. With its simple gameplay and dynamic pacing, this Live Casino addition is designed to captivate both sports fans and casino enthusiasts. Fast, intuitive and built for excitement, this Live Casino game is the perfect addition to any live casino looking to attract players who crave action-packed, easy-to-play games.
Amusnet’s Live Casino strategy for the upcoming year centers on delivering innovative and immersive gaming experiences. This will be achieved through the introduction of enhanced roulette variations featuring captivating gameshow elements and significantly larger multipliers, boosting excitement and winning potential. The company is set to expand its offerings with a diverse selection of card games that blend classic gameplay with modern twists to appeal to both traditional and modern players. Further enhancing player engagement will be the range of interactive wheel-based games and gameshows incorporating thrilling new mechanics.
The post Amusnet Unveils Live Casino Strategy for 2025 appeared first on European Gaming Industry News.
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