Industry News

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

Published

6 years ago

January 29, 2020

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.

EU gambling policy

Romania Proposes Raising Gambling Age to 21 and Restricting Online Advertising

Published

3 hours ago

November 5, 2025

Zoltan Tundik

romania-proposes-raising-gambling-age-to-21-and-restricting-online-advertising

Reading Time: 2 minutes

Romanian lawmakers have introduced new legislative proposals aimed at tightening gambling access and advertising rules, particularly to protect young people. The bills, submitted by MPs Raluca Turcan (PNL) and Diana Stoica (USR), would raise the minimum legal gambling age from 18 to 21 and restrict online gambling advertising between 06:00 and 24:00.

Under the proposals, individuals under the age of 21 would be prohibited from participating in gambling activities, while gambling ads would be banned across online platforms during daytime hours. The legislation also seeks to outlaw the use of influencers, athletes and public figures in gambling promotions.

Protecting young audiences

“We have an obligation to protect our children from the threat of gambling,” said USR deputy Diana Stoica, citing studies showing early exposure to slot machines and online betting among Romanian minors. According to Stoica, brain development, particularly in areas linked to impulse control and decision-making, continues until around the age of 21, making younger individuals more vulnerable to gambling addiction.

“One in four adolescents has played on these so-called ‘machines of death’ before turning 18,” she added, arguing that the legislation is a necessary step to reduce risks.

Aligning with European trends

PNL deputy Raluca Turcan called the proposed age increase a “simple change with deep effects,” noting that countries including Portugal, Greece and Moldova have adopted similar measures. She highlighted that individuals aged 18 to 21 often face increased financial pressure and impulsivity as they enter adulthood, making them a key target group for gambling marketing.

“By raising the age threshold, we protect young people during a vulnerable stage,” Turcan stated, referencing international examples where similar policies reportedly reduced early-age indebtedness and problem gambling cases.

Tighter ad rules and warning messages

The draft legislation further proposes:

A complete ban on online gambling advertising between 06:00 and 24:00
A ban on influencer and public-figure participation in gambling promotions
Mandatory visible harm-prevention warnings across digital and physical gambling environments, modeled after tobacco and alcohol regulation

The measures would amend Romania’s existing legal framework under Emergency Ordinance 77/2009.

What comes next

The bills will now proceed through the legislative process, including debate and committee review. If adopted, the changes would introduce some of the most restrictive gambling-advertising and access rules in the region.

The initiatives reflect an ongoing trend across Europe, where regulators are increasing focus on consumer protection, youth safeguards, and advertising limitations in the gambling sector.

The post Romania Proposes Raising Gambling Age to 21 and Restricting Online Advertising appeared first on European Gaming Industry News.

AGCCS

AskGamblers Casino Complaint Service Returns Over $2.8M to Players in Q3 2025

Published

2 days ago

November 3, 2025

Niji Narayan

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Reading Time: < 1 minute

AskGamblers Casino Complaint Service (AGCCS) has a successful Q3 in 2025, helping players recover over $2.8 million and exceeding last year’s numbers.

The Q3 2025 numbers are out, showcasing the results achieved by the AskGamblers Casino Complaint Service. The report highlights the most important accomplishments between 1 July and 30 September.

In the previous quarter, the AGCCS team helped 2807 users get their funds from online casinos and sportsbooks, returning $2,813,351 in total. The team received exactly 3881 complaints that affected 960 operators and affiliates.

Things aren’t always running smoothly. Even if a complaint gets rejected, the users walk out satisfied with the service they’ve received. One of AskGamblers’ players ended up receiving the money from the casino, even though their complaint was rejected initially:

“I just wanted to let you know that the funds have been successfully returned to my account. Thank you a thousand times – I’m certain that without your help, this wouldn’t have been resolved so quickly.”

The AGCCS is actively working on sports betting complaints, too, returning $53,633 in Q3 to bettors all over the world. During this period, they’ve managed to break a record in the number of resolved complaints (1013).

Dijana Radunović, General Manager at AskGamblers, said: “Props to our AGCCS for doing an awesome job, staying at the forefront and being there for players. It’s a joy to see our users happy, wishing to send tips and buy us lunch. Even though we have to reject that (unfortunately), this just shows the commitment of our team to our players, which will continue in the future.”

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Google

YouTube’s strengthened approach to online gambling and graphic violence in gaming

Published

5 days ago

October 31, 2025

Niji Narayan

youtube’s-strengthened-approach-to-online-gambling-and-graphic-violence-in-gaming

Reading Time: 2 minutes

YouTube has announced that it will strengthen enforcement of its community guidelines on violent gaming and online gambling content, starting on 17 November.

“Starting on November 17th, 2025, we’ll be strengthening enforcement of our Community Guidelines around online gambling and graphic violence in gaming.

“Our policies are designed to evolve alongside the digital world. We’re making these updates to keep pace with new trends, like gambling with digital goods, and to more closely align our guidelines for mature content with industry standards.

Here’s a Summary of What’s Changing:

Online Gambling Content

“Our current policy prohibits content that directs viewers to online gambling sites or applications that are not certified by Google. We’re expanding our enforcement to now cover online gambling with additional items that have monetary value, including digital goods (e.g. video game skins, cosmetics and NFTs).”

Social Casino Content

“We’re updating our approach to casino-style games where nothing of real-world monetary value is wagered or cashed out. Content that depicts, promotes, or facilitates social casino sites will now be age-restricted.”

Graphic Gaming Content

“In addition to our existing guidelines around graphic gaming content, we will age-restrict an additional small subset of video game content featuring realistic human characters that focuses on scenes of torture or scenes of mass violence against non-combatants. We’ll consider several factors when reviewing this type of content such as:

• Duration – If the graphic scene is sustained (rather than fleeting). For compilation videos, we’ll now consider the cumulative duration of all of the graphic clips combined.

• Prominence – If the violent imagery is zoomed-in or the main focus of the scene

• Realistic human characters – If the violence is happening to a character that looks like a real human.”

“We expect most channels will experience little to no impact but we know this is a lot of information, and we want to ensure you have time to adapt.

Existing videos. Content uploaded before November 17, 2025, that violates these guidelines may be removed or age-restricted, but will not result in a strike. Remember, age-restricted videos can stay on your channel for 18+ audiences.”

“Making edits: For creators who have content that’s in-scope of these updates, you may be able to edit your video description or use our video editor trim or blur tools to make any necessary changes before November 17, 2025.

Notifications: If we age-restrict or remove your content, we’ll notify you by email. If you disagree with the decision, you can always choose to appeal.”

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