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.

5W

5WPR Expands Gambling and Gaming PR and Digital Marketing Services Ahead of 2026

Published

3 days ago

December 22, 2025

GamingAmericas.com

5wpr-expands-gambling-and-gaming-pr-and-digital-marketing-services-ahead-of-2026

5W, one of the largest independently owned PR firms in the US, announced the expansion of its gambling PR and digital marketing services, helping iGaming operators, sports betting platforms, casinos, esports brands, and gaming studios prepare for the year ahead. The enhanced offering is designed to elevate brand visibility, build trust with players and partners, and drive measurable growth as the industry enters 2026.

5W provides integrated PR, digital marketing, and online reputation management solutions, including media relations, influencer partnerships, content creation, SEO, social campaigns, email marketing, event promotion, and crisis communications. For digital-first strategies, digital PR ensures brands reach the right audiences while strengthening credibility across search and social platforms.

“Our expanded gambling and gaming PR and digital marketing services are designed to help brands enter 2026 with momentum. By integrating PR, digital marketing, and reputation management, we help clients stand out, connect with audiences, and build trust that drives growth for the year ahead,” said Ronn Torossian, Founder & Chairman of 5W.

This expansion underscores 5W’s commitment to delivering results-driven communications and digital marketing solutions for high-growth and established brands in gambling, gaming, and esports.

The post 5WPR Expands Gambling and Gaming PR and Digital Marketing Services Ahead of 2026 appeared first on Americas iGaming & Sports Betting News.

fintech

PayDo Launches Unified Payment Infrastructure Suite for Digital Businesses

Published

2 weeks ago

December 9, 2025

Niji Narayan

paydo-launches-unified-payment-infrastructure-suite-for-digital-businesses

Reading Time: 2 minutes

PayDo, a leading global payment ecosystem founded by Serhii Zakharov – who at just 25 became one of the youngest CEOs approved by the FCA to run an Electronic Money Institution in the UK, announced a series of strategic infrastructure launches designed to dismantle the costly complexity of modern payment stacks.

The releases—Direct SEPA & SEPA Instant access, USD SWIFT Accounts, Dedicated C2B Open Banking Collections Accounts and Direct VISA and MasterCard Acquiring—are not standalone products, but integrated components of PayDo’s unified platform.

For the first time, online businesses can access this comprehensive suite under a single contract, one technical integration and with a dedicated account manager, eliminating the operational burden of managing multiple providers.

The launches directly address the primary pain points of payment fragmentation: high costs from intermediaries, slow settlement times, compliance overhead and loss of control. By securing direct memberships and building proprietary technology, PayDo now offers businesses enterprise-grade infrastructure with the agility of a FinTech.

The new services include:

• Direct SEPA & SEPA Instant: As a direct SEPA member, PayDo provides native European processing with no intermediary routing. This ensures faster, lower-cost euro transactions with immediate settlement capabilities via SEPA Instant.

• USD SWIFT Accounts: Online businesses can now receive dedicated USD account details via the SWIFT network, significantly reducing delays and fees associated with cross-border USD transactions, a critical need for a variety of cross-border operating online businesses.

• Dedicated C2B Open Banking Collections Accounts: A pioneering innovation, this service revolutionises how businesses receive payments. It enables instant, direct bank-to-business transfers from customers, offering an alternative to card networks with correct funds tracking and allocation, lower costs and real-time settlement. Functionality supports processing of +100,000 daily transactions.

• Launch of Direct Acquiring: PayDo is now a principal member acquirer for both Visa and Mastercard. This direct relationship removes a layer of intermediaries, reducing processing costs, improving authorisation rates and giving merchants greater control and transparency over their card payment flows.

These services are delivered within PayDo’s unified ecosystem, which also includes its signatory innovation – non-redirect E-Wallet checkout. This earlier innovation provided merchants with full friendly-fraud protection without any rolling reserve requirements. The new ecosystem approach allows companies in sectors like e-commerce, IT services, marketplaces, gaming and other Fintechs to streamline their entire financial operations, turning payment management from a resource drain into a competitive advantage.

Serhii Zakharov, CEO and Founder of PayDo, said: “For years, businesses have been forced to stitch together a patchwork of payment providers, each adding cost, complexity, and delay. We believe the future is not in more fragmentation, but in intelligent unification. These launches are not just new features; they are the foundational pillars of a coherent ecosystem. We are giving our clients direct control over the core rails of finance—from SEPA and SWIFT to card acquiring and Open Banking—all through one partnership. This is how we eliminate the hidden tax of fragmentation and empower businesses to scale globally with clarity and efficiency.”

PayDo’s ecosystem now processes over €5B annually for over 1000 businesses, leveraging its full regulatory compliance in the UK, Canada and the EU. The company’s direct infrastructure model is proving that the next wave of Fintech growth will be driven by consolidation and seamless integration, not further division.

The post PayDo Launches Unified Payment Infrastructure Suite for Digital Businesses appeared first on European Gaming Industry News.

Free Bet

Meridianbet Reports Renewed Engagement in Custom Prediction Markets in H2 2025

Published

2 weeks ago

December 9, 2025

Niji Narayan

meridianbet-reports-renewed-engagement-in-custom-prediction-markets-in-h2-2025

Reading Time: 2 minutes

While prediction markets have recently attracted increased public attention across politics, finance and culture, Meridianbet, part of the Golden Matrix Group has supported user-generated real-world prediction markets for more than a decade through its proprietary product branded as Free Bet.

For the second half of 2025, customer participation on the Free Bet platform has recorded an 11.5% increase in ticket volumes, reflecting renewed engagement across prediction markets tied to major elections, entertainment outcomes, weather forecasting and novelty-event propositions. Free Bet continues to represent a relatively small and non-material portion of Meridianbet’s overall wagering activity.

Free Bet allows customers to propose wagers on measurable real-world outcomes across sports, politics, entertainment awards, weather forecasting, financial milestones and social statistics. Once a proposed market passes regulatory, settlement and risk review, Meridianbet acts as the professional market maker, prices the odds and takes the lay side of each wager within the Company’s licensed sportsbook framework. This single-market-maker structure enables the delivery of prediction-market-style wagering to mass-market users while ensuring regulatory compliance, operational stability and standardised settlement.

In practical terms, customers initiate Free Bet markets by submitting their own proposed prediction events through Meridianbet’s platforms or retail network. Each submission is reviewed to ensure that the proposed event is lawful, ethically appropriate, clearly measurable and capable of unambiguous settlement under applicable regulatory standards. Only after passing these checks is the event accepted and priced by Meridianbet’s trading operators, who establish odds and offer the market to the customer for wagering.

Top Prediction Markets on Meridianbet

Over the past five years, Meridianbet customers have created and wagered on thousands of custom prediction markets reflecting major real-world outcomes across political cycles, cultural awards, financial milestones, weather forecasting and social trends.

Based on internal ticket volume and platform engagement data, the following five prediction markets have ranked among the most actively played on Meridianbet during this period:

U.S. Presidential Election

Binary outcome markets and related propositions tied to the U.S. presidential election results.

Global Entertainment Awards

Custom markets associated with major award outcomes including Oscars Best Picture and BBC Sports Personality of the Year.

Weather Prediction Markets

Seasonal and location-specific forecasts, including snowfall occurrence and temperature benchmark outcomes during late winter and early spring periods.

Social Outcome Markets

Demographic and statistical propositions connected to public milestones, including birth-gender distributions during peak holiday periods and other large-scale social outcome measurements.

Regulatory & Availability Notice

The Free Bet product and related prediction market offerings are provided strictly in accordance with applicable national and local regulatory requirements and are available only in jurisdictions where such wagering formats are duly authorised by law.

Availability, market scope and wagering features may vary by location and regulatory regime. Certain jurisdictions may restrict or prohibit participation in custom prediction-based wagering products.

The post Meridianbet Reports Renewed Engagement in Custom Prediction Markets in H2 2025 appeared first on European Gaming Industry News.