Industry News

When Times are Tough – Calling is Caring

Published

6 years ago

April 22, 2020

Reading Time: 3 minutes

Mikael Hansson, CEO of Enteractive, says that online gambling operators can still retain players even during the global sports blackout so long as they pick up the phone and give them a call

The global online gambling industry is facing a global challenge due to the ongoing crisis with cancelled sports events and many other difficulties. This is also the time for operators to show that they really care about their customers, and with the right approach they can come out on the other side with strengthened customer relationships.

This is absolutely the case for online sportsbook operators who are struggling to fill the void left by the world-wide cancellation of matches, tournaments and events.

While online casino and poker operators are seeing a rise in the number of players visiting their brands, there are concerns being raised over responsible gambling during this time.

This has seen regulators in countries such as Spain take fairly drastic measures such as banning all gambling advertising for the duration of the country’s lockdown.

But operators – even online sports betting sites – can and should be taking additional steps to reach out to players to reassure them and to remind them about the safe gaming tools offered.

Firstly, this is absolutely the right thing to do when it comes to being a responsible operator, and secondly it is a good opportunity to show players they are valued.

Retention is going to be critical if online gambling operators are to weather the storm. Opening a direct line of communication with customers is absolutely the best way to do this.

This is certainly the case for sportsbook brands who have to think of other ways to provide entertainment and value to customers while players and teams sit idle.

Pick up the telephone and speak to customers:

The best way of communicating with players is to pick up the telephone and speak with them directly. This allows for a human connection to be made.

Over the past week, we have seen that a quick phone call just to check in is highly valued by the customer, even with no sports events being held and limited betting markets offered.

You could simply ask how the player is doing, enquire about their situation – are they working from home, what are they doing to keep busy, etc.

Remember, this is a time where a lot of people are being forced to stay indoors and not spend time meeting with family and friends.

A quick call from their favourite sportsbook brand provides the feeling of community and socialisation they are seeking and strengthens their positive feelings towards the brand.

Of course, a good conversation would also open up to talk about additional game verticals such as virtuals, poker or casino and they can remind the player about these options.

But that’s not really what this is all about – It’s about relationships.

The main reason for calling customers is to strengthen the relationship between player and brand, not to upsell them additional products and services. That has always been the reason and it does not change because of changed circumstances.

Anecdotally, online poker has enjoyed a resurgence since sports events have been cancelled and lockdowns put in place – there is a great deal of cross-over between sports and poker.

So, if the sportsbook operator also has a poker product and the person talking to a customer thinks the player would enjoy poker, it is of course ok to make them aware of it.

Naturally, if the online gambling brand is able to build a stronger relationship with the player, they are highly likely to remain loyal to the brand and an increase in revenues occurs as a result, so caring for players does indeed have an undisputable ROI.

Re-think how you communicate with players:

Given increasing restrictions regarding how online gambling operators can market to players during the crisis, there is an opportunity for operators to rethink their communication strategies.

Because they are not able to target players with bonuses and incentives during this time, they are going to have to engage with them in different ways – as mentioned above.

But many will find that this actually improves the relationship they have with their players. This in turn will drive loyalty and ultimately retention even during these uncertain times.

It really just comes down to showing players that you value them and that you truly care.

casino suppliers

Eeze promotes Aarti Carl, Kurt Vella and Shaun Cini in leadership reshuffle

Published

5 hours ago

April 27, 2026

Wladimir P.

eeze-promotes-aarti-carl,-kurt-vella-and-shaun-cini-in-leadership-reshuffle

Eeze has promoted three executives into senior leadership roles as the casino supplier scales its operations and reorganises key functions.

Aarti Carl has been appointed Chief People Officer to lead a newly repositioned People Function. Eeze said the function was previously HR and has been redefined to reflect a focus on culture, employee experience and organisational development.

Kurt Vella has been named Chief Legal Officer, responsible for overseeing Eeze’s global legal and compliance strategy.

Shaun Cini has been promoted to Vice President of Finance. Eeze said Cini will continue supporting strategic decision-making.

Lai Fatt Chiang, Chief Executive Officer at Eeze, said: “These appointments reflect both the strength of our internal talent and our commitment to building a leadership team that can support our continued growth.

“Aarti, Kurt, and Shaun have each made a significant impact on the business, and I am confident they will continue to play a key role in shaping our future.”

The post Eeze promotes Aarti Carl, Kurt Vella and Shaun Cini in leadership reshuffle appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Industry News

QTech Games names Iryna Alabuhina Head of Commercial for Europe

Published

5 hours ago

April 27, 2026

Wladimir P.

qtech-games-names-iryna-alabuhina-head-of-commercial-for-europe

Former Hub88 senior account manager joins as QTech targets expanded European operator partnerships.

QTech Games has appointed Iryna Alabuhina as Head of Commercial – Europe, tasking her with expanding the company’s commercial footprint across the region.

Alabuhina joins from Hub88, where she served as Senior Account Manager working with operators across multiple international markets. Before that, she held business development and platform-management roles at SOFTSWISS, and later joined Evolution, where she focused on managing CIS clients and platforms.

QTech Games CEO Philip Doftvik said: “We’re delighted to have secured Iryna’s broad expertise and sharp sales skills for this dedicated commercial-lead role at QTech, as we continue to strengthen and scale up our influence across Europe. Aside from her fantastic experience, Iryna is a great cultural fit with QTech and a person with the right mindset that will help us grow even faster.

“We’re thrilled with Iryna’s fast start as a team player and leader, especially as QTech crosses the threshold of our next growth cycle, consolidating our incumbent position as the dominant aggregator for emerging markets.”

Alabuhina said: “I’m excited to join QTech Games as Head of Commercial for Europe, focusing on strengthening existing partnerships and driving new business growth. QTech is an aggregator renowned for its team morale and collaborative ethos, not to mention some defining points of delineation in the aggregation space – whether that’s its raft of tech-led product developments, rapid-fire integrations, simple invoicing structure, or offset pricing. I was also struck by QTech’s unique commercial model, rich portfolio and enterprising mindset.

“I’m now looking forward to broadening our horizons and partner-base still further, as I head up a talented commercial team for Europe, assembling the best online games and taking them to market across some territories of great potential.”

QTech Games is the top game aggregator for developing markets and a vital industry leader in game exploration. Its remarkable selection of continually updated content is highlighted by 200+ suppliers, more than 5,000 casino games, and over 1,000 live tables – and still growing! Consequently, this is integrated with a continuously growing international presence, exclusive gaming tools and services, and cutting-edge AI technology to enhance its partners’ offerings and improve their customer experience.

The post QTech Games names Iryna Alabuhina Head of Commercial for Europe appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

ESG

Play’n GO publishes 2025 Sustainability Report with emissions and governance updates

Published

5 days ago

April 22, 2026

Wladimir P.

play’n-go-publishes-2025-sustainability-report-with-emissions-and-governance-updates

Play’n GO has published its 2025 Sustainability Report, framing the year as a milestone as the supplier marks 20 years in the gaming industry. The report covers performance across four pillars—Players, Partners, People and Planet—and positions sustainability as tied to product design, operations, and partner expectations.

On climate reporting, the company said it has “achieved and exceeded” its long-term 90% reduction target for Scope 1 and 2 emissions, and reported a 69% absolute reduction in Scope 3 emissions versus its 2023 base year. Play’n GO also said its total material emissions for 2025 were kept below 500 MTCO2e.

The report also points to a move into land-based delivery. In 2025, Play’n GO said it launched its first land-based gaming solution in partnership with Genting UK, positioning the rollout as part of a “player-first, low-footprint approach” for regulated venues.

On responsible entertainment, the company said it continues to reject game mechanics it believes “compromise player trust or wellbeing,” and highlighted participation in discussions on digital wellbeing and cognitive health, including at the United Nations and G7. “We have always believed that great entertainment should be fun, safe and fair,” said Vanessa Björkbacka, Director of CSR at Play’n GO.

The report also outlines internal development and reporting infrastructure. Play’n GO said 43% of employees engaged in AI-related learning during 2025 and that average training time exceeded seven hours per employee globally. It added that reporting was further aligned to the UN Sustainable Development Goals and World Economic Forum Stakeholder Capitalism Metrics, alongside investment in “secure, AI-supported carbon data management.” “As expectations on transparency and accountability continue to rise, we see it as our responsibility to lead,” Björkbacka added.

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