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.

Gaming

Soft2Bet launches MEGA Islands, a new gamification engine designed to increase player retention

Published

19 hours ago

March 30, 2026

Wladimir P.

soft2bet-launches-mega-islands,-a-new-gamification-engine-designed-to-increase-player-retention

Soft2Bet has unveiled MEGA Islands, the latest addition to its MEGA Suite, designed to enhance player engagement and retention across both casino and sportsbook offerings.

The new engine introduces a persistent progression system that carries over across sessions, giving players an ongoing reason to return. Through island-building, resource collection, and continual advancement, players embark on a long-term journey that transforms short play sessions into sustained engagement.

First previewed in Soft2Bet’s recent Lodur release, the MEGA Islands system allows players to develop their own islands over time. Resources earned through gameplay can be used to construct new buildings, upgrade existing structures, and unlock further stages of progression. Each upgrade opens new goals, creating a loop of continuous advancement that keeps players invested.

The engine also incorporates plundering mechanics, giving players an additional path to gather resources by raiding other islands. This feature not only accelerates growth but also maintains a dynamic and engaging progression loop. With no fixed endpoint, MEGA Islands is built to encourage repeat play through a satisfying cycle of building, collecting, and advancing.

“MEGA Islands is designed to make retention feel natural by providing players with a progression journey they want to return to,” said Yoel Zuckerberg, CPO at Soft2Bet. “By building islands, collecting resources, and unlocking upgrades—including through plundering—each session becomes part of a longer experience. It gives players a clear reason to come back while providing operators with a retention tool that integrates seamlessly across casino and sportsbook.”

The launch of MEGA Islands underscores Soft2Bet’s commitment to gamification as a driver of long-term growth. As part of the MEGA Suite, the new engine offers operators a powerful tool to extend player journeys, increase engagement cycles, and deliver consistent value in competitive markets.

The post Soft2Bet launches MEGA Islands, a new gamification engine designed to increase player retention appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

European CEO magazine

GR8 Tech CEO Named CEO of the Year for Second Consecutive Year

Published

21 hours ago

March 30, 2026

Wladimir P.

gr8-tech-ceo-named-ceo-of-the-year-for-second-consecutive-year

GR8 Tech CEO Oleksandr Feshchenko has been named Global CEO of the Year 2026 in the Technology Industry by European CEO magazine—the second consecutive year he has received the honour. The judging panel’s decision was unanimous.

The award recognised Feshchenko’s leadership across three areas the panel identified as defining:

• Track record of turning technological strategy into scalable commercial outcomes;

• Focus on building an organization designed to last, not just perform;

• Consistent investment in people and culture as core business levers rather than afterthoughts.

What distinguished Feshchenko from a competitive field, according to the panel, was the combination of all three. Individual strengths are common at the CEO level, but the consistency across strategy, execution and organisational health is rare.

Under Oleksandr Feshchenko’s leadership, GR8 Tech has grown into a recognised provider of technology solutions for the iGaming sector, with an approach that the panel described as forward-looking without sacrificing operational discipline.

“Receiving this recognition two years in a row means a great deal, but if there’s one thing I’ve learned, it’s that success is most dangerous when it makes you comfortable. This award belongs to the team at GR8 Tech as much as it does to me, and what it really does is raise the bar. The technology industry doesn’t stand still, and neither do we. There’s a lot we’re building toward, and that’s exactly where our focus stays,” Oleksandr Feshenko said.

The Global CEO of the Year award is presented annually by European CEO magazine following an evaluation of international candidates across various industries.

The post GR8 Tech CEO Named CEO of the Year for Second Consecutive Year appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Augmented Reality

XR Global Launches World’s First Augmented Reality Online Casino Games Across iOS, Android and Immersive Web

Published

21 hours ago

March 30, 2026

Wladimir P.

xr-global-launches-world’s-first-augmented-reality-online-casino-games-across-ios,-android-and-immersive-web

XR Global Inc, the first Extended Reality (XR) technologies casino games developer with Patent Pending Technology on its Cross-XR Platform, announced the official launch of the world’s first Augmented Reality (AR) online casino games available across iOS, Android and the Immersive Web. This groundbreaking milestone positions XR Global at the forefront of innovation in the global iGaming industry, delivering a next-generation gaming experience that goes far beyond traditional 2D online casino platforms.

By leveraging cutting-edge Extended Reality (XR) technologies—including Augmented Reality (AR), Mixed Reality (MR), Virtual Reality (VR) and 3D immersive environments—XR Global enables players to step into fully interactive casino worlds from their mobile devices or web browsers, without the need for specialised hardware.

Unlike conventional online casino games confined to flat, 2D interfaces, XR Global’s platform allows users to engage with games such as slots, roulette, blackjack and crash games in a real-world environment. Players can place games on their tables, walk around them, interact with live elements and experience a level of realism and immersion previously only possible in physical casinos or high-end VR setups.

“XR Global is redefining what online gaming looks and feels like. We are bridging the gap between physical and digital entertainment by bringing casino experiences into players’ real-world environments. This is not just an evolution—it’s a transformation of the entire gaming paradigm,” said Dan Martinez, Founder & CEO of XR Global.

The launch marks a significant leap forward for player engagement, retention and monetisation. XR Global’s immersive experiences are designed to increase session times, deepen emotional connection and create highly differentiated offerings for operators in an increasingly competitive market.

The company plans to license its XR-enabled gaming portfolio globally, enabling partners to integrate immersive gaming into their existing platforms and attract a new generation of players seeking more interactive and engaging experiences.

The post XR Global Launches World’s First Augmented Reality Online Casino Games Across iOS, Android and Immersive Web appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.