Industry News
When Times are Tough – Calling is Caring
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.
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Bala Ganesan
John Connelly Steps Down as Interblock CEO
Interblock, the global leader in luxury gaming products, announced that John Connelly has stepped down from his role as Chief Executive Officer. The Board of Directors has appointed Bala Ganesan, Interblock’s former interim Chief Operating Officer and a Managing Director at Oaktree Capital Management, to serve as interim CEO while a comprehensive search is conducted for a permanent successor. Oaktree-advised investment funds own a majority of the equity interests in Interblock.
“On behalf of the Board and the entire Interblock team, we thank John for his many years of service. Under his guidance, Interblock experienced significant growth driven by a clear vision and entrepreneurial execution. As the Company enters its next phase of growth and innovation, the Board is focused on building a world-class, scalable operating platform and ensuring Interblock is led by the right executive to capitalize on emerging opportunities and sustain its strong growth trajectory,” said David Quick, Interblock Board member.
Mr. Ganesan brings extensive executive leadership and business transformation experience through his role as a Managing Director on the Portfolio Transformation team at Oaktree. He joined Oaktree in 2017 from Yum! Brands, where he led major growth initiatives and the operational and digital transformation of Taco Bell. Previously, Mr. Ganesan led corporate and business strategy, commercial growth, and turnaround initiatives at Kimberly-Clark Corporation and Mattel, Inc. He also served as a senior leader in McKinsey & Company’s operational transformation practice, advising Fortune 500 companies across the consumer, technology, manufacturing, medical devices, energy, and financial services sectors. Mr. Ganesan acted as the Company’s interim Chief Operating Officer from 2024 to 2025.
“Interblock is exceptionally well positioned for continued growth, underpinned by a talented team, industry-leading innovation, and strong customer partnerships. I am honored to support the Company during this transition and remain focused on serving our customers and partners,” said Mr. Ganesan.
Mr. Quick added: “We are fortunate to have Bala step in as interim CEO at this important time. During his tenure as interim COO, Bala demonstrated outstanding leadership, operational expertise, and a deep understanding of our business and industry. The Board has full confidence in his ability to guide Interblock through this transition and ensure we continue to deliver value to our customers and partners.”
The Board has engaged an executive search firm to identify Interblock’s next permanent CEO. During this period, Interblock remains fully committed to advancing its strategic priorities and delivering the high-quality products and services that define the Interblock brand.
The post John Connelly Steps Down as Interblock CEO appeared first on Americas iGaming & Sports Betting News.
Accel Entertainment Inc
Accel Entertainment Announces Leadership Change
Accel Entertainment Inc. announced that Founder and Chief Executive Officer, Andy Rubenstein, has been named Chairman of the Company’s Board of Directors, and Accel’s President – US Gaming, Mark Phelan, has been appointed to the additional role of Chief Operating Officer. As part of these leadership changes, which are effective immediately, Karl Peterson has been appointed as the Lead Independent Director of the Accel Board. In addition, Mr. Phelan has been selected to succeed Mr. Rubenstein as Chief Executive Officer and President, effective August 7, 2026. Mr. Phelan is also expected to join the Accel Board at that time. These changes reflect the Board’s long-term commitment to strong corporate governance and a leadership succession strategy.
Andy Rubenstein commented: “After 17 years, and having built a deep bench of talent, I am confident that transitioning day-to-day leadership to Mark will enable Accel to continue to capitalize on our many growth opportunities. Accel has grown into a public company that is a leader in the route gaming industry, operating across 10 states, partnering with over 4,600 local retail businesses, employing more than 1,600 people, and generating billions of dollars in municipal and state tax revenue over the years in the states we serve. As Chairman, I look forward to continuing my close work with Mark and the Board, as we look to extend Accel’s position as an industry leader and build new value for shareholders.”
“On behalf of the Board, we are grateful to Andy for his outstanding leadership and the foundation and culture of integrity he established that defines Accel today. After careful consideration and discussions with Andy, the Board is confident that now is the right time to effect this transition, as the Company continues to grow and evolve into a scaled, multi-state enterprise. We believe Andy’s new role will allow him to leverage his long-standing local and industry relationships and regulatory experience to help further position Accel to capitalize on promising growth opportunities, including expanding into the Chicago VGT market,” said Karl Peterson.
As Chief Executive Officer and President, Mark Phelan will lead Accel with a continued focus on disciplined execution and operational consistency.
“Accel has a strong foundation, long-standing partnerships, and a culture built on accountability. My focus will be on execution — improving the experience for our location owners and players, driving consistent performance across our markets, operating with discipline, identifying and capitalizing on growth opportunities, and working to create long-term value for shareholders. I am honored that Andy and the Board have selected me to lead Accel and I am excited to build on Andy’s long-term goal to make Accel the clear leader in the U.S. Locals Gaming Market,” said Mark Phelan.
“Mark has a deep understanding of the distributed gaming business and a demonstrated record of effective execution. He understands Accel’s markets, partners, regulators, and players, and has shown the judgment and discipline required to lead the Company at scale. I am very confident and excited about his ability to lead Accel through its next phase of growth,” concluded Mr. Rubenstein.
The post Accel Entertainment Announces Leadership Change appeared first on Americas iGaming & Sports Betting News.
ICE 2026
Win Systems Showcases Gaming Innovations at ICE Barcelona 2026
Win Systems, a leading provider of technology for the gaming and entertainment industry, participated in ICE 2026, held in Barcelona from January 19 to 21. In this context, the company strengthened its positioning in the Spanish market, with a special focus on route operations as one of the strategic pillars of its technological offering.
In a market such as Spain, characterised by its own regulatory framework and highly specific operational requirements, Win Systems continues to develop solutions designed to help operators differentiate themselves and maximise the performance of their operations. In this regard, WIGOS ONE has established itself as a comprehensive and modular management platform, capable of adapting to different business models—including gaming halls, bingos, casinos, hospitality venues and route operations—and integrating with third-party systems, ensuring flexibility and regulatory compliance.
During ICE 2026, Win Systems placed special emphasis on two of its main differentiators for the Spanish market: Player Tracking and Win Pay. The Player Tracking solution enables operators to gain in-depth insight into player behavior and enhance loyalty through advanced tools such as jackpots and Happy Hour promotions, improving gaming experience and player engagement.
Meanwhile, Win Pay was presented as a strategic lever for the digitalization of payments in route operations and other environments, highlighting the new eTITO solution for kiosk payments without the need for paper tickets. This solution delivers a faster and more convenient payment experience for players, while providing operators with greater control and operational efficiency.
José Luis González, Sales Director for Spain at Win Systems, stated: “ICE 2026 has been a key opportunity to showcase how our solutions help Spanish operators stand out. With tools such as Player Tracking and Win Pay, we deliver real value in the areas that enable operators to compete more effectively, build player loyalty, and optimize operations in a market as specific as Spain.”
The post Win Systems Showcases Gaming Innovations at ICE Barcelona 2026 appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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