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.

branded content

RubyPlay launches Firerose studio for operator-specific casino games

Published

16 hours ago

April 20, 2026

Wladimir P.

rubyplay-launches-firerose-studio-for-operator-specific-casino-games

RubyPlay has launched Firerose, a new studio aimed at building operator-specific casino game experiences, as suppliers and operators push for more branded content to stand out in crowded markets.

The company said Firerose is designed to let operators combine RubyPlay’s existing game catalogue with the studio’s technology and creative resources, using operator-led insight to shape games around an operator’s brand identity rather than standardised supplier content.

RubyPlay said Superbet is among the first operators to launch Firerose-powered titles. The supplier did not disclose game names or specific performance figures, but said early results showed “strong engagement metrics”.

Firerose becomes part of RubyPlay’s multi-studio structure alongside Koala Games, Mad Hat Games, Ruby Studio, and Xslots, which the company said share technology, infrastructure and distribution.

Dima Reiderman , Chief Commercial Officer at RubyPlay, said: ”Firerose represents a deliberate shift in how we think about content creation and partnership. The market is no longer driven solely by volume, but by identity. Operators want experiences that feel native to their brand and help them clearly differentiate in increasingly competitive casino environments.”

Dr. Eyal Loz, CPO at RubyPlay, added: “Firerose was created to put the operator’s voice at the centre of the creative process. Every game starts with their brand, their audience and their story, and our role is to bring that to life through the full weight of RubyPlay’s creative capabilities.

“We’re shaping experiences that players immediately associate with the operator itself. That level of ownership is what allows operators to stand out in increasingly crowded casino environments.”

The post RubyPlay launches Firerose studio for operator-specific casino games appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Expanse Studios

Expanse Studios Launches Proprietary Jackpot and Tournament System

Published

4 days ago

April 17, 2026

Wladimir P.

expanse-studios-launches-proprietary-jackpot-and-tournament-system

Expanse Studios, a subsidiary of Meridian Holdings Inc., announced the deployment of proprietary jackpot and tournament mechanics across its portfolio, providing B2B operator partners with engagement tools designed to enhance player entertainment value.

The system introduces two jackpot formats—Happy Hour Jackpot and Mystery Jackpot—alongside four tournament competition variants. Operators can control prize structures, scheduling parameters and promotional configurations through platform interfaces.

Happy Hour Jackpot provides scheduled jackpot events aligned with operator promotional strategies, enabling coordinated marketing campaigns and player communication around jackpot opportunities.

Mystery Jackpot delivers multi-tier progressive prize mechanics integrated into gameplay, with operator-configurable prize values and event parameters that support diverse promotional objectives.

Tournament mechanics include four competition formats:

• Bonus Buy tournaments create competitive environments for players who choose to engage with bonus purchase features, with scoring designed to reward strategic gameplay decisions.

• Spin Count tournaments track player activity across gameplay sessions, offering multiple entry opportunities and achievement-based progression that accommodates different play styles.

• Combo tournaments combine multiple competition elements, enabling operators to design promotional events that appeal to diverse player preferences and gaming behaviours.

• Time-based tournaments operate within defined promotional windows, allowing players to participate according to their own schedules while competing for tournament prizes.

“Content providers increasingly compete on operational capabilities, not just game quality. This positions our portfolio as solutions-oriented infrastructure that helps operators execute diverse promotional strategies while maintaining control over player engagement parameters,” said Damjan Stamenkovic, CEO of Expanse Studios.

Tournament formats integrate with game interfaces through standardised promotional systems designed to enhance entertainment value while providing operators with promotional flexibility.

For Expanse Studios, the deployment strengthens competitive positioning in B2B partnerships where operators increasingly evaluate content providers based on promotional feature capabilities in addition to game performance metrics.

The post Expanse Studios Launches Proprietary Jackpot and Tournament System appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

AI

Former German Air Force officer launches Sparky Space AI platform for iGaming teams

Published

4 days ago

April 16, 2026

Wladimir P.

former-german-air-force-officer-launches-sparky-space-ai-platform-for-igaming-teams

Nils Ristau and Daniel Schmitz debut a work enablement platform aimed at day-to-day execution across product, retention and AI adoption.

Sparky Space, a new AI-powered work enablement platform founded by former German Air Force officer Nils Ristau and tech leader Daniel Schmitz, has launched and is now available globally for iGaming operators and suppliers.

The founders are positioning the product around execution support inside daily workflows as teams face tighter regulatory demands, faster product cycles and higher player expectations. The company cited industry research suggesting only 10-20% of learning is consistently applied in day-to-day work, creating a gap between training and on-the-job outcomes.

“In military operations, performance depends on clarity, structure, and disciplined execution in changing environments,” said Ristau. “The iGaming industry operates under similar pressure.

“Competitive advantage does not come from knowledge alone – it comes from how effectively teams apply it every day.”

Sparky Space said its platform supports areas including product development, player retention and AI adoption, with use cases spanning customer-centric experimentation, agile product and game development, decision-making and prioritisation, practical generative AI prompting, and cross-functional collaboration. The company said the tools are intended to help teams launch features, respond to regulatory change, and optimise marketing and support processes.

While initially focused on iGaming, Sparky Space said it has been built for broader use in other fast-moving, technology-driven industries.

Relevant data as follows:

Sparky Space: https://www.sparkyspace.com Official company site for product and launch details.
UK Gambling Commission: https://www.gamblingcommission.gov.uk Regulatory context referenced in the article’s discussion of increasing compliance pressure.
Malta Gaming Authority: https://www.mga.org.mt Key European regulator relevant to operators and suppliers navigating shifting regulation.

The post Former German Air Force officer launches Sparky Space AI platform for iGaming teams appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.