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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.

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SetantaBET picks LuckyStreak for live dealer and casino aggregation deal

Published

38 minutes ago

July 15, 2026

Wladimir P.

setantabet-picks-luckystreak-for-live-dealer-and-casino-aggregation-deal

LuckyStreak, the live casino and content aggregation provider, has agreed a partnership with SetantaBET, the gaming and betting arm of leading sports media and entertainment business Setanta Sports.

The partnership gives the broadcaster-backed operator access to LuckyStreak’s live Roulette, Blackjack and Baccarat, plus more than 6,000 casino games from over 60 providers through a single integration.

The companies said the rollout is planned to launch prior to the 2026 World Cup and follows SetantaBET’s launch in Georgia, as the operator looks to scale using the wider Setanta Sports ecosystem.

Ady Totah, CEO and Co-founder of LuckyStreak, said: “SetantaBET is a new and fast-growing operator backed by the strength, reach and reputation of the Setanta brand. Their ambitions for the business are clear, and through LuckyConnect and our live dealer portfolio, we’re giving their players access to a diverse portfolio of thousands of world-class games through a single integration, while equipping their team with the content, flexibility and scalability needed to support growth across multiple markets.

Combined with our operational expertise and industry experience, we believe this creates a strong foundation for a successful long-term partnership. We’re proud that SetantaBET chose LuckyStreak as their launch content partner, and we look forward to helping the business realise its ambitions in the years ahead.”

Tamar Badashvili, CEO at SetantaBET, added: “We are excited to partner with LuckyStreak and further strengthen SetantaBET’s casino offering. This collaboration allows us to expand our game portfolio with content from leading providers and deliver even more entertainment and choice to our players.”

The post SetantaBET picks LuckyStreak for live dealer and casino aggregation deal appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

Abrajogo

SCCG Management Launches Dedicated SCCG Brazil Division with Local Partner Thomas Carvalhaes

Published

38 minutes ago

July 15, 2026

GamingAmericas.com

sccg-management-launches-dedicated-sccg-brazil-division-with-local-partner-thomas-carvalhaes

New entity positions SCCG to serve international operators, investors, and technology providers entering Latin America’s largest regulated gaming market.

SCCG Management announces the formation of SCCG Brazil, a dedicated advisory entity built to serve the Brazilian gaming and iGaming market. The new division is led jointly by SCCG founder Stephen A. Crystal and Thomas Carvalhaes, a veteran of Brazil’s gaming ecosystem, who joins as Partner and co-manager of the operation.

The launch follows SCCG’s May 2026 establishment of its broader Latin American division and Miami office, which anchored the firm’s expanded presence across Spanish-speaking markets. Brazil, with its distinct regulatory framework, Portuguese-language market, and scale, has always warranted a dedicated approach. SCCG Brazil is that approach.

Why Brazil, why now

Brazil’s newly regulated gaming market is now the largest in Latin America and one of the fastest-growing in the world. In its first year under Law No. 14,790/2023, the regulated sector generated an estimated BRL 37 billion in gross gaming revenue, with 79 licensed operators serving approximately 25 million active bettors. The government collected close to BRL 10 billion in tax revenue, far exceeding initial projections. Market analysts project the sector to surpass USD 9 billion in annual revenue by 2033.

This is not a new market for SCCG. The firm has maintained a presence in Florianopolis, Brazil for nearly two decades, supporting clients across sports betting, iGaming technology, and gaming infrastructure. What has changed is the regulatory clarity. With the Secretariat of Prizes and Bets (SPA) now fully operational under the Ministry of Finance and a permanent licensing framework in place, Brazil has moved from a high-potential gray market to a structured, investable, and compliance-driven environment.

“We have been working in Brazil longer than most people realize. The difference now is that the market has caught up to where we always believed it would go. With Thomas on the ground and our global network behind him, SCCG Brazil is built to move at the speed this market demands.”

— Stephen A. Crystal, Founder and CEO, SCCG Management

Leadership on the ground: Thomas Carvalhaes

Thomas Carvalhaes is a senior executive, board advisor, and one of the most influential strategists behind the consolidation of the sports betting and iGaming landscape in Latin America. As the CEO and Founder of TC iGaming Advisors and a founding advisory board member for Next.io LATAM, Thomas brings over 15 years of continuous leadership to the sector, specializing in market entry strategies, operational excellence, and complex regulatory compliance for global Tier-1 operators.

Throughout his career, he has steered multi-million dollar operations and commercial pipelines through evolving jurisdictional frameworks, having served as Country Manager and CEO for Stake in Brazil, alongside key leadership and strategic roles at Betway, LeoVegas, Hero Gaming, and Salsa-Betmotion. His expertise merges sharp regulatory intelligence with localized, high-performance business development, including the structuring and integration of innovative fintech solutions and instant localized payment frameworks such as the Pix ecosystem.

Thomas is a founding member of ABRAJOGO (Brazilian Gaming Association), playing an active role in driving industry-wide ethical standards and operational sustainability. Trilingual and fluent in English, Portuguese, and Spanish, he is a globally recognized industry voice who frequently features as a keynote speaker and panel moderator at the world’s premier gaming summits, including the SBC Summit, EGR, and SiGMA.

What SCCG Brazil does

SCCG Brazil will operate across SCCG Management’s established advisory workstreams, tailored for the Brazilian context:

Strategic Advisory: Regulatory navigation, market entry strategy, and M&A advisory for operators and investors targeting Brazil’s licensed market.

Capital Introductions: Connecting Brazilian gaming companies with international investors, and international operators with Brazilian capital and strategic partners.

Commercial Partnerships: Facilitating technology supplier, affiliate, and white-label distribution agreements between SCCG’s global client portfolio and Brazilian operators.

International Expansion: Supporting Brazilian operators looking to expand into other regulated markets across Latin America, Europe, and North America.

“Brazil’s regulated market has moved from potential to proof, generating billions in its first year under a fully structured licensing framework. International operators and investors need a partner who has navigated this market from the inside, through the regulatory buildout, the payment infrastructure, and the commercial realities on the ground. SCCG Brazil is that partner.”

— Thomas Carvalhaes, Partner, SCCG Brazil

The formation of SCCG Brazil reflects three converging forces. First, regulatory maturity: Brazil’s licensing regime is permanent, the SPA is actively enforcing compliance, and over 25,000 unlicensed sites have been blocked. Second, market scale: with a population exceeding 200 million and mobile penetration driving nearly all betting activity, Brazil offers the largest addressable audience in the region. Third, international demand: SCCG’s global client portfolio includes dozens of technology providers, platform operators, and investors actively seeking structured pathways into the Brazilian market.

SCCG Brazil operates as a division of SCCG Management, the gaming industry’s global advisory firm. With more than 30 years of experience, over 120 active client-partners worldwide, and offices spanning North America, Latin America, Europe, Africa, and Asia, SCCG provides end-to-end advisory services across iGaming, sports betting, sweepstakes, tribal gaming, and casino technology.

For partnership inquiries or to schedule a meeting, contact SCCG Management at sccgmanagement.com or reach Stephen Crystal directly via WhatsApp at +1 (725) 502-5033.

Explore SCCG Brazil’s full workstream breakdown, market data, and newsletter sign-up at sccgmanagement.com/sccg-brazil.

The post SCCG Management Launches Dedicated SCCG Brazil Division with Local Partner Thomas Carvalhaes appeared first on Americas iGaming & Sports Betting News.

Awards

Esportes Gaming Brasil takes two ClienteSA Awards 2026 wins; exec named Personality of the Year

Published

3 hours ago

July 15, 2026

Wladimir P.

esportes-gaming-brasil-takes-two-clientesa-awards-2026-wins;-exec-named-personality-of-the-year

Esportes Gaming Brasil (EGB), the group behind the Esportes da Sorte, Onabet and Lottu brands, has won Gold and Silver at the ClienteSA Awards 2026, held during the ClienteSA X-Summit 2026.

EGB said it won Gold in the Customer Success category for its case study, “Customer Success through Responsible Gaming and Intelligent Monitoring”, and Silver in the Customer Service Operations category for its case study, “From Startup to Maturity”.

Maria Neves, Director of Customer Experience, Customer Support and Reputation Channels, was also named Personality of the Year, an award that recognises leaders in customer experience management in Brazil. “This recognition validates the work of many people, built through listening, team development and a commitment to delivering the best possible customer experience. In a constantly evolving market, putting the customer at the centre of every decision is fundamental to the way we operate,” Neves said.

EGB executives also took part in the summit programme. Neves moderated a panel titled “Responsible Gaming as Part of the Customer Experience Journey,” featuring Carol Luna, Head of Compliance at the company, and Ricardo Magri, co-founder of the Brazilian Support Company for Compulsive Gambling (EBAC), which EGB described as a partner organisation.

During the session, the panellists discussed Brazil’s regulated betting market and how customer service, compliance and responsible gaming processes are being positioned as part of a safer customer journey. EGB highlighted initiatives including specialist support teams trained to identify signs of customer vulnerability, self-exclusion tools, platform usage limits and referral processes to specialist partner organisations.

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