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.

AI

Despite AI’s Rise, Fraud Teams Keep Growing — SEON 2026 Report

Published

1 day ago

March 4, 2026

Wladimir P.

despite-ai’s-rise,-fraud-teams-keep-growing-—-seon-2026-report

SEON, the command centre for immediate Fraud Prevention and AML Compliance, has unveiled AI Reality Check: 2026 Fraud & AML Leaders Report, the second iteration of its sector research, derived from a worldwide survey of 1,010 leaders in fraud, risk, and compliance spanning payments, fintech, financial services, retail, eCommerce, and gaming.

The figures reveal an unforeseen narrative: AI is ubiquitous, yet operations are not becoming easier to manage. Currently, 98% of organizations utilize AI in fraud and AML processes, with 95% expressing confidence in its effectiveness; meanwhile, headcount plans rose from 88% to 94% year-over-year, and 83% anticipate budget increases in 2026.

Complexity Is Surpassing Automation

AI has not lessened the workload — it has revealed the extent of work that has always existed. Fraud losses are increasingly approaching revenue growth, threats are advancing more rapidly, and disjointed systems restrict the true potential of AI at scale. Key year-over-year shift:

Leadership’s confidence in their teams’ performance is lagging. The number of leaders who disagreed with the statement, “fraud losses are growing faster than revenue,” dropped by almost 40% from the previous year

Inside the Numbers:

AI is baseline, not experimental

98% already integrate AI into daily workflows (only 2% still planning)
95% are confident AI can detect and prevent fraud (52% very confident)
Top use case: AI/ML for transaction monitoring (30%)

Fraud and AML investment keeps climbing

83% expect fraud/AML budgets to increase in 2026
94% plan to add at least one full-time hire (up from 88% in 2025)
85% plan to add a vendor, 49% plan to replace one

Fragmentation is the bottleneck

95% claim “some integration” between fraud and AML systems
Only 47% run fully integrated workflows; the rest rely on partial connections
80% say getting a unified view of data is challenging

For many, time-to-value remains slow

Only 10% go live in under two weeks
38% take 1–3 months, 24% take 4+ months
When implementations run long, top impacts include increased costs (52%) and prolonged fraud exposure (47%)

Teams are growing, not shrinking

94% plan to increase headcount despite automation gains
85% see AI agents as support/augmentation, not replacement (only 12% see eventual replacement)

Top fraud threats reported:

Account takeovers: 26%
Promo/discount abuse: 18%
Return fraud: 18%

“Fraud and financial crime were supposed to become more manageable as AI matured,” said Tamas Kadar, CEO and co-founder, SEON. “Instead, 2026 is the year leaders are confronting a more complicated reality. AI adoption is real, confidence is high, but the scale and pace of fraud — compounded by fragmented systems — continue to drive increased investment rather than reduced overhead. The bottleneck is no longer whether AI works. It’s everything around it: disconnected data, siloed teams, slow implementations. The organisations that pull ahead will be the ones that unify fraud and AML intelligence, shorten the distance between threats and controls, and treat integration as strategy, not plumbing.”

Fast-Growing Companies Invest in Integration Early

Organisations growing 51%+ are nearly twice as likely as slower peers to report that achieving unified visibility is “not very challenging.” They treat integration as infrastructure, not an IT project.

What’s Next: From “Does AI Work?” to “Can We Trust It?”

With adoption near-universal, the conversation is shifting to governance, explainability and accountability:

78% say decentralised digital identity will become central to fraud/AML
33% cite data privacy regulations (GDPR, CCPA) as the biggest external force shaping AML
25% point to criminals’ advancing use of AI and obfuscation techniques

The post Despite AI’s Rise, Fraud Teams Keep Growing — SEON 2026 Report appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Ashley McCulloch Vice President North America at Evoplay

Evoplay Names Ashley McCulloch Vice President North America

Published

1 day ago

March 4, 2026

Wladimir P.

evoplay-names-ashley-mcculloch-vice-president-north-america

Evoplay, the acclaimed game development studio, has named Ashley McCulloch as Vice President North America, strengthening its strategic emphasis on growth throughout the US and Canada.

McCulloch has over 15 years of experience that includes land-based, VLT, and online gaming. She has occupied high-level commercial positions at IGT and Light & Wonder and most recently worked as Director of Account Management North America at Inspired Gaming Group, where she led strategic account development and assisted with new market entry projects.

In addition to her commercial success, McCulloch serves as a board member for Women in Sports and Events, is part of Global Gaming Women, and was recognized in the 2024 Emerging Leaders in Gaming 40 Under 40, highlighting her influence in the industry.

At Evoplay, McCulloch will lead partnerships, regulatory licensing, product launches, and broader business development efforts as the provider speeds up its growth in the North American market.

Evoplay has secured a significant presence in the area, launching in Ontario via collaborations with prominent operators in the province, such as BetMGM and Caesars Entertainment.

In November 2025, Evoplay made a notable initial move into the United States by joining the lottery sector in Washington DC, establishing a connection to the US online gaming landscape.

With McCulloch’s hiring, the company aims to leverage this momentum and continue its expansion throughout regulated US states.

Ivan Kravchuk, CEO at Evoplay, said: “North America represents one of the most exciting growth opportunities for Evoplay, and Ashley McCulloch’s appointment is a major step forward in realising our ambitions in the region.

“Her extensive experience across land-based and online gaming, combined with her track record in commercial strategy, makes her the ideal person to lead our efforts as we scale.”

Ashley McCulloch, Vice President North America at Evoplay, added: “I’m very excited to be joining the Evoplay team at such a pivotal moment in its growth journey.

“The studio has built a strong reputation for high-quality content, and I look forward to developing partnerships and driving sustainable growth across North America.”

The post Evoplay Names Ashley McCulloch Vice President North America appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Africa

VeliGames Secures SiGMA Africa’s Industry Rising Star Award

Published

1 day ago

March 4, 2026

Wladimir P.

veligames-secures-sigma-africa’s-industry-rising-star-award

VeliGames, a game aggregation platform from VeliTech, has received the Industry Rising Star award at the SiGMA Africa 2026 Awards, highlighting the platform’s swift innovation and significant influence on African iGaming.

The Industry Rising Star award highlights a developing company that displays remarkable potential, creativity, and influence, rapidly positioning itself as a forthcoming leader in the iGaming sector. It emphasizes VeliGames’ dedication to providing not just a content pipeline, but also genuine innovation and a comprehensive growth engine for operators in developing markets.

“Winning the SiGMA Africa Award for Industry Rising Star 2026 is a proud moment for our team. From day one, we built VeliGames with African operators in mind, combining local-fit content, practical tooling, and pricing that makes sense on the ground. We back it all up with hands-on operational know-how from working in the region. That’s what being a true content partner looks like.” Irakli Kakhidze, CEO at VeliGames.

Tailored for Africa’s infrastructure challenges, device characteristics, and user habits, VeliGames provides a performance-oriented casino content layer aimed at thriving in areas where conventional, high-bandwidth aggregation methods struggle. Rather than solely competing based on catalogue size, VeliGames prioritizes the key factors that genuinely contribute to casino success in Africa: speed, accessibility, conversion, and session stability.

The platform delivers content in a highly efficient, mobile-centric setting designed to function dependably amid variable connectivity, restricted device storage, and brief gaming sessions, assisting operators in ensuring seamless gameplay and enhanced player experiences on a larger scale.

Alongside curated third-party titles, the platform includes exclusive in-house content:

VeliPlay: bold, crash-and-fast titles built for immersion, retention, and high replay value
Heaven of 7: high-impact slot content designed for strong engagement, session after session

Visit VeliTech at Stand 096 from March 3-5 to learn why VeliGames was honored as the Industry Rising Star. Discover live game demonstrations, witness performance features in action, and learn how operators can create unique iGaming brands with a platform designed for regional requirements.

The post VeliGames Secures SiGMA Africa’s Industry Rising Star Award appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.