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.

BetBlocker

New Turkish-language tool from BetBlocker extends service to 90 million additional people

Published

3 days ago

February 25, 2026

Wladimir P.

new-turkish-language-tool-from-betblocker-extends-service-to-90-million-additional-people

Gambling harm prevention charity BetBlocker today reveals the extension of their award-winning assistance into Turkish.

In 2025, BetBlocker saw a tremendous increase in support, with more than three hundred thousand individual users initiating a block throughout the year. This significant level of engagement has been made possible by the diverse array of languages into which the charity has translated its assistance.

Yesilay, the main Turkish support service, reports that requests for help with gambling are now surpassing those for alcohol, drugs, or tobacco, alongside significant uptake and harm among youth, making the launch of Turkish language support timely and relevant.

Founder and Trustee for BetBlocker, Duncan Garvie, offered these comments: “BetBlocker is genuinely excited to roll out our second language expansion of 2026.

We’ve experienced phenomenal uptake of the service over the last 12 months and figures hare steadily rising. One of the biggest drivers of that growth has been improving the accessibility of our support by meeting users where they are and offering support in the language that they’re most comfortable accessing in.

Alongside Turkey itself, there are substantial Turkish speaking communities across Europe, the Middle East and North America. It is our hope that this evolution of BetBlocker will ensure that a deeper level of support is available more widely across the Turkish diaspora.

BetBlocker would like to offer our deepest thanks to Fatmatuz Zehra Pehlivan, a Clinical Psychologist and researcher, who volunteers Green Cresent in the field of addiction treatment. Fatmatuz volunteered her time to help translate our app, and every Turkish language user we support owe her their thanks for the donation of her time and expertise.

As with many of the communities BetBlocker now supports, we would not be able to reach so many people without the kindness and generosity of field experts like Fatmatuz.”

The post New Turkish-language tool from BetBlocker extends service to 90 million additional people appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Anastasia Rimskaya Chief Account Officer at Aviatrix

Aviatrix Launches New Loot Boxes to Deepen Progression and Reward Paths

Published

3 days ago

February 25, 2026

Wladimir P.

aviatrix-launches-new-loot-boxes-to-deepen-progression-and-reward-paths

Aviatrix has launched a new Loot Box feature for its premier crash game, presenting collectible rewards, free bets, and progression bonuses aimed at boosting long-term player engagement.

Loot Boxes are granted through a daily rewards mechanism, with players obtaining them according to their in-game actions and advancement. Every box holds a variety of rewards, such as aircraft skins, complimentary bets, and aviation experience points.

The feature enhances Aviatrix’s developing loyalty system, providing players with fresh options to personalize their aircraft and earn rewards through continuous engagement.

Anastasia Rimskaya, Chief Account Officer at Aviatrix, said: “Loot Boxes are part of our wider vision for Aviatrix as a connected multi-game universe. As we expand our iGaming Metaverse, features like Loot Boxes add another meaningful layer to how players build their profile, customise their aircraft and earn rewards across the ecosystem.”

Unveiled in February, the Aviatrix iGaming Metaverse signifies the supplier’s shift from a standalone crash game to an integrated multi-title ecosystem.

Starting with the imminent debut of Aviatrix Second Chance and continuing with upcoming titles like Aviatrix Fruits and Aviatrix Mines, every game will utilize a single integrated player profile, progression system, and rewards and achievements framework.

The post Aviatrix Launches New Loot Boxes to Deepen Progression and Reward Paths appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Alec Gehlot Chief Executive Officer at PlaySignal

PlaySignal Debuts: Alec Gehlot’s New Sophisticated Responsible Gaming Platform

Published

3 days ago

February 25, 2026

Wladimir P.

playsignal-debuts:-alec-gehlot’s-new-sophisticated-responsible-gaming-platform

Alec Gehlot, previous senior executive at Optimove, has introduced PlaySignal, a responsible gaming platform aimed at assisting operators in identifying and addressing player risk promptly.

PlaySignal employs a traffic-light system featuring green, amber, and red signals to steer player conduct and indicate when behaviors start to enter higher-risk areas. The platform seeks to minimize avoidable exclusions by offering operators enhanced visibility of rising risks, while simultaneously giving players more understanding of how their actions are evaluated.

Leveraging behavioural analytics, PlaySignal tracks player actions during gameplay and displays information as distinct signals. This allows teams to act earlier and react more appropriately as risk evolves.

The product connects with current operator systems to assist responsible gaming, CRM, and compliance teams by providing a unified view of activities, encouraging a more uniform strategy among teams as regulatory demands grow in important markets.

Building on his time at Optimove, where he collaborated with operators on segmentation, retention, and user engagement, Gehlot recognized a demand for innovative tools to enhance player protection as regulatory and tax pressures mount in regulated markets.

The company launched PlaySignal at ICE earlier this year, where it was a contender in the Innovators Challenge, and initiated talks with operators in various markets. The initial launch will concentrate on the UK prior to global expansion.

Alec Gehlot, Chief Executive Officer at PlaySignal, said: “Regulation and taxation are only moving in one direction, and operators need new tools to adapt. Player protection can no longer be treated as a compliance obligation; it has to become a competitive differentiator.

“Regulated operators are under real pressure, particularly in the UK, and we believe giving them earlier visibility of risk is essential not just for protection, but for long-term sustainability.”

The post PlaySignal Debuts: Alec Gehlot’s New Sophisticated Responsible Gaming Platform appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.