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.

AGCCS

AskGamblers Casino Complaint Service Returns Over $2.8M to Players in Q3 2025

Published

2 days ago

November 3, 2025

Niji Narayan

askgamblers-casino-complaint-service-returns-over-$2.8m-to-players-in-q3-2025

Reading Time: < 1 minute

AskGamblers Casino Complaint Service (AGCCS) has a successful Q3 in 2025, helping players recover over $2.8 million and exceeding last year’s numbers.

The Q3 2025 numbers are out, showcasing the results achieved by the AskGamblers Casino Complaint Service. The report highlights the most important accomplishments between 1 July and 30 September.

In the previous quarter, the AGCCS team helped 2807 users get their funds from online casinos and sportsbooks, returning $2,813,351 in total. The team received exactly 3881 complaints that affected 960 operators and affiliates.

Things aren’t always running smoothly. Even if a complaint gets rejected, the users walk out satisfied with the service they’ve received. One of AskGamblers’ players ended up receiving the money from the casino, even though their complaint was rejected initially:

“I just wanted to let you know that the funds have been successfully returned to my account. Thank you a thousand times – I’m certain that without your help, this wouldn’t have been resolved so quickly.”

The AGCCS is actively working on sports betting complaints, too, returning $53,633 in Q3 to bettors all over the world. During this period, they’ve managed to break a record in the number of resolved complaints (1013).

Dijana Radunović, General Manager at AskGamblers, said: “Props to our AGCCS for doing an awesome job, staying at the forefront and being there for players. It’s a joy to see our users happy, wishing to send tips and buy us lunch. Even though we have to reject that (unfortunately), this just shows the commitment of our team to our players, which will continue in the future.”

The post AskGamblers Casino Complaint Service Returns Over $2.8M to Players in Q3 2025 appeared first on European Gaming Industry News.

Google

YouTube’s strengthened approach to online gambling and graphic violence in gaming

Published

5 days ago

October 31, 2025

Niji Narayan

youtube’s-strengthened-approach-to-online-gambling-and-graphic-violence-in-gaming

Reading Time: 2 minutes

YouTube has announced that it will strengthen enforcement of its community guidelines on violent gaming and online gambling content, starting on 17 November.

“Starting on November 17th, 2025, we’ll be strengthening enforcement of our Community Guidelines around online gambling and graphic violence in gaming.

“Our policies are designed to evolve alongside the digital world. We’re making these updates to keep pace with new trends, like gambling with digital goods, and to more closely align our guidelines for mature content with industry standards.

Here’s a Summary of What’s Changing:

Online Gambling Content

“Our current policy prohibits content that directs viewers to online gambling sites or applications that are not certified by Google. We’re expanding our enforcement to now cover online gambling with additional items that have monetary value, including digital goods (e.g. video game skins, cosmetics and NFTs).”

Social Casino Content

“We’re updating our approach to casino-style games where nothing of real-world monetary value is wagered or cashed out. Content that depicts, promotes, or facilitates social casino sites will now be age-restricted.”

Graphic Gaming Content

“In addition to our existing guidelines around graphic gaming content, we will age-restrict an additional small subset of video game content featuring realistic human characters that focuses on scenes of torture or scenes of mass violence against non-combatants. We’ll consider several factors when reviewing this type of content such as:

• Duration – If the graphic scene is sustained (rather than fleeting). For compilation videos, we’ll now consider the cumulative duration of all of the graphic clips combined.

• Prominence – If the violent imagery is zoomed-in or the main focus of the scene

• Realistic human characters – If the violence is happening to a character that looks like a real human.”

“We expect most channels will experience little to no impact but we know this is a lot of information, and we want to ensure you have time to adapt.

Existing videos. Content uploaded before November 17, 2025, that violates these guidelines may be removed or age-restricted, but will not result in a strike. Remember, age-restricted videos can stay on your channel for 18+ audiences.”

“Making edits: For creators who have content that’s in-scope of these updates, you may be able to edit your video description or use our video editor trim or blur tools to make any necessary changes before November 17, 2025.

Notifications: If we age-restrict or remove your content, we’ll notify you by email. If you disagree with the decision, you can always choose to appeal.”

The post YouTube’s strengthened approach to online gambling and graphic violence in gaming appeared first on European Gaming Industry News.

Eamonn O’Loughlin

Superbet Appoints Sacha Dragic as Sole CEO

Published

5 days ago

October 31, 2025

Niji Narayan

superbet-appoints-sacha-dragic-as-sole-ceo

Reading Time: 2 minutes

Starting January 1, 2026, Sacha Dragic will become sole CEO of Superbet, while Jimmy Maymann will return to the Board of Directors. As part of the new leadership structure and also effective as of January 1, 2026, Albert S., current Group COO, will take on the role of Deputy CEO, aligning strategy and driving execution across the organisation.

At the same time, Eamonn O’Loughlin, current CCO International, will take on the role of Chief Operating Officer, expanding his responsibilities to lead customer Operations and Partnerships across the Group, while retaining commercial leadership for markets outside CEE.

Sacha Dragic, Founder and incoming CEO of Superbet Group, said: “I want to recognize Jimmy Maymann, whose leadership and partnership have shaped much of our progress to date. Over the past couple of years, we have achieved remarkable results, advancing our product and technology capabilities, strengthening our position in key markets, and building a culture of financial discipline and accountability. This planned evolution of our leadership team marks a natural step in our growth journey. It reflects the maturity of our organization and our ambition to push forward, positioning Superbet for the next phase of sustainable global expansion.”

Jimmy Maymann, incoming Member of the Board, Superbet Group, said: “When Sacha first asked me to join the Board three years ago, our ambition was made clear: to transform Superbet into a global challenger built on world-class product and technology platform. It was necessary to accelerate that change from within, and I took the lead on that chapter of transformation.

“Together, we have achieved a lot: launching Brazil, growing our actives, revenue and EBITDA while strengthening our product and tech stack, and now, with the migration of Romania to our own platform, we are nearing completion of our first phase of transformation. As we prepare for the next phase, simplifying how we operate will help us move even faster, with a single-threaded leader, our founder, Sacha Dragic.

“It’s been a privilege to work with Sacha and the whole Superbet team and I’ll continue to do so as an advisor and as part of the Group’s Board. This is a great company with a huge potential ahead and I’ll stay engaged and help see it materialize.”

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