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.

21.com

21.com launches online casino and sportsbook led by ex-BetVictor CEO Michael Carlton

Published

11 hours ago

June 16, 2026

Wladimir P.

21.com-launches-online-casino-and-sportsbook-led-by-ex-betvictor-ceo-michael-carlton

21.com has launched as an online casino and sportsbook, naming industry veteran Michael Carlton as Founder & CEO, the company said on 16 June 2026.

The operator said it is targeting a range of global jurisdictions and plans to differentiate through a “modern technology stack” and “AI-centric operations.” It did not disclose target markets, licensing status, launch territories, or product partners.

Carlton previously served 13 years at EY as a Chartered Accountant before entering gaming in 1997, according to the company. He later spent 17 years as CEO of BetVictor and has since invested in betting and gaming companies.

Carlton said 21.com is being built without legacy platform constraints. “Having started in the gaming industry prior to the launch of the internet and then having the privilege of being involved as the industry evolved and adapted to the opportunities, there is now a further revolution occurring with the power created by embracing AI helping us to move faster and tailor personalised experience to the player.

“One of 21.com’s greatest strengths is that it is being developed for the current market, rather than an after-thought adaptation of an existing one. Many operators have been around for a long time and continue to be defined by legacy platforms and pre-crypto payment customer journeys that existed long before the modern technical tools that exist now became a reality. 21.com has embraced AI to deliver unparalleled customer experiences.

“With a team of industry leading experts with the motivation and ability to achieve our goals but without any legacy systems, 21.com is able to take advantage of new technologies to become a market leader in the gaming industry”.

The company also set aggressive commercial targets. “21.com will be one of the top three operators in every market it operates and in the world within two years,” Carlton said.

The post 21.com launches online casino and sportsbook led by ex-BetVictor CEO Michael Carlton appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

Alex Scott Chief Product Officer at Tequity

Tequity appoints Alex Scott as Chief Product Officer

Published

12 hours ago

June 16, 2026

Wladimir P.

tequity-appoints-alex-scott-as-chief-product-officer

Former Microgaming poker MD and ex-WPT Global president joins as supplier pushes regulated-market expansion and new verticals.

Tequity has appointed Alex Scott as Chief Product Officer, adding a long-time iGaming executive to lead product vision and oversee the product lifecycle from conception to market launch.

Scott has more than 20 years of experience in the sector. He previously served as Managing Director of Poker at Microgaming and later led WPT Global as President.

The hire comes as Tequity expands its product structure, including the recent launch of Tequity Exclusives, a vertical for custom-built games that sits alongside its RGS, Originals and Publishing divisions. The company also said it has completed BMM Testlabs certification for its RNG and the first batch of Tequity Originals titles as it targets regulated markets.

Alex Scott, Chief Product Officer at Tequity, said: “Tequity is pushing the boundaries of what is possible in iGaming by harnessing the power of technology to streamline and elevate game development.

“It is an incredibly exciting time to join the team. I look forward to leading the product vision across our expanding divisions to deliver next-generation casino content to operators worldwide.”

Krzysztof Opałka, CEO at Tequity, said: “We are thrilled to welcome Alex to the team as we continue to move the business forward at pace. His two decades of industry leadership and pioneering, hands-on experience with AI-driven casino games make him the perfect fit to lead our product strategy.

“With our rapid recent progress across all of our divisions, his expertise will be invaluable in maximising the impact of our portfolio.” Scott will attend iGB Live in London next month as part of Tequity’s team.

The post Tequity appoints Alex Scott as Chief Product Officer appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

adtech

Media Troopers adds AI automation tool to Media Cruiser DSP

Published

3 weeks ago

May 27, 2026

Wladimir P.

media-troopers-adds-ai-automation-tool-to-media-cruiser-dsp

Media Troopers has added a new artificial intelligence feature to its proprietary media buying platform, Media Cruiser DSP, introducing an automation layer called Automation Rules.

The company said Automation Rules is a rules-based automation engine designed to optimise campaigns using real-time data. Media Troopers said the tool can support actions including setting price ranges, highlighting and pausing underperforming metrics, creating exclusion filters, and adjusting bids without prior manual intervention.

Media Troopers positioned the release as a way to increase output while reducing operational costs, describing the workflow as “a single click” to apply automation.

Shmulik Segal, Chief Executive of Media Troopers, said, “Media Troopers is always looking to improve its systems to ensure that clients have the best technology available to help enhance their campaigns while also saving them time. This new AI feature is sure to be a game-changer among customers when it comes to increasing marketing output by taking on board and managing client data around the clock.”

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