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.

EU gambling policy

Romania Proposes Raising Gambling Age to 21 and Restricting Online Advertising

Published

2 hours ago

November 5, 2025

Zoltan Tundik

romania-proposes-raising-gambling-age-to-21-and-restricting-online-advertising

Reading Time: 2 minutes

Romanian lawmakers have introduced new legislative proposals aimed at tightening gambling access and advertising rules, particularly to protect young people. The bills, submitted by MPs Raluca Turcan (PNL) and Diana Stoica (USR), would raise the minimum legal gambling age from 18 to 21 and restrict online gambling advertising between 06:00 and 24:00.

Under the proposals, individuals under the age of 21 would be prohibited from participating in gambling activities, while gambling ads would be banned across online platforms during daytime hours. The legislation also seeks to outlaw the use of influencers, athletes and public figures in gambling promotions.

Protecting young audiences

“We have an obligation to protect our children from the threat of gambling,” said USR deputy Diana Stoica, citing studies showing early exposure to slot machines and online betting among Romanian minors. According to Stoica, brain development, particularly in areas linked to impulse control and decision-making, continues until around the age of 21, making younger individuals more vulnerable to gambling addiction.

“One in four adolescents has played on these so-called ‘machines of death’ before turning 18,” she added, arguing that the legislation is a necessary step to reduce risks.

Aligning with European trends

PNL deputy Raluca Turcan called the proposed age increase a “simple change with deep effects,” noting that countries including Portugal, Greece and Moldova have adopted similar measures. She highlighted that individuals aged 18 to 21 often face increased financial pressure and impulsivity as they enter adulthood, making them a key target group for gambling marketing.

“By raising the age threshold, we protect young people during a vulnerable stage,” Turcan stated, referencing international examples where similar policies reportedly reduced early-age indebtedness and problem gambling cases.

Tighter ad rules and warning messages

The draft legislation further proposes:

A complete ban on online gambling advertising between 06:00 and 24:00
A ban on influencer and public-figure participation in gambling promotions
Mandatory visible harm-prevention warnings across digital and physical gambling environments, modeled after tobacco and alcohol regulation

The measures would amend Romania’s existing legal framework under Emergency Ordinance 77/2009.

What comes next

The bills will now proceed through the legislative process, including debate and committee review. If adopted, the changes would introduce some of the most restrictive gambling-advertising and access rules in the region.

The initiatives reflect an ongoing trend across Europe, where regulators are increasing focus on consumer protection, youth safeguards, and advertising limitations in the gambling sector.

The post Romania Proposes Raising Gambling Age to 21 and Restricting Online Advertising appeared first on European Gaming Industry News.

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.”

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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.”

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