Industry News
The customer is always right
Carl Degiorgio, COO at PressEnter Group, says that customer service is a powerful differentiator that most operators are not currently taking advantage of
Online casino operators such as PressEnter Group go to great lengths to ensure their brand delivers more value than those of their rivals. To do this, many focus on areas such as marketing, bonusing and the slots and games stocked in their lobbies.
But one of the most powerful ways to differentiate is also one of the most underestimated, and that is customer support.
Customer support is one of the most vital departments when it comes to the success of any company but especially an online casino. In an industry where creating a unique yet sustainable competitive advantage is challenging, this can be a key differentiator.
Customer service is so important because it is often the first point of contact for customers. It is where they go when they are considering signing up for the first time but have a question, need assistance during their time at the casino or if they have had a bad experience and are going to close their account.
This makes it a fundamental part of the overall player experience, and if run correctly can be used to convert more players, boost retention and drive cross-sell.
A blueprint for top-level customer support:
At PressEnter Group, we believe that good customer support comes down to providing the right information at the right time, but gold standard customer support requires going a step further.
At a minimum, players expect to be able to speak with agents at all times so this means offering 24/7 customer support across all channels – live chat, email, telephone, etc. Agents must be highly trained, and not only meet but exceed customer expectations always.
The philosophy of doing whatever it takes to ensure the player is happy and to make them feel valued needs to be embedded in the company culture and be applied to all departments and not just customer support.
Delivering the highest level of customer support is not without its challenges:
Just like any department within an online casino operator, customer support has many challenges to face and overcome. The main hurdle is hiring the right people for the job – customer service can be testing at times and to be a good agent requires talent and training.
For global operators, it is important to hire agents that speak different languages – as we all know, localisation is key to the success of an online casino. But it is just as important to train agents and to continue to help them develop and grow.
The only way to ensure agents meet the standards set by the company is to employ the best talent in the industry, and again that can be easier said than done. But by providing the right working environment, training and incentives, it can be done.
This is vital for operators that are active in multiple markets, as they have additional complexities to contend with. The greatest of these is the need to hire talent that can speak the local language and ensure that agents are available at all times despite the different time zones.
This is why PressEnter Group has hired a scheduling coordinator who is responsible for managing customer service agent rotas based on the expected traffic at different times of the day, on different days and in each of the jurisdictions where we are active.
Leveraging the latest technologies:
While having a talented and trained team of agents is key to customer support, so too is the technology used to deliver the service to players. In most cases, operators will use a third party for this, and, in our experience, it is vital to undertake due diligence prior to entering an agreement.
Operators need to ensure their chosen partner is robust and reliable and that they can scale in line with their own growth plans.
The latest technologies need to be combined with seamless processes and training. Beyond covering the basics, training should be wide in scope and granular in execution if support agents are to achieve the highest possible standards of service and reflect the brand’s image and core values.
Having the right processes in place ensures there is organisation within the department. This is especially important when scaling rapidly as PressEnter Group has – without clearly defined processes, there is a risk of generating chaos which in turn will negatively impact customer support.
PressEnter Group puts such importance on processes, organisation and training that we have a dedicated training coordinator as well as a QA specialist.
Customer service and responsible gambling:
Customer support is not only vital to acquisition, retention and delivering a superior player experience, it is also a powerful responsible gambling tool.
While licensed operators such as PressEnter Group offer the tools and information that players need to stay in control of their play, nothing beats the direct line of communication that customer support agents have with our customers.
They are able to observe playing patterns, monitor communications and make interventions as and when required. And they can do this with a personal touch.
The basics of customer support are the same for all operators, so to use this aspect of online casino to stand out they need to dare to do things a bit differently. You might not get it right the first time around, but over time it will lead to stand-out customer service.
At PressEnter Group, we have learned to master the basics and now put our own unique twist on customer support. This sets us aside from our rivals and is reflected in our customer satisfaction scores, which are way above the industry average.
There is minimal differentiation when it comes to games and payment methods being offered by operators, yet the customer service delivered by staff members simply cannot be replicated by other brands and this must be capitalised on.
Those that do will not only elevate the customer experience, but they will take player acquisition, retention and loyalty to the next level.
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ANESAR
ANESAR Holds its 43rd Ordinary General Assembly
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The Spanish Association of Gaming and Recreational Hall Entrepreneurs (ANESAR) has held its 43rd Ordinary General Assembly this Tuesday, November 4, in the Carlos Ferret Salat room of CEOE, in Madrid, where it once again brought together a large representation of members, in a meeting marked by reflection, collaboration and the firm will to continue working with data, arguments and responsibility.
Following the institutional opening by Javier Calderón, Director of Companies and Organisations of CEOE, aspects of mandatory statutory compliance were addressed, such as the approval of minutes, the explanation and approval of accounts and budgets, or the approval of the Annual Report of Activities.
Next, José Vall presented the president’s report, in which he emphasised that, although political decisions are often difficult to understand, “our duty is to continue providing arguments and evidence to defend the sector with rigor, knowledge, and sound judgment.” In this regard, he stressed the need to anticipate events, prepare information and coordinate common messages that reinforce the image of a sector committed to legality, prevention and responsible gaming.
For his part, Juan Lacarra, technical general secretary of ANESAR, reviewed the main current issues from a regulatory and operational perspective, addressing relevant aspects such as sanctioning procedures, opening hours, biometrics and hiring difficulties.
During the Assembly, the “Key Data and Sector Dynamics” were also presented, highlighting that there are currently 3600 gaming arcades (more than 240 have closed in the last four years) and 30,060 slot machines. It was also specified that the average spend per visit is €16, that 85% of people are accompanied by family and friends, and that 60% are men around 30 years old. Regarding employment data, it was explained that the sector supports more than 47,000 jobs, including both direct and indirect workers, making it a significant driver of employment. The ANESAR Training Plan was also emphasised, with 8725 students and 16,539 formal enrollments (data as of October 15, 2025). Furthermore, it was noted that, with a real estate investment of €260 million, gaming arcades represent one of the largest private investments in the leisure sector. A sector that, as was recalled, collects more than 320 million euros in taxes annually, which benefit hundreds of thousands of people, as well as society as a whole.
The Assembly also included the participation of experts in politics and institutional relations, such as Jaime Criado, from the firm ACENTO, who provided insights into the current political situation and its potential impact on the sector. ANESAR Vice Presidents Enric Sanahuja, Raúl Rubio and Antonio Fornés also offered their perspectives on current issues affecting the sector. Finally, Ramón Cubián, Director General of Land and Delegate for Gaming Regulation and Management of the Community of Madrid, accompanied by Gracia Martín Duarte, Deputy Director of Gaming Management and Regulation, and their team, officially closed the 43rd ANESAR Assembly.
The post ANESAR Holds its 43rd Ordinary General Assembly appeared first on European Gaming Industry News.
CreedRoomz
CreedRoomz Launches New Game Show: Mr. First Live
Reading Time: < 1 minute
CreedRoomz, a leading provider of live casino content, has officially launched its new game show, Mr. First Live. This thrilling, fast-paced bouncing ball game show takes place in a vibrant, adventure-themed studio, blending the excitement of gumball machines with an innovative, endless-runner-style bonus game.
In the main game, players match numbers on up to eight game cards, which are randomly enhanced to one of three types: Normal, Safe or Risk. Players can also choose from three bonus ticket levels Sprint, Trailblaze and Marathon, each offering a different path to the bonus round and a bigger potential win. What truly sets this game apart is its unique bonus round, where players are launched into an exhilarating, interactive adventure, collecting coins to boost their prize with up to a 10,000x multiplier.
This launch is a significant milestone that validates the provider’s strategy to create a new generation of game shows. Mr. First Live is designed to not only captivate players but also serve as a powerful new tool for the partners to drive acquisition and retention in a competitive market.
The post CreedRoomz Launches New Game Show: Mr. First Live appeared first on European Gaming Industry News.
EU gambling policy
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:
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A complete ban on online gambling advertising between 06:00 and 24:00
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A ban on influencer and public-figure participation in gambling promotions
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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.
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