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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Expanse Studios, a subsidiary of Golden Matrix Group Inc., has launched Super Heli Premium, an expanded version of its flagship crash game now live across core markets.
Super Heli Premium introduces four new gameplay mechanics designed to broaden player appeal and increase session engagement. The additions address operator demand for content that retains players without requiring promotional spend.
New Game Modes
Over/Under allows players to predict whether the crash multiplier will land above or below a set threshold, with maximum bet multipliers up to 24x. The mode rewards pattern recognition and adds a prediction layer to the base crash mechanic.
Range betting requires players to predict the multiplier range where the helicopter’s flight will end. Wider ranges offer lower payouts with reduced risk. Narrower ranges increase volatility and potential returns. The mechanic gives conservative and aggressive players different optimal strategies within the same game.
50% Cash-Out enables partial exits during active rounds. Players can secure half their stake at any multiplier while keeping the remaining half in play. The feature reduces all-or-nothing pressure and extends average session length.
Auto Play and Auto Cash-Out provide preset betting parameters for players who prefer hands-off gameplay across multiple rounds.
Regional Customisation
Operators can deploy market-specific visual themes (US, Greece, Egypt, Brazil, Japan) without changing core mechanics or RTP. The customisation supports localised marketing campaigns and cultural preferences across different jurisdictions.
The game maintains a 97% RTP across all modes and themes, matching the original Super Heli’s player return rate while adding strategic depth through the new mechanics.
Market Context
The original Super Heli became one of the most requested titles in European iGaming within months of launch, with operators reporting session lengths above industry averages and retention metrics “materially better than category norms”.
Super Heli Premium positions the title as a platform rather than a single game variant. Operators can configure volatility, bet limits and visual themes to match specific player demographics without requiring separate game integrations.
Expanse Studios currently operates across 1300+ B2B partnerships globally, with over 300 new operators added in Q3 2025 alone. Super Heli Premium expands the studio’s portfolio to 66 proprietary titles, all 100% owned IP with no licensing dependencies.
The game is now live across Expanse’s operator network in core markets globally.
The post Expanse Studios Launches Super Heli Premium Across Core Markets appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
New data from Flashscore, the world’s leading platform for live scores and sports content, reveals that almost 34,000,000 users tuned in yesterday for one of the most dramatic nights in UEFA Champions League history.
The intensity of the matches generated a massive wave of digital engagement, with 18 matches all taking place at the same time on the final day of the league format.
From the football-mad streets of Brazil to the frozen research stations of Antarctica, fans across 239 countries and territories checked their phones as Benfica’s goalkeeper scored a 98th-minute header and Real Madrid crashed into the playoffs.
Martin Matejka, Marketing Director of Flashscore, said: “Yesterday wasn’t just a matchday; it was a global event and we were well prepared. When game-changing moments decide matches – from a goalkeeper’s stoppage-time header against Real Madrid to last-minute winners across Europe – the world doesn’t just watch, it reacts. Flashscore sent out over 700 million push notifications to our users as drama unfolded across the continent.
“Our data shows unprecedented engagement from all over the world, and I am glad we could bring these extraordinary moments to fans from Brazil to Antarctica.”
TOP MATCHES ranked by number of users
The drama at the Estádio da Luz dominated the global conversation, with nearly 10 million users following the Benfica-Madrid clash alone.
1 Benfica vs. Real Madrid (9,7M users): The undisputed main event. Fans flocked to the match detail as Benfica goalkeeper Anatoliy Trubin scored a historic 98th-minute header to seal a 4-2 win, sending Real Madrid to the playoffs.
2 Barcelona vs. FC Copenhagen (8,3M users): Massive interest as Barcelona thrashed the Danes 4-1 to secure direct qualification to the Round of 16.
3 Napoli vs. Chelsea (5,9M users): A rollercoaster in Naples. Chelsea fought back to win 3-2, eliminating Napoli despite a stunning “Maradona-esque” pirouette goal from Antonio Vergara.
TOP PLAYERS ranked by number of users
1. Jorginho (995K users): The Kairat Almaty midfielder trended globally after scoring a penalty against his former club, Arsenal, at the Emirates Stadium—a major talking point that drove nearly 1 million profile views.
2. Anatoliy Trubin (725K users): The unlikeliest hero. The Benfica goalkeeper’s stoppage-time header against Real Madrid sent his profile traffic into the stratosphere.
3. Andreas Schjelderup (368K users): The 21-year-old Norwegian announced himself to the world with a brace against Real Madrid.
4. Kylian Mbappé (317K users): Even in defeat, the superstar commanded attention and ranked 4th. He scored twice for Madrid, but his team’s collapse was the bigger story.
TOP TEAMS ranking by users:
1. Real Madrid (1,6M users): The “Kings of Europe” falling into the playoff round after a chaotic 4-2 loss drove massive traffic.
2. Benfica (1,1M users): The victors of the night. Their miraculous comeback and “goalkeeper goal” made them the second most-clicked team worldwide.
3. Barcelona (930K users): Solid interest as they cruised to victory and the next round.
Flashscore Global Reach
While Brazil was the single most active nation, the traffic was evenly split across continents: In Europe the huge engagement was driven by fans in Italy, France, Poland, United Kingdom, Spain, Portugal, and Germany.
Africa’s continent showed massive interest, led by Nigeria, Ghana, and Ivory Coast. Football fever also swept across Asia, with significant user numbers from Indonesia, Kazakhstan, South Korea, and Uzbekistan.
The obsession reached the most remote corners of the Earth. Flashscore recorded active users from Antarctica and Christmas Island, proving that even in the most isolated locations, fans refused to miss the drama.
The post Flashscore reveals data behind thrilling night of Champions League action appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Hunter Hunstock
Playersoft Announces Remote Enrollment to Enable Hardware-Agnostic, Cloud-Driven Player Signups Anywhere
Playersoft has announced Remote Enrollment, a progressive web app that allows casino teams to enroll guests from virtually any location using any mobile hardware. By leveraging a cloud-driven architecture, Remote Enrollment supports true off-site capability for prospecting and remote sign-up.
Why it matters
Traditional enrollment workflows often depend on specific hardware, on-property connectivity, or fixed stations that can create bottlenecks and limit enrollment opportunities outside the property. Remote Enrollment removes those constraints with a hardware-agnostic progressive web app and cloud-driven architecture—while retaining the consistent, intuitive user experience Playersoft is known for.
What Remote Enrollment delivers
• A progressive web app that runs on virtually any mobile hardware—no special devices required.
• Cloud-driven operations to support off-site prospecting and remote signups.
• A dedicated prospecting feature that enables customer communication and information capture without creating accounts or introducing incomplete data into the player system.
• Conversion tracking from prospect to enrolled player to support measurable outreach efforts.
• Configurable security and policy controls aligned to property requirements.
• Integration with Playersoft ONE for operational oversight and reporting.
“Remote Enrollment is about making it easy for our clients to capture new players wherever the opportunity arises—without sacrificing control, data quality, or usability,” said Hunter Hunstock, President at Playersoft.
Availability:
Remote Enrollment is available now as part of the Playersoft ONE ecosystem.
The post Playersoft Announces Remote Enrollment to Enable Hardware-Agnostic, Cloud-Driven Player Signups Anywhere appeared first on Americas iGaming & Sports Betting News.
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