Industry News

The customer is always right

Published

4 years ago

August 1, 2022

Reading Time: 4 minutes

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.

Golf

Soft2Bet Gathering: An Elite Golf & Padel Experience

Published

4 days ago

April 2, 2026

Wladimir P.

soft2bet-gathering:-an-elite-golf-&-padel-experience

Soft2Bet, a leading iGaming turnkey solutions provider, recently brought together industry connections for an exclusive two-day golf and padel experience at the Gleneagles Hotel in Scotland. The event brought Soft2Bet’s friends and connections together to enjoy a relaxed day of golf and padel, meaningful conversations, and shared moments in an inspiring setting, celebrating the spirit of connection and community that defines the company’s approach.

Set against the backdrop of one of Scotland’s best-known sporting estates, the day paired competitive play with the camaraderie and shared spirit that are such a valued part of the game. Attendees enjoyed access to Gleneagles’ most exclusive Ryder Cup & Solheim courses, where the relaxed setting encouraged genuine connection and reflected the supportive atmosphere that made the gathering especially memorable.

Gleneagles was a fitting venue for the occasion. With more than a century of golfing history, three championship courses and a reputation built on world-class hospitality, it remains one of Scotland’s standout golf destinations. Its PGA Centenary Course hosted the 2014 Ryder Cup and the 2019 Solheim Cup, making Gleneagles the only golfing destination in Europe to have staged both events.

The event reflects Soft2Bet’s belief that strong connections are built through shared goals, trust and collaboration. Creating space for in-person connection allows the company to deepen those relationships and support long-term success.

Harrison Barrett, VP of Business Development at Soft2Bet, commented: “Bringing the industry together in a setting like Gleneagles allows us to go beyond day-to-day operations and focus on what truly drives success, while playing golf and padel. Events like this are an opportunity to align on vision, exchange ideas and celebrate the momentum.”

Stuart Trigwell, Director of Business Development at Play’n GO said: “The time spent at Gleneagles, enjoying the incredible courses and engaging in genuine, strategic conversations, was an absolute highlight. It is events like these that reinforce the trust and collaborative spirit at the core of our relations.”

The gathering reflects Soft2Bet’s wider approach to the iGaming community engagement, creating opportunities for stronger collaboration and supporting growth across key markets.

The post Soft2Bet Gathering: An Elite Golf & Padel Experience appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

AI chat technology

Casinofy Unveils Next-Generation Platform Redesign with AI-Powered Chat, Setting a New Standard for the Online Casino Industry

Published

5 days ago

April 2, 2026

Wladimir P.

casinofy-unveils-next-generation-platform-redesign-with-ai-powered-chat,-setting-a-new-standard-for-the-online-casino-industry

Casinofy, a forward-thinking leader in the online casino space, announced the launch of its completely redesigned platform featuring cutting-edge AI chat technology, a modernised user interface and a suite of innovative features that position the company at the forefront of the iGaming industry.

A Bold Leap Forward in Online Casino Innovation

The newly redesigned Casinofy platform represents one of the most ambitious overhauls in the online casino sector. With a focus on user experience, intelligent personalisation and next-generation technology, Casinofy is redefining what players expect from an online gaming destination.

Key highlights of the new platform include:

• AI-Powered Chat Assistant — An intelligent, real-time chat system that provides instant player support, personalised game recommendations, responsible gaming guidance and seamless interaction — available 24/7 with human-like conversational ability.

• Complete UI/UX Redesign — A sleek, modern interface built for speed, accessibility and engagement across all devices, delivering an immersive experience from the first visit.

• Smart Personalization Engine — Leveraging AI to tailor game suggestions, promotions and content to each player’s unique preferences and play style.

• Enhanced Navigation and Game Discovery — Intuitive categorisation, advanced search and AI-driven recommendations that help players discover new favorites effortlessly.

AI Chat: A Game-Changer for Player Experience

At the heart of the new Casinofy experience is its proprietary AI chat system — a feature that goes far beyond traditional customer support. The AI assistant understands context, remembers player preferences and delivers instant, accurate responses on everything from game rules and bonus terms to account inquiries.

Unlike conventional chatbots, Casinofy’s AI chat is designed to enhance every touchpoint of the player journey, making it one of the most sophisticated implementations of artificial intelligence in the online casino industry to date.

Leading the Industry Through Innovation

While the online casino market continues to grow, few operators have invested as heavily in technology-driven differentiation as Casinofy. The new platform positions Casinofy among the most innovative operators globally, bridging the gap between traditional online gaming and the AI-first future of digital entertainment.

The Casinofy team said that they are not just keeping up with the industry, but setting the pace. The new platform is built on the belief that players deserve smarter, faster and more personalised experiences. They added that the integration of AI chat is just the beginning of what they have planned.

The post Casinofy Unveils Next-Generation Platform Redesign with AI-Powered Chat, Setting a New Standard for the Online Casino Industry appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

DigerPAM

Digicode Launches DigerPAM: A Next-Generation Player Account Management System for iGaming Operators

Published

5 days ago

April 1, 2026

Wladimir P.

digicode-launches-digerpam:-a-next-generation-player-account-management-system-for-igaming-operators

International software provider Digicode has unveiled DigerPAM, an enterprise-grade Player Account Management (PAM) system designed to serve as the operational backbone for modern iGaming operators. DigerPAM integrates core account management, CRM, compliance, promotions, analytics, and growth workflows into a single, scalable platform, giving operators full visibility, control, and performance across their brands and player base.

Built for operational excellence and regulatory compliance
Engineered for operators navigating complex regulations and multi-brand strategies, DigerPAM centralises every player interaction—from acquisition and registration to lifecycle engagement and retention—within one intelligent framework.

Key capabilities include:

Unified operational core: Manage player profiles, wallets, CRM, bonus engines, content, compliance workflows, and reporting seamlessly from a single system.
Full lifecycle oversight: Track and engage players from first interaction to lifetime value with real-time behavioural insights and segmentation.
Built-in compliance and reporting: Optional KYC/identity verification, responsible gaming tools, immutable tax logs, and regulatory reporting across jurisdictions.
Modular, scalable architecture: Cloud-agnostic microservices built for high-traffic, multi-currency operations and rapid provider integration.
Optional suite integrations: Full compatibility with Digicode’s ecosystem, including DigerRGS, DigerPay, DigerClick, and DigerCompanion, to expand platform functionality.

A solution for modern iGaming realities
DigerPAM supports both standalone operations and complex multi-brand ecosystems, giving operators actionable insights into player behaviour, campaign performance, compliance readiness, and key business KPIs—all without relying on fragmented legacy systems.

“Operators today need a unified engine that not only manages accounts but drives growth with intelligence and compliance at its core,” said Max Maslii, Global CEO at Digicode. “DigerPAM delivers a single, cohesive view across the player lifecycle, eliminates operational fragmentation, and empowers brands to scale confidently.”

The post Digicode Launches DigerPAM: A Next-Generation Player Account Management System for iGaming Operators appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.