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Exclusive Q&A with Munly Leong, Co-founder of Balance Gaming Network

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Let’s begin with your own story. What is the story of Balance Gaming? How was the company founded?

The company was founded when Munly Leong (CEO) and Goodrich Johnson were approached by an esports organization that had floundered for several years and despite their history and money raises and hadn’t so much as put on one event or even had a casual community. This led Munly to look into the current state of esports which he had never been interested in and saw the waste and poor execution that had a common root cause i.e. the people that had access to or ability to raise funding for esports often had nothing to do with gaming and were clueless about it. Super League Gaming was a particularly egregious example where the only reason that raise even happened was that CEO had worked on Sand Hill Rd prior and game from an Oil & Gas background, what the hell is she doing in esports? They recently lost $14m on $1m revenue. We founded Balance at least to take a stab at an organization that would be led and run with gamers at the core with Munly being in a unique position of both having relationships with and an understanding of external capital unlike the average gamer or even game developer. The name Balance comes from us struggling to come up with a name for the niche we had chosen which was to cater for the other 90% of the market and gaming revenue in reality that ISN’T esports from not having enough time for it and Munly referenced an one man indie developer’s name Imba Games (common Russian/CIS region term relating to game imbalance) that he had briefly known at one point, lamenting that it was a great name wasted on something that didn’t have the potential for it and Godric suggested “What about Balance?” with the potential to allude to LAN’s as well if we ever started doing those and there really hasn’t been a name that fit since.

How does it work?

Essentially a bit unique, we started off validating the concept and bringing in early revenue via just a discord and preselling the concept along with an early partnership with Skyworth (largest TV manufacturer in China) who were also launching a VR headset at to both prove we could build and grow a grassroots gaming community first and also monetize it and validate charging for the concept. Most of this happened even by month two. We’ve now taken what was a small community fighting game event intended “for teh lulz” and are building it up with sponsors, streaming support with an invitational that is intended to potentially be small scale, interactive version of EVO that was recently cancelled. More on this later

We’re working backwards actually. We’re game developers at heart and are really NOT an esports company. This is being done as a fundraiser primarily as a backup plan / substitute for angel investment post Covid. Essentially our business is to start backwards compared to a typical game developer being community first, community is really at the core. From there we start with merch sales, selling events and sponsorships and are about to offer our own game / bundle deals in the near term along with a new category we still plan on pioneering called Gamer Travel (Covid was great timing huh

Our readers would like to know more about Balance Gaming. Could you elaborate the concept since it is quite unique?

Yeah. It is quite unique where even for gamers. Essentially the concept starts from both a base and the specific type of gamer we are targeting. Specifically gamers who have been able to grow up and are now struggling from a time management standpoint of not having enough time to play, or not getting enough out of their playtime when they do have it rather than spending too much time to play from the standpoint of gaming addiction which is a common assumption with us. We start from a base that gaming is geneeerrraaaaaaally a hobby that requires at least above average intelligence (the smiles when I say this is the most fun part) to get the most out of and therefore the gamers that manage to grow up and out of mom’s basement as well have the means to make above average lives for themselves and the value in this has been completely overlooked.

Many look down even on themselves as gamers because of long time history and stigma of the activity when we were kids or younger. Even people with great businesses or solid tech backgrounds themselves often cannot make the immediate mental jump that there may be others who fit the bill and if we just reframe our thinking and rid ourselves of these starting assumptions, we may find that the peer groups we have around gaming are more valuable than many of us are assuming

Recently we’ve launched a public alpha of our members site and even some of our more interesting / useful members have only gone so far as to fill out just gamer profiles while not sharing their skills, businesses etc yet and it’s not all a privacy concern either but many either underrate themselves or don’t currently live a life where being known for particular things brings in opportunities for them. I’ll list some examples here where it has happened, but these are folks that are already active in terms of networking ,professional groups and are already pre-disposed to it. I’ll share some examples below and the last being myself.
https://network.balancegaming.network/members/hexrays/
https://network.balancegaming.network/members/mono/
https://network.balancegaming.network/members/fathamburger/

What are the ways an individual gamer will benefit from joining your platform?

Aside from the networking opportunities once we scale further (or even now), we’ll have things like courses, partnerships and hell even gigs down the line in addition to more typical gaming giveaways, discounts and bundles. Instead of only selling this stuff, we’ll tie it to gaming and perhaps networking activity too with the overall theme that the gaming people would do naturally anyway would pay off in real life in ways other than money. At the very base level, we hope that this will be the most “productive” place for anyone to spend their gaming time as getting to know many of us may also open doors outside of gaming for you or at least give you a resource to tap in a lot of things outside of gaming, an analogy to things like country clubs, cigar clubs where you’re more like to meet either independently wealthy or at least time free and lifestyle designer types that one can meet through aviation we hope we end up being a similar space like that but on a broader larger scale too. It’ll be the only place in the world maybe where you can play video games where we also encourage you to ask for intros or open them yourself

For “Pros vs Joes” we’re currently offering FREE ENTRY for Members, Financial Services industry (e.g. fintech, crypto, real estate, traders, brokers) , startup founders and game developers and the same/similar benefits package that players get are also available for event viewers that meet this criteria. Startup founders and game developers are just love for us

We also have something that both your better/casino audience as well as crypto guys would want to look at. One of our partners / sponsors is Gold Rush Token / Clean Mining. We’ll be offering a chance to buy CLEAN gold (more on this later) at a double digit discount exclusive to Balance, direct from some of the oldest and historically proven mines in Western Australia. That’s nothing terribly new and there are other tokens that have done it. Those coming from a financial services background will be familiar with the concept of due diligence, things like KYC (Know your Customer) and be a bit better equipped to both perform it for an opportunity like this and ultimately potentially buy-in as well.

However, another layer that we’ll offer FREEBIES at a later date on is a world-first tokenization of actual gold ORE. Essentially this will be gold prospecting in a separate video game/digital form and can dramatically lower the cost of entry into the gold market. For those who don’t know, gold actually comes from gold ore which has to be processed and refined which ultimately means that only a fraction of gold can come from overall gold ore. The percent amount can between 10 to 95% before processing and so yes, someone could get very lucky but understandably many others outside of your readership here may not like to gamble. Gamblers or not however, we can offer some of these ore tokens essentially for free as both participants and viewers of our upcoming “Pros vs Joes” fighting game event that was recently postponed until both we and our partners got things more ready. We can now say that we’ll start things off officially by Sep 12th at the latest with official entry deadline by Sep 5th at the latest with trial runs starting as early as this week of the 26th. Depending on how things go and speed of re-registration we may go even earlier but this is so we don’t have to postpone again.

I should mention that not only is the ore special but the gold as well. Those that take advantage of the gold discount will also be pioneers in helping to establish a new category of gold in the global market that isn’t processed/purified via the traditional method of cyanide and mercury leaving no environmental impact that may take decades if not longer to biodegrade, hence CLEAN gold. While the mines themselves old and proven with deeper reserves still left to unlock, the process itself is new and was created by the Australian CSIRO, something like a more generally academic version of NASA that among other things, helped invent Wi-Fi. Regardless of whether anyone in our community pays anything more than an entry fee or not, through gaming, our players will have a chance in both playing a small role in the transformation of gold mining from something that is expensive and hazardous into something that is sustainable and environmentally friendly.

More info on CSIRO and Clean Mining
https://www.abc.net.au/news/rural/2018-08-30/csiro-pours-first-australian-green-gold/10180014
https://www.csiro.au/en/Research/MRF/Areas/Resourceful-magazine/Issue-13/Golden-alternative

How has been the customer response so far? Could you offer some year on year statistics?

What’s really interesting is that when we started out within the first month or two we had more paid members than free ones on concept alone. 46% conversion rate. By paid members meaning we asked people to pay $10 as a one off to validate that this is something we would pay for once we both had a system to offer digital codes in an automated or at least reliable fashion and enough value lined up where we felt we were ready to start charging monthly. Since when we’ve realized that we needed to make this tier optional as a network only has as much value as it’s members and we are still far from having an interesting enough critical mass yet. We’re not even one year old yet but in the last 2-3 months our Discord community has grown from 100 to 150 ish members now that we have someone who can spend time on it, Oliver/Sundeath who was formerly director level at Razer Europe. A big downside that hampers our growth is that we’re not something that people normally think to search for so doing media, offers and other things that can help get us exposure but we haven’t figured out or own organic traffic yet so growth only happens when we can work on it.

Has the recent lock down had any effect on Balance Gaming’s growth? Could your offer details?

Yeah actually our first major growth drive that I headed up brought in many of our first 100 users, lol. That happened a month into the pandemic around Epic’s free release of WWZ. Unfortunately it was both a pretty short game content wise and people really focused on doing nothing but gaming that initial month of lockdowns. No one wanted to hear about “Balancing” and once they were done, many moved on. We did have an interesting story even ahead of time back then where when I was able to play, I encouraged two regulars at the time to talk about their lives and our mutual ASEAN region and those two ended up both doing client projects together and playing other free games together as well. One was a graphic designer and another was a music producer/student. At the time we didn’t have enough of us engaging people so eventually they left since they were largely only playing with each other by that point. Lesson learned not just for Balance and in life for me that I just need to ride waves while they are around instead of what I actually during that period which was working on some contract gamedev work at the time or building the Balance business while everyone else was gaming and would have preferred if I’d either led things or at least joined them for it.

What are the more popular games and tournaments on your platform? Could you describe the games a bit?

Our most popular is Rainbow 6 Siege and that’s a game that should be well known to you guys since it’s gone from underdog cult game to having one of t he better prize pools in eSports with strong Ubisoft support in recent years. Rainbow 6 is a series that is based on terrorist/counterterrorism originally that prided itself on realism being the first “one shot and you get killed usually” game on the market. I can still remember the LAN party where I played the original game in the series for the first time, it was quite refreshing and hilarious compared to the run and gun shooters like Doom and Quake of the day. These days the game is more similar to LoL or DOTA that is based around Heroes having different powers and abilities, some of which are deliberately designed to be counterpicks. They are perpetually “training”/fighting each other given the multiplayer only PVP context and there are generic terrorists only as AI NPC’s to beat on in generic It used to be World War Z as I mentioned which is a co-op class based zombie killing gaming that’s spiritual sequel to Left 4 Dead 2 that I actually like a lot more than it’s original inspiration and in addition to that we have some fighting game players i.e. Street Fighter, Tekken etc but that’s almost a niche within itself in gaming these days that doesnt play other stuff or interact with the broader gaming community. We’re a bit sad about this and even within fighting games themselves, the competitive level has gotten to the point where people not only just focus on one game, but even just on training one particular character and mastering all the various matchups instead. This means that they dont even play the rest of the genre or even necessarily the rest of the characters in the game! This overcompetitiveness isnt necessarily good for the fighting game industry if they focus purely on tournament type players. Happy Medicine (our resident fighting game pro, former CPT/Capcom cup, world class Bison main) and I talk about this separately in this video here – g66FBCzv_mg . We’re still done with World War Z btw, despite how the whole game can be beat in less than 4-5 hours currently and a bit more if you are doing horde mode as well, if you’re deliberately going to slow-play it and make it last, please come and join us! We’re the place for that lol.

Tell us more about the platform and gaming partners of Balance?

For our “platform”, we have a few key pillars. The first is the always free Discord community where people can only just join as regular gamer and that’s fine. The next level is the membership site which is intended for people to try and look up / surface people that should try to get to know on Discord for either gaming or things outside of gaming. Maybe find out that someone you’ve been gaming with all along can also be a collaborator of some kind in real life too. We also haev an ecom store for all kinds of stuff i.e. offering our own game codes and digital goodies for sale , physical products like geek toys including “gamereats” where we’ll start with snacks and more. Lastly we want to offer “gamer travel” again as soon as we can, starting out with introducing the concept of geo-arbitrage to gamers that’s already well known to location independent and digital nomad types but is probably brand new to gamers. Essentially this means save money on gaming time (plus get more time) in a cheap locale but we can expand this to travel to places that are significant to gaming history as well given a lot of us have deep knowledge and connections with the industry. This is all going somewhere and your next question will naturally segue into that
One of our gaming partners BRK / Gen2 Technologies where you picked this up from is currently working on a world-first interactive streaming platform which we’ll be designing our invitational event around. They definitely have something that will have “pandemic market fit” and we cant wait to get started on it. The event will be physical with social distancing concerns and a limited amount of people but it’ll be super interactive when it’s streamed unlike other events. Just like how we were behind on things, they’re pretty behind too and it looks like we’re going to have to push further back past August. Additionally they’ve just entered an exciting trial period of just their broadcast quality wireless camera tech with PGA Tour Golf.

Finally, how do you see the future developing? Are there going to be any immediate developments in Balance Gaming in the near future?

Yeah we have some angel money hopefully finally coming in within the month and from that we can actually offer some more benefits that hopefully help pull in more users as well and pay for the help in community building I think we’ll be the first company to actually pay gamers to build guilds and coommunities under us and also give you a rewards budget to spent on your users as well as kick some nice things to all the hard work your officers do. Anyone who’s ever built or run guilds knows that its pretty much an unpaid second job and guild applications look moore and more like job applications these days. At least we want to take out the unpaid part and compensate some for this especially if they want to build a more casual / mature / non competitive guild that fits the demographic we’re aiming for anyway.

Ultimately in the LONG TERM future, despite how all this is already quite the going concern business-wise, the whole goal is to use this cashflow to then fund game development. Both internal and external third party to us. Game development is the unique DNA that I bring to Balance personally and I’m sure you guys know especially looking at companies like Tencent how valuable things can be when you have your own IP to sell and we’ve already learned the hard way that frankly its much easier to build up communities around having your own game vs using others’ games in this new Discord age.

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Cultural nuance: Localising customer service for Latin America

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By Giuseppe Barbanera, Head of Commercial LATAM at Games Global

In an industry that prides itself on global reach, it is easy to assume that scale alone guarantees success. But in iGaming, “global” should never mean uniform.

The markets we serve are not interchangeable and nowhere is this clearer than in Latin America.

Too often, companies attempt to replicate European or US customer service models across every region, assuming efficiency and standardisation will translate universally.

In reality, operating across multiple regions does not necessarily mean the same model applied everywhere will succeed. In practice, success depends on how well strategies are adapted to each market.

A strategy that works effectively in Europe or the US can fall flat in Latin America if it does not consider cultural nuances and the way people prefer to communicate and build trust.

The real question for our industry is not whether we can operate globally, but whether we are willing to adapt locally. Are we prepared to meet markets on their own terms?

While iGaming is international in scope, when it comes to customer service and account management, there is no universal rule of thumb. Each region brings its own business culture and has its own expectations.

Understanding those differences is essential to building lasting partnerships. Ignore this, and you risk missing the full potential of high-growth markets. Latin America exemplifies this particularly strongly.

The region is expanding rapidly and offers significant opportunities with its own distinct dynamics and pace of development.

Different regions require different approaches, and success depends on adopting a much more hands-on and adaptable approach that reflects local market conditions.

Relationships and trust form the foundation of business, and partners value time, presence and consistency.

Account management is not just about supporting day-to-day operations; there is a heavy focus on guiding partners through regulatory change while tailoring solutions that reflect both cultural preferences and player behaviour.

Cultural nuance therefore plays a key role in building strong partnerships. Speaking the same language and recognising local customs helps create genuine connections.

These small but important touchpoints turn business conversations into personal relationships, which in turn build trust and make collaboration much easier, ensuring strategies are more relevant and effective.

After all, a business is built by people, and if you were choosing a partner, would you not favour one who has taken the time to understand your culture and values?

Flexibility and empathy are equally important. While priorities may vary by market, balancing efficiency with strong communication and collaboration is key everywhere.

In Latin America, dialogue and relationship-building play an especially important role. Operators and partners want to know their challenges are understood and that the solutions offered reflect their business needs and are tailored to the local market.

That means technical expertise is not enough. True success comes from being culturally aware and having the willingness to adapt global models to fit local needs, rather than forcing local markets to adapt to global models.

Having a presence on the ground also makes a tangible difference. Local teams and studios provide direct insight into shifting trends, regulations and player preferences.

The proximity allows companies to respond quickly, whether by launching content that resonates with global audiences, tailoring campaigns to local celebrations, or helping partners navigate evolving compliance requirements.

Combining global scale with a local presence enables support that feels both relevant and reliable.

What we see in Latin America is that customer service is never a one-size-fits-all exercise. It is shaped by people just as much as by products.

By listening to local perspectives, investing in relationships and embracing cultural nuance, customer service becomes more than problem-solving and becomes a driver of long-term growth.

That is the difference between being just another supplier and a true partner.

The region rewards those who take the time to listen, adapt and connect, and as Latin America continues to grow and mature, cultural understanding will remain a defining factor in the most successful collaborations.

The post Cultural nuance: Localising customer service for Latin America appeared first on Americas iGaming & Sports Betting News.

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Betting at the Speed of Chat

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As legacy sportsbooks struggle with ‘search and click’ fatigue, Josh Swerdlow, Founder and CEO of ChatBet, says the next industry titan will win by owning the conversational intent layer where billions of users already live.

 

Why is the current sportsbook UX struggling to keep up with modern tech?

It comes down to legacy debt. Current sportsbook apps are just digital spreadsheets – grids from the 1990s that have been optimised for desktop and not mobile-first intuition. With the majority of sportsbooks, users are forced through deep menus and endless scrolling, creating a “hurdle race” for every transaction. This leads to cognitive overload – while hardcore bettors might tolerate the clutter, casual punters encounter analysis paralysis and this usually leads to betslip abandonment. As user behaviour shifts from “search and click” to “intent and fulfilment”, and against a backdrop of spiraling acquisition costs and high levels of churn, this is really putting the squeeze on operator profitability and ultimately long-term sustainability.

What do you mean when you say we are moving from “search and click” to “intent and fulfilment” and what does this mean for online sportsbooks?

In a “search and click” world, the user does the heavy lifting – navigating deep menus and grids just to find a single market. “Intent and fulfillment” flips that script. It’s the shift from a user searching for a bet to simply commanding it. If a consumer can book a five-star hotel in Rome by sending a single text, they naturally expect to back their favorite team with the same level of ease. For the operator, this means the sportsbook evolves into a high-powered back-end utility – the engine – while the messaging interface becomes the front-of-mind “steering wheel”. By moving away from the friction of standalone apps and capturing intent directly within WhatsApp or Telegram, operators stop being a destination the user has to find and start being a conversation the user is already having.

How does conversational betting actually chance user behaviour and crush the conversion funnel?

Traditional betting can take between 10 to 12 steps and up to 60 seconds – a solution like ChatBet reduces that to a single text or voice note and ten seconds or less. It also shifts the player from architect to director – instead of manually building complex parlays by scrolling through 50+ toggles, the user simply asks the AI to “Build a safe 3-leg parlay for the United game” and then confirms the wager. The result? Data from a ChatBet pilot shows an 82% drop in time-to-bet and a 28% increase in conversion rates.

From an operator’s perspective, is this a rip and replace of the current technology or is it much easier to implement than that?

Conversational betting solutions such as ChatBet are an orchestration layer, not a replacement. Our solution literally plugs into existing APIs. This also helps from a regulatory and compliance perspective, with core functions such as KYC, wallet management and responsible gambling triggers remaining securely within the operator’s existing stack. This allows for overnight modernisation – operators can update their UX for the “TikTok generation” without the multi-year cost of rebuilding their entire core tech.

Why is intent data now considered the ultimate competitive moat?

It’s about context over clicks. Traditional trackers show where the user clicked but conversational data reveals exactly what they want in their own words. Then there’s the network effect – every interaction trains the AI on local slang, fan sentiment and individual patterns and preferences. This provides operators with an insurmountable defence. A competitor can copy your odds, but they cannot easily clone a refined, high-context relationship with millions of users.

Why is this a billion-dollar venture-scale opportunity right now?

Viral distribution. Conversation betting piggybacks on billions of WhatsApp and Telegram users to allow operators to solve the skyrocketing customer acquisition cost crisis they face. There’s also the retention advantage, with messaging-native users showing a 35% higher day-30 retention rate because the interface is “always on”. What’s more, chat-based betting allows for “nudge” technology and lower-friction, smaller-stake engagement, which aligns with 2026 global regulatory shifts toward safer play.

Predictions markets are throwing the sports betting industry into chaos. How does conversational betting help traditional operators get in on the action?

Prediction markets are exploding because they tap into the “stock market of everything” but for traditional operators, these markets are often too complex to display in a standard grid and too intimidating for the average punter to navigate. Conversational betting bridges this gap by acting as a natural language translator for complex binary contracts. Instead of forcing a user to decipher order books or probability curves, a chat interface allows them to simply trade on their opinions, like the weather or political shifts, as easily as sending a text. Because chat has “unlimited shelf space”, operators can offer an infinite array of niche markets without clogging their app’s UI. Ultimately, it turns prediction markets from a niche financial product into a social, real-time experience, capturing “hot takes” in WhatsApp or Telegram and instantly converting them into priced, compliant transactions.

If this shift is as inevitable as you say, what is the one thing legacy operators need to do right now to avoid becoming the ‘Blockbuster’ of the betting industry?

They need to stop thinking about their “app” and start thinking about their “API”. The battle for the customer has moved off the home screen and into the chat thread. Right now, the opportunity is to be the first mover in the conversational space – to own the “intent layer” before it becomes the industry standard. The winners of 2026 won’t be the ones with the loudest marketing, but the ones who make placing a bet as easy as telling a friend who you think will win.

The post Betting at the Speed of Chat appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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TQJ bets on entertainment and responsible gaming in Brazil’s regulated market

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Backed by Grupo Silvio Santos, founded by Silvio Santos, the company aims to position itself as a platform that goes beyond traditional betting.

In an interview during BiS SiGMA South America, Fernando Justos Fischer, CEO of TQJ, detailed the company’s strategic pillars, the sector’s challenges and its long-term vision for the Brazilian market.

According to Fischer, the current moment is one of consolidation in the regulated market.

The expectation is that the sector will move toward more mature discussions, focusing on compliance, sustainability and user protection.

In this context, the event is seen as a strategic space for alignment between operators, regulators and partners, driving more structured growth.

TQJ’s strategy is based on three main pillars: strengthening brand and distribution by leveraging the group’s assets; a data-driven operation focused on efficient acquisition and sustainable retention; and responsible gaming as a core principle of the business.

All of this, according to the executive, is supported by technology and intelligence applied to the user experience.

The backing of Grupo Silvio Santos is highlighted as a key competitive advantage.

For Fischer, the combination of credibility, scale and expertise in entertainment allows TQJ to position itself as an accessible, trustworthy brand with a strong connection to the Brazilian audience.

The goal is to lead the market in trust and responsibility.

In a highly competitive environment, the company is focusing on integrating proprietary distribution, gamified experiences and the intensive use of data and artificial intelligence for personalization.

Fischer notes that competitive advantage will increasingly lie in retention, supported by advanced CRM, engagement mechanics and solid responsible gaming practices.

During the event, this positioning was also demonstrated in practice.

Bet do Milhão came to life in a live game show format, directly connecting entertainment and betting. The activation generated engagement and reinforced the company’s value proposition.

Among the main challenges in the Brazilian market, Fischer highlights the need to build a sustainable environment amid intense competition, as well as the importance of educating consumers and combating illegal operators.

He states that operators with discipline, governance and a long-term vision will have a competitive advantage.

In terms of responsible gaming, TQJ already implements tools such as deposit limits, self-exclusion, behavioral monitoring and active communication with users.

The company adopts a preventive and continuous approach that goes beyond regulatory compliance.

This monitoring is carried out through real-time behavioral analysis, enabling the identification of risk patterns and allowing for fast and precise interventions.

Fischer emphasizes that the company aims to go beyond regulatory requirements, viewing responsible gaming as both a competitive differentiator and an institutional commitment.

Artificial intelligence plays a central role in the operation. In marketing, it is used for campaign optimization, prediction and content generation.

In product, it supports the continuous evolution of the user experience. In security, it strengthens analysis and protection systems.

Additionally, AI enables deeper integration between entertainment and betting, creating more interactive and personalized experiences.

Features such as real-time personalization and gamified mechanics are already part of the company’s roadmap.

Even so, Fischer stresses that there is a clear limit when it comes to personalization: user protection. All strategies must operate within responsible parameters, without encouraging risky behavior.

In summary, the CEO defines TQJ’s role in this new phase of the market as a platform capable of connecting entertainment and betting in Brazil with responsibility, technology and trust.

The post TQJ bets on entertainment and responsible gaming in Brazil’s regulated market appeared first on Americas iGaming & Sports Betting News.

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