Interviews
Mobile-first gaming round table with experts from Habanero, Evoplay, OneTouch and ESA Gaming
In recent years, mobile-first gaming has rapidly risen as smartphone companies continuously enhance their products, making it easier for players to access games whilst on the go. This technological development has brought forward an industry shift, that has seen iGaming companies redirect their focus towards mobile-first content.
With more and more companies embracing the increase in mobile gaming, we explored the success of this new generation offering and what the future holds.
According to you, what brought forward the increase in mobile-first gaming?
Arcangelo Lonoce – Head of Business Development at Habanero:
The watershed moment came a number of years ago when smartphones finally managed to deliver a properly premium gaming experience. Indeed, phones have improved exponentially to the point where you could argue that mobile technology is as good as if not better than desktop.
This has been made possible by the improvements in ‘light betting’, by which I mean data, allowing players to enjoy parallel matches etc. When you can reach that point, laptop gaming becomes obsolete as you can flick through just as seamlessly as on desktop. Just of course like the wider world, when it comes to relaxing on the couch, mobile will always be your primary channel over a laptop – whether that’s shopping, gaming or Instagram.
Of course, with HTML5 becoming ubiquitous and flash disappearing has accelerated the mobile-gaming trend. You can look at emerging markets or countries that never went through the ‘laptop era’, as given the leap in tech developments in the last decade, it means that smartphones are simply more affordable and accessible to players than MacBooks ever will be. Latin America is a great example of this.
Vladimir Malakchi, CCO at Evoplay:
The accelerated growth and penetration of global smartphone usage across every corner of the world is the key driver behind the impressive rise we have seen in smartphone gaming. Data from 2021 reveals that over 6 billion people use mobile phones worldwide, and this number continues to grow, with the 5G standard being one of the catalysts. Emerging markets are catching up fast too – with the majority of regions now greatly investing in the development of mobile technology.
In addition to this, according to our research, three-quarters of gamblers prefer to play on mobile, doing so every 4.2 days on average. Other sources show that in 2020, 50% of the online gambling revenue came from mobile, which isn’t surprising as 75% of traffic belongs to mobile. The numbers clearly don’t lie, and the high demand for mobile gaming is a call to action for suppliers to accept this trend.
Thomas Smallwood, Head of Marketing at ESA Gaming, comments:
A mix of technology and convenience is the short answer. Mobiles now provide a simpler and faster way for players to enjoy their favourite games. It’s fair to say that the trend towards mobile has also probably been accelerated during the pandemic as the move from retail to online has quickened.
Madis Raus – Head of Product at OneTouch:
Obviously, the widespread use of smartphones and availability internet has had a positive effect on mobile-first gaming. These days people use mobile devices to perform certain tasks, their far easier to use and more accessible than laptops and desktops. Additionally, mobile devices allow people to do things whenever and wherever they want, whether they’re commuting or simply passing time.
By making the mobile-gaming experience seamless and engaging at the same time, players will continue using mobile devices for entertainment. This is something which will naturally increase over time, as mobile devices continue advancing and being capable to perform at higher standards.
Are there any verticals that perform better on smartphones? And how can developers improve those verticals that don’t work as efficiently?
Arcangelo Lonoce:
As an expert on slots and table games – I would say table games are inherently easier to develop and render when performing on smartphones compared to slots, but if we look at numbers, slots are dominant, with a market share of around 85% or so, which shows that the player demand this vertical more than any other.
However, looking at table games, there’s a lot to be said about performance. They have excellent stable rates of acquisition and retention – so there is less motivation to tweak a formula that is clearly working. They also have higher average bets, greater lifetime value and from a mathematical and user interface viewpoint, I would certainly rank them up there as one of the best performers.
Given market demand though, we can assume slots will always retain the lion’s share. So how does one improve the vertical? Stories, subject matter and narrative are key, as is the UI, although we mustn’t forget, it all starts with the maths – you need to get that right first, and then you can start talking other improvements.
Vladimir Malakchi:
Actually, all verticals and mechanics perform well on smartphones. However, while creating a product for hand-held devices, there are key principles to follow: easy-to-understand UX, simplicity of a game, uncomplicated graphics, and adaptation to vertical view.
One thing is for sure – it makes no sense for suppliers to choose a specific type of game to develop for smartphones. The fundamental point is to accept that the mobile-first approach is a basic demand for players.
Thomas Smallwood:
I think sports betting is a natural vertical for mobile. With the ability to play high-quality live streams on mobile devices, in-play betting is no longer just for retail or desktop and the fact that bets can be placed anytime, anywhere is a major factor.
The limit in phone storage also means that casino can be trickier on mobile, especially in apps where users often need to download the games they want to play exactly because of this limitation.
These are two factors behind ESA Gaming’s development of ultra-lightweight games for sportsbooks. The EasySwipe suite of games is accessed through a widget we have designed and developed which enables players to seamlessly move between games and sports bets rather than being re-directed to another part of the site or a cumbersome casino page. The sports betting experience is unhindered and conversion to casino games happens at lower cost.
Madis Raus:
Mobile device usage differs slightly from desktop usage, this means that mobile users have different expectations. Since people use mobiles to pass time or when they’re in between things, the attention span of the mobile user is often shorter, these are things to consider when providing content to them.
In my opinion it’s the matter of the speed of games rather than specific verticals, fast games tend to perform better, as the player doesn’t need to wait too long, which is a bonus especially when they’re looking to kill some time.
To improve further, developers need to consider the peculiarities of mobile device usage and think about ways of implementing content that doesn’t depend on usage patterns, making the products more appealing and engaging to players.
What are the difficulties of adopting games to function on smartphones?
Arcangelo Lonoce:
Habanero as a company operates with a mobile-first approach, therefore, we don’t find any real challenge when it comes to rendering games on mobile since our products are designed with smartphones in mind. After all, we disposed of Flash in 2015 and since then we have always developed our games using HTML5.
Vladimir Malakchi:
Adapting a visual component to all models of smartphones, including early versions, isn’t an easy task but is possible thanks to cutting-edge technologies. They allow us to create visually stunning products compatible with most smartphones. The optimisation of UX, UI, resolution and graphics for all platforms is the main priority, as we want to ensure that our players get high-quality content on any device.
Another challenge, which we have also overcome, is the amount of data used by games. Our proprietary game engine Spinential, developed in-house has been a real gamechanger for us, accelerating the loading speed and optimising the storage capacity. This solution has been designed with a purely mobile-first approach in mind, and we’ve really reaped the benefits.
Thomas Smallwood:
The obvious thing is the greatly reduced screen space and the practicality of a hand-held device. Because of this, we have chosen to develop ‘mobile-first games’ and move away from adapting desktop content. This means every aspect of the game is thought out with the mobile user in mind, ideally with the ability to do everything just with a thumb. Of course, the challenge is to make everything on the screen accessible, so it is a constant evolution as the user demands more features.
Madis Raus:
Different game types have different elements, for slots it may be the screen ratio, for example how to make symbols as big as possible and still keep the popular grids. Alternatively for Live games, you need to consider the screen size, ensuring that the player can see what is happening in the stream and whether the cards shown are in sync with what’s being reported etc.
As mentioned above, when adapting games, it’s important to consider the peculiarities of mobile device usage, developers must think about ways they can make games as fast and seamless as possible but at the same time still engaging on a smaller screen.
How fundamental is it for operators and developers to adopt a mobile-first strategy?
Arcangelo Lonoce:
It’s extremely important, otherwise you’re missing out on 80% of the market! There were some suppliers that were very late to the HTML5 adoption, which made it incredibly frustrating for operators – plenty of which I saw first-hand back when I was at BetVictor during the 2010s. To put things into perspective today, you simply cannot launch a game as without considering a mobile-first approach, since you’re forgoing an absolutely huge amount of revenue.
Moreover, mobile gaming allows people to play remotely, therefore players don’t need to depend on a desktop or laptop to participate in their hobby. With mobiles advancing and 5G becoming the norm, we’re now looking at a whole new world of possibilities to enhance mobile-first even more, the ramifications of which will be huge, especially when it comes to content and loading speeds.
Vladimir Malakchi:
Keeping in mind the number of global smartphone users, prioritising mobile devices when creating gaming products is a must. Moreover, it is expected that in a couple of years, this number will grow to seven billion. Currently, the US, China and India lead the list of countries with the highest rate of mobile penetration. However, as the latest data shows, the potential of emerging markets in regard to mobile usage shouldn’t be underestimated. This is a direct sign for suppliers to throw all efforts on products focused on mobile gamblers. The mobile-first approach isn’t just a trend, it is a philosophy, which is getting more and more supporters. There is no better time to embrace mobile-gaming than now.
Thomas Smallwood:
You could argue it is a percentages game. When desktop provided the higher user count it made sense to develop content for desktop. With the advancements in mobile technology, the increased numbers using mobile and the loyalty associated with apps I think a ‘mobile-first’ strategy is key in the growth of any gaming brand.
Madis Raus:
This is very essential, especially when it comes to companies surviving in this extremely volatile industry. Just by looking at how much traffic is already generated from mobile channels, you can see how strong the area is, and there’s nothing that indicates a potential decrease in mobile device usage.
If companies wish to attract modern players, it is really essential to adopt a mobile-first strategy, as modern players will look for a seamless mobile experience, if it isn’t available on your brand then they will simply look elsewhere.
With smartphones continuing to evolve, what does the future hold for mobile-first gaming?
Arcangelo Lonoce:
I would expect mobile-first gaming to be the only way forward – it’s the old debate on how much entertainment is a part of iGaming. Whilst entertaining is a key aspect, you must also keep the experience flawless. Certain things haven’t worked out, 3D gaming for example, as we’ve learnt that people don’t really gamble to get lost into the symbology of the slot – but rather the thrill of the win, which is the entertainment.
So, in my view, mobile gaming will gain an even larger market share than it has now, it could soon become by far the only way of enjoying this experience. Additionally, with new demographics coming online, the future holds lots of opportunities for interaction of everything from social to multiplayer, shared in any possible way. Cross-sell opportunities are also endless, with push notifications and the like, as players can carry their game anywhere they go – whether that’s being entertained at home, when out and about or during the commute.
Vladimir Malakchi:
I am sure that we will see an industry-wide adaptation of gaming content to mobile platforms in the very near future. Once the value of mobile gambling is fully understood, the industry will immediately aim to transform existing and future products.
I believe the iGaming world will continue to develop in this direction as an exponential pace, focusing on innovative technical solutions, mechanics, features and visuals optimised for various mobile platforms, models and markets. The key is to find the balance between the quality of gaming products and their adaptation to mobile – and getting this right is where developers need to be investing their energy.
Thomas Smallwood:
Smartphones will continue to develop but I would place more focus on the changing user demands. New game types, more regional content as well as promotion and gamification features are already driving us to change the titles we design and develop.
We will soon launch new in-game promotional tools for operators as well as new style of games, including bespoke games.
Madis Raus:
I believe that the introduction of 5G will bring a ton of opportunity to the table, as the introduction of 5G will bring forward a range of improvements to speed and accessibility. This may also give developers a bit more freedom when they think about creating games for mobile phones.
With smartphones being so advanced these days, the size of the game doesn’t matter as much as it once did, the quality is now the utmost important factor when it comes to designing new mobile-games. This is the same with live content, with the technological improvements, it’s now easier to provide good quality streams, so now developers need to focus on other elements that will make their game stand out from the competition.
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customer service
Cultural nuance: Localising customer service for Latin America
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.
ChatBet
Betting at the Speed of Chat
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.
bets
TQJ bets on entertainment and responsible gaming in Brazil’s regulated market
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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