Conferences in Europe
Promatic Group: Pioneering Innovation in Slot Gaming for Over 25 Years
The European Gaming Congress (EGC) returns to Warsaw for 2024 on 15-16 October, and organizer HIPTHER is proud to introduce the conference’s esteemed Sponsors – trailblazing companies and accomplished professionals that help make the magic happen! In this Sponsors Spotlight Feature, we welcome Piotr Fedak, CEO at Promatic Group, parent company of the Platinum Sponsor for EGC 2024, Promatic Games.
To start off, thank you for becoming the Platinum Sponsor of the upcoming EGC in Warsaw. We truly appreciate your trust! What inspired your decision to participate and sponsor this event?
The European Gaming Congress is a very important event for us, we have participated in the past edition. The congress creates an opportunity to meet, exchange experiences, discuss trends between industry professionals as it gathers representatives from all over Europe. Being a Partner in such events is also part of our organization’s strategy. And the fact that the conference is held in Warsaw, Poland, is of great importance – we are a local company and the Polish market is extremely important to us, hence our strong involvement in EGC.
As is tradition, could you tell us a bit about yourself? How long have you been with Promatic Group and in the gambling industry overall?
I have been associated with Promatic Group nearly 20 years now, the vast majority of my professional experience in the industry. In our organization I have held various positions related to operational areas, later I became a Managing Director and currently I am the CEO of the company being responsible for strategic, operational and organizational management.
You describe Promatic Group as a “one-stop solution provider for the gambling industry.” How should we interpret that? Tell us more about the company and its journey.
Correct, hard to believe it’s been almost 30 years now! We started as a distributor and over the course of almost 3 decades we have been developing our products – at the beginning we only offered EGM Terminals with slot games produces in Austria Later, we started producing our own game collections which naturally led us to developing a fully professional games studio that delivers own, developed in-house products to both the retail and online markets.
Our conference focuses on the European market, but you have a presence beyond Europe as well. Which markets are most important for you, and what offerings do you bring to Europe versus other regions? Which market is easier or harder to operate in, and how do they differ?
As I mentioned, Poland is a key market due to our origin. However, with nearly 30 years of experience, we now operate under two flagship brands, Promatic and Promatic Games, and we are present in various locations globally, including Europe, Africa, and Latin America.
European markets are definitely more saturated and are characterized by high competition. In Africa, for instance, there is much more space for business development, but also more organizational challenges than in European countries. It is difficult to say which market is easier as they differ significantly. Yet, our diverse offer allows us to operate in many regions, and although each market has different regulations we deal with in our daily activities. That is why we are always flexible and able to adapt to a given region and its specific requirements.
Like any company, you surely have competition. If you had to pinpoint what sets you apart, what would you say is your competitive advantage?
Our industry is characterized by very strong competition. Yet, we always try to use our competitive advantage – we are an independent manufacturer with our own resources and capital, we have an autonomous game studio and we are self-sufficient in every aspect of our activity.
Besides, Promatic Group is a local company quite different from big enterprises, not limited by corporate complications, intricate processes and complex internal regulations. We do not follow extensive bureaucracy and we adapt faster to changes in the business environment. Consequently, we can create new products and complete business agreements faster and more agile, easily competing with large corporations.
On top of that, we offer a very competitive product with excellent value for the money. We create top-engaging content as our games always respond to individual needs of the market, local players and that definitely distinguishes us from the competition.
And what do you admire in other companies? Do you have any role models or best practices that you follow? Is there someone/some company worth emulating—even if you don’t want to name names?
Like most companies we follow industry trends as well as competing businesses and wish to be one step ahead. We are confident that with such an approach the industry can develop, and direct, open competition creates opportunities for growth.
In our organization, we act as a participant in the gaming industry – we observe others, but we also want to have a significant impact and set the trends based on our capabilities and resources. What characterizes large companies is a strong distribution and operational authority in the countries they come from as it allows to scale global operation.
Let’s talk about branded games. Do you have any other themed games in your portfolio? If so, what are they like? What guides your choices when selecting these themes?
Games featuring celebrities, such as Mariusz Pudzianowski – the brand ambassador of Promatic Group, allow us to stand out on local markets and create unique, dedicated content, responding to individual needs of players in a given region. Apart from Pudzian, our games feature other famous figures who are popular in Slovakia, Romania or Ukraine. But celebrity games are not the only trend we use in our slots, we also focus on popular and well-known historical, cultural or social themes, examples include titles like Janosik, Husaria, Golden Train or Copernicus dedicated to Polish players or games with African themes, very popular in Nigeria: Naija Wheels or African Carnival. The ability to create branded games is a great added value of our brand and we are happy that we can promote themes and motives that are important to players in local regions
What opportunities and challenges do you see for the gaming industry in Europe? How is Promatic Group preparing for changing trends (do you notice any, e.g., in customer behavior, industry needs, legal regulations, etc.)?
Our industry is defined by very strong legislation, also in Poland.
The European market as a whole is already very regulated and saturated and most of our neighboring markets have increasingly restrictive regulations that do not translate into sales opportunities in the retail segment. Online market currently offers greater space for development and this is one of the trends that Promatic focuses on – we want to deliver products to the online sector in Poland and other European markets.
But regulatory restrictions and differences are not the only challenge, players’ preferences are changing too and we want to follow them by modifying the ergonomics of the machines following waving popularity of games, and user behaviors, which is why we constantly develop new products, providing new, engaging content that is both safe and compliant with Responsible Gaming policy. It is our highest priority to deliver safe products, our production process is always well-thought-out from the early design stage to publishing aspects, ultimately leading to the certification of our products according to the highest European standards.
It is difficult to say which market is easier as they differ a lot. On the other hand, despite discrepancies, our diverse product offer and ability to adapt to specific market requirements allow us to operate in many regions with changing regulations.
You were nominated in four categories for the EiGE awards:
- Best iGaming Supplier > Promatic Group
- Best iGaming Product > Miss Joker Show (Promatic Group)
- Best Game Developer > Promatic Group
- Best Emerging iGaming Company > Promatic Group
From what we see in the results of the first stage, you have a chance in several categories. Winning in which category would make you the happiest, and why?
We proudly received nominations in four different categories and in each of them we were among the finalists, which makes us very happy. The categories are very diverse, and the nominations in all of them confirm the hard work of all our teams in our organization, show our versatility and motivate us to continue the good work. The nomination in the Best Product category is certainly very important to us, we know that Miss Joker Show is very well received by players in many markets, but of course we keep our fingers crossed for any award in any category.Each will make us equally happy.
Engagement vs. Responsibility – will you be discussing this at the congress? What is your opinion on the topic, and how does Promatic approach it?
All aspects of Responsible Gaming are always significantly important to us. We adapt the policies already at the design stage of our products. We want our games to be engaging, but at the same time not to extend any negative patterns, so we implement a number of features and mechanisms to our products to be fully compliant with principles of Responsible Gaming.
During the European Gaming Congress, Promatic representatives: Maciej Makuszewski – Head of iGaming and Luka Oblak – Product Manager will present a very interesting workshop showcasing how to capture such balance between user engagement and policies compliance. The presentation ‘Mastering the Art of Balanced Slot Development’ – we kindly invite all the attendees of EGC to participate.
As we approach the final quarter of 2024, it’s a good time to start reflecting on the year.
What are your plans and goals for Q4 and the upcoming year, 2025? What challenges do you foresee?
Although it is still too early to sum up, this year was very successful for us – we managed to complete many key business projects, we keep developing our online product, receiving new relevant certifications and we would like to maintain this trend. In the coming months, we plan to expand to new markets and grow our team of experts. We also focus on the development of new technologies, we expand the retail network while focusing on further development of the online product. We concentrate a lot on diversifying our product offer, which will certainly be much wider next year.
EGC is not the only conference where we can meet you at industry events in the near future. Can you share any plans in this regard?
Industry events are an important platform enabling valuable discussions and meetings. This week we are participating in SBC in Lisbon, we will also be at iGaming in Malta.
Next year, we are exhibiting at ICE 2025 in Barcelona and warmly invite you to visit Promatic Group’s stand. All the above events are very inspirational as we are committed to following trends, developing know-how and new technologies in gaming, and exchanging experiences with industry experts, which certainly contributes to our development.
Piotr Fedak – BIO
PIOTR FEDAK
Chief Operating Officer of Promatic Group
Actively working in the gaming industry for over 20 years.
Associated with Promatic Group for most of his professional career, solely involved in operational processes.
He held the positions of Operations Director and Managing Director, supervising operations on domestic and global markets, also managing introducing innovations.
In 2023, he took the position of the CEO of the company, leading and managing the organization in the scope of operational and strategic processes.
Promatic Group’s iGaming Director, Maciej Makuszewski, and Product Design Manager, Luka Oblak, will be presenting a workshop at the European Gaming Congress on ‘Mastering the Art of Balanced Slot Development.
Join us in Warsaw and meet the Promatic Games Team in person:
The post Promatic Group: Pioneering Innovation in Slot Gaming for Over 25 Years appeared first on European Gaming Industry News.
BEGE (Balkan Entertainment and Gaming Expo) and EEGS (Eastern European Gaming Summit) are excited to announce their groundbreaking 2025 concept, which emphasizes the critical importance of proximity, collaboration, and forward-thinking strategies – all while integrating the latest advancements in Artificial Intelligence.
At the heart of this initiative is a strong commitment to fostering meaningful connections within the industry. Together, BEGE and EEGS are creating a vibrant platform for networking and idea exchange, bringing industry leaders together to explore the future of gaming. With multiple networking opportunities throughout the BEGE and EEGS, attendees will have countless chances to engage with one another, share insights, and forge valuable partnerships.
“The power of community is essential to our mission,” says Natalia Baevska, Project Manager of BEGE and EEGS. “By collaborating, we can harness our collective strengths to unlock new opportunities for growth within the region.”
Nino Berezhiani, Marketing Manager, highlights the significance of the initiative’s theme, “Proximity to Potential: Where Every Piece Matters.” She explains, “This slogan captures the essence of our vision. It underscores the idea that every connection and collaboration serves as a vital piece of a larger puzzle, driving innovation and success in our industry. We are excited to create an environment where companies can showcase their achievements, celebrate excellence and engage in meaningful dialogue.”
In addition to the networking events, the initiative will feature an impressive lineup of thought-provoking lectures and lively panel discussions led by industry experts, all designed to spark engagement and collaboration.
Furthermore, the integration of AI into this initiative promises to elevate gaming experiences and enhance operational efficiency, setting a new benchmark for innovation in the sector.
With this ambitious initiative, BEGE and EEGS are poised to transform the gaming landscape in the Balkans, encouraging all stakeholders to come together and actively shape the industry’s future.
The post BEGE and EEGS Unveil Visionary 2025 Concept Focusing on Proximity, Collaboration, and AI appeared first on European Gaming Industry News.
HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Cloudfresh as the Networking Break Sponsor, a company empowering businesses with top-tier cloud services. As a Zendesk Premier Partner, Cloudfresh specializes in integrating, optimizing, and scaling the best in-class cloud solutions, acting as a vital link between companies and cloud technologies. In this exclusive interview, we speak with Vita Usatyuk, Sales Executive at Cloudfresh, to explore how AI, omnichannel support, and personalized player interactions are reshaping customer service in gaming.
Player support is becoming a crucial factor in gaming retention. How can integrated customer service solutions enhance player satisfaction and engagement while keeping gamers in the game?
Integrated customer service solutions are essential for enhancing player satisfaction and engagement, ultimately driving player retention. By providing support across various channels like chat, messaging, phone, and email, gaming companies can meet players where they are, offering seamless and convenient assistance. This omnichannel approach ensures that players can easily reach out for help before, during, or after a game. Furthermore, AI-powered tools can provide instant help and personalized interactions, addressing player needs proactively and efficiently. A robust support system contributes significantly to a positive gaming experience, fostering loyalty and encouraging players to stay engaged with the game.
The gaming industry faces unique challenges in customer support, from omnichannel demands to peak traffic surges. How does Cloudfresh leverage Zendesk to help gaming companies streamline support operations and optimize agent workload?
The gaming industry presents unique customer support challenges, including omnichannel demands and peak traffic surges, especially during new release windows. We in Cloudfresh implement Zendesk solution for the customer support to help gaming companies streamline their support operations and optimize agent workload. Zendesk offers a unified platform that integrates various support channels, enabling agents to manage interactions from a single workspace. AI-powered automation can handle routine inquiries, allowing agents to focus on complex issues. Zendesk also provides tools for intelligent ticket routing, workforce management, and performance monitoring, which helps optimize agent efficiency and ensure timely issue resolution.
Personalization is key to delivering a top player experience. How can gaming brands use AI-driven customer support to provide more tailored interactions and proactively address player needs?
Personalization in gaming support is no longer a luxury, it’s a necessity. AI-driven solutions are empowering gaming companies to meet this demand in innovative ways. Here are some practical examples:
- AI Agents for 24/7 Support and Instant Answers: Players expect support around the clock. Zendesk’s AI Agents can provide instant, accurate answers to common questions, drawing from your knowledge base. This ensures players get the help they need immediately, any time of day.
- Intelligent Triage and Routing: AI can analyze incoming support tickets and route them to the right agent or team based on the player’s issue, game, or platform. This ensures that players are connected with specialists who can address their specific needs efficiently.
- Proactive Support and Personalized Recommendations: By analyzing player data and behavior, AI can help anticipate common issues and proactively offer solutions or tips. This could include in-game notifications, personalized FAQs, or tailored support articles. For example, Kaizen Gaming, a European eGaming company, delivers 95% resolution at first contact with live chat and 360° views of customers. This level of insight allows for highly personalized and proactive support.
- Automation for Scalability: Gaming companies often experience peak support volumes around game releases or updates. Zendesk’s automation capabilities, enhanced by AI, can handle surging ticket volumes and reduce wait times. Play Games24x7, an Indian online gaming company, reduced their resolution time by 68% by leveraging Zendesk automation and analytics. This demonstrates the power of AI in scaling support operations efficiently.
By leveraging Zendesk’s AI-driven features, gaming companies can provide more tailored, efficient, and proactive support experiences, ultimately driving player satisfaction and loyalty.
Cloudfresh has extensive expertise in implementing and optimizing Zendesk solutions for gaming businesses. Can you share a recent success story where your solutions significantly improved customer experience?
Yes, we have many success stories, and one recent example is our work with Bloober Team, a renowned game development studio specializing in psychological horror games. Bloober Team faced challenges in providing efficient player support, especially during peak times around game releases. They needed a solution that could scale, provide comprehensive data from players, and streamline their support workflow.
We implemented Zendesk’s Enterprise Suite for Bloober Team, including add-on apps and a custom ticket form to gather essential information from players. We also integrated DeepL for translation to assist with their diverse player base.
The results were transformative. Bloober Team now has a robust system to manage player support, allowing them to react quickly to issues and provide timely solutions. This has significantly improved their ability to maintain contact with players, address concerns, and ultimately enhance the player experience. This case demonstrates our ability to tailor Zendesk solutions to the specific needs of gaming companies, helping them to overcome support challenges and foster stronger player relationships.
At the Prague Gaming & TECH Summit 2025, AI and automation in gaming support will be major discussion points. How do you see AI-driven support evolving in the next few years, and what should gaming operators focus on to stay ahead?
It’s clear that AI is no longer a future possibility in gaming support – it’s the present and the driving force of its evolution. We’re seeing a distinct separation between companies that are embracing AI and those that aren’t. Those “CX Trendsetters” are pulling ahead, and gaming operators need to be in that category. It’s not just about replacing human agents either; it’s about ‘human-centric AI.’ We’re talking about augmenting agents, giving them superpowers to handle complex issues while AI handles the routine.
Looking ahead, expect AI to get even smarter – predictive, hyper-personalized, with more natural conversations. And it’s not just chatbots anymore; AI-powered automation will touch every support channel, creating those seamless omnichannel experiences players demand. Crucially, AI will provide a wealth of data and insights, allowing for data-driven optimization of support strategies.
So, for gaming operators who want to stay ahead, it boils down to this: invest strategically in AI, empower your agents to work alongside it, focus on leveraging those AI-driven insights, build systems that can scale and adapt, and, of course, prioritize data security. That’s from my point of view the roadmap for success in the AI-driven future of gaming support.
With Cloudfresh at the Prague Gaming & TECH Summit 2025, this year’s event will showcase the latest innovations in AI-driven player support and customer service strategies. Don’t miss the opportunity to connect with industry leaders, gain exclusive insights, and explore the future of gaming support technology!
The post Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support appeared first on European Gaming Industry News.
Conferences in Europe
Pioneering Compliance and Innovation: Atlaslive’s Strategy in the Evolving iGaming Landscape
HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Atlaslive, a cutting-edge iGaming platform provider, as the Badge & Bracelet Sponsor and key participant in this year’s event. In this exclusive interview, we speak with Lasha Kupatadze, Chief Product Officer at Atlaslive, to explore the company’s readiness for Brazil’s evolving regulatory landscape, its approach to industry certifications, responsible gambling, and the product innovations driving the future of iGaming.
Atlaslive has achieved the Gaming Laboratories International (GLI) certification for its iGaming Platform in Brazil. What were the most critical compliance requirements for entering Brazil’s newly regulated gaming market, and how does this certification position Atlaslive for long-term success in the region? What are your next strategic steps?
Entering Brazil’s newly regulated gaming market presented a unique set of compliance requirements that companies must navigate carefully. For Atlaslive, achieving the Gaming Laboratories International (GLI) certification was a significant milestone, as it demonstrates our commitment to maintaining high standards of fairness, security, and player protection.
Achieving this certification gives us a solid foundation for long-term success in Brazil. It not only enhances our credibility but also streamlines the regulatory approval process for entering the market. This positioning can help us attract investors and partners who prioritize ethical operations in their collaborations.
As we look to the future, our strategic focus will be on enhancing partnerships within the region. By fostering relationships with local payment processors and regulatory authorities, we can ensure a more seamless entry into the market. We also recognize the importance of creating a marketing strategy that resonates with Brazilian players, emphasizing responsible gaming and community engagement.
Furthermore, we plan to localize our game content to align with Brazilian culture, ensuring that we enhance the user experience. As we progress, continuous monitoring of compliance requirements will be vital to adapt to any regulatory changes. Investing in the technology behind our platform will also support our ability to scale and engage players effectively.
You have recently shared insights about how AI revolutionizes responsible gaming and player protection. Can you share Atlaslive’s perspective with our readers?
At Atlaslive, we see artificial intelligence as a real game-changer in ensuring player well-being. By using AI-driven analytics, we can detect potential risk behaviors early and proactively assist players who might need a break or additional support. We offer self-exclusion options, deposit limits, and other responsible gaming tools. Also we’ve found that these real-time insights help us personalize responsible gaming measures and gain genuine trust with our audience. We will continue leveraging AI-driven insights to make Atlaslive a safer and more enjoyable platform for players worldwide!
Responsible gambling and KYC compliance are growing priorities worldwide. How does Atlaslive integrate these crucial elements into its platform to ensure a secure and player-focused experience?
At Atlaslive, we understand that responsible gambling and Know Your Customer (KYC) compliance are not just regulatory necessities but essential elements in delivering a secure and player-focused experience. Our commitment to these priorities is seamlessly integrated into our platform, particularly as we tailor our solutions for the Brazilian market.
A key component of our KYC compliance strategy is a strategic partnership with Brazil’s leading identity verification technology provider. This partnership allows us to leverage advanced tools that meet the specific requirements of the Brazilian market. Utilizing document examination through Optical Character Recognition (OCR) and 3D facial identification, our partner provides comprehensive identity verification in fewer than 30 seconds. This innovation not only streamlines the registration process, reducing player registration time by an impressive 30%, but also significantly minimizes fraud risks and ensures strict adherence to Brazilian regulations.
In addition to our robust KYC services, we are devoted to promoting responsible gaming. Atlaslive has developed a suite of features designed to empower players to engage in gaming safely and responsibly. We offer customizable settings that allow users to set their own limits on deposits, wagers, and gaming sessions. Self-exclusion options and cool-off periods are also available, providing players with the tools they need to manage their gaming behavior effectively.
We additionally provide educational resources on our platform to inform players about the risks associated with gambling. Our customer support team is well-trained to identify signs of distress and offer appropriate guidance, ensuring that support is always available when needed.
Atlaslive is known for its adaptable and scalable platform. Can you share some of the latest product innovations and enhancements that set you apart in the competitive iGaming landscape?
At Atlaslive, we focus on developing a platform that seamlessly adapts to our partners’ evolving needs. That means we’re constantly refining everything—both the user-facing interface and the powerful backend behind it. Recently, we have prioritized real-time data analytics, enabling operators to swiftly identify player trends and adapt to engagement shifts seamlessly. We’ve also introduced flexible integrations, making it effortless for businesses to plug in third-party services while keeping everything running smoothly. On top of that, we’re unveiling personalization features that let operators fine-tune everything from lobby layouts to bonus offerings according to each player’s preferences. Altogether, these updates give our clients the agility and creativity they need to stay ahead in a market that never slows down!
At the Prague Gaming & TECH Summit 2025, you’ll be speaking on the panel “Regulatory Crossroads: Lessons & Compliance Strategies from North America & LATAM.” Can you share a sneak peek of the key regulatory challenges and strategies you’ll be discussing with the audience?
During the panel, I’ll dive into how our platform is built to adapt to Brazil’s unique regulatory requirements, which can change quickly as legislation matures. I plan to highlight two core areas: first, how to navigate the nuanced compliance landscape to ensure operators are always a step ahead, and second, how technology-driven solutions—like real-time monitoring and reporting—make that possible. We’ll also touch on the importance of forging strong relationships with local authorities, so you can seamlessly enter and thrive in the market. When you boil it all down, a flexible, tech-savvy approach to compliance isn’t just about ticking boxes; it’s about protecting players, earning trust, and ultimately growing a strong brand in one of the world’s most dynamic iGaming arenas!
With Atlaslive at the Prague Gaming & TECH Summit 2025, this year’s event promises invaluable insights into the future of iGaming and technology. Don’t miss the opportunity to connect with industry leaders, gain exclusive market perspectives, and be part of the most dynamic gathering in the CEE region!
Join us on 25-26 March 2025 in Prague – Register now and explore the full agenda!
The post Pioneering Compliance and Innovation: Atlaslive’s Strategy in the Evolving iGaming Landscape appeared first on European Gaming Industry News.
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