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Casino Software Providers 2021

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In the wake of general isolation and quarantine, each industry received its implementation on the Internet. Some did not take root, some no longer presented themselves to people in a different guise, while others have already been in it for a long time, but as if they got a second wind, they began to develop even more rapidly. Online gambling can be attributed to the third type since it has been popular since its inception because it has made the casino more accessible and closer to the average person. Now real money slots are one of the most serious for players in the online entertainment market. The increased demand of players is fully and completely satisfied by the constant updating of the gaming catalog of providers, and the emergence of new casinos that offer a new experience. First of all, this merit should be assigned by the developers of software for games for gambling projects, because they are responsible for each masterpiece of entertainment. Avid gamblers first of all pay attention to the gaming provider and the number of games in a particular gaming club. 

It is worth immediately explaining who the casino providers ​are and why they are needed. These are development companies, which in their structure and main purpose resemble the developers of games for handheld consoles and computer platforms. Their main task casino software providers are to create entertainment and attract attention to their projects. This is achieved by improving the gameplay and adding special bonus offers in real money casinos that are hardwired directly into the game. Their influence on the industry and the online casinos themselves cannot be overestimated and sometimes it can even be seen with the naked eye. For example, such a concept as the design of a gaming platform is sometimes based on the available games. Especially zealous real money slots create projects that are based on the entertainment of a certain developer, which predetermines the design of the entire project. The number of game developers is constantly growing and sometimes it is difficult to understand whether this is a new game project, or it is an offshoot of an existing one. Among them, some have been veins in their business for more than a dozen years and continue to delight players with their new games.  Here are the most popular providers of free pokies: Aristocrat, Microgaming, Playtech, NetEnt, Bally, Novomatic, Betsoft, IGT. Each of them is a guarantor of quality and an excellent pastime in a gambling project. Their distinctive features are different and they also became known for different reasons:

Microgaming  is known to players primarily for its progressive jackpots and slots, which have become a household name in the industry. It is microgaming casinos that are popular among players of different nations and cities due to their design.
Playtech  casino has always been distinguished by its collaborations with famous media brands such as Marvel, as well as the presence of special slots real money online with the highest RTP rates in the industry.
Aristocrat  casino games are also, first of all, slots, since this developer has been creating game atoms throughout its history, after which it also decided to try its hand at their online implementation.
NetEnt  casino is a brand that attracts players not only by the quantity but also by the quality of its gaming products, the overwhelming majority of which are the same spin and win real money slot machines.
IGT  casino developer is known to everyone for its meticulous approach to the supply of entertainment to gambling projects, so if you see games from this company, you can rest assured of the quality of the gamble online real money.
Bally  casino is faithful to the traditions and, in addition to games for online casinos, produces slot machines that are still capable of surprising even the most sophisticated player.
Betsoft  сasino is primarily a company that actively promotes games on mobile platforms. This is their bread and water.
Novomatic  games is another developer known for its slots with a long history, which is distinguished by high variance indicators.

Next, we will tell you in detail about each of the representatives of the online casino software development industry.

Aristocrat

Foundation date: 1953

Most popular casinos: Buffalo free online slots, 5 Dragons, Indian Dreaming

Income 2021: 2.23 billion AUD (annual)

The Aristocrat company is a true old-timer of the industry. It was founded in 1953 in Australia, which is why it has become the number one among both land-based and online casinos in this country. Throughout its history of existence to this day, it was engaged in the creation of Aristocrat slots online real money, which are now supported by Internet versions. From the 60s of the 20th century, Aristocrat entered the European market of the gambling industry, where it firmly holds its position to this day. As of 2019, the capitalization of Aristocrat Technologies was 4.4 billion AUD. According to the company’s official data, in the first half of 2021, their annual income was 2.23 billion AUD, which is only 2 million less than income for the entire 2020. These numbers perfectly show us that this developer is developing and increasing its influence on the market. This provider focuses on the development of free pokies Aristocrat. The most famous and popular among them are Buffalo real money pokies, 50 Lions, 5 Dragons, and many others. By the way, you can try their demo version, try your luck on the site of the same name https://aristocrat-slots.com/. The aristocrat loves to please players with a high RTP of 94%-97% on average, bonus rounds and free spins, and big jackpots. For example, the same Buffalo slot can make gamers gold with a total jackpot of $2,513,441.20. These Aristocrat pokies Australia games can be found in many gambling projects, but the most popular among them is the Australian projects such as Yoju, Wild Tornado, Spin Samurai. The growth in popularity of these real pokies online is not at all surprising, because the number of games is simply impressive, and many of them include their favorite characters from films and video games. In addition, Aristocrat Leisure is a large and profitable company that is included in the top 30 companies that impact the Australian economy in 2020.

Playtech

Foundation date: 1999

Most popular casinos: Funky Monkey slot machine, Irish Luck slot, Playtech free penny slots

Income 2021: $553 million

The Playtech company was founded in 1999 and develops games for online casinos. Their portfolio contains a wide variety of projects, from online slots to sports betting and playtech casinos no deposit bonus. In total, over the entire period of their existence, they have created more than 500 different entertainments and this figure is stunning, especially because the quality of games does not sag due to the quantity. Now the most popular genre among their games is slots real money online and the company does its best to promote them. For example, one of the nicest features is the presence of a huge jackpot in entertainment. For example, the Pink Panther free online slot has a total jackpot of $10,000,000! This figure is one of the largest in the industry and can even compete with a game like Mega Moolah, which is famous for its biggest wins. As for the distinctive characteristics, the Playtech company boasts a lot of interesting things. Firstly, all their products have been tested by eCOGRA, which tests pre-release versions of real casino slots and makes a verdict on their fairness. They also use data encryption technologies such as 128 bit SSL certification, which makes the entertainment completely protected from intruders. As for the capitalization of this company, in 2015 it was one of the most expensive with a net income of 136.3 million euros that year and a turnover of 630 million euros. As of 2021, developer Playtech has a net profit of 553 million dollars. Also worth noting is their contribution to the COVID-19 Fund, to which £3 million was donated. The best playtech casino list games are Buffalo Blitz slot, King Kong slot machine, and Jackpot Giant slot, which will give generous bonuses to users.

IGT

Foundation date: 1975 as Gtech SpA, 1990 as IGT

Most popular casinos: Wheel of Fortune free slots, Lobstermania slot, Cleopatra slot machine

Income 2021: $1.015 billion

International Game Technology (IGT) is a real giant in the development of games for gambling websites, which began its activities in 1975. Its history is somewhat reminiscent of the provider Aristocrat because IGT also based its activities on the development of free online slot machines, which are still supplied to land-based casinos around the world. At the moment, this IGT casino provider can be called the largest developer of real online pokies. The contribution of IGT to the field of development should be noted because they constantly invest their funds to research new technologies that will help create innovative games. In 2018, they spent $283 million on a research company. Now we are smoothly moving on to the most delicious dish – progressive jackpots slots and Aristocrat pokies. This solution is actively used by International Game Technology in free slots with bonuses machines, which allows players to receive incredibly large payouts. They are the creator of the famous Cleopatra Mega Jackpots, which has a total jackpot of $1 million. As for the RTP indicator, it is on average lower than that of other providers, but this is due to the same progression in maximum payments, the total amount of which is constantly replenished from the players’ bets. The size of the jackpot depends on the players, which is an additional incentive to constantly return to the game. The best casinos with IGT software are Wheel of Fortune free slots, free monopoly online, Da Vinci Diamonds free slots casino games. In the period from 2015 to 2019, the company’s total annual income has decreased every year and at the time of the same 2019 was about $4 billion. As for 2021, for the first quarter, they received revenue of $1.015 billion, which is almost $200 million more than the same indicator in 2020.

Microgaming

Foundation date: 1994

Most popular casinos: Hot shot, Romance slots, Tomb Raider online slot

Income 2021: $18.6 million (net income)

Microgaming casino provider is a true mastodon in the development of casino games, which has been on the gambling market since 1994. It is known not only for the development of a variety of online entertainment but for the creation of its own branded online casinos, in which mainly games are only from this provider. The most popular genre among 850 games created by this developer is, of course, microgaming slots real money. Some of them stand out for their collaboration with films and TV shows. These include Terminator 2, Game of Thrones, and even an adaptation of the famous Playboy magazine! But the most famous Microgaming no deposit bonus games entertainment of course is Mega Moolah without which none of the topmost profitable slots and biggest jackpots can do without. So far, the largest documented is $17.8 million! This indicator was immediately included in the Guinness Book of Records as the largest jackpot ever received in online games. Another feature that popularized this gaming brand is the presence of demo modes in slots. They allow players to try the free pokies Aristocrat without having to deposit any funds. You can try them in the best casinos with games from Microgaming: Golden Dragon slots, Immortal Romance slot, Pure Platinum, Bear Money. This company provides many of the highest-paid jobs in the industry. The annual salary is $145,000 per worker. Microgaming’s net income for the first half of 2021 is $18.6 million.

NetEnt

Foundation date: 1996

Most popular casinos: Sons of Slots, Royalzee, Jonny Jackpot

Income 2021: $60 million (net income)

In 1996, one of the most famous online casino software development companies NetEnt was established. Over the history of its existence, more than 200 different gaming projects have emerged from the pen of the software provider, the services of which are used by more than 210 free slot machines with free spins around the world. One of the most interesting distinctive features of this provider is the collection of player statistics during their pastime. For example, they analyze demographic data to understand in which regions which games are most popular, which sectors of society use certain games, and so on. They also study the gaming hardware on which users play so that in the next projects they can apply better optimization in them and they can run on any device. You do not need to worry about data leakage, because NetEnt uses only the information that the player will permit. Regarding slots from this provider, they also like to cooperate with famous brands and pop culture figures. For example, you can play slots such as Guns n ‘Roses, Jumanji free slots, and Narcos. Of course, the most pleasant features are combined or as they are called progressive jackpots. Their budget is growing thanks to the players and the stakes they make, so the total can go up to huge numbers. To become a participant in the progressive jackpot drawing, the gambler needs to make the maximum bet in the online slot. This is not a problem, as NetEnt casino has in its portfolio the so-called Penny Slots, in which the betting range is the most pleasant. You can get acquainted with them in the best online casinos with NetEnt slots games: Sons of Slots, Royal Zee, and Jonny Jackpot. As for NetEnt’s provider financial statements, this company, thanks to its development, entering new markets and the introduction of the latest technologies, began to increase its profitability indicators. In 2021, they were already able to receive approximately $60 million in net profit.

Betsoft

Foundation date: 1999

Most popular casinos: RioBet Casino, Rox Casino, SapphireBet Casino, Casino In

Income 2021: $18 million (net income)

Betsoft is an online casino games provider that was founded in the centre of European gambling – Great Britain in 1999. Previously, this company did not stand out for anything special among others and was a strong mid-range development, but in 2010 everything changed. Betsoft casino provider has released a new innovative line of 3D slots. They immediately captured the hearts of gambling fans with their unprecedented beauty graphics, which became the hallmark of this developer. Nowadays, the company is actively engaged in the creation of casino games on mobile platforms, which is their main activity. Thanks to skilful interaction with hardware, even the weakest devices can produce unprecedented graphics. It was for these developments in 2019 that Betsoft software provider was nominated and won the “Innovation in RNG Products for Casino” award. In addition to slots, they are also engaged in the creation of board games, in which 3D graphics are also used, but unfortunately, they have not yet been ported to mobile devices. Since the company does not provide official reporting on its earnings, we cannot provide you with exact figures, however, they are supposed to receive about $18 million in 2021. 

Novomatic

Foundation date: 1980

Most popular casinos: Sizzling Hot Deluxe slot, Lucky Lady Charm Deluxe, Dolphin’s Pearl slot 

Income 2021: $670 million

Another company with a worldwide reputation and immense popularity was founded in Australia in 1980. It was Novomatic casino provider, which at the dawn of its prosperity was exclusively engaged in the creation of free slot machines for online casinos, but at the beginning of the 21st century they decided to try their hand at online gambling and they received an overwhelming success. This became possible thanks to the merger of the developer with another company that specialized in the creation of computer graphics, whose name is Greentube. So far, they have developed over 300 different free online casino slot machines. They are also constantly updating Aristocrat poker machines that have already been released. So, in 2021, gamblers are waiting for the release of the Deluxe version of one of the most popular Book of Ra slots. As for the technical component of the slots, they have all the nice features for the players in the face of free online bonus rounds, free spins, multipliers, and special symbols with bonus features, and a high RTP from 90% to 99%. Financial indicators represented by the total turnover of funds of the Novomatic casino company increased to $1.7 billion in 2021, and their annual estimated earnings should be $670 million.

Bally

Foundation date: 1936

Most popular casinos: 88 Fortunes slot, Quick Hit game, Dragon Spin slot

Income 2021: $29.5 million (net income)

Developer Bally casino provider was founded in 1936. In 1968 it became part of a large holding and did not develop games until 1979. But everything changed this year. Bally will once again become a game provider after merging with another developer from Nevada. In 2014, one significant event happened for this company, because it became part of the huge Scientific Games holding. Nowadays, Bally casino provider is actively developing free online slots real money, introducing the latest technologies into them, which allow players to use them both on computers and mobile devices. The list of Bally slot machines consist of the legendary 88 Fortunes, Quick Hit, and King of Pop. The latter was designed as a tribute to the legendary Michael Jackson. Since this developer is part of the holding, its financial capabilities are almost unlimited, but this does not prevent the company from earning huge profits. As of the first quarter of 2021, Bally’s revenue is solidified at $29.5 million, the largest quarterly report since 2019.

 

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G2’s Otis Lawrence wins 2026 F1 Sim Racing World Championship

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Welsh driver beats Ismael Fahssi by two points after a 12-round season running March 27 to May 28 with a $750,000 prize pool.

G2-backed Alpine Sim Racing driver Otis Lawrence has been crowned 2026 F1 Sim Racing World Champion after the season concluded on May 28.

The 2026 F1 Sim Racing World Championship ran from March 27 to May 28 and featured a $750,000 prize pool. Drivers representing Formula 1 teams competed across four events, starting with a live opener at DreamHack Birmingham.

The title was decided at the final event. Lawrence secured multiple race victories across 12 rounds and finished top of the standings.

Lawrence won the championship by two points ahead of Scuderia Ferrari HP Esports driver Ismael Fahssi. Reigning champion Jarno Opmeer of Oracle Red Bull Sim Racing placed third overall.

The post G2’s Otis Lawrence wins 2026 F1 Sim Racing World Championship appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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“No iGaming, marcas sólidas dependem de consistência, experiência e relacionamento de longo prazo”

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Com uma trajetória construída em grandes grupos globais de mídia, entretenimento e varejo digital, Andréa Curral chega ao Grupo Esportes Gaming Brasil para ocupar o cargo de Diretora de Marketing em um momento estratégico para o mercado brasileiro de apostas regulamentadas.

Após passagens por empresas como Privalia, Discovery e Warner Bros., a executiva assume o desafio de fortalecer o posicionamento institucional e a estratégia de marca das operações Esportes da Sorte, Onabet e Lottu em um cenário cada vez mais competitivo, regulado e orientado por experiência do consumidor.

Em meio ao amadurecimento do setor de iGaming no Brasil, temas como branding, jogo responsável, aquisição eficiente, reputação e conexão cultural ganham relevância crescente para operadoras que buscam crescimento sustentável e diferenciação de longo prazo.

Nesta entrevista exclusiva ao Gaming Americas, Andréa Curral fala sobre como sua experiência em mercados tradicionais contribui para a construção de marcas mais sólidas no iGaming, o papel do marketing na promoção do jogo responsável, os desafios de equilibrar branding e performance em um ambiente altamente dinâmico e as estratégias do Grupo EGB para ampliar presença durante grandes eventos esportivos e manifestações culturais no país.

Andréa, você construiu uma trajetória sólida em gigantes globais de mercados tradicionais como Privalia, Discovery e Warner Bros.
Como essa experiência em branding e experiência do consumidor contribui hoje para sua atuação no iGaming com o Grupo EGB?

Andréa Curral – O principal aprendizado que trago de empresas de mídia, entretenimento e varejo digital é que marcas sólidas não se sustentam apenas em grandes campanhas, mas em consistência, experiência e construção de relacionamento no longo prazo. No iGaming, isso é ainda mais relevante, porque a relação com o usuário passa diretamente por confiança, clareza e segurança.

No Grupo EGB, buscamos aplicar uma visão integrada entre branding, performance e experiência do consumidor.

Isso significa tratar conteúdo como um ativo estratégico, trabalhar comunicação com lógica editorial e segmentação inteligente, além de utilizar métricas e tecnologia para melhorar continuamente a jornada do usuário.

Minha experiência em ambientes altamente competitivos também contribui para equilibrar crescimento, posicionamento institucional e eficiência operacional em um momento de amadurecimento importante para o mercado brasileiro.

Diante do atual momento de consolidação do mercado regulado no Brasil, quais são os principais focos e diretrizes da sua diretoria para o posicionamento institucional das marcas do grupo, Esportes da Sorte, Onabet e Lottu, dentro desse novo cenário?

O cenário atual exige marcas mais claras, operações mais eficientes e uma relação mais consistente com o público. Nossa estratégia está estruturada em três pilares principais: diferenciação de portfólio, experiência do usuário e construção de reputação.

Esportes da Sorte, Onabet e Lottu possuem posicionamentos distintos dentro do grupo, isso reduz a sobreposição e fortalece a identidade de cada operação. Mas um pilar comum a toda nossa empresa é o jogo responsável. É nossa responsabilidade garantir um ambiente controlado e saudável para a diversão.

Somos uma empresa com DNA brasileiro e nossos contratos de patrocínio vão além da exposição de mídia. Incentivamos a cultura nacional, gerando experiências relevantes, que conectam as marcas a territórios de grande relevância popular, como esporte, entretenimento e cultura.

Ao mesmo tempo, o aumento do custo de aquisição torna essencial uma operação integrada entre marketing, produto, atendimento e retenção, sempre alinhada às diretrizes de jogo responsável e à regulamentação vigente.

O Grupo EGB enfatiza o compromisso com o “jogo responsável”.
Como o marketing pode atuar de forma prática na educação do apostador e na promoção de bem-estar, transformando essa diretriz em comunicação efetiva para o público?

Para nós, jogo responsável não pode ser tratado apenas como uma obrigação regulatória ou uma mensagem complementar de comunicação. Ele precisa fazer parte da experiência do usuário, da operação e da construção de reputação da companhia.

O marketing tem um papel importante nesse processo ao comunicar com clareza, evitar promessas irreais e contribuir para uma relação mais consciente do usuário com o entretenimento.

Isso envolve reforçar mensagens sobre limites, autocontrole, pausas e transparência nas regras.

Também acreditamos que comunicação responsável ajuda a fortalecer um ambiente mais seguro e sustentável para todo o ecossistema. No longo prazo, confiança e reputação são ativos fundamentais para qualquer marca que queira crescer de forma consistente no setor.

Em termos de estratégia de crescimento, como você equilibra construção de marca de longo prazo (branding) com performance de curto prazo em um setor altamente dinâmico e competitivo como o iGaming?

Hoje Branding e performance trabalham em conjunto, de forma absolutamente integrada, para que os resultados de crescimento sustentável não dependam apenas de aquisição. Por isso, trabalhamos uma operação orientada por métricas, dados e otimização contínua, sem perder a visão estratégica de longo prazo.

A construção de marca passa por coerência, qualidade da experiência, clareza de comunicação e consistência na entrega. Esse mecanismo de relacionamento cria comunidade e reforça a confiança do usuário na marca.

A Copa do Mundo é um dos momentos mais disputados pela atenção do público.
Como o Esportes da Sorte está estruturando sua estratégia de mídia, conteúdo e transmissões oficiais para garantir presença forte e multiplataforma durante o torneio?

A Copa representa um dos maiores momentos de mobilização do entretenimento esportivo, então estruturamos uma estratégia multiplataforma que combina mídia, conteúdo e experiências presenciais.

O Esportes da Sorte fechou o patrocínio oficial das transmissões da Copa no SBT e na N Sports, garantindo presença em TV aberta, streaming, canais digitais e propriedades online das emissoras. Essa entrega amplia frequência e alcance de marca ao longo do torneio.

Mas entendemos que presença de mídia sozinha não é suficiente. Por isso, trabalhamos campanhas institucionais que conectam entretenimento, cultura popular e engajamento emocional.

“Torça como um Corinthiano”, por exemplo, usa a relação histórica da torcida do Corinthians com o clube para resgatar a conexão do brasileiro com a Seleção. Já “Convoque” aposta em humor, fantasia e linguagem digital para ampliar diálogo com diferentes públicos.

Tudo isso é desenvolvido mantendo o compromisso com comunicação responsável e alinhada às diretrizes do setor.

Dentro desse ecossistema de marca e entretenimento, quais serão os principais desdobramentos das ações de rua e patrocínios locais durante os períodos de grande consumo esportivo, como a Copa do Mundo?

Para os grandes eventos esportivos, nossa estratégia combina presença multiplataforma com experiências de proximidade junto ao público.

O objetivo é fazer com que as marcas do grupo estejam inseridas de forma orgânica na rotina e nos espaços de convivência dos torcedores, conectando entretenimento, conteúdo e experiência de marca.

Além da presença em mídia e transmissões oficiais, vamos trabalhar ativações proprietárias e ações presenciais em diferentes regiões do país, sempre buscando fortalecer relacionamento, engajamento e conexão cultural com o público.

Essa atuação também conversa diretamente com a visão do Grupo EGB de transformar patrocínios em plataformas contínuas de experiência e conteúdo, indo além da exposição tradicional e construindo relevância de longo prazo para as marcas.

Além do futebol, o Grupo EGB também investe em grandes manifestações culturais e eventos populares, como Carnaval e festivais regionais.
Como essas ativações se conectam à estratégia global de marca e à construção de presença no território brasileiro?

Nossa estratégia de marca está muito conectada à cultura popular e aos grandes territórios de mobilização do público brasileiro. O esporte é um pilar importante, mas não é o único.

Hoje o grupo apoia iniciativas de grande relevância nacional, como o Galo da Madrugada, o Festival de Parintins e o Carnaval em diferentes capitais brasileiras.

Essas propriedades ajudam a ampliar a presença nacional, fortalecer relacionamento com diferentes comunidades e criar conexões mais orgânicas com o público.

Mais do que exposição, buscamos desenvolver projetos de longo prazo que integrem conteúdo, experiência e ativação local. Isso permite que os patrocínios deixem de funcionar apenas como mídia tradicional e passem a operar como plataformas de relacionamento e construção institucional das marcas.

The post “No iGaming, marcas sólidas dependem de consistência, experiência e relacionamento de longo prazo” appeared first on Americas iGaming & Sports Betting News.

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How RocketPlay Closed 100% of Its Complaints in 2025: Inside the System

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In the iGaming industry, bonuses and welcome packages are no longer a brand differentiator. At the same time, compliance pressure is growing, acquisition costs continue to rise, and player trust has become harder to earn — and easier to lose.

As a result, player feedback is becoming one of the industry’s most important operational signals — changing from “nice to have” to a necessary indicator.

According to RocketPlay’s internal research conducted in early 2026, more than 20% of players check review platforms before registering on a casino website. For many of them, community feedback now matters as much as bonuses or game selection.

This shift is changing the role of reviews entirely, as right now review platforms function as public diagnostics systems for operators — revealing where friction appears, how brands behave under pressure and whether communication feels fair when something goes wrong.

From rating to operational signal

For years, many operators treated reviews mainly as a reputation management task: answer complaints, improve ratings and move on.

Today, complaints often reveal operational weaknesses faster than internal dashboards. Delayed withdrawals, unclear bonus rules, verification issues or poor escalation logic usually become visible in player feedback first.

That is why more operators now treat complaint handling as an operational process, rather than a PR layer. Players expect speed, clarity and fairness: they want to understand what happened, why a decision was made and whether the operator is open to reassessing the case.

Currently, some brands are building complaint workflows around 3 key principles: speed, clarity and fairness. Automation helps prioritise sensitive cases and reduce friction, while final decisions remain human-owned — especially in Responsible Gaming situations or complex disputes.

One example of this approach can be seen in RocketPlay’s operational model. The platform applies this approach through a structured 2-stage resolution system that covers both internal complaint handling and external escalations via independent platforms. Instead of treating complaints as isolated support tickets, the company uses recurring player feedback to identify friction points, clarify mechanics and improve communication flows.

In 2025, they closed 100% public complaints across Casino Guru and AskGamblers, with no repeat complaints from the same player. Recurring themes from these cases are consolidated and turned into product priorities, so that the same issue does not reach the next player.

This approach has also been recognized by the industry. In 2026, RocketPlay was shortlisted at the Casino Guru Awards in the category “The Most Effective Handling of Complaints,” reflecting its focus on transparent communication and structured complaint resolution. RocketPlay also won “Innovator of the Year (Operator)” at The International Gaming Awards 2025 for its AI-driven support implementation.

Why speed alone is not enough

Fast responses still matter, but speed alone no longer defines good complaint handling. Players value transparency, contextual reasoning and communication that feels human

RocketPlay’s internal metrics show that around 95% of cases receive a first meaningful response within 24 hours, while approximately 90% are addressed within two hours. AI-powered chat and email automation additionally help resolve a significant share of repetitive requests without requiring agent intervention.

However, the company believes that automation only works when paired with explainability. A rigid “Terms-only” approach may technically protect the operator, but can still damage long-term trust if players feel ignored or unfairly treated.

What this means for operators in 2026

The broader lesson for the industry is clear: reviews are no longer just reputation management. They are operational input.

In 2026, the operators most likely to build sustainable trust will not necessarily be the ones with the largest bonuses or the most aggressive acquisition funnels. Instead, they will be brands capable of listening systematically, reacting transparently and treating player feedback as part of product development itself.

The industry is entering a phase where trust is becoming measurable in public — and increasingly, players are the ones defining what that trust actually looks like.

The post How RocketPlay Closed 100% of Its Complaints in 2025: Inside the System appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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