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The Untapped Potential of Localised Support January 2024
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Objective: Examine how customer experience shapes player retention and brand loyalty in iGaming, placing emphasis on the role of localised, high-quality support.
Answer:
In the rapidly evolving iGaming industry, players have more choice than ever before—whether it’s brands, slots, game types, payment options, the list goes on. With so much competition, customer experience is quickly becoming a significant differentiator for operators. The ability to deliver a seamless, player-centric experience across multiple jurisdictions is not just a competitive advantage but a necessity in retaining players in this growingly saturated market.
Customer experience today goes far beyond just problem-solving for players. It encompasses proactive, personalised engagement, meaningful recommendations, and a culturally resonant approach. The operators that succeed in this space are those who maintain high standards across these elements, delivering them in a timely and localised manner. Localisation, in particular, is a key factor in turning good customer service into exceptional customer experiences.
So, why is localisation so important? At its core, successful customer support is built on trust. But building trust across diverse jurisdictions is not something that can be achieved through a single, uniform strategy. Methods of communication are a prime example. In Brazil, where the newly regulated market is flourishing, players may expect warm and conversational interactions. In contrast, many European players often favour more concise and formal communication. Recognising and adapting to these cultural nuances allows operators to foster a stronger connection with their entire player base.
Beyond communication style, localisation also plays a critical role in regulatory compliance. The iGaming industry is highly fragmented in terms of regulations, and players are increasingly aware of their rights. A customer service team that understands local legislation implicitly adds immense value, ensuring compliance while delivering tailored support. This not only reinforces trust but also strengthens the player’s respect for the brand.
At the same time, operators face the challenge of balancing high-quality customer support with the flexibility needed to respond to fluctuating demand. This is where RokkerX delivers measurable value. By offering scalable resource allocation and rigorous cross-functional training, we ensure our teams can adapt to surges in demand; whether it’s a major sporting event in a specific jurisdiction or global-scale activity, without compromising on quality. Our teams remain aligned with the core values of our clients’ brands, ensuring a customer-centric approach at all times.
Looking ahead, the iGaming industry is poised for further transformation, driven by advancements in technology and localisation. At RokkerX, we are committed to staying at the forefront of these changes to help our clients deliver exceptional experiences. Trends like the growing prominence of omnichannel communication, including social media and in-app messaging, and advancements in natural language processing (NLP) will enable operators to communicate with even greater precision and cultural nuance. Yet, the future will demand more than just technology. The ability to strike the right balance between tech-driven solutions and the human touch will be essential in creating meaningful connections with players.
As the industry evolves, the blend of cutting-edge technology, cultural understanding, and human expertise will define the next era of player engagement. By staying ahead of these trends, RokkerX ensures our clients are not only prepared for the future but thrive in it.
The post The Untapped Potential of Localised Support January 2024 appeared first on European Gaming Industry News.
Affiliate Succes
Hiring Blitz Expands Quantum Affiliate’s Staff By 10%
The UK-based affiliate is expanding its marketing and commercial teams by hiring six new staff members, while there are still five positions to be filled.
Power affiliate Quantum (previously QiH Group) has experienced significant expansion in the initial two months of 2026, hiring six new staff members for its commercial and marketing teams since December.
First on the list is Shannon Walsh, who enters the swiftly expanding commercial department as a partnerships manager.
Dimi Papamichael, speaking about the stellar growth of his team, said: “From day one, I’ve felt a huge amount of backing and belief in what we’re building here at Quantum – and that’s already turning into real momentum. We’ve recently hired a couple of great people to join our growing commercial team, and we’re not stopping there – with a few more hires lined up in the next couple of months.
“It’s a clear sign of where we’re heading, and there’s a real energy around the business right now. With big plans for this year, we’re continuing to invest in the commercial team to make sure we’ve got the right people in place to move quickly on the opportunities ahead. I’m excited to be building such an ambitious and talented team as we head into a big 2026, and I’m looking forward to what we can achieve together.”
The marketing team, headed by Luke Watkin, is proud to welcome:
- Cameron Harris, Marketing Specialist
- Caitlin McIntyre, Affiliate Sales Lead
- Caroline Millington, Affiliate Account Manager
- Ariadni Argyropoulou, paid social specialist
- Gabriela Profir, performance marketing lead
Luke Watkin, director of marketing for Quantum, said: “As a leader I’ve found it to be extremely energising having the backing, the investment, and the ambition within the business to be able to recruit top marketing talent in a number of key positions in recent months. In a short space of time we have really levelled up the quality of our team, and this is already paying dividends both in terms of how we are working, but also (and most importantly) in the form of results. I am excited to continue doing what I love, which is building brilliant teams.”
In addition to the six roles, Quantum is also seeking to fill roles for:
- head of sales
- senior business development manager
- paid social lead and
- sales ops executive
HR Director for Quantum, Andrea Talreja, shared: “It’s a time of exceptional growth for Quantum, which is exciting and rewarding. We’re seeking not only the roles listed here, but quite a few more in 2026, so if you’re a tech or performance marketing professional – whether from iGaming or other sectors – please get in touch!”
The post Hiring Blitz Expands Quantum Affiliate’s Staff By 10% appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
CasinoCanada
CasinoCanada announces new partnership with MelBet
CasinoCanada has announced a strategic partnership with MelBet, the international betting and gaming operator, aimed at expanding the brand’s footprint in Canada through dedicated content and brand representation on CasinoCanada’s digital platforms.
Under the agreement, CasinoCanada.com will produce detailed reviews and SEO-focused content tailored to Canadian audiences. The partnership is designed to provide users with clear, transparent information about MelBet’s products and services, while enhancing the operator’s visibility in Canada and driving traffic to the MelBet website.
CasinoCanada is operated by SEOBROTHERS, and Eugene Ravdin, Head of PR, said:
“MelBet operates across multiple international markets and has established a consistent presence in the iGaming industry. Through CasinoCanada, we will focus on delivering clear, data-based content tailored to users in Canada and quality traffic to the MelBet website. This partnership is structured around transparent communication and long-term cooperation.”
MelBet offers daily betting on over 1,000 events across sports and esports, alongside a wide range of slots from more than 120 global providers. The brand has earned multiple accolades, including Best Online Gambling Operator (EVENTUS 2023), Best Affiliate Program (SiGMA Africa Awards 2024), and Live Casino of the Year (AffPapa iGaming Awards 2024).
The operator’s high-profile sports partnerships feature legends such as Andrés Iniesta, Didier Drogba, and Kamaru Usman. In October 2025, MelBet extended its agreement as Juventus’ official betting partner in MENA and Africa, while Spanish La Liga and professional Dota 2 organisation OG Esports further enhance its global portfolio.
Anastasiia Shcherbyna, CMO at MelBet Affiliates, commented:
“Working with CasinoCanada has been smooth and efficient. They understand the specifics of our brand, communicate clearly, and consistently deliver on their commitments. We appreciate their professional approach and see strong potential for long-term cooperation.”
This collaboration positions MelBet for sustained growth in Canada, leveraging CasinoCanada’s content expertise and digital reach to strengthen brand awareness and user engagement.
The post CasinoCanada announces new partnership with MelBet appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Barbara Bang
QTech Games Amplifies Action Through Barbara Bang Integration
Emerging-markets leader enhances its content selection with new games from a rising contender.
QTech Games, the premier game aggregator for emerging markets, has sustained its robust momentum in its pipeline, owing to its recent agreement with promising studio, Barbara Bang, a slots provider recognized for its unique method of game development and a customized approach to discovering localized solutions for various markets.
Incorporating an outstanding portfolio from a highly unique and innovative digital slots supplier further enhances QTech Games’ expanding platform, which is bringing a diverse selection of online games to emerging markets, featuring well-known brands alongside the industry’s most thrilling new providers.
The games offered to QTech partners through this agreement are crypto-friendly and include popular titles and new releases like Sky Rail Riches, Juicy Fruits, Sunshine Rich, and Chieftain Buffalo. Each utilizes distinct maths modeling that alters the volatility spectrum, contributing to an engaging gaming experience.
Philip Doftvik, QTech Games’ CEO, said: “We’re committed to rolling out first-class content that drives revenue for our partners. So, this deal with Barbara Bang extends our impressive sequential pipeline – and we’ve so much more to come in 2026! In today’s marketplace, only high-quality games offering something different separate you from the rabble, so we’re delighted to see how Barbara Bang is fulfilling this demand. Their dedication to data-driven content development, coupled with an acute focus on even the most specific player-centric details, matches up neatly with QTech’s own localisation techniques across emerging markets.
George Dias, Partnership Manager of Barbara Bang, added: “Barbara Bang prides itself on our ever-expanding production line of titles which provide unique and head-turning experiences in an increasingly homogenised space. And we’ve found QTech to be a natural habitat for embracing such content, and delivering it to new audiences. Founded with the goal of bridging the gap between players and gaming platforms, Barbara Bang is now acquiring progressive recognition in the iGaming market, thanks to this deal with the top aggregator QTech Games.
“We’re confident that this partnership will allow us to seamlessly broaden the scope of our slots for fresh audiences across emerging markets. It’s a significant step for Barbara Bang in enlarging our global footprint.”
The post QTech Games Amplifies Action Through Barbara Bang Integration appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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