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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.

Canada

CasinoCanada announces partnership with Slota Casino

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CasinoCanada.com has entered into a partnership with Slota Casino aimed at increasing the platform’s visibility and directing traffic from non-regulated Canadian markets.

As part of the collaboration, CasinoCanada will prepare and publish informational materials describing Slota Casino’s features and game offerings.

The partnership includes ongoing content development, efforts to increase platform visibility and user acquisition activities across CasinoCanada’s media channels.

CasinoCanada is an online casino guide focused on the Canadian market, operated by SEOBROTHERS.

Eugene Ravdin, Head of PR at SEOBROTHERS, commented:

“We focus on delivering accurate information about the Slota Casino platform while maintaining consistent content updates and supporting steady traffic growth across our channels.”

Slota Casino was launched in 2024 by GBL Solutions N.V. under a Curacao licence.

Slota Casino is operated by the Slota Partners affiliate program.

The platform provides access to more than 12,000 online casino games from 130 providers, including Play’n GO, Endorphina and Games Global.

A representative of Slota Casino said:

“We’re genuinely excited about teaming up with CasinoCanada. This is a major step forward for us.

The Canadian market has enormous potential, and partnering with a portal as respected as CasinoCanada gives our brand the visibility and credibility it deserves in this region.”

The post CasinoCanada announces partnership with Slota Casino appeared first on Americas iGaming & Sports Betting News.

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Brazil

Esportes da Sorte has renewed its official sponsorship of the Parintins Folklore Festival for the 2026 edition

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Esportes da Sorte has renewed its official sponsorship of the Parintins Folklore Festival for the 2026 edition.

The brand reinforces its strategy of promoting Brazilian culture after fostering an exchange between the North and Northeast regions during the Pernambuco Carnival.

Esportes da Sorte announced the renewal of its official sponsorship of the Parintins Folklore Festival for the 2026 edition.

Scheduled to take place from June 26 to 28, the event is part of the brand’s strategy to strengthen Brazilian cultural expressions and support the regional creative economy.

The continuation of the partnership follows a cycle of cultural integration promoted by the company over the past year.

In 2026, the group brought artistic references from the Parintins Festival to Recife Carnival by inviting Amazonian visual artist Iran Martins to design the brand’s parade float at Galo da Madrugada.

The project incorporated movement mechanisms and aesthetic elements inspired by the “bumbás” universe into the visual language of frevo.

Beyond brand exposure, the investment in Parintins is part of a positioning strategy focused on valuing Brazilian cultural identity and strengthening initiatives with strong regional ties.

“Our presence in Parintins goes beyond a branding action. It is a commitment to valuing Brazilian culture and the professionals who drive this creative ecosystem.

By bringing together references from the Parintins Festival and Recife Carnival, we show how different cultural expressions in the country can dialogue and create new connections.

We want to continue expanding this impact and contribute to keeping the bumbá tradition strong,” said Marcela Campos, Vice President of Grupo Esportes Gaming Brasil, owner of Esportes da Sorte.

Economic growth and new Bumbódromo

The Parintins Festival 2026 is expected to generate around R$193.2 million, a projected 5% increase compared to the previous edition. The forecast also includes approximately 30,000 direct and indirect jobs, as well as the arrival of around 126,000 tourists.

The audience will be welcomed in the new Bumbódromo, a structure with capacity for up to 25,000 people per day, which will become part of the festival’s expansion in the coming years.

Esportes da Sorte

Esportes da Sorte is one of Brazil’s leading sports betting platforms, with 100% national operations and a license granted by the Ministry of Finance (SPA/MF) to Esportes Gaming Brasil — the group that also owns the Onabet and Lottu brands.

The company is part of a Great Place to Work certified group and generates around 1,000 direct and indirect jobs. Its pillars include innovation, commitment to responsible gaming, and support for sector regulation.

It maintains strategic partnerships with institutions such as ANJL, IBIA, Sportradar, EBAC, and IAA, strengthening control practices, problem gambling prevention, and user protection.

In addition to sports betting, Esportes da Sorte invests consistently in sports, culture, and social projects. It is a master sponsor of clubs such as Corinthians, Ceará, Ferroviária, and Náutico, as well as supporting major cultural events like Galo da Madrugada, Carnival celebrations in cities such as Recife, Olinda, Salvador, Maceió, Natal, Caicó, Belo Horizonte, Rio de Janeiro, and São Paulo, and the Parintins Festival. The brand also expands its digital presence through creative campaigns and influencer partnerships, strengthening its connection with audiences across online platforms.

The post Esportes da Sorte has renewed its official sponsorship of the Parintins Folklore Festival for the 2026 edition appeared first on Americas iGaming & Sports Betting News.

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Canada

Digicode to showcase Diger Suite at SBC Summit Canada 2026

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Digicode will showcase its Diger Suite at SBC Summit Canada, taking place in Toronto from May 19–21, 2026.

At the event, the company will highlight how its product suite addresses evolving technical and partnership demands in Canada’s regulated iGaming market.

As the market moves beyond initial entry and into a phase defined by performance, scalability, and compliance, operators are re-evaluating their technology foundations.

Digicode’s Diger Suite is built to support this shift, offering a modular architecture that enables faster adaptation to regulatory changes, improved system reliability, and more efficient operations.

Aligned with the summit’s 2026 theme, “Partnerships, Performance, and Market Reality,” Digicode will demonstrate how its technology supports sustainable growth.

The Diger Suite equips operators with tools to manage complex integrations, streamline localized payment processing, and ensure compliance with responsible gaming requirements.

Its AI-driven framework automates backend workflows while maintaining strict standards for security and uptime.

“The Canadian market has entered the phase of operational maturity where the focus is no longer on expansion alone but on improving efficiency and long-term profitability,” said Elkhan Shabanov, CEO of Digicode Americas.

Operators are looking for solutions that not only meet regulatory demands but also enable them to scale efficiently and maintain control over their platforms.”  

During the summit, Digicode’s team will engage with industry stakeholders on topics including AI adoption in product development, modernization of legacy systems, and the transition away from traditional SaaS and revenue-share models toward full platform ownership.

The company aims to help operators regain control of their technology stack, reduce dependency on third-party vendors, and build scalable, compliant solutions tailored to their business needs. 

About Digicode

Digicode is a full-cycle AI-enabled product development company that designs and delivers enterprise digital solutions for organizations in complex, regulated environments.

Digicode supports clients with enterprise systems, integrations, and long-term software development. The company operates internationally and prioritizes projects where ownership and technical responsibility remain with the client.

The post Digicode to showcase Diger Suite at SBC Summit Canada 2026 appeared first on Americas iGaming & Sports Betting News.

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