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The Untapped Potential of Localised Support January 2024

Published

1 year ago

February 17, 2025

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Reading Time: 3 minutes

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.

Baltics

Endorphina Confirms Spelet.lv Partnership

Published

2 minutes ago

June 4, 2026

Wladimir P.

endorphina-confirms-spelet.lv-partnership

Endorphina has announced that its new partnership with Spelet.lv, successfully completes the company’s expansion across the Latvian market.

This milestone now confirms Endorphina as officially live with all key partners in the region.

Ticking the final box with Spelet.lv represents a major strategic achievement, reinforcing Endorphina’s strong presence in Latvia and highlighting its commitment to delivering high-quality gaming content across regulated markets.

“We’re very proud to partner with Spelet.lv, especially as it represents the final step in completing our presence in Latvia. Being live across all key partners in the market is a significant achievement for us, and it reflects the strong relationships we’ve built in the region. We’re excited to continue growing and delivering great results together,” said Inga Kadyrova, Partnership Manager at Endorphina.

The new partners also fully endorsed the collaboration.

“At Spelet, we build our ecosystem around quality, trust, and strong content, working only with partners who set the standards of the industry rather than follow them. Our partnership with Endorphina represents a strategic enhancement of our portfolio and another step towards a product where every game combines distinctive design, well-crafted mathematics, and a high level of execution. Strong partners create strong products,” said Milena Konstantinova, Head of Casino at Spelet.lv.

By focusing on comprehensive online leisure entertainment, modern new casino games and sports betting, Spelet.lv has already established itself as a serious player and a significant competitor to other Latvian online casinos, with the brand now able to add exceptional Endorphina games like 3 Witch Pots, Hell Hot 100 and Joker Stoker to their offering.

With this partnership, Endorphina completely strengthens its position in Latvia, setting a solid foundation for future growth while continuing to provide engaging and innovative gaming experiences to players across the market.

The post Endorphina Confirms Spelet.lv Partnership appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Asia

EGT wins SiGMA Asia Awards 2026 for Best Land-Based Game Feature

Published

2 minutes ago

June 4, 2026

Wladimir P.

egt-wins-sigma-asia-awards-2026-for-best-land-based-game-feature

EGT has won the Best Land-Based Game Feature category at the SiGMA Asia Awards 2026 for the second consecutive year. The award was presented at a ceremony on 01 June, with EGT recognized for its multi-level progressive jackpot Sheng Sheng Bu Xi.

According to the company, Sheng Sheng Bu Xi is part of its Asian-themed products portfolio and is available in two titles: Bonus Boom and Bonus Craze. EGT said the feature runs across four jackpot levels with bonus mechanics including free spins and multipliers.

EGT said the feature is powered by its Exciter IV platform and is compatible with its Supreme, General and Phoenix Series slot cabinets. The company added that Sheng Sheng Bu Xi is deployed in “numerous gaming establishments globally.”

Mariana Manchina, Director of EGT Philippines Corp., said: “It is an honor to us to be acknowledged by the SiGMA Asia Awards again. Following the success of Zhao Cai Shuang Yu last year, the prize for Sheng Sheng Bu Xi is eloquent proof that our Asian-themed products are widely accepted by players, operators, and the professional gaming community as a whole. I would like to thank our customers, partners and friends for their continuous support and recognition, as well as our team, without whose creativity, talent and passion for innovation we would not have been able to have these remarkable achievements.”

The post EGT wins SiGMA Asia Awards 2026 for Best Land-Based Game Feature appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Balkans

Expanse Studios Signs Content Distribution Agreement with MaxBet

Published

2 minutes ago

June 4, 2026

Wladimir P.

expanse-studios-signs-content-distribution-agreement-with-maxbet

Meridian Holdings Inc. announced that the Company’s subsidiary, Expanse Studios, a leading B2B iGaming content provider, has signed a strategic distribution agreement with MaxBet, one of Serbia’s leading omni-channel gaming operators and a subsidiary of Flutter Entertainment. The agreement will enable Expanse to further expand the reach of its proprietary gaming portfolio across the Serbian market

By integrating with MaxBet’s established infrastructure, Expanse Studios gains expanded distribution through one of the region’s dominant operators. The partnership is already in full effect, with Expanse Studios’ suite of titles currently live and accessible to players.

“This agreement offers Expanse and Meridian direct access to Flutter’s increased global scale and capitalizes on the rising demand for our localized, high-performing content. With this collaboration, our focus remains on driving B2B growth through quality distribution and scalable partnerships with market-leading operators in regulated territories,” said Damjan Stamenkovic, CEO of Expanse Studios.

According to Statista, Serbia’s online gambling revenue is projected to grow to $186 million by 2029. MaxBet maintains an estimated 15-20% online market share in the country, making the firm a strong parter for potential increased revenue generation in one of Southeast Europe’s most dynamic regulated markets.

With more than 1500 B2B operator partnerships globally and a portfolio of over 70 proprietary titles, Expanse continues building distribution infrastructure in regulated markets where licensed operators require certified, compliant gaming content from established providers.

The post Expanse Studios Signs Content Distribution Agreement with MaxBet appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.