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SoftSwiss First Line Support team processed more than 1.250.000 players requests in 2020
SoftSwiss First Line Support team has recently shared its annual statistics, where the team revealed that in 2020 it processed more than 1.250.000 player requests, and made more than 877,000 cashouts. Such efficient and fruitful cooperation with players has resulted in increased financial value for SoftSwiss online casino clients.
These results have led to an increased interest in SoftSwiss brand as a whole including its broad solutions portfolio.
Yan Fursa, Head of First Line Support at SoftSwiss Managed Services said: “SoftSwiss always strives to deliver the quickest, best, and most secure service possible regarding all types of queries, including the most complex technical ones. Our hard work in 2020 paid off and we’re very happy we could generate additional value, as well as cut costs and save time for SoftSwiss online casino clients. All of us at the First Line Support team are extremely happy about this achievement. More to come in 2021!”
First Line Support team SoftSwiss takes over the full support of online casino platform players. Its qualified customer support associates communicate with players via live chat and emails, available in 3 different languages 24/7. The team primarily works on questions or requests from casino players, handles issues or bugs reported by players, performs KYC checks on the players who request withdrawals, and many more. Being close to the client, and acting as efficient, flexible, safe as possible – are the main principles of the SoftSwiss customer service.
Managed Services is a part of SoftSwiss solutions offered to clients to help them deliver support for their iGaming brand. The department comprises First Line Support, Anti-Fraud Support, Retention & VIP Management services. Providing full-cycle player care, SoftSwiss support teams are the link between player and platform. The services are not only integral to enhancing the user experience and spotting technical errors. The teams do also help to enhance the client’s financial performance and provide fraud protection for their business. With its extensive expertise and flexibility for operators’ business needs, SoftSwiss Managed Services helps to foster the success of clients’ brands.
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Crash Games
Evoplay launches Caramelo Dog Lucky Run crash game for Brazil
Evoplay has launched Caramelo Dog Lucky Run, a new crash-style instant win game themed around Brazilian street culture and the widely recognised “Caramelo Dog” reference.
The title follows Taco, a dog navigating a neighbourhood filled with obstacles. Players move step by step across roads as the multiplier increases, choosing to cash out or keep going.
Evoplay said the game uses randomised obstacle patterns so each round plays differently. Players can choose between four difficulty settings — Easy, Medium, Hard, and Hardcore — with higher difficulty increasing obstacle intensity and the multiplier.
Caramelo Dog Lucky Run also includes a cash-out function that can be triggered after Taco safely stops, plus customisable autoplay settings for stake preferences and stop conditions.
Ivan Kravchuk, CEO at Evoplay, said: “Caramelo Dog Lucky Run brings a completely fresh personality to our portfolio through its vibrant Brazilian-inspired setting and charming main character.
“Players in Brazil need games that feel familiar, authentic and culturally connected to them. When a player recognises something that reflects their everyday life and online culture, it creates a far deeper level of engagement than entertainment alone, and that is exactly what Caramelo does in this game.”
The post Evoplay launches Caramelo Dog Lucky Run crash game for Brazil appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Bally’s Intralot S.A
Bally’s Intralot Signs New Lottery Contract with Hellenic Lotteries
Bally’s Intralot S.A. has signed a new contract with Hellenic Lotteries S.A., part of Allwyn Hellas (formerly OPAP), to deploy its industry-leading lottery technology solutions.
Following an international tender, Hellenic Lotteries was recently awarded the exclusive right to operate and manage Greece’s state lotteries (passive lotteries and instant games) for a period of 12 years, starting as of May 2, 2026. It is noted that the company also held the previous state lotteries’ license for a period of 12 years.
Bally’s Intralot has been awarded a contract to seamlessly migrate Hellenic Lottery’s existing Bally’s Intralot lottery system to its latest technology stack. Specifically, Bally’s Intralot will deploy a turnkey lotteries and instant games management solution based on its flagship LotosX Omni ecosystem. Bally’s Intralot will continue to support Hellenic Lotteries in delivering games, through its broad retail network while providing for digital integration. The contract covers an initial one-year base period, with the option to either extend annually for up to 3 years, or to continue for the full duration of the Concession.
Jan Karas, Chairman and CEO of Allwyn Hellas, said: “We are pleased to be cooperating with Bally’s Intralot, in the new era of Hellenic Lotteries. Ensuring business continuity, revamping and evolving our products, and upgrading customer experience are key pillars of our plans for the new 12-year concession. We look forward to continuing to work with Bally’s Intralot on technology solutions that will help us meet customer expectations, offer innovative propositions and drive business, while improving our efficiency, productivity, and responsible operations.”
“Allwyn Hellas and Hellenic Lotteries are valued long-standing partners and we are honored to renew and strengthen our collaboration. This agreement reflects the trust placed in our technology, our people, and our long‑term commitment to supporting regulated lottery operators. Working closely with Hellenic Lotteries, we aim to deliver a modern, secure, and scalable gaming ecosystem that enables sustainable growth and innovation,” said Robeson Reeves, CEO of the Bally’s Intralot Group.
The post Bally’s Intralot Signs New Lottery Contract with Hellenic Lotteries appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Daniel Cuc
REEVO Announces New Partnership with ReelPlay
REEVO has announced a new partnership with ReelPlay, an established and highly experienced games studio known for delivering premium digital gaming content to leading casino operators worldwide. This collaboration marks another important step in REEVO’s growth as it continues to build one of the industry’s most competitive and high-performing aggregation platforms.
Through this partnership, ReelPlay’s portfolio is now available on the REEVO aggregation platform, giving operators seamless access to some of the most recognizable and high-performing slot titles in the market through a single integration. The addition of ReelPlay further strengthens REEVO’s ecosystem with content that has already demonstrated strong success across regulated markets.
For REEVO, this partnership reinforces its commitment to working with top-tier studios that bring both scale and performance to its platform, while continuing to deliver value to operators through a growing and carefully curated content network.
Daniel Cuc, Head of Account Management at REEVO, said: “Partnering with ReelPlay is a major step forward for REEVO as we continue to strengthen our aggregation platform with globally recognized and high-performing content. ReelPlay has built a reputation for delivering games that stand out and perform at scale, and that is exactly the kind of content we want to bring to our partners. At REEVO, we are focused on building an ecosystem that gives operators access to the best content in the market, and this partnership is a strong reflection of that ambition.”
Niki Longmuir, Chief Commercial Officer at ReelPlay, said: “ReelPlay are delighted to launch our content on REEVO’s established network. We are looking forward to expanding our distribution through this exciting new partnership and enabling our top-performing and innovative games to reach new operators, players and markets.”
The post REEVO Announces New Partnership with ReelPlay appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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