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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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Bryndís Hrafnkelsdóttir
NOVOVISION Implemented at the University of Iceland Lottery
The University of Iceland Lottery UIL (Happdrætti Háskóla Íslands) was established in 1933 for the purpose of funding the university buildings as well as the purchase of research equipment and other supplies. It is licensed to operate three types of lotteries in the Icelandic market: the traditional class lottery that was established upon its foundation, instant scratch cards, and some 500 gaming terminals which are currently operated in 19 venues across Iceland. Lottery games are very popular in Iceland and generally used as a means of raising money for community purposes.
The University of Iceland Lottery UIL (Happdrætti Háskóla Íslands) has implemented a new platform for gaming terminals in an aim to improve operational efficiency while ensuring a responsible approach to gaming. In a public tender, NOVOMATIC was chosen as the provider of the new CMS: NOVOVISION is the selected management solution, comprising in phase one a variety of functionalites including slots accounting, TiTo, AML, Business Intelligence and the NV smart Staff App in addition to providing the required IT infrastructure for all UIL venues. More system functionality is to be added at a later stage.
The system roll-out across all 19 venues was achieved in a timely manner during ongoing operations and with minimum disruption to the players. Apart from the manifold new functionalities on the operator side, the high level of system integration allows UIL customers to now redeem their tickets online via the UIL Players’ App directly to their bank accounts.
Fabian Schnötzinger, Market Coordination NBS, said: “This was a very special project that yielded immediate progress in ongoing operations. Gaining an in-depth understanding of the on-site requirements and implementing the integration together with the UIL team was a very positive experience for us, knowing that NOVOVISION would generate significant value in several areas. It was also the expertise and high level of commitment of the UIL team that made this project special: They addressed topics openly, provided quick feedback and made time in their schedules for implementation. This reliability and hands-on approach were real success factors. I am already looking forward to our cooperation in the next stages of the NOVOVISION implementation.”
“We are pleased to announce our collaboration with NOVOMATIC on this project. Slot machines are an important part of our business, and this technology will provide us with better access to information, helping us to responsibly manage our operations and enhance the player experience,” said Bryndís Hrafnkelsdóttir, CEO of UIL.
“The integration of the NOVOVISION platform has proceeded smoothly due to effective planning and great collaboration between UIL and NOVOMATIC. This platform offers features that will support us in making informed decisions without compromising our commitment to responsible gaming. As we move forward, we see opportunities to expand our service offerings and develop new solutions, including the upcoming implementation of electronic player cards. With NOVOVISION, we are well positioned to address the evolving needs of our customers while maintaining our focus on responsible gaming practices. This new platform is a key element of our strategy to enhance our operations and support our mission in the gaming market,” she added.
The post NOVOVISION Implemented at the University of Iceland Lottery appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Balkans
Expanse Studios Signs Content Distribution Deal with Lobbet
Expanse Studios, a subsidiary of Golden Matrix Group, has signed a content distribution agreement with Lobbet, a licensed sports betting and iGaming operator in Montenegro and part of the Fortuna Entertainment Group (FEG). The distribution will be delivered through DualSoft, a leading aggregation platform with an established footprint across regulated European markets.
Under the agreement, Lobbet will integrate Expanse Studios’ proprietary iGaming content into its online offering, expanding the availability of Expanse titles within the Montenegrin regulated market. DualSoft will facilitate distribution and technical integration, enabling scalable deployment across its broader operator network.
The transaction further strengthens Expanse Studios’ presence in regulated European markets and supports Golden Matrix Group’s broader B2B growth strategy. DualSoft represents a high-potential distribution channel, serving more than ten active operators across multiple regulated jurisdictions, with additional expansion planned.
Lobbet operates in Montenegro as part of Fortuna Entertainment Group, one of the largest betting operators in Central Europe, which recently entered the Montenegrin market through the acquisition of Lob, reflecting growing institutional confidence in the country’s regulated gaming sector.
“This agreement reflects our approach to regulated market expansion across Europe, through scalable B2B distribution. Working with DualSoft allows us to reach high-quality operators such as Lobbet while creating optionality across a broader network of regulated markets. Our focus remains on disciplined growth through partners that operate within clear regulatory frameworks,” said Damjan Stamenkovic, CEO of Expanse Studios.
The post Expanse Studios Signs Content Distribution Deal with Lobbet appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Andrew Rhodes
Andrew Rhodes to Step Down as CEO of UK Gambling Commission
The UK Gambling Commission has announced that Andrew Rhodes has decided to leave the Commission on 30 April 2026, to take up a new role, which will be announced in due course.
Andrew has provided outstanding leadership of the Commission for almost five years and has overseen a transformation of the Commission and how it regulates the gambling Industry.
Andrew has led the work required from the Commission to implement the Gambling Act Review, with a strong focus on consumer safeguards. This has included the introduction of financial vulnerability checks, reducing the intensity of online games, and banning potentially harmful marketing offers. He has also overseen the introduction of the Gambling Survey for Great Britain, now one of the largest surveys of gambling behaviour in the world.
Amongst his other achievements, Andrew oversaw the successful implementation of the Fourth National Lottery licence and transformed the Commission’s approach to regulation through more robust and outcome-focused strategies.
He said: “It has been a privilege to lead the Gambling Commission through such an important period of change. I am proud of the progress we have made to strengthen regulation, improve consumer protections, and ensure gambling is safer and fairer. I leave with confidence in the organisation, its people, and the work still to come.”
Charles Counsell, Interim Chair of the Gambling Commission, said: “Andrew has provided outstanding leadership for nearly five years and leaves a strong legacy. He has led the Commission through major reform, strengthened our regulatory approach, and ensured consumer protection has remained at the heart of our work. On behalf of the Board, I would like to thank Andrew for his dedication and wish him every success in the future.”
The Commission will shortly begin the process of recruiting a Chief Executive for an interim period. Deputy Chief Executive Sarah Gardner will step up as Acting Chief Executive to cover the areas of work that Andrew will step back from during this transitional period.
The post Andrew Rhodes to Step Down as CEO of UK Gambling Commission appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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