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SoftSwiss First Line Support team processed more than 1.250.000 players requests in 2020

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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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Expanse Studios Announces Strategic Partnership with ESA Gaming

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Expanse Studios, a leading B2B iGaming content provider and subsidiary of Golden Matrix Group Inc. announced a strategic partnership with ESA Gaming, an established European aggregation platform specialising in mobile-first gaming content and multi-jurisdictional distribution.

The partnership marks a significant milestone in Expanse Studios’ European expansion and strengthens Golden Matrix Group’s broader B2B distribution objectives. The agreement positions Expanse’s proprietary content across ESA Gaming’s operator network.

ESA Gaming operates a comprehensive Game Aggregator System (GAS) serving over 90 content providers across multiple European markets, with established certifications in Malta, Italy, Portugal, Greece, Colombia and Brazil. The platform maintains a Malta Gaming Authority B2B license (MGA/B2B/650/2018) and specialises in content delivery through a single technical integration as well as custom content through its OpenSlots “no code” game builder.

“ESA Gaming represents an established European aggregator with proven multi-jurisdictional capabilities and strong operator relationships across our priority markets. This partnership provides immediate Malta market access while establishing the technical and regulatory framework for more EU market entries. Our focus remains on building systematic European distribution through partnerships with aggregators and operators demonstrating regional expertise and regulatory compliance capabilities,” said Damjan Stamenkovic, CEO of Expanse Studios.

For Expanse Studios, the partnership with ESA Gaming creates multi-jurisdictional distribution infrastructure across Southern Europe’s most significant regulated markets. ESA Gaming’s top-performing markets—Italy, Portugal, Greece and Brazil—align strategically with Expanse’s priority expansion territories, where regulatory frameworks support sustainable B2B operations and certified content providers maintain competitive advantages.

The post Expanse Studios Announces Strategic Partnership with ESA Gaming appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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MiFinity Launches Premium Loyalty Programme “MiRewards”

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MiFinity, the award-winning global payments provider, has launched MiRewards, a premium loyalty programme designed to celebrate and reward its customers. Seamlessly integrated into the MiFinity eWallet, MiRewards transforms everyday payments, top-ups and withdrawals into MiPoints that can be redeemed in-account for cash credits and other exclusive rewards.

Free to join and effortless to use, the programme recognises long-term engagement through four distinctive tiers: Classic, Exclusive, Signature and Elite – with Signature and Elite created especially for MiFinity’s VIP customers, offering enhanced earning rates, dedicated support and exclusive invitations.

Built entirely in-house and free of any third-party software or plugins, MiRewards gives MiFinity complete control over programme design, security and future innovation – from granular earn rules to partner integrations and country-specific experiences. The result is a flexible, data-driven programme designed to deepen engagement, improve retention and add tangible value for customers and merchants across MiFinity’s supported verticals.

Paul Kavanagh, CEO of MiFinity, said: “MiRewards is the next step in MiFinity’s product evolution – a simple, transparent way to give back to customers for the transactions they already make. It reflects our ongoing commitment to rewarding loyalty and strengthening long-term relationships with our customers. Because we built the MiRewards platform ourselves, we have the freedom to keep improving it; from expanding partner offers to introducing new benefits that deepen engagement and enhance retention.”

MiRewards goes beyond traditional loyalty models by rewarding both everyday activity and key milestones. Customers earn MiPoints automatically on eligible transactions and can also collect bonus points for completing actions such as their first deposit, KYC verification, IBAN setup or card verification. This gamified approach makes the experience more interactive and rewarding, giving customers multiple ways to grow their points balance and unlock higher tiers faster.

Key Highlights:

• Always-on earning – Earn MiPoints on eligible eWallet activity automatically.

• Simple redemption – Redeem MiPoints for cash credits in a few taps, with more benefits being added over time.

• Scaled rewards – Higher tiers unlock boosted earn rates and VIP-style perks.

• Bonus opportunities – Collect extra MiPoints for completing key actions, encouraging engagement and gamification.

• Future-ready – In-house platform enables rapid iteration, partner rewards and market-specific experiences.

MiRewards enhances the overall MiFinity experience by giving customers more reasons to engage with the platform and enjoy tangible rewards for their everyday activity. For merchants and partners, that means stronger customer satisfaction, deeper trust and greater loyalty; all within a seamless, secure payment ecosystem that adds value without adding friction.

“Launching MiRewards marks an exciting milestone for MiFinity, but it’s far from the finish line. We have an ambitious roadmap of new features and partnerships ahead that will keep adding value for customers and partners worldwide,” said Paul Kavanagh, CEO of MiFinity.

The post MiFinity Launches Premium Loyalty Programme “MiRewards” appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Gentoo Media Secures EUR 18 Million Shareholder Loan Facility and Provides an Update on the Refinancing Process

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Gentoo Media announced the largest shareholders have provided a committed loan facility of EUR 18 million to the Company as part of its ongoing efforts to optimise the Group’s capital structure and enhance financial flexibility. The term sheet has been signed on 26 February 2026.

The purpose of the loan is to reduce the outstanding amount under the Company’s existing revolving credit facility (RCF) to EUR 0 million.

The terms and conditions:

• A EUR 16 million pari passu facility (Maturing 31 December 2027), carrying interest terms in line with the Company’s existing bond terms and ranking pari passu with the Company’s existing bondholders and RCF provider, covenants will be similar to existing bond terms with the expectations to bring the facility down to EUR 14 million by the end of July, and

• A EUR 2 million unsecured facility (Maturing 30 April 2027), carrying interest on terms corresponding to the existing bond terms plus 3% and no covenants requirements.

The company expects the repayment of the current RCF to take place in early March after legal documents has been finalised and signed by all parties.

Management and the Board of Directors consider this solution to be an attractive and supportive financing arrangement that underlines the continued commitment from the Company’s largest shareholders which supports long-term value creation for Gentoo Media.

Bond refinancing

Following an evaluation of market conditions and the terms indicated by investors, Gentoo Media has decided not to proceed with the contemplated bond refinancing at this time. The Company will continue to assess various refinancing alternatives and other measures to address the upcoming bond maturities.

The post Gentoo Media Secures EUR 18 Million Shareholder Loan Facility and Provides an Update on the Refinancing Process appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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