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Gaming operators losing up to 30% of customers during onboarding journey new report from HooYu reveals
Operators losing thousands of customers every month thanks to slow and awkward customer onboarding journeys
Leading digital KYC onboarding provider HooYu today released survey results showing that up to 30% of customers are abandoning sign-up processes with gaming operators.
The report examines the onboarding problems faced by gaming operators in the UK and abroad. In the UK, abandonment is lower at 14% but doubles to 30% for non-UK onboarding journeys. The report also examines differences in funnel performance between small, medium and large operators and examines how long it takes operators to perform KYC.
Customer onboarding and KYC is a significant point of loss for every operator. Having enticed customers to the top of the funnel with advertising and bonus offers and affiliate programs to get them through the door, if the industry is failing to convert traffic to customers, then marketing spend, and potential revenue is being lost.
The HooYu report contains insight from operators that shares why and at what stage drop-off occurs. Isolating and solving the reason for customer drop-off could see drastic improvements to the KYC journey and result in tens of thousands more successful sign-ups.
David Pope, Marketing Director at HooYu, said: “This research highlights the damage being done across the sector when operators don’t refine their KYC processes. For a few relatively low effort changes, operators could be winning thousands more customers with a smooth onboarding journey UI and UX that customers find easier to complete so they can successfully deposit and get that bet on in time.”
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AB Trav och Galopp
Richard Woodbridge Elected to ATG Board of Directors
At the Annual General Meeting of AB Trav och Galopp (ATG) on Thursday, May 7, 2026, Richard Woodbridge, CEO of Scandinavian Heritage AB, was elected as a new independent member of ATG’s board. He succeeds Mårten Forste, who left the board at the end of 2025.
“We welcome Richard to ATG’s board. His solid experience from the gaming market will add significant value to the board’s work,” said Peter Norman, chairman of ATG.
“I am pleased and grateful for the trust in me to take a seat on ATG’s board. ATG is a very strong company and brand with an important role in both gaming and horse racing, and I look forward to future collaboration with the rest of the board,” said Richard Woodbridge.
The Nomination Committee’s proposal for re-election of other board members was approved by the meeting.
ATG’s board thus consists of:
• Peter Norman (Chairman, independent)
• Boris Lennerhov (Vice Chairman, trotting representative)
• Katarina G. Bonde (Board member, independent)
• Marie Osberg (Board member, independent)
• Richard Woodbridge (Board member, independent)
• Marie Thelander Dellhag (Board member, trotting representative)
• Anders Lilius (Board member, galloping representative)
Employee representatives on the board:
• Björn Haglund (Board member, employee representative)
• Camilla Hasselström (Board member, employee representative)
• Alternates: Gustav Enström and Leo Wilson, both employee representatives.
The post Richard Woodbridge Elected to ATG Board of Directors appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
affiliate marketing
ReferOn completes management buyout as Alex Bukin becomes CEO
ReferOn has completed a management buyout, with former General Manager Alex Bukin acquiring the iGaming affiliate management platform and taking over as Chief Executive Officer.
Bukin said the deal is intended to support longer-term product and market plans: “This is an important moment for ReferOn and the beginning of a new chapter for the business. The management buyout provides us with the long-term focus required to continually advance the platform. We remain committed to product development, strengthening our offerings for partners, and supporting ReferOn’s continued growth across key markets.”
ReferOn reported that in its first 12 months post-launch it recorded 35.7 million clicks, 2.4 million registrations, 18,000 affiliates, and 136,000 active trackers. The company also said it was named “Best Affiliate Platform” in 2025 and 2026 by industry stakeholders.
The company said the ownership change will not affect day-to-day operations and that existing support and partnerships will continue. It also pointed to recent product updates including Refie, described as a built-in interface layer, alongside features such as dynamic reporting, Company Grouping, Sub-Affiliation, Independent Deal Calculation (IDC), two-factor authentication (2FA), and mobile optimization.
As part of the transition, ReferOn said its leadership team remains in place, with Vlad Bondarenko moving from Head of Product to Chief Product Officer and David Harris moving from Operations Lead to Chief Operations Officer.
The post ReferOn completes management buyout as Alex Bukin becomes CEO appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
ELA Games
ELA Games’ Joker Winpot shortlisted for Game of the Year at SBC Awards Americas
ELA Games said its slot title Joker Winpot has been shortlisted for “Game of the Year” at the 2026 SBC Awards Americas, with winners set to be revealed on June 10, 2026 in Fort Lauderdale, Florida.
The company described Joker Winpot as a consistent performer in its portfolio, combining a dark, character-driven theme with a 1×1 grid format.
ELA Games said the title’s core differentiator is its proprietary Winpot mechanic, a progression-based feature built around player choice. As rewards build inside the Winpot, players can either cash out or keep spinning in pursuit of higher payouts.
The 2026 SBC Awards Americas ceremony will take place at the Broward County Convention Center. Organizers expect around 600 industry professionals, with the awards running alongside SBC Summit Americas from June 9–11.
The post ELA Games’ Joker Winpot shortlisted for Game of the Year at SBC Awards Americas appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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