Latest News
SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1
The SOFTSWISS First Line Support recently shared that the team processed more than 450,000 player requests (chats and tickets) in Q2. This provided an almost 20% increase in the number of resolved queries compared to the same number in Q1 2021.
The team further revealed that the number of cashouts has also risen by 13%, peaking at 75,917 in Q2, compared to 65,715 in Q1. This demonstrates the continuously growing capacity of the SOFTSWISS First Line Support.
Despite the increase in load, the quality and speed of the First Line Support service did not suffer, as the service shows daily stats of 4000 resolved chats and 2500 cashouts made with an average 82-85% Customer Satisfaction Index. Moreover, effective player support helped SOFTSWISS Online Casino Platform clients gain additional financial value.
Yan Fursa, Head of First Line Support at SOFTSWISS Managed Services, said: “The SOFTSWISS First Line Support team is, at its core, a versatile team. Our department serves as a kind of an intermediary between the player, client, and the casino world. We operate 24/7 to deliver all our customers the best service possible, being 100% transparent and unbiased. The FLS Team supports hundreds of players around the world, delivering the quickest and most reliable service possible. On a daily basis, we deal with all types of player queries, including the most complex technical ones in nature. The team is excited to be able to make a difference for SOFTSWISS clients as well as generate additional player value.”
The SOFTSWISS First Line Support Team 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 multiple different languages 24/7. This includes the handling of issues or bugs reported by players, performing player KYC checks who request withdrawals, and more.
In addition to direct communication with casino players, First Line Support also communicates with the operators and helps to resolve player-related queries. The SOFTSWISS First Line Support Team highly values its reputation – it is known for its respectful attitude towards each individual player and for providing first-class service.
Managed Services is a part of the 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.
About SOFTSWISS
SOFTSWISS is an international tech brand supplying widely acclaimed, certified software solutions for managing iGaming operations. SOFTSWISS holds a number of gaming licenses, providing a “one-stop-shop” white label solution by taking care of all technical, legal, and financial processes on behalf of its customers. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, an affiliate platform, and a recently launched sportsbook platform. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimized online casino solution. The company has thus been regarded as the leading technical expert when it comes to the use of cryptocurrencies in online gaming.
Powered by WPeMatico
Gambling in the USA
BMM INNOVATION GROUP BRINGS THE WORLD TOUR TO SBC SUMMIT AMERICAS JUNE 9-11 IN FORT LAUDERDALE, FLORIDA
BMM Innovation Group (“BMM”, “BIG Group”, or “BIG”), a global technology company providing compliance testing, cybersecurity, and training solutions for the regulated global gaming industry, today announced its participation in the SBC Summit Americas 2026 June 9-11 at the Broward County Convention Center in Fort Lauderdale, Florida.
BIG will exhibit in Booth No. 730, where the Company will showcase its leading testing, certification, cybersecurity, and training solutions for North America and Latin America.
In Latin America, BMM plays a leading role in gaming testing and certification, with offices in Argentina, Brazil, and Peru. In North America, the Company supports the growing iGaming and sports betting market with its full portfolio of testing, certification, cybersecurity, and compliance-grade training solutions.
Representing BIG’s global brands, BMM Testlabs, BIG Cyber, and RG24seven Virtual Training, the team will feature multilingual business development experts speaking English, Spanish, and Portuguese to support suppliers, operators, and regulators across the Americas.
Attendees visiting the Company’s Booth No. 730 can learn more about BMM’s expert testing and certification services, cybersecurity solutions, and compliance-grade virtual training designed to help gaming companies launch faster, stay secure, and meet regulatory requirements across global markets.
BMM’s International iGaming Leader, María Romero de Alba, said, “SBC Summit Americas is one of the most important gatherings for the gaming industry across North and Latin America, and we’re excited to bring the BMM World Tour to Fort Lauderdale. As iGaming continues to grow across the region, BMM is helping suppliers expand into new markets with trusted compliance, cybersecurity, and training solutions.”
BMM Innovation Group has also been shortlisted for “Compliance Solution of the Year” at the SBC Awards Americas 2026, which will be held June 10 in conjunction with the conference.
To book a meeting with the BIG team at SBC Summit Americas 2026, visit BMM World Tour.
The post BMM INNOVATION GROUP BRINGS THE WORLD TOUR TO SBC SUMMIT AMERICAS JUNE 9-11 IN FORT LAUDERDALE, FLORIDA appeared first on Americas iGaming & Sports Betting News.
Brazil
Vitor Paulin ends cycle at Luck.bet with data-driven transformation, new website, and new campaign featuring Caio Castro as legacy
Vitor Paulin ends cycle at Luck.bet with data-driven transformation, new website, and new campaign featuring Caio Castro as legacy.
The executive leaves the operator as of June 1 after leading the structuring of a team of more than 40 professionals and delivering the company’s highest results in Turnover and GGR.
Vitor Paulin, Chief Marketing & Growth Officer (CMGO) at Luck.bet, is ending his cycle at the operator as of June 1, 2026. During his tenure leading the company’s marketing operations, the executive drove a complete transformation that integrated Brand, Performance and Media, Affiliates, Influencers, CRM, PR, Product, and BI/Analytics into a single customer journey — Acquisition, Retention, Monetization, and Recovery.
The results were significant throughout his entire period at the company, with a marked acceleration in the second half of 2025 when he implemented the data-driven methodology: +54% Turnover, +49% GGR, +26% monthly active users, +22% average ticket size, +22% First Time Deposit (FTD), and +16% conversion rate from Registration to FTD.
Vitor leaves Luck.bet with three structural deliverables to the company: the completion of a data-driven culture implementation, a new operator website, the new brand campaign featuring Caio Castro — produced under his leadership and scheduled to launch in the coming weeks — and a new multidisciplinary team of more than 40 professionals structured in squads and operating under a data-driven culture focused on performance and customer-centricity.
“Throughout my time at Luck.bet, we led a complete marketing transformation. In the second half of 2025, with the data-driven methodology fully in place, we achieved +54% Turnover, +49% GGR, +26% monthly active users, and +22% average ticket size. It was a collective effort supported by a multidisciplinary team of more than 40 professionals, including new hires.
I thank Ivan Dutra and the entire Luck.bet team for the partnership and trust throughout this cycle,” said Vitor Paulin, former CMGO of Luck.bet.
Reflecting on his legacy at the operator, the executive highlights the integration between departments:
“The biggest legacy is structural: we transformed the operation into a data-driven marketing machine focused on results, integrating Brand, Performance, Affiliates, Influencers, CRM, PR, Product, and BI/Analytics into a single journey — Acquisition, Retention, Monetization, and Recovery.
I leave with the migration to the new Luck.bet website completed, the upcoming campaign featuring Caio Castro ready to go live in the coming weeks, and a team of more than 40 professionals consolidated and operating. The house is organized for the next cycles,” he added.
Regarding next steps, the executive plans a short break for strategic reflection before starting a new cycle: “I will take a short window for perspective before the next executive cycle.
In the coming weeks I will be open to conversations with market leaders — my main focus remains iGaming, with a natural extension into companies born digital such as fintechs, retail-techs, e-commerce, and the new economy in regulated markets in Brazil, Latin America, and Europe.
And who knows, I may also venture into entrepreneurship — I have no shortage of ideas for new products!” he concluded.
The post Vitor Paulin ends cycle at Luck.bet with data-driven transformation, new website, and new campaign featuring Caio Castro as legacy appeared first on Americas iGaming & Sports Betting News.
AGS
AGS celebrates 10 straight years as a best and brightest company to work for in the nation
For the 10th consecutive year, global gaming supplier AGS announced it has been named one of the Best and Brightest Companies to Work For® in the Nation.
Presented by the National Association for Business Resources (NABR), the Best and Brightest Companies to Work For awards are not pay-to-play. Instead they are based on an independent, research-driven assessment of company practices and employee survey results.
Ten straight years places AGS in rare company by any measure; in gaming, it’s unprecedented.
No other gaming manufacturer has been recognized in the program or been awarded this designation, making this recognition a standout achievement for the team and the industry.
“Ten years of this honor is a testament not to us as a company, but to the remarkable individuals who power everything we do,” said David Lopez, President and Chief Executive Officer of AGS.
“We’ve built something truly special here – a people-first culture of long-term excellence that I’m incredibly proud of and that continues to propel us forward.”
Companies are evaluated across a comprehensive set of criteria that reflect the employee experience.
These include compensation and benefits, engagement and retention, education and development, achievement and recognition, civility and inclusion, leadership, communication, community initiates and corporate responsibility, and overall workplace well-being.
AGS earned high marks for its focus on key areas such as benefits, communications and shared vision, civility and inclusion, and employee enrichment, engagement and retention – surpassing the Best and Brightest benchmark, which reflects the median score of other participating companies.
In 2026, only 19 other companies in the country reached the 10-year mark, and just 46 organizations in total have been recognized for more than 10 years.
“What makes this recognition meaningful is that it’s based on how our employees truly feel,” said Kim Nasuta, Senior Vice President of Human Resources at AGS.
“Ten years in a row speaks to the consistency of our values and how deeply embedded they are in how we hire, support, and grow our people.”
This milestone reflects a decade of AGS’ consistent, employee-first culture – an accomplishment that is difficult to sustain year after year.
Ten years through real change is even harder. In that stretch, AGS doubled its employee count and office footprint, tripled its game studios, and expanded from two countries to ten.
The company looked different almost every year. The culture didn’t.
AGS was also awarded the same honor in the Atlanta market, which reflects the local impact, while the national honor acknowledges AGS’ broader commitment to culture across its U.S. footprint, which includes offices and game studios in Las Vegas, Reno, Scottsdale, Austin, and Oklahoma City.
The Metro Atlanta offices – home to many of the company’s R&D, engineering, and operations teams – continues to be a foundation of the Company’s innovation and culture.
Additionally, AGS supports a vast network of remote sales and field service employees located near customer operations throughout the country – extending the Company’s culture of connection and performance beyond physical offices. AGS also has a strong global presence with teams located in eight countries outside of the U.S.
This latest recognition follows AGS also being named to the 2026 USA TODAY Top Workplaces USA list for a second year in a row, solidifying its position as a standout employer in the gaming industry and beyond.
The post AGS celebrates 10 straight years as a best and brightest company to work for in the nation appeared first on Americas iGaming & Sports Betting News.
-
iGaming industry6 days agoPragmatic Play Releases its Latest Slot Game “The Big Dog House”
-
Aphrodite Legends of Olympus™6 days agoInspired Expands Portfolio with Three New iGaming Slots: THE GREAT EGGSCAPE™, APHRODITE LEGENDS OF OLYMPUS™, GOLD FEVER MINE ALL MINE™
-
betting market6 days agoBiS Brasília brings together experts and authorities to discuss the future of Brazil’s betting market
-
AGLC7 days agoAlberta iGaming Corporation Appoints Dan Keene as its CEO
-
40 Coins of Chance6 days agoSYNOT Games Enters into a New Partnership with Topwin
-
Alberta6 days agoPlay’n GO secures Alberta iGaming supplier licence from AGLC
-
BetGames6 days agoWeekend Reels | Week 21: Slot Drops & Trends
-
Alberta6 days agoPlay’n GO granted Alberta iGaming licence, expanding Canadian market footprint



