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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.
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Highlight Games’ platform clears Italy’s ADM collaudo certification
Company plans to roll out SOCCERBET with LALIGA archive footage on its own platform in Italian retail after the World Cup.
Highlight Games Limited said its proprietary platform has passed Italy’s ADM collaudo process, the technical certification required for gaming platforms. The company announced the approval on 14 July 2026 from London.
Following the conclusion of the World Cup, Highlight said it will launch its Spanish SOCCERBET product featuring archive LALIGA footage on its own platform across Italian retail channels. The company added that operators will transfer to Highlight’s platform over the months that follow.
The supplier said the certification allows it to deliver its content via its own “zero-cost streaming technology” in Italy and gives it control over its product roadmap in what it called its most important market.
Steven Holmes, CEO, Highlight Games said: ‘This is a huge moment for Highlight as we bring our video-based technology stack to the Italian market and join a select few who are able to offer an officially ADM certified platform. Italy is where SOCCERBET has proven itself time and again and passing the ADM collaudo means we can now deliver that content on our own platform, with our zero-cost streaming solution, exactly as it was designed to be experienced.
‘Owning the technology end to end means we control our own roadmap, resulting in faster launches, smoother integrations for our operator partners and a richer experience for players. Our products consistently perform at the top of the market wherever they are live, and with our platform now officially certified in Italy, we have everything in place to build on that momentum.’
The post Highlight Games’ platform clears Italy’s ADM collaudo certification appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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PokerStars puts $800,000 in Sunday Million Anniversary tickets into Ticket Machine
The 10-week phased event runs Daily Heats through September 6, with raffles awarding more than $100,000 in $109 tickets each week.
PokerStars is allocating more than $800,000 worth of $109 Daily Heat (Phase 1) tickets through its “Ticket Machine” promotion ahead of the Sunday Million 20th Anniversary Finals (Phase 2) on Sunday, September 6.
The Sunday Million 20th Anniversary is being run as a 10-week phased tournament, with Daily Heats running now through September 6. Players who advance from a $109 Daily Heat carry their stack into the Finals, with PokerStars noting that only one stack may be carried through to Phase 2.
To enter the Ticket Machine, players must opt in to the “Ticket Machine” ICE Challenge and complete weekly poker challenges. Each completed challenge adds entries to a Saturday raffle, with PokerStars saying more than $100,000 in $109 Daily Heat tickets will be awarded each week. Players can complete each challenge up to four times, for a maximum of 24 raffle entries per week.
PokerStars said that, after the first two weeks of Daily Heats, 270 players from more than 40 countries have already qualified for the Finals, including 50 who qualified into Phase 1 via satellites. Brazil and Ukraine lead the qualifiers list with 33 players each, according to the operator.
The operator has set a $5 million guarantee for the Sunday Million 20th Anniversary. Additional qualification routes include satellites starting at $0.55, special edition Spin & Go’s from $0.75, and “Wildcard Wins”, described by PokerStars as a new leaderboard promotion running until July 19. PokerStars also said players redeeming a $530 Bronze Pass will receive “25% extra value in the bundle” for a limited time, including an additional $109 Sunday Million 20th Anniversary ticket and $23.50 in tournament tickets.
The post PokerStars puts $800,000 in Sunday Million Anniversary tickets into Ticket Machine appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
casino
CreedRoomz signs Ronaldinho to front new Kickoff Roulette live game show
Kickoff Roulette Ronaldinho launches with a Gold Number mechanic and English/Portuguese language support.
CreedRoomz has named former football star Ronaldinho as brand ambassador for its new live casino game show, Kickoff Roulette Ronaldinho. The supplier said the title is now available for integration by B2B partners.
The company positions the product as a roulette-led live game show built around a football theme, running from a virtual studio. According to CreedRoomz, the game includes a “Gold Number Mechanic” where randomized lucky numbers can add multipliers from x50 to x700.
When asked about the crossover between football and casino entertainment, Ronaldinho said: “The fact that football is a global passion also helps, so I believe everyone will like “Kickoff Roulette Ronaldinho” for that reason.. and for the innovation of everything that is happening.”
CreedRoomz said the game is available in English and Portuguese, framing Portuguese language support as relevant for operators targeting Brazil and other Portuguese-speaking audiences. Armen Mnaskanian, Head of Sales Department at Creedroomz, said: “Bringing Ronaldinho into the CreedRoomz family represents a massive leap forward for live casino entertainment. Football and iGaming both thrive on passion and excitement. By fusing Ronaldinho’s legendary star power with powerhouse monetization mechanics, we are giving our partners the ultimate competitive edge and a next-generation casino offering.”
The post CreedRoomz signs Ronaldinho to front new Kickoff Roulette live game show appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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