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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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David Yu Head of AM at VA Gaming
QTech Games marks another red-letter day with VA Gaming integration
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QTech Games, the leading game aggregator for all emerging markets, has announced its latest premier provider partnership with VA Gaming, allowing its platform clients access to another igaming catalogue of over 70 titles.
Integrating content from one of the more innovative and creative digital slots providers adds yet more muscle to QTech Games’ aggregation platform, which is taking the widest range of online games to emerging territories with established names sitting alongside the industry’s most exciting up-and-coming providers.
VA Gaming’s portfolio has been optimised for mobile, a cornerstone of QTech’s offering, which is founded on its fully-owned and customised technical platform, affording games providers and operators the fastest integrations available. Through this leading platform, which has sealed its definitive status as a global gaming one-stop shop, clients enjoy the best performance and customer support available, localised to every region across both developing and more mature markets.
This collaboration naturally broadens VA Gaming’s international scope, unlocking untapped regions for diversified growth, above all in Africa and Latin America, where QTech Games continues to consolidate its firm foothold.
Philip Doftvik, QTech Games’ CEO, said: “Each new integration enriches our offering, and it’s particularly rewarding to support game providers who are actively expanding into ‘margin markets’ such as Latin America and Africa. These emerging markets are enjoying an irresistible momentum at present, so we’re excited to help VA Gaming bring their popular titles to market across many previously uncharted territories for them.”
David Yu, Head of AM at VA Gaming, added: “VA Gaming is artfully blending creativity and technology to craft unique, engaging online slots with distinctive graphics and features, generating a high-quality gaming experience. This integration is a key part of our unfolding worldwide distribution strategy, especially as we expand our focus in emerging markets, and we look forward to a long and successful collaboration.”
The post QTech Games marks another red-letter day with VA Gaming integration appeared first on European Gaming Industry News.
Balkans
EGT is among the main contenders for the prize in several categories at the BEGE Awards 2025
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EGT is thrilled to announce that this year it is among the finalists in 4 categories of the prestigious BEGE Awards competition, which is held annually in Sofia, Bulgaria, as part of BEGE Expo.
The company’s CEO Vladimir Dokov has been shortlisted again in the Visionary of the Year category, after being given this prize in the previous two editions of the event. He earned the nomination thanks to his strategic vision, which has positioned the company as one of the top manufacturers and suppliers of gaming equipment globally with a presence in more than 100 markets.
EGT’s slot cabinet G 50 C ST will compete for the award in the Slot Machine of the Year category. It is one of the most successful models from the General Series, which has had numerous highly successful installations in various markets around the world over the past year.
Bell Link is among the nominees for the Jackpot System of the Year accolade. With 4 exciting levels, numerous attractive bonus functionalities, and the captivating Bell Link 1 and Bell Link 2 multigames, containing some of the company’s most popular titles, this product has established itself as an absolute bestseller in EGT’s portfolio. Bell Link cemented its position as players’ favorite even further, after its first large-scale WAP installations were carried out with enormous success.
EGT’s Spider CMS will be а contender for the prize in the Casino Management System of the Year category. Continuously developing and improving, the system currently includes 15 modules that help casino managers easily and effectively to organize the daily activities in gaming venues across a number of markets around the world.
The BEGE Awards 2025 ceremony will take place on November 26 and will once again honor companies and individuals for their outstanding contribution to the gaming and entertainment industry during the past 12 months.
The post EGT is among the main contenders for the prize in several categories at the BEGE Awards 2025 appeared first on European Gaming Industry News.
Alibaba’s Cave of Fortune
PG Soft welcomes players into Alibaba’s Cave of Fortune
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PG Soft, a world-class digital mobile games company, is inviting players into Alibaba’s Cave of Fortune in the hope of discovering magical treasures.
Alibaba’s Cave of Fortune is a 5-reel, 3-row classic slot game that shines with a superb Bonus Feature and Coin symbols that can be collected by Collector symbols. Set within the fabled cave that radiates with golden promise, this title is brought to life by a captivating soundtrack that oozes mystery and adventure.
A Wild symbol substitutes for all symbols except Coin symbols and Collector symbols, and it can only appear on reels two, three, four, and five.
During the main game, Coin symbols and Collector symbols have the potential to land on any reels. If there is one or more Collector symbols and a minimum of one Coin symbol on the reels, each Coin symbol will show a value between 1x to 10x – and wins are paid for every Collector symbol on the reels.
The Bonus Feature is activated when six or more Coin symbols appear anywhere on the reels, awarding an initial three spins. When four or five Coin symbols hit, they may randomly reveal more Coins to top up the total to six to launch the bonus. Once in the feature, only Collector symbols, Coin symbols, and Mini, Minor, Major, or Grand prize symbols appear.
After every bonus spin, all positions without Coin symbols, Mini symbols, Minor symbols, Major symbols and Grand symbols will spin to reveal either Collector symbols or nothing. If a Collector symbol lands, it collects the values from prize symbols on screen. Coin prizes range from 1x–10x, Mini awards 20x, Minor 50x, Major 500x, and the Grand symbol delivers an impressive 5000x the bet.
PG Soft’s spokesperson commented: “Alibaba’s Cave of Fortune is a jewel in the desert sands, promising treasures beyond belief to those who can find a way through the traps and puzzles. Each spin is a step closer to claiming Alibaba’s legendary fortune.”
The post PG Soft welcomes players into Alibaba’s Cave of Fortune appeared first on European Gaming Industry News.
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