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SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1

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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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Vegangster Integrates ZingBrain AI for Smart Game Recommendations Across Operator Lobbies

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Vegangster has integrated ZingBrain AI‘s smart lobby personalisation into its platform, adding a new layer of game discovery for players across Vegangster-powered brands.

Casino lobbies now feature AI-driven recommendation sections tailored to each player’s preferences, much like those on Spotify or Netflix. Players see personalised rows such as “Picked for You”, “Because You Like…” and “Try Other Games With Similar Mechanics”, which point them to relevant titles. These recommendations can also be presented directly in Vegangster’s own Scroll & Play feed, giving each player a personalised discovery experience in a well-known format.

According to ZingBrain AI’s published results, smart lobby personalisation delivers a 5–15% uplift in GGR and turnover, 10–15% more games played, and a 5–10% increase in player active days, while cutting time spent on lobby management by 80%.

Michael Oziransky, Chief Product Officer at Vegangster, commented:
“ZingBrain works hand in hand with our own Scroll & Play feed: the engine decides which games are right for each player, and Scroll & Play puts them in front of them as gameplay clips they can watch and jump straight into.”

In practice, this changes how the lobby works for both sides. A player who keeps coming back to crash games sees fresh titles with similar mechanics instead of the same generic top grid, and players returning after a break land in a lobby built around what they already love. Operators, meanwhile, stop curating lobby positions by hand: a new game release reaches the players most likely to enjoy it from day one, without competing for a banner slot.

Another application of the engine is provider cost optimisation. Operators set priority levels for individual providers and games based on deals, campaigns, or new launches, and ZingBrain applies those priorities to personalised recommendations. In A/B tests across four brands, this redirected up to 20% of turnover and GGR to more profitable titles, with no drop in player performance.

The integration is now available to all Vegangster operator clients.

About Vegangster
Vegangster provides a full iGaming platform built for speed, scale, and operator control. Its turnkey, white-label, and sweepstakes solutions bring casino and sportsbook content, payments, CRM, compliance, and social features together in one mobile-first system. With Vegangster, operators can launch quickly and grow with confidence.

About ZingBrain AI
ZingBrain AI is an easy-to-integrate AI performance platform for the iGaming industry, providing smart lobby personalisation, player analytics, and churn and GGR predictions for online casinos and sportsbooks. The company is ISO 27001 certified and works with 60 live brands worldwide.

The post Vegangster Integrates ZingBrain AI for Smart Game Recommendations Across Operator Lobbies appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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BC.GAME names Guillermo Ochoa brand ambassador for Mexico push

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BC.GAME has signed Mexican footballer Guillermo “Memo” Ochoa as a brand ambassador to support its growth strategy in Mexico through BCGAME.mx.

The company said Ochoa will front football-led brand activity, including local promotions and fan engagement campaigns designed for Mexican audiences. BC.GAME positioned the partnership as part of its continued investment in what it described as the regulated Mexican market.

Kar Kheng Giam, CEO of BC.GAME, said: “Mexico is an important market for BC.GAME, and localisation is central to how we build meaningful relationships with users.

“Guillermo Ochoa is more than an outstanding goalkeeper. He is a figure who genuinely connects with Mexican football fans across generations, and that makes him an ideal ambassador for BCGAME.mx.

“As we continue to invest in our platform for the Mexican market, we want to work with partners who understand the culture, passion and community around football. Ochoa’s profile, professionalism and connection with fans make him a natural fit for BC.GAME.”

Ochoa said: “I am very happy to partner with BC.GAME at such a special time for Mexican football.

“Football has always been about passion, community and shared experiences. I look forward to working with BC.GAME and BCGAME.mx to connect with fans in new ways.”

BC.GAME said the agreement comes during a “landmark summer” for football across Mexico, the United States and Canada, and described the signing as part of a broader sports entertainment strategy spanning football, esports and entertainment partnerships. The company also said responsible gaming remains an important part of its platform experience in markets where it is permitted to operate.

The post BC.GAME names Guillermo Ochoa brand ambassador for Mexico push appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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Tom Horn Gaming ships Royal Ruby FeatureStorm slot worldwide on 14 July 2026

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New Hold & Win title adds a collection meter, Bonus Buy options, and max win of 13,920x on a 5×3, 9-payline setup.

Tom Horn Gaming will launch Royal Ruby FeatureStorm worldwide on 14 July 2026, adding a new Hold & Win slot to its portfolio.

The game runs on a 5×3 reel layout with nine paylines and is positioned as a high-volatility release. Tom Horn Gaming said the title offers a maximum win potential of up to 13,920x the stake and is built around its Hold & Win FeatureStorm mechanic.

In the base game, a collection meter above the reels fills as Ruby symbols land. According to the company, completing the meter can trigger one of seven bonus combinations that include collectors, multipliers and jackpots, while landing three Ruby symbols triggers the Hold & Win Bonus Game immediately.

During the bonus, Ruby symbols convert into locked Value Coins on a 5×3 grid, with three respins awarded and the counter resetting when new symbols land. Tom Horn Gaming said Collector, Multiplier and Jackpot symbols can interact during the feature, and the game includes two Bonus Buy options: 50x total bet for direct access to the Hold & Win bonus, or a 120x option that “guarantees all three special symbols are active from the outset.”

Ondrej Lapides, CEO at Tom Horn Gaming, said: “Royal Ruby FeatureStorm builds on the enduring appeal of Hold & Win gameplay while introducing a collection mechanic that keeps players engaged throughout every session. Combined with rewarding bonus interactions and strong win potential, the game delivers an experience that resonates with players while offering operators a valuable addition to their content portfolios.”

The post Tom Horn Gaming ships Royal Ruby FeatureStorm slot worldwide on 14 July 2026 appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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