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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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ZEAL and bet-at-home launch joint gaming initiative

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  • bet-at-home integrates  ZEAL Instant Games titles into its German website
  • First selection of ZEAL slots now available
  • Partnership boosts reach, portfolio strength, and growth for both companies

ZEAL Instant Games, a brand of the ZEAL Group and a provider of  online games, announces a new strategic partnership with online gaming operator bet-at-home. As part of the collaboration, bet-at-home seamlessly integrates the growing portfolio of ZEAL slots into its website. The first titles are already available to customers on bet-at-home.de.

Stronger together: Premium content meets established brand presence

Both partners stand to benefit from the collaboration: While bet-at-home expands its portfolio offering with ZEAL titles – enhancing its appeal and reach within the online games segment – ZEAL Instant Games gains another prominent partner whose market presence accelerates the brand’s dynamic growth and enables access to a broader user base.

In addition to best-selling ZEAL titles such as “The Bookmaker”, “Crime Scene”, “Vegas Blaze“, and other premium slots, the portfolio will continue to grow steadily in the coming months.

Shared perspectives

“Our mission is to make innovative, high-quality games accessible to the widest possible audience,” says Alex Green, Vice President Games at ZEAL. “With bet-at-home, we are gaining a partner that has held a strong position in the market for many years. This collaboration opens up new opportunities for expanding our reach and underscores the enormous potential of our growing games portfolio.”

From bet-at-home’s side: “We are delighted to have ZEAL Instant Games as a partner known for quality, creativity, and reliable performance,” says Claus Retschitzegger, CEO, bet-at-home. “The new ZEAL titles are a great addition to our offering and provide our customers with exciting and varied gaming experiences. This partnership is an important element of our growth strategy.”

The post ZEAL and bet-at-home launch joint gaming initiative appeared first on European Gaming Industry News.

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ELA Games

Glory & Honour Await the Strongest Gladiators in ELA Games’ Newest Game, Roman Fortune

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All reels lead to Rome in ELA Games’ newest atmospheric and bold slot.

ELA Games creates an immersive adventure in its latest title, Roman Fortune. Players battle for glory and honour in the heart of ancient Rome, where every spin carries the might of an empire.

Roman Fortune takes place in a roaring Colosseum under Caesar’s watchful eye, where fortunes wait for the victors. Designed with ELA Games’ signature visual richness and refined gameplay, this new title balances entertaining gaming experiences with operator-focused value, building on previous successes, such as Piñatas Festival.

Caesar’s Riches: Features that Favour the Brave

Roman Fortune offers several features that build excitement and depth for the player, ensuring action on every spin.

  • Scatter Symbols: Collect Scatters to earn Free Spins — the more you collect, the greater the prize.
  • Caesar Wilds: At any moment, a Caesar Wild may appear to spread wealth across the reels or even trigger the Hold & Win Bonus.
  • Hold & Win Bonus: In this feature, players encounter Red, Blue, and Green Coins, each with their own imperial strengths. Red Coins multiply prizes, Blue Coins unlock Jackpots, and Green Coins collect all visible values for greater wins.

Gladiators can activate all of these features at once, where glory and honour will rain down on the victor.

An Experience Built for Impact

Just like the actual intense clashes that occurred in the Colosseum in ancient Rome, Roman Fortune is crafted for players who enjoy an atmospheric experience with excitement, tension, and memorable moments.

The game’s 95.99% RTP and high volatility ensure that even the base game has plenty of action. Roman Fortune embodies ELA Games’ game creation philosophy, where creativity and strategic development work together to deliver a product that delivers sustained engagement and strong performance for its partners

Marharyta Yerina, Managing Director of ELA Games, commented on the release, “Roman Fortune is a visually forward title that captivates players’ imaginations with thrilling battles in an ancient arena. Every detail exists to create a world players can step into and instantly feel connected to. The game’s bold theme, supported by strategic mechanics and layers of atmosphere, shows what our team does best: creating experiences players enjoy while providing value for our partners.”

Enter the Arena For Eternal Glory

Step into the Colosseum and fight for your place in history.

The post Glory & Honour Await the Strongest Gladiators in ELA Games’ Newest Game, Roman Fortune appeared first on European Gaming Industry News.

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Dinos Doxiadis Head of Sportsbook Business at GR8 Tech

GR8 Tech Expands Virtual Sports Portfolio with New Basketball Offering, Deepens Localization Strategy

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GR8 Tech has expanded the virtual sports lineup within its ULTIM8 Sportsbook with a new range of virtual basketball, continuing a year of investment in the category that has already seen the addition of virtual horse racing and virtual cricket roulette—a unique format blending casino mechanics with the sport of cricket.

The expansion builds on GR8 Tech’s established strength in cricket, where the company developed one of the industry’s most comprehensive betting lines. Virtual cricket was designed to fill gaps between real-world tournaments, giving operators a way to maintain player engagement year-round—a model now being applied to basketball for markets where the sport dominates.

This content independence stems directly from GR8 Tech’s in-house trading capabilities.

One of the things that GR8 Tech stands out for is the quality of the trading and the fact that we perform extremely well in very difficult environments, like Asia,” said Dinos Doxiadis, Head of Sportsbook Business at GR8 Tech. “Even our clients’ players in these challenging markets don’t behave like typical players in ‘easier’ regions such as Latin America, we still manage to achieve some of the highest margins there.

That trading foundation enables GR8 Tech to build and localize content for specific markets rather than relying solely on third-party providers.

We already have a very strong sportsbook, and now we’re scaling our processes and output capabilities to take it even further,” Doxiadis explains. “We’re improving the product and creating the conditions to localize very quickly and offer a truly localized experience across the world.

GR8 Tech is also investing in infrastructure to give operators greater control over how they deploy this content.

The goal is to put even more power into the hands of our operators so they can tailor the product exactly as they want. As we move forward with new data and content agreements, they’ll gain an even greater ability to adapt the sportsbook to their specific needs—on top of what they can already do today.

Personalization is central to that roadmap. “We have delivered quite a few recommendation models, and right now we can serve custom content on a user level, and we will continue working in this direction,” said Doxiadis. “We have a very good infrastructure and baseline to invest in.

The post GR8 Tech Expands Virtual Sports Portfolio with New Basketball Offering, Deepens Localization Strategy appeared first on European Gaming Industry News.

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