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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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Spinomenal content goes live in Estonia via Entain NCE brands

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Spinomenal has expanded its presence in Estonia through a new content partnership with Entain NCE (Entain North and Central Europe).

Under the agreement, Entain NCE’s Estonia-facing brands Ninja Casino and Boost Casino will offer Spinomenal titles via Light & Wonder’s OpenGaming™ platform. Games cited by the company as now available include Majestic King, Demi Gods V and Fairytale Beauties 2.

The deal extends Spinomenal’s wider commercial relationship with Entain across regulated European markets, with the Estonia rollout delivered through Entain NCE’s regional operation.

Yossi Shayovits, Head of Business Development for Spinomenal, said: “Entain is one of the most influential groups in the global gaming industry, and expanding our presence with them in Estonia demonstrates the quality of our content. This is an important part of a broader, evolving relationship across different markets, and we look forward to what’s to come.”

Andreas Larsson, Casino Manager for Entain, added: “Time and time again, Spinomenal knows what it takes to create content that our players genuinely love. Estonia marks the next chapter in a highly productive partnership that we expect will deliver strong results.”

The post Spinomenal content goes live in Estonia via Entain NCE brands appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Infingame expands campaign management for operators with fully customizable engagement tools

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Infingame, a leading gaming aggregator, is enabling iGaming operators to take a more controlled and flexible approach to promotional campaigns through its Challenges and Tournaments tools, built to support fully customizable campaign design, execution, and optimization.

As operators increasingly move away from rigid promotional formats, the ability to configure campaigns around specific business goals and adjust them in real time has become a key differentiator. Infingame’s engagement tools are designed to give operators that level of control across the entire campaign lifecycle.

Both Challenges and Tournaments allow operators to define campaigns with a high degree of precision, adapting mechanics to match different engagement strategies.

In Tournaments, operators can choose from multiple mechanics, including multiplier races, win races, bet races, highest win, and highest multiplier formats. This makes it possible to tailor campaigns to different player behaviors and monetization goals.

Challenges, in turn, offer mission-based engagement using mechanics such as spins and winning spins, where players earn points based on activity. These formats are particularly suited for retention and progression-driven campaigns.

Across both tools, operators can configure:

  • participation rules and minimum bet conditions
  • eligible games (from 16,000+ titles across 150+ providers)
  • campaign duration and timing
  • reward structures, including cash, free spins, and non-monetary prizes

This level of flexibility allows campaigns to be built around specific segments, markets, or player behaviors, rather than relying on one-size-fits-all mechanics.

A core feature of Infingame’s tools is the ability to monitor and manage campaigns while they are live.

Operators have access to real-time performance data, including player participation and progression, supported by in-game elements such as progress bars, leaderboards, and campaign dashboards.

This visibility allows teams to quickly identify trends and make adjustments without stopping the campaign.

The tools also include configurable engagement features that help operators shape player behavior during campaigns.

For example, the Happy Hours functionality in tournaments allows operators to apply score multipliers during specific time windows, encouraging activity during peak or strategic periods.

Visual elements such as customizable banners and branded pop-ups further support campaign differentiation, allowing operators to maintain a consistent brand experience throughout the player journey.

Campaign execution is supported by automation features that reduce manual workload and improve operational efficiency.

For instance, tournament payouts can be processed automatically or with a single action, eliminating the need for manual prize distribution. Operators can also control how different types of bets are treated within campaign logic, ensuring full alignment with promotional rules.

With all campaign data consolidated within the platform, operators can evaluate performance across different formats and iterate quickly.

Jana Filagina, Head of Commercial at Infingame, comments: “Operators today want more than ready-made promotions. They want full control over how campaigns are built and how they perform. With Challenges and Tournaments, they can configure every element, monitor results in real time, and adjust campaigns instantly. This level of flexibility allows teams to respond faster to player behavior and continuously improve outcomes.”

The ability to compare campaigns, analyze engagement patterns, and adjust mechanics in real time supports a continuous optimization cycle, turning campaigns into an ongoing process rather than a one-off activity.

About Infingame  

Infingame is a leading game aggregator built to help operators move faster and scale smarter. Through a single API integration, the platform gives access to a portfolio of over 16,000 games from more than 150 providers, allowing partners to launch quickly without dealing with multiple integrations.

Delivered via a single API, Infingame offers unparalleled technical excellence, the industry’s fastest spin times, exclusive tournaments and strategic partnerships with top-tier operators in North America, LatAm and beyond. Spanning a portfolio of slots, crash games, sweepstakes and live casino, book a demo via the LinkedIn page, website or at [email protected].

The post Infingame expands campaign management for operators with fully customizable engagement tools appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Pronet Gaming lands nine shortlists at Women in Gaming Diversity Awards 2026

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Pronet Gaming has been shortlisted across nine categories at the 2026 Women in Gaming (WIG) Diversity Awards, set for 12 June at The Savoy Hotel in London.

The omni-channel turnkey provider is nominated for the Corporate Wellness Award, which the company said is driven by an initiative in Bulgaria that provides structured medical and mental health support for employees.

Eight Pronet Gaming employees are also on the shortlist: Barsha Shrestha (Employee of the Year), Jovana Grabez (Industry Achiever), Devora Kotseva (Inspiration of the Year), Gina Lama (Leader of the Year), Klara Tomažič (Positive Role Model of the Year), Sunkiran Boyal (Outstanding Mentor), Tilly Chandler (Executive Assistant of the Year), and Desislava Velcheva (HR Champion of the Year).

Pronet Gaming pointed to its 2025 WIG recognition, when it was shortlisted for Company of the Year and Great Place to Work, alongside nine individual nominations. Jade Sienna-Ricciardi won Young Leader of the Year.

Commenting on the shortlist, Pronet Gaming CEO Alex Leese said: “Being shortlisted once again is something we’re incredibly proud of. These nominations reflect not only the talent and dedication of our people, but also our shared commitment to building a positive, supportive, and forward-thinking workplace culture across the business.”

The post Pronet Gaming lands nine shortlists at Women in Gaming Diversity Awards 2026 appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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