Latest News

SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1

Published

5 years ago

August 11, 2021

Reading Time: 2 minutes

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.

Conferences

ELA Games joins SBC Summit Malta panel on cinematic and social slots

Published

25 minutes ago

April 14, 2026

Wladimir P.

ela-games-joins-sbc-summit-malta-panel-on-cinematic-and-social-slots

Senior Business Development Manager Petr Vonarshenko appears on 29 April 2026 alongside Betsson’s Janick Bonnici and KALAMBA’s Steve Cutler.

ELA Games will appear at SBC Summit Malta on Wednesday, 29 April 2026, with Senior Business Development Manager Petr Vonarshenko set to take part in a panel on the future of slot content. The session runs 15:00-15:45 CEST at the InterContinental Hotel, Malta.

The panel, part of the event’s “Product Visionaries” track, is titled Casino Product Innovation & Content: The Future of Slots. According to the company, discussion will focus on how slot design is moving beyond “traditional solo experiences” toward “socialised play,” including co-op jackpots, friend challenges and audience-influenced features.

The agenda also includes the use of data-led design to build engaged “micro-audiences,” and how “cinematic storytelling, branded crossovers, and episodic content drops” are changing slot content strategy.

Vonarshenko will be joined by Janick Bonnici, Principal Gaming Content Manager at Betsson Group, and Steve Cutler, CEO and co-founder of KALAMBA. Arjan Korstjens, Principal at the Casino Marketing Academy, will moderate the session.

The post ELA Games joins SBC Summit Malta panel on cinematic and social slots appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Caesars

Light & Wonder rolls out TimeLink Pyramid Dawn via Lightning Box

Published

25 minutes ago

April 14, 2026

GamingAmericas.com

light-&-wonder-rolls-out-timelink-pyramid-dawn-via-lightning-box

Light & Wonder, Inc. (NASDAQ: LNW) has released TimeLink Pyramid Dawn, the first title in its new TimeLink franchise from in-house studio Lightning Box, with an exclusive rollout to Caesars customers in New Jersey, Michigan, Pennsylvania, and Ontario.

The 1024-ways slot introduces a “Perceived Persistence” mechanic and a new take on Cash on Reel Respin. In the base game, Active Rings can land on reels 0 and 6 and hold for three spins. When a Scatter Train aligns with a ring, base game respins are triggered, awarding Cash Prizes on reels 1 to 5 with a random chance for wins to repeat up to nine times. Scatter Trains may also build the Time Train Meter, which triggers the TimeLink Feature when full.

During the TimeLink Feature, players start with three spins and up to five Active Rows. Scatter Trains that land in an inactive ring activate the row and reset the counter, with Cash Prizes collected and awarded at the end. Scatter Clocks can upgrade values, while Scatter Jackpot symbols unlock the Jackpot Collection, which is played once TimeLink concludes.

The Jackpot Collection includes fixed and progressive prizes, with Mega, Grand and Major operating as progressive jackpots and Mini and Minor as fixed awards. Light & Wonder said the progressives are reseeded automatically after each win. The title also includes a Free Games feature triggered by Bonus Scatters, awarding eight Free Games with retriggers available, plus Wild 2x and Wild 3x multipliers that can combine.

Michael Maokhamphiou, Studio Director at Lightning Box, said: “TimeLink Pyramid Dawn is an exciting first step for this new franchise.

“We have built a mechanic that keeps momentum high across gameplay, while combining it with jackpots and features that add real commercial weight for our operator partners.”

The post Light & Wonder rolls out TimeLink Pyramid Dawn via Lightning Box appeared first on Americas iGaming & Sports Betting News.

Africa

Playson goes live with Betika in Kenya and Uganda

Published

1 hour ago

April 14, 2026

Wladimir P.

playson-goes-live-with-betika-in-kenya-and-uganda

The supplier enters Kenya via Betika, with the rollout deployed through the Casimba (Markor) aggregation platform.

Playson has entered the Kenyan market after going live with Betika, making its online casino content available to players in Kenya and Uganda.

The rollout includes Playson titles Thunder Coins: Hold and Win, 4 Pots Riches: Hold and Win, and Coin Strike: Hold and Win. The integration was delivered via the Casimba (Markor) aggregation platform, according to the companies.

Conor Jenner, Senior Sales Manager at Playson, said: “Entering the Kenyan market is a major milestone for Playson, and doing so alongside a leading operator like Betika makes this step even more impactful. Betika’s strong market presence and deep understanding of its players provide an excellent foundation for our content to perform from day one.

We have carefully adapted our infrastructure to meet local regulatory standards and operator requirements, ensuring a smooth rollout and high-quality player experience. We are excited about the opportunities this market presents and look forward to expanding our presence across Africa.”

Peter Stagles, Group Chief Product Officer at Betika, added: “We are pleased to partner with Playson and bring their globally recognised portfolio to our players in Kenya and Uganda. At Betika, we are continuously enhancing our offering by working with best-in-class partners to deliver engaging, high-quality entertainment experiences tailored to our markets.”

The post Playson goes live with Betika in Kenya and Uganda appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.