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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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Buffalo 250 Anniversary
ICONIC21 launches Buffalo 250 Anniversary slot themed around US 250th
Fourth of July-themed release reflects the studio’s push for market-specific content in regulated US-facing iGaming.
ICONIC21 has launched Buffalo 250 Anniversary, a Fourth of July-themed slot created to mark the United States’ 250th anniversary.
The game is centered on a buffalo and set against Independence Day fireworks, using imagery associated with US identity and the country’s upcoming semi quincentennial.
ICONIC21 said the release reflects its focus on building content around themes and player preferences that resonate in specific markets, with the US described as an increasingly important market for its partners and a key source of player engagement. The company develops live casino, RNG and slots content for regulated operators.
“The Fourth of July is one of those occasions that is recognised far beyond the United States, and the country’s 250th anniversary makes it especially significant,” said Edvardas Sadovskis, Chief Product Officer at ICONIC21. “The theme combines a distinctly American symbol with a moment that has real cultural relevance for players and operators alike.”
ICONIC21 added that it works with operators to shape its roadmap around player data, market demand and local relevance, and that it assesses follow-on titles using internal views, performance data and operator feedback. The provider said it has expanded beyond a classic casino portfolio — including roulette, baccarat and blackjack — into RNG and slots while keeping a market-specific focus for regulated environments.
The post ICONIC21 launches Buffalo 250 Anniversary slot themed around US 250th appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Betsson CEO Pontus Lindwall
Gaming in the Nordics launch event sets annual Copenhagen conference from 2027
Invite-only Copenhagen event at Better Collective HQ featured Nordic regulators and operators discussing compliance and channelisation.
Gaming in the Nordics has set plans for a full-size annual conference in Copenhagen starting in June 2027, following an invitation-only launch event held at Better Collective’s HQ in Copenhagen.
The launch event focused on the Nordics’ role in Europe’s iGaming market, with sessions on regulation and compliance. Morten Ronde, CEO of the Danish Online Gambling Association and Partner at Nordic Legal, said the region’s “pragmatism and willingness to be early adopters” could make Nordic jurisdictions the first to deploy “the next generation of innovative iGaming regulation.”
Anders Dorph, Director of Danish regulator Spillemyndigheden, discussed operator compliance, the role of Big Tech, and player monitoring. On the benefits of a regulated market, Dorph said Danish-licensed operators “are all very eager to be compliant. The industry [in Denmark] wants to be compliant. And that is a fact.”
From an operator perspective, Betsson CEO Pontus Lindwall and Immense Group CEO Jesper Kärrbrink addressed market channelisation and player protection. Lindwall outlined three prerequisites for a healthy market with high channelisation: “1) a competitive product; 2) meaningful player protections; and 3) real enforcement.” He added: “We are in a business where there is harm,” and argued that protecting players requires channelisation because “We also need to be able to reach these players, which we can only do if they are inside of the regulated system.”
Gaming in the Nordics founder Willem van Oort said: “I think the Gaming in the Nordics Launch Event was a fantastic success… I am very much looking forward to repeating this experience next year on a larger scale.” Other speakers listed by the organiser included Better Collective co-founder and co-CEO Jesper Søgaard, Birgitte Sand (Birgitte Sand & Associates), Pekka Ilmivalta (Nordic Legal – Finland), Josh Hodgson (H2 Gambling Capital), Daniel Valiollahi (BOS), Rasmus Kjaergaard (Mindway AI), Jeffrey Haas (Blask), and day chair Peter-Paul de Goeij (QuodBonum.se).
The post Gaming in the Nordics launch event sets annual Copenhagen conference from 2027 appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Africa
PopOK Gaming sponsors Botswana’s TT Cup Challenge horse racing event
Organisers say the annual community race drew more than 3,500 spectators, with Botswana Gambling Authority and the Ministry of Sport and Arts involved.
PopOK Gaming has sponsored Botswana’s annual TT Cup Challenge Horse Racing Event, backing the community race as it drew what organisers described as its biggest crowd to date.
The company said this year’s TT Cup Challenge attracted more than 3,500 spectators from neighbouring villages. The event is positioned as a community sports fixture celebrating Botswana’s horse racing tradition.
PopOK Gaming said it worked alongside long-standing partners including the Botswana Gambling Authority and the Ministry of Sport and Arts, and with TT Cup founder Mr. Tymon and other sponsors, to support delivery of the event.
The company also used the event for stakeholder engagement, saying its team met with Mr. Kemorwale, CEO of the Botswana Gambling Authority, and the Hon. Minister of Sport and Arts, Jacob Kelebeng. PopOK Gaming said discussions covered the future of Botswana’s gaming sector, industry development, and opportunities for collaboration.
PopOK Gaming said the sponsorship forms part of its wider strategy to build partnerships in regulated markets while supporting community engagement and responsible industry development.
The post PopOK Gaming sponsors Botswana’s TT Cup Challenge horse racing event appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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