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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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March sports calendar 2026: use Boomerang Partners’ schedule to win in the TIME TO WIN tournament

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The halfway point of the TIME TO WIN affiliate tournament, organized by Boomerang Partners, is approaching. Until March 31st, participating teams can complete five types of tasks and accumulate points to gain access to five draws for valuable prizes. The company is offering unique experiences and rewards, thanks to its status as an Official Regional Partner of AC Milan: ranging from a trip to Milan for a top-tier Serie A match against FC Juventus to an exclusive visit to Milanello powered by Clivet, AC Milan’s training ground.

The perfect time to join the TIME TO WIN tournament

Affiliate teams that haven’t yet joined the TIME TO WIN tournament can do so at any time. And right now is the perfect moment to jump in – the March sports calendar is packed with top-tier tournaments. Sports-focused affiliates can leverage this by tackling the task of driving new sports users for brands in Boomerang Partners’ client portfolio. The more points they earn, the higher their chances of qualifying for the prize draws. These prizes include exclusive TIME TO WIN merch packs, official AC Milan jerseys signed by players, a trip to the AC Milan v Cagliari home match, a trip to the AC Milan v Juventus home match complete with exclusive behind-the-scenes access, and an exclusive trip to AC Milan’s legendary Milanello powered by Clivet training base.

Here are just a few examples of promising tournaments for participants in the TIME TO WIN competition:

  • March 10-12 and 17-19: UEFA Champions League Round of 16 matches
  • March 12-13 and 19-20: UEFA Europa League and Conference League Round of 16 matches
  • March 25: The MLB season kicks off with San Francisco Giants v New York Yankees at Oracle Park, the world’s premier baseball league
  • March 15-29: The Miami Open, one of tennis’s elite events, takes place
  • The NHL and NBA regular seasons are approaching their decisive phases – by the end of March, the playoff picture for many teams should become clearer.

Given that March is packed with sports tournaments, affiliate teams can avoid traffic drops by effectively switching their audience from one competition to another. To do this, they need to encourage migration, for example, from football to tennis by highlighting major tournaments, daily express bets, and simple markets. Successfully managing this helps affiliates reduce churn and retain traffic across sports.

Timing is key during a busy sports season. Therefore, preparation and attention to detail are essential for affiliates. Affiliates can benefit from using performance dashboards to track campaigns by geographical region, device, and traffic type, maintain a content calendar for Pre-, Live-, and Post-event pushes, and regularly review conversion and traffic data to refine audience targeting and offer selection. Interested affiliate teams (especially TIME TO WIN tournament participants) can find more useful tips in the Calendar.

Darina Sharban, Affiliate Team Lead at Boomerang Partners: “We expected a strong start to the tournament, but the level of participant activity has still impressed us. We’re seeing interest across all five task types and are confident the competition for the prizes will be fierce. It’s great that we can offer our affiliate partners such unique prizes, like the trip to Milanello. Good luck to everyone!”

Only ___ days remain until the end of the tournament – it concludes on March 31st. Every day, the participants are racking up more points. Now is the time to make your move.

About Boomerang

Boomerang Partners is a rapidly growing global marketing agency offering a wide range of services. Boomerang Partners is an Official Regional Partner of AC Milan. In 2024, it launched the inaugural Golden Boomerang Awards – a global tournament for affiliate teams. More than 400 affiliate teams participated in the second season of the tournament in 2025. Partners of the Agency launched six new products in 2024-2025, contributing to a nearly 1.5-fold increase in product users.

The agency’s client portfolio contains 10+ brands offering affiliate and entertainment services across 40+ markets in compliance with local regulations. These products provide personalized bonuses and 24/7 multilingual support.

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Tugi Tark and Narnium Solutions Announce Strategic Partnership to Strengthen Player Support Across Multiple iGaming Brands

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Tugi Tark has entered into a strategic partnership with Narnium Solutions, an operator managing multiple online casino brands, to deploy its customer service platform alongside AI-powered support agents across the operator’s portfolio.

Narnium Solutions brings over 15 years of experience spanning casino operations, compliance, payments, marketing, and platform management. As the company continues to expand across both emerging and established markets, delivering scalable and consistent player support has become a key operational priority.

Through this collaboration, Narnium Solutions is integrating Tugi Tark’s platform and AI agents—trained on more than 10 million real iGaming support interactions—to streamline player communication across all brands within a single, unified environment.

A company representative at Narnium Solutions said:

“Partnering with Tugi Tark marks an important step forward for us. We’re excited to introduce an AI-powered chat experience into our ecosystem, strengthening our modern iGaming stack and enhancing player communication across our brands.”

The platform is being used to centralise support operations across the NarniaSlots brand family. Tugi Tark’s AI-driven chat widget is embedded directly into each site, enabling automated handling of player queries while allowing support teams to focus on more complex cases within a shared workspace.

The solution is designed to scale alongside Narnium Solutions’ growing pipeline, which includes upcoming brands such as Lucky Mary and House of Slots, as the company continues to expand its footprint.

Harpo Lilja, CEO of Tugi Tark, said:

“Narnium Solutions operates on a global scale with the kind of multi-brand complexity our platform was built to support. We’re pleased to welcome them on board and to power player support across their entire portfolio.”

The partnership aligns with Narnium Solutions’ broader strategy of building compliant, scalable iGaming operations across international markets. With a centralised support infrastructure and AI-driven capabilities in place, the company is well positioned to deliver consistent, high-quality player experiences as it continues to grow.

The post Tugi Tark and Narnium Solutions Announce Strategic Partnership to Strengthen Player Support Across Multiple iGaming Brands appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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QTech Games recruits banking and AI leader Jonny Youssef as CTO to drive next phase of its growth journey

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QTech Games, the leading game aggregator for emerging markets, has appointed Jonny Youssef as Chief Technology Officer (CTO) to lead the next phase of the company’s technology organisation, innovation and technology strategy as QTech accelerates its global expansion. Jonny will lead the continued development of QTech’s platform architecture and engineering organisation, focusing on scalability, AI-driven capabilities and next-generation tools designed to support operators and content partners across fast-growing markets. Jonny brings more than 20 years of technology leadership experience across banking, fintech, SaaS platforms and AI-driven innovation. His background combines enterprise-scale infrastructure expertise with hands-on experience building and scaling digital platforms and emerging technology systems. Previously, Jonny served as Head of Innovation for Swedbank Group Lending & Payments, where he led digital initiatives across lending, payments, APIs and digital channels within one of the Nordic region’s largest banking groups. He has also held senior technology leadership roles at Entercard Group, overseeing technology infrastructure and mission-critical production environments supporting large-scale payment operations across Nordic markets. Alongside his enterprise leadership experience, Jonny has founded and scaled several technology ventures and digital platforms. As a technology founder and CTO, he has led the design and development of international platforms operating across Europe and Asia, building distributed engineering teams and scalable digital infrastructure.

In recent years, Jonny has contributed to the development of next-generation AI and sustainability technology initiatives, including work with Circular Living and Biotonomy, where advanced AI, IoT and Edge AI systems are used to power intelligent environments, autonomous infrastructure and real-time operational insights. Beyond his commercial initiatives, he is also a board member and early contributor to The AI Community of Sweden, a national innovation network connecting professionals, enterprises and academia to collaborate on AI innovation. At QTech Games, Jonny will focus on strengthening the company’s technology foundations as it continues to scale globally, enhancing AI-driven functionality, automation and analytics capabilities that enable partners to unlock greater value from the platform. He will also oversee QTech’s engineering and technology teams to ensure continued innovation while maintaining the speed, reliability and integration flexibility that have become hallmarks of QTech’s aggregation platform.

QTech Games’ CEO, Philip Doftvik, said: “We’re delighted to welcome Jonny to QTech at an important moment in our growth journey.

“He brings a rare combination of enterprise technology leadership, platform-building expertise and forward-looking innovation in AI and automation. His experience across banking infrastructure, global digital platforms and emerging technology ecosystems makes him uniquely positioned to guide us through its next phase of technological evolution.

“As we continue to expand across emerging markets, Jonny’s leadership will help ensure we remain at the forefront of innovation — delivering scalable infrastructure, AI-driven insights and powerful technology solutions that help our partners grow.”

Jonny Youssef added: “QTech Games has built a strong reputation as one of the most innovative and reliable aggregation platforms serving emerging markets.

“What impressed me most is the company’s focus on speed, simplicity and partner success — combined with a clear ambition to continue evolving the platform through technology. I’m excited to join the team at a time when AI, automation and data-driven capabilities are creating new opportunities to deliver even greater value to operators and game providers.

“My focus will be on strengthening the platform architecture, scaling our technology capabilities with AI and supporting the next phase of QTech’s growth.”

The post QTech Games recruits banking and AI leader Jonny Youssef as CTO to drive next phase of its growth journey appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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