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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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América Latina

Las diferencias locales de Argentina representan tanto un desafío como una oportunidad para el sector del iGaming

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El crecimiento del iGaming en Argentina ha posicionado al país como uno de los mercados más dinámicos de América Latina. Sin embargo, detrás de esta expansión existe un desafío que está cobrando cada vez más relevancia para los operadores: adaptarse a un mercado donde cada provincia presenta diferentes requisitos regulatorios, condiciones operativas y dinámicas comerciales.

A diferencia de muchos otros mercados de la región, Argentina no opera bajo un único marco regulatorio. Cada jurisdicción establece sus propios requisitos, procesos de licenciamiento y condiciones de operación, lo que obliga a los operadores a adaptarse constantemente a diferentes realidades dentro de un mismo país.

Para OKTO PAYMENTS, proveedor de infraestructura de pagos y servicios financieros para industrias digitales complejas y reguladas, estas particularidades locales representan tanto un desafío como una oportunidad. A medida que el mercado evoluciona, los operadores deben encontrar formas de escalar de manera eficiente manteniendo la consistencia en entornos operativos cada vez más diversos.

“Durante años, el crecimiento fue el principal objetivo de la industria. Hoy, el desafío radica en cómo escalar eficientemente en un mercado donde cada jurisdicción puede presentar distintos requisitos, expectativas y dinámicas operativas”, señaló André Boesing, gerente general para South LatAm de OKTO PAYMENTS.

A medida que el mercado continúa madurando en las distintas provincias, los operadores enfrentan crecientes exigencias en materia de transparencia, trazabilidad y control operativo. La capacidad de adaptarse a requisitos regulatorios y operativos diversos se está convirtiendo en un factor cada vez más importante para lograr un crecimiento sostenible.

Como resultado, la capacidad de coordinar múltiples proveedores, métodos de pago y procesos operativos se ha vuelto cada vez más estratégica para los operadores que buscan ampliar su presencia en todo el país manteniendo una experiencia de usuario consistente.

“Los usuarios esperan una experiencia simple y fluida independientemente del lugar donde jueguen. Pero detrás de esa experiencia existe una creciente complejidad operativa que los operadores deben gestionar eficientemente a medida que se expanden a diferentes jurisdicciones”, agregó Boesing.

A medida que los operadores amplían sus operaciones en múltiples jurisdicciones, gestionar distintos proveedores de pago, métodos de pago y requisitos operativos se vuelve cada vez más complejo. Capacidades como la orquestación de depósitos y retiros, la gestión de tesorería y liquidez, y los procesos de liquidación eficientes están emergiendo como habilitadores críticos para este crecimiento. Al permitir que los operadores centralicen múltiples conexiones de pago a través de una única capa de infraestructura, mejoren la visibilidad de la liquidez y optimicen los procesos de liquidación, estas capacidades ayudan a reducir la complejidad, fortalecer el control operativo y respaldar una experiencia de usuario fluida en diferentes mercados.

“En muchos casos, la infraestructura pasa desapercibida hasta que algo sale mal. Sin embargo, en mercados altamente fragmentados como Argentina, la capacidad de gestionar múltiples proveedores, mantener la consistencia operativa y adaptarse rápidamente a los requisitos locales puede convertirse en una ventaja competitiva en sí misma. En OKTO PAYMENTS llamamos a esto ‘jugar de una manera diferente’: competir no solo a través de productos y servicios, sino también mediante la resiliencia operativa y la capacidad de adaptación”, explicó Boesing.

Para OKTO PAYMENTS, la evolución del mercado argentino demuestra que el éxito a largo plazo dependerá no solo de atraer usuarios, sino también de la capacidad de operar eficientemente en entornos cada vez más complejos.

“Los operadores mejor posicionados para alcanzar el éxito a largo plazo serán aquellos capaces de combinar crecimiento, control operativo y adaptabilidad. La infraestructura financiera ya no es simplemente una capa de soporte tecnológico; se está convirtiendo en una ventaja estratégica en mercados cada vez más sofisticados”, concluyó Boesing.

OKTO PAYMENTS trabaja con operadores que navegan el escenario multijurisdiccional de Argentina para simplificar las operaciones de pago mediante una única capa de orquestación para depósitos y retiros instantáneos, gestión de tesorería y liquidez.

The post Las diferencias locales de Argentina representan tanto un desafío como una oportunidad para el sector del iGaming appeared first on Americas iGaming & Sports Betting News.

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Bigger Piggy Bank Super Wheel

Inspired rolls out Bigger Piggy Bank Super Wheel and Cops ‘n’ Robbers Smash ‘N’ Grab

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Two new online slot titles go live across the UK and Malta iGaming markets, including a Player Link community mechanic.

Inspired Entertainment, Inc. has launched two new online slot titles—Bigger Piggy Bank Super Wheel™ and Cops ‘n’ Robbers Smash ‘N’ Grab™—now available across the UK and Malta iGaming markets.

The company said Bigger Piggy Bank Super Wheel combines its Bigger Piggy Bank™ series with Player Link™ and a “Super Wheel” community feature. The title includes cash collection mechanics, a Free Spins Bonus and shared wheel prizes.

Cops ‘n’ Robbers Smash ‘N’ Grab brings back the Cops ‘n’ Robbers franchise with a 243-ways setup and multiple bonus mechanics. Inspired said the game includes Free Spins, Wheel Bonuses and random reel modifiers, plus optional features including Fortune Bet, Bonus Buy, Fortune Spins and Gamble, and a choice of volatility profiles.

Claire Osborne, Managing Director of Interactive at Inspired Entertainment, said: “We’re always looking for new ways to evolve proven mechanics and themes that resonate most with players, and these two releases do exactly that. Bigger Piggy Bank Super Wheel offers a fresh social-style dynamic through Player Link, creating anticipation that builds beyond the individual player experience, while Cops ‘n’ Robbers Smash ‘N’ Grab brings one of our most recognisable game franchises back with more action, features and entertainment. Together, this duo offers operators two distinctive titles that combine proven gameplay with strong engagement potential and broad market appeal. Whether it’s smashing Piggy Banks or cracking safes, these games are built to keep players coming back for more.”

The post Inspired rolls out Bigger Piggy Bank Super Wheel and Cops ‘n’ Robbers Smash ‘N’ Grab appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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eSports

Sportradar flags AI, payments and integrity as World Cup 2026 pressure points in LatAm

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Sportradar is positioning the 2026 World Cup (June 11 to July 19, 2026), hosted across the United States, Canada, and Mexico, as a major acquisition moment for Latin American sportsbooks—while warning that the expanded tournament format will raise operational and risk demands. In a “World Cup Report 2026,” the company highlights a 48-team field, 104 matches and a “favorable time zone” for Latin American audiences as factors likely to drive spikes in deposits and in-play betting activity.

The report cites the tournament organizer’s projection of approximately 6 billion engagements across traditional TV, streaming, digital platforms, and public screenings, with streaming and mobile consumption expected to represent over 30% of total audience. Sportradar also points to broader consumer intent data it references: around 60% of consumers plan to bet online or via mobile apps during the tournament, including nearly 19% who plan to bet for the first time.

Operationally, Sportradar argues the expanded match schedule increases exposure: “More matches mean more in-play betting windows, greater liability exposure, and higher volatility.” It also frames payments and product depth as differentiators, citing Brazil’s PIX instant payment system as an example of local rails shaping user expectations and internal efficiency, and pointing to growth in Parlays and Bet Builders among its operator partners.

On market context, the report highlights Brazil entering “its first full event cycle under a licensing framework,” stating the regulated market generated R$37 billion (approximately US$ 7.3 billion) in gross gaming revenue in 2025. It adds that Brazil is projected to account for approximately 10% of global betting handle during the tournament.

Sportradar’s recommended strategy centers on three pillars—enhanced betting experience, deeper fan engagement, and “an ecosystem of uncompromising integrity”—with artificial intelligence positioned as the cross-cutting enabler. The company says its Universal Fraud Detection System (UFDS AI) analyzes “over 30 billion odds movements” annually from more than 600 operators, and claims modern manipulation trends are concentrated in live betting, stating approximately 89% of cases target in-play markets. It also says that in 2025, “AI drove a 56% increase in detections.”

The post Sportradar flags AI, payments and integrity as World Cup 2026 pressure points in LatAm appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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