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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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Sports Betting Operator Names Mark McGuinness Editor-in-Chief

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Peter White, Publisher of Sports Betting Operator, has announced the appointment of Mark McGuinness as the publication’s new Editor-in-Chief.

A highly respected figure in the global iGaming, crypto and digital marketing sectors, McGuinness brings more than 30 years of international experience in high-performance marketing, brand strategy and growth leadership across regulated markets in the UK, EMEA and Latin America.

Currently operating as a Fractional CMO and strategic advisor, McGuinness has built a reputation for scaling brands, transforming underperforming channels and delivering measurable commercial impact across B2B, B2C and D2C environments. His expertise spans user acquisition, retention, lifecycle marketing, affiliate and SEO strategy, as well as AI-driven growth initiatives.

In addition to his advisory roles, McGuinness is Co-Founder of the iGaming Roundtable, a fast-growing industry forum designed to foster meaningful, solution-led discussions among senior leaders across the sector.

Peter White, Publisher of Sports Betting Operator, said: “Mark’s appointment marks an exciting new chapter for Sports Betting Operator. His depth of experience, industry credibility, and forward-thinking approach to marketing, AI, and emerging technologies align perfectly with our vision to deliver authoritative, insightful, and commercially relevant content to the global betting community.”

Mark McGuinness, Editor-in-Chief of Sports Betting Operator, said: “I’m delighted to join Sports Betting Operator at such a pivotal time for the industry. The convergence of AI, data, and player engagement is reshaping the landscape, and there is a clear need for intelligent, honest, and forward-looking editorial. I look forward to working with Peter and the wider network to build a platform that informs, challenges, and connects the industry.”

As Editor-in-Chief, McGuinness will lead the editorial direction of Sports Betting Operator, focusing on high-value content, expert insights and in-depth analysis across sports betting, iGaming, technology and regulatory developments. His appointment signals a continued commitment to innovation, editorial integrity and industry leadership.

The post Sports Betting Operator Names Mark McGuinness Editor-in-Chief appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Amusnet’s Type S27 Slot Cabinets Debut in Ireland

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A new gaming experience has arrived in Ireland. The first Type S27 slot cabinets powered by Amusnet were successfully installed across two Premier Casinos locations by Elite Gaming Distributions (GRUPO ORENES). The machines were deployed across venues in Cork and Dublin, marking the first time this platform has been introduced to players in the country.

The rollout was facilitated by Elite Gaming Distributions (GRUPO ORENES), who partnered with Premier Casinos to bring the latest Amusnet technology to players in Ireland. This launch represents an important step in expanding access to modern, high-quality gaming solutions across the country.

The introduction of the new slot machines brings a fresh selection of engaging content to Irish players. Among the featured titles are 20 Power Hot, Candy Palace, Extra Crown, Bulky Fruits and Diamond Plus, each designed to deliver fast-paced gameplay and vibrant visuals. The installation also includes Jackpot Cards Plus, adding an extra layer of excitement and anticipation for players visiting the venues.

Guillermo Ruipérez, Business Development Manager at Amusnet, said: “Bringing our Type S27 slot cabinets to Ireland for the first time is an important milestone for us. Our partnership with Elite Gaming Distributions Ltd has allowed us to introduce a platform that combines reliable hardware with engaging game content. This launch marks the beginning of what we hope will be a strong and growing presence in the Irish market.”

For Elite Gaming Distributions Ltd (GRUPO ORENES), the launch reflects its continued commitment to enhancing the gaming experience. By working closely with operators such as Premier Casinos, the company continues to introduce new technologies and high-performing content to the market.

Benjamin Fernandez, Head of Sales for Elite Gaming Distributions Ltd, said: “We are delighted to introduce the Type S27 slot cabinets with Amusnet to the Irish market. This rollout in Cork and Dublin represents an exciting step forward, bringing fresh games and new features to players. The early response has been extremely positive, and we look forward to expanding this platform further across additional locations.”

The post Amusnet’s Type S27 Slot Cabinets Debut in Ireland appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Compliance Updates

Ukraine Launches Online Portal for Gambling Licence Applications

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Businesses can now obtain licenses for organising and conducting gambling activities online through the Diia portal, without paper documents or in-person interaction with the state, according to a statement by PlayCity, the state agency regulating Ukraine’s gambling and lottery market.

According to the release, applications can be generated in the Diia electronic cabinet and signed using a qualified electronic signature (QES). Some data will be automatically retrieved from state registries, including information about the company, its owners and beneficiaries.

PlayCity will review submitted applications, and applicants will receive decisions on license issuance or refusal online via Diia.

Companies will be able to apply for licenses covering casino operations, bookmaking, slot machine halls, online poker, as well as B2B services in the gambling sector.

Acting Minister of Digital Transformation Oleksandr Borniakov said on Telegram that the ministry, together with PlayCity, has also prepared amendments to sector-specific legislation aimed at strengthening entry checks for companies in terms of reputation, integrity, ownership structure and absence of ties to the aggressor state.

“Our goal is to create a transparent and controlled market in which digital tools ensure both convenience for businesses and trust in the state,” Borniakov said.

The post Ukraine Launches Online Portal for Gambling Licence Applications appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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