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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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PokerStars Big Game on Tour returns May 17 with Koon, Deeb and Berkey

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Season 3 runs weekly on PokerStars’ YouTube channel through June 14 and includes a $50,000 staked ‘Loose Cannon’ amateur spot.

PokerStars will launch a new run of PokerStars Big Game on Tour episodes on May 17, with Jason Koon, Shaun Deeb and Matt Berkey set to headline the line-up. The series will air on the PokerStars YouTube channel, with weekly episodes through June 14.

The cast for the new instalment also includes MMA fighter Sean O’Malley and high-stakes cash game player Randy ‘3Coin’ Sadler, according to the company. The episodes follow the Big Game format, featuring No Limit Hold’em cash game play.

PokerStars said the season’s ‘Loose Cannon’ will be Canadian operations manager Andy Taylor, who will be staked $50,000 and will keep any profit made at the table. The company described Taylor as running a property maintenance company and, with his wife, a non-for-profit organisation focused on supporting young athletes in Toronto.

A teaser for the new episodes aired during the livestream of the €100,000 High Rollers Invitational at PokerStars European Poker Tour (EPT) Monte Carlo, which featured Koon. PokerStars noted Koon “took home €1,000,000” from the event.

Release schedule: May 17 (Episode 1), May 24 (Episode 2), May 31 (Episode 3), June 7 (Episode 4), and June 14 (Episode 5).

The post PokerStars Big Game on Tour returns May 17 with Koon, Deeb and Berkey appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Jason Koon, Shaun Deeb, and Matt Berkey Headline New Instalment of PokerStars Big Game on Tour

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Poker’s most thrilling televised cash game, PokerStars Big Game on Tour, will return on May 17 with a brand-new set of episodes featuring a stellar line-up headlined by PokerStars Ambassador and number three in the all-time poker money list Jason Koon, reigning two-time World Series of Poker Player of the Year Shaun Deeb, and American high-stakes poker pro and coach Matt Berkey.

MMA Fighter and poker enthusiast Sean O’Malley, and well-known high stakes cash game player and businessman Randy ‘3Coin’ Sadler complete the line-up, who will take to the felt against the ‘Loose Cannon’ to win big.

As always, each episode will showcase high stakes No Limit Hold’em cash game action in the beloved Big Game format, where one amateur player or ‘Loose Cannon’ is staked $50,000 and gets to keep any profit they make at the table.

Canadian Operations Manager Andy Taylor will shake up the felt as the ‘Loose Cannon’ hoping to beat the pros. Andy runs a property maintenance company as his main job and, alongside his wife, runs a non-for-profit organisation aimed at improving the skillset and mindset of young athletes across Toronto.

The teaser for the new Big Game episodes was aired during the live stream of the €100,000 High Rollers Invitational at PokerStars European Poker Tour (EPT) Monte Carlo, featuring Big Game player Jason Koon. Koon took home €1,000,000 after topping a field of some of the best in the world.

The first Big Game episode will air on PokerStars YouTube channel on May 17, with new episodes airing weekly and culminating on June 14.

  • Sunday, May 17 – BGOT Season 3 Episode 1
  • Sunday, May 24 – BGOT Season 3 Episode 2
  • Sunday, May 31 – BGOT Season 3 Episode 3
  • Sunday, June 7 – BGOT Season 3 Episode 4
  • Sunday, June 14 – BGOT Season 3 Episode 5

The post Jason Koon, Shaun Deeb, and Matt Berkey Headline New Instalment of PokerStars Big Game on Tour appeared first on Americas iGaming & Sports Betting News.

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IBJR hails App Store approval as a milestone in the fight against illegal betting in Brazil

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The Brazilian Institute for Responsible Gaming (IBJR) considers Apple’s decision to allow the distribution of regulated sports betting and online gaming applications on its Brazilian App Store a key milestone for the consolidation of a transparent and integrity-driven sector.

This measure strengthens regulation by making it easier for users to clearly identify operators that are duly authorized to operate in compliance with national rules.

Following Google’s decision, made less than a year ago, to authorize the distribution of sports betting apps on the Play Store in Brazil, this initiative acts as a powerful cybersecurity filter and helps protect consumers from the risks of the illegal market.

Since only operators licensed by the SPA are allowed to offer services to iOS users, the process of channeling traffic into the regulated environment is further strengthened.

However, for the measure to be fully effective, continuous enforcement is required, as several illegal apps can still be found on major platforms.

Data from Instituto Locomotiva, in partnership with LCA Consultoria, indicate that the illegal environment—much of it controlled by organized crime—moves around R$40 billion per year in Brazil and generates an estimated annual loss of R$10.8 billion in tax revenue.

In this context, actions that help distinguish legal operators from unauthorized ones are essential.

The presence of applications on both the Play Store and Apple Store reinforces the commitment to Responsible Gaming, as they integrate functionalities required by legislation and audited by the platforms.

These include strict age verification to prevent access by minors under 18, clear risk warnings related to gambling, and self-exclusion tools.

The post IBJR hails App Store approval as a milestone in the fight against illegal betting in Brazil appeared first on Americas iGaming & Sports Betting News.

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