Latest News

SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1

Published

5 years ago

August 11, 2021

Reading Time: 2 minutes

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.

Affiliate Industry

SiGMA exclusive: Aleksandra Drigo on traffic shifts, transparency, and the future of SEO affiliates

Published

1 hour ago

July 6, 2026

GamingAmericas.com

sigma-exclusive:-aleksandra-drigo-on-traffic-shifts,-transparency,-and-the-future-of-seo-affiliates

In an exclusive interview for the SiGMA News, Aleksandra Drigo, Chief of Business Development at SEOBROTHERS, shared her perspective on the future of affiliate marketing in Canada.

She discussed how Alberta’s upcoming market launch could reshape competition, why transparency has become a cornerstone of operator-affiliate partnerships, how compliance is changing the way affiliates choose partners, and why localisation, trusted brands, and data-driven decision-making will define the next generation of SEO affiliates.

Regulation will reshape Alberta’s affiliate landscape

As Alberta prepares to regulate its online gambling market, affiliates are entering a more challenging environment. While regulation brings greater transparency, it also increases compliance demands, acquisition costs, and competition – particularly from larger, well-funded companies.

“Many affiliates, especially independent SEO players, may decide not to enter fully regulated markets and instead focus on regions with more predictable economics and lower regulatory pressure,” Aleksandra said.

Bigger brands gain the advantage

According to Drigo, regulated markets naturally favour established affiliate businesses, whereas smaller publishers face much higher barriers to entry despite niche opportunities still existing.

“Regulated markets tend to favour larger players. Big affiliate companies have the resources for legal support, compliance teams, advanced tracking infrastructure, and long-term investment without expecting fast ROI.”

Compliance is now a deciding factor

Operator selection is no longer based solely on commercial terms. Affiliates increasingly assess partners by their transparency, reporting quality, responsible gaming standards, responsiveness, and ability to meet local regulatory requirements.

“We pay close attention to how consistent an operator is in terms of reporting, responsible gaming policies, speed of communication, and local regulations compliance. Reputation risks affect both sides. If an operator lacks transparency or fails to follow compliance standards, it directly impacts the affiliate business as well.”

Communication matters more than financial disputes

Drigo believes that most partnership conflicts arise not from payment issues, but from poor communication and limited access to performance data.

“Financial disagreements can usually be resolved quickly if there is trust and clear communication between both sides. Whereas, when affiliates do not receive timely information, face unclear reporting, or get no explanation for performance changes, tensions escalate very quickly. In regulated markets, communication and transparency become just as important as the financial terms themselves.”

The future belongs to trusted brands and localisation

Looking ahead, Drigo expects meticulous localisation, brand authority, first-party audiences, and community-driven products to define success in regulated North American markets. As AI reshapes search, affiliates will need stronger technology, diversified traffic sources, and compliance-friendly SEO strategies to remain competitive.

“With AI and online search ecosystem changes already transforming the SEO landscape, affiliates need to become much more flexible and technology-driven than before. And compliance-friendly SEO strategies and diversification beyond traditional search traffic are becoming increasingly important.”

The post SiGMA exclusive: Aleksandra Drigo on traffic shifts, transparency, and the future of SEO affiliates appeared first on Americas iGaming & Sports Betting News.

Belgium

EveryMatrix to replace Betcenter Belgium sportsbook platform in omnichannel deal

Published

2 hours ago

July 6, 2026

Wladimir P.

everymatrix-to-replace-betcenter-belgium-sportsbook-platform-in-omnichannel-deal

Merkur Group-owned operator will migrate retail and online sports betting across 50+ shops and hundreds of terminals onto EveryMatrix’s full stack.

EveryMatrix has agreed an omnichannel partnership with Betcenter Belgium to power the operator’s sports betting platform, replacing an in-house legacy setup with EveryMatrix’s full technology stack.

Under the deal, EveryMatrix will migrate Betcenter’s customer activities and operations and deliver sportsbook services across both retail and online channels. Betcenter operates online and in more than 50 retail betting shops, with 600 Self Service Betting Terminals (SSBTs) and 300 SSBT-light units, according to the companies.

The agreement extends EveryMatrix’s relationship with Betcenter owner Merkur Group, following a March announcement that EveryMatrix would power Merkur’s Cashpoint brand in Denmark for online sports and casino and more than 1,000 sports betting terminals in 230 shops.

Ebbe Groes, Group Co-CEO & Co-Founder, EveryMatrix, said: “To be able to extend our partnership with Merkur Group in Belgium so soon after agreeing to work with its Cashpoint brand in Denmark is something you rarely see in our industry.

“There has been, and continues to, be an enormous amount of hard work put into both making and delivering these deals on both sides so I’d like to thank the Merkur Group and my own internal EveryMatrix teams for making this a reality.”

Mathias Dahms, Managing Director of the Sports Betting Division, Merkur Group, said: “We have learned to regard EveryMatrix as a reliable and competent partner and look forward to taking the next step with them on this challenging project in Belgium.

“Through this partnership, we will consolidate our market-leading position in Belgium and further expand it with new products.”

The post EveryMatrix to replace Betcenter Belgium sportsbook platform in omnichannel deal appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

Blueprint Gaming

Blueprint Gaming rolls out Rapid Fire Jackpots to NetBet UK

Published

3 hours ago

July 6, 2026

Wladimir P.

blueprint-gaming-rolls-out-rapid-fire-jackpots-to-netbet-uk

The expanded integration will bring Blueprint’s full Rapid Fire Jackpots portfolio into NetBet’s casino lobby over time.

Blueprint Gaming has expanded its partnership with UK-facing operator NetBet by rolling out its Rapid Fire Jackpots progressive jackpot content to the operator’s casino lobby.

The companies first partnered in 2025, with NetBet already offering Blueprint releases including Fishin’ Frenzy Lure ‘Em In, Eye of Horus and King Kong Cash. NetBet has also run a selection of Rapid Fire Jackpots titles, including Fishin’ Frenzy Big Catch 3, The Goonies Quest for Treasure 2 and Fishin’ Frenzy Even Bigger Fish 2.

Under the extended collaboration, Blueprint said the entire Rapid Fire Jackpots portfolio will be integrated into NetBet’s casino lobby over time, starting with an initial batch of titles now made available to NetBet players.

Rapid Fire Jackpots launched in June 2024 and is positioned by Blueprint as a complementary mechanic to its Jackpot King product, designed to deliver more frequent jackpot wins. Jack Lawson, Senior Account Manager at Blueprint Gaming, said: “Rapid Fire Jackpots has added a new dimension to our portfolio since launch, giving players access to more frequent jackpot drops alongside the premium gameplay experiences our content is known for.

“Expanding the rollout of the mechanic with NetBet allows us to build on the strong momentum already generated through our partnership, while further cementing our position as a leading supplier in the UK market.” Claudia Georgevici, PR Manager at NetBet Casino, said: “Blueprint Gaming’s titles have proven to be a strong addition to our casino lobby over the past year, and the integration of Rapid Fire Jackpots is set to further boost that offering.

“The mechanic’s combination of achievable, frequent jackpot wins and engaging gameplay delivers exactly the type of experience that resonates with our players, making it a valuable addition to our growing content selection.”

The post Blueprint Gaming rolls out Rapid Fire Jackpots to NetBet UK appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.