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SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1
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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AI
Veikkaus rolls out OpenBet’s Neccton responsible gambling platform ahead of 2027 reform
Veikkaus will deploy the latest version of OpenBet’s Neccton AI-enhanced responsible gambling platform across its digital and retail channels, the companies said on 16 June 2026. The rollout comes as Finland’s newly approved Gambling Act increases operator obligations to spot and address risky gambling behaviour early, including active intervention where risk indicators emerge.
OpenBet said the Neccton platform is designed to identify potentially risky gambling behaviour in real time, generate automated alerts, and support tailored player interventions. The system summarises behavioural data, risk markers and historical context in plain language, and provides AI-assisted explanations intended to support compliance teams while maintaining human oversight.
Susanna Saikkonen, Vice President for Sustainability at Veikkaus, said: “Veikkaus’ individual gambling safety net model is based on identifying risky gambling as early as possible and offering players both support and concrete limitations. The Neccton platform provides us with an ISO-certified, extensively security tested and scientifically validated tool that strengthens our ability to identify risk and support our customers in gambling responsibly.”
Dr Michael Auer, Managing Director of Neccton at OpenBet, said: “In today’s regulatory environment, operators must demonstrate how they actively prevent gambling-related harm. The latest version of the Neccton platform enables real-time, data-driven intervention and measurable duty of care. We are proud to expand our partnership with Veikkaus to further strengthen its responsible gambling framework.”
The Neccton deployment extends Veikkaus’ existing relationship with OpenBet. OpenBet has been powering Veikkaus’ next-generation sportsbook platform and providing Managed Trading Services across digital and retail channels since May 2025, according to the companies. Veikkaus is preparing for Finland’s expected market liberalisation in 2027.
The post Veikkaus rolls out OpenBet’s Neccton responsible gambling platform ahead of 2027 reform appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Jani Kontturi Head of Games at SkillOnNet
SkillOnNet adds Octoplay casino games across its UK brands
Octoplay titles go live on PlayOJO, Genting, SpinGenie and MegawaysCasino, with more regulated markets planned.
SkillOnNet has launched Octoplay’s casino games across its UK iGaming sites, making the supplier’s content available to players on brands including PlayOJO, Genting, SpinGenie and MegawaysCasino.
The UK rollout includes Octoplay titles such as Vegas is Dead: Battle Arena, Shaolin Panda: Chaos Reels, and Serpent Gold: Hold and Win. SkillOnNet said it plans to expand the partnership into additional regulated markets in the coming months.
Jani Kontturi, Head of Games at SkillOnNet said: “We’re delighted to welcome Octoplay to our platform in the UK. The studio has built a strong reputation for developing high-quality games that combine engaging mechanics with blockbuster production values. We are confident our players will love the content, and we’re excited to extend the partnership into additional regulated markets in the near future.
Ralitsa Georgieva, CEO at Octoplay: “Launching with SkillOnNet in the UK represents another important milestone for Octoplay. SkillOnNet operates some of the industry’s most established iGaming sites, and this partnership allows us to bring our games to a wider audience of players. We look forward to building on this initial launch and expanding together into further markets.”
The post SkillOnNet adds Octoplay casino games across its UK brands appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
iGaming content
Microgaming launches new Playboy-branded slot, Playboy Gems and Desires
Microgaming has launched Playboy Gems and Desires, the latest addition to its official Playboy-branded games portfolio.
The slot uses a reel set featuring Wild stacks that land on reels two, three and four. The game also uses a ways win structure as part of its presentation.
Free Spins are triggered by landing the letters B-U-N-N-Y. During the bonus, an active Win Multiplier can build, while Reel Jackpots and a Jackpot Wheel are also included.
Microgaming said the game includes “Personal Persistence”, which allows the Free Spins Multiplier and Reel Jackpots to carry across all bet levels. The supplier stated a maximum win potential of up to 5,000x the bet.
A Microgaming spokesperson said: “Playboy is a brand with instant recognition, but also a very clear sense of style, confidence and premium entertainment. With Playboy Gems and Desires, the aim was to capture that atmosphere in a way that feels authentic to the brand, while delivering a slot experience with real energy and broad player appeal. It is another strong addition to our official Playboy portfolio and one that reflects the quality and ambition behind the partnership.”
The post Microgaming launches new Playboy-branded slot, Playboy Gems and Desires appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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