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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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As regulators scrutinise AML, RG and advertising, operators face rising pressure to validate attribution and partner payouts end to end.
Growing regulation in iGaming is changing how operators manage affiliates, track player acquisition, and control partner payouts, according to a new statement from affiliate platform provider Affnook.
The company argues that in regulated markets affiliates are increasingly treated as an extension of an operator’s marketing activity, raising the stakes for oversight in areas such as affiliate advertising practices, responsible gambling controls, anti-money laundering (AML) and data privacy. The release points to the Danish Gambling Authority as one example of a regulator highlighting potential AML risks linked to affiliate partnerships and urging operators to strengthen risk assessments across third-party acquisition channels.
Affnook says the industry is moving away from “Trust Me” affiliate reporting as stakeholders demand performance data and revenue attribution that can be independently verified. It lists audit-ready reporting, verifiable revenue attribution, transparency into tracking and commission calculations, and consistent reporting standards as key expectations in more heavily regulated environments.
The company also frames financial governance as a parallel priority to tracking, citing the need for net gaming revenue (NGR) verification, commission accuracy, invoice reconciliation and payment oversight. It adds that multi-touch player journeys and reduced effectiveness of cookie-based attribution are widening “attribution blind spots,” which can fuel partner disputes, weaken decision-making and complicate compliance reviews.
In the release, Affnook positions platform features such as audit logs, partner activity monitoring, consent-aware tracking, real-time commission calculations and server-to-server tracking as the types of capabilities operators should evaluate as regulatory expectations increase.
The post Regulated iGaming markets push operators toward audit-ready affiliate tracking appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Supplier expands to its third regulated Canadian province after Ontario and Québec, launching on Alberta’s market opening week.
Play’n GO has entered the newly regulated Alberta iGaming market, launching its casino games with more than ten licensed operators on the market’s opening week, the supplier said on 16 July 2026.
The Alberta rollout marks Play’n GO’s third regulated Canadian province, following Ontario and Québec, and extends the company’s North American regulated-market footprint.
According to the company, its content was made available in Alberta for the first time on launch day via a network of licensed operators.
Esteban Perez, New Market Entry Lead at Play’n GO said: “Entering Alberta with more than 10 operators on day one of regulation is a significant milestone for Play’n GO and a testament to the strength of our regulated market strategy. Canada continues to be a key focus for us, and expanding into our third province reflects both the demand for our content and the strength of our partnerships with licensed operators.
“We are proud to support Alberta’s regulated market with a portfolio that prioritises entertainment, compliance and long-term sustainability.”
The post Play’n GO goes live in Alberta iGaming with 10+ operators appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
The Swedish gaming giant confirms its entry into its third regulated Canadian Province with its industry leading portfolio of games now available in Alberta for the first time
Play’n GO, the world’s leading casino entertainment provider, today announced its successful entry into the newly regulated Alberta iGaming market, with a wide range of its premium content going live with more than ten licensed operators on market launch day this week.
The milestone further reinforces Play’n GO’s commitment to regulated market expansion across North America and marks the company’s third Canadian province, following established operations in Ontario and Québec.
Play’n GO’s launch in Alberta ensures players have immediate access to a portfolio of world-class titles from day one of the market’s regulated opening. By partnering with a broad network of licensed operators at launch, the company has solidified its position as a trusted supplier in newly regulated jurisdictions.
The Alberta rollout builds on Play’n GO’s strong track record of working alongside regulators and operators to deliver safe, compliant, and high-quality entertainment to players, while supporting sustainable market growth.
Esteban Perez, New Market Entry Lead at Play’n GO said: “Entering Alberta with more than 10 operators on day one of regulation is a significant milestone for Play’n GO and a testament to the strength of our regulated market strategy. Canada continues to be a key focus for us, and expanding into our third province reflects both the demand for our content and the strength of our partnerships with licensed operators.
“We are proud to support Alberta’s regulated market with a portfolio that prioritises entertainment, compliance and long-term sustainability.”
To find out more about Play’n GO, please visit playngo.com
The post Play’n GO strengthens Canadian footprint with Alberta iGaming market entry appeared first on Americas iGaming & Sports Betting News.
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