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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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Report affirms Ygam’s leading role in gambling harm prevention

The latest Ygam impact report reiterates the integral role that the charity plays in preventing gaming and gambling harms among young people.
Between January 2024 to March 2025, Ygam trained nearly 10,000 delegates and reached and estimated 1.3 million children and young people across the UK – the highest reach figure since its inception in 2014. Recognised as the UK’s leading charity dedicated to prevention gambling harms among young people, Ygam has continued to set the standard in the sector.
The charity has significantly strengthened its focus on data, evaluation, and evidence-based practice, commissioning independent evaluations of four of its flagship programmes. These evaluations have generated robust insights into the long-term effectiveness of Ygam’s approach and are helping to shape the future of prevention education across the UK.
This report brings together a rich body of evidence, including independent evaluations, pre- and post-training feedback, and delegate testimonials – compiled to inform strategic direction and long-term effect.
Ygam’s growing prominence is reflected in its expanding reputation and influence across the youth sector. The charity continues to build strong partnerships with schools, universities, youth organisations, and community groups, ensuring its resources are embedded where they can make the greatest impact. Ygam is now working with esteemed brands including The Scouts, NSPCC, The Children’s Society, TSB Bank, Place2Be, and Barnardo’s.
The charity’s work has also been praised by Gambling Minister Baroness Twycross, who welcomed the publication of the report.
Parliamentary Under-Secretary of State at the Department for Culture, Media and Sport, Baroness Twycross, said: “I welcome this report, which highlights Ygam’s vital role in educating more than one million young people on how to lead safer digital lives.
One of my key priorities as gambling minister is to strengthen protections around those most vulnerable to harmful gambling and I look forward to collaborating with Ygam in future as we continue to build a safer online space for young people.”
Helen Martin, Chief Operating Officer and Interim Chief Executive at Ygam, said: “I’m incredibly proud to present this impact report, which highlights Ygam’s leading role in the prevention field and our recognised expertise in safeguarding children and young people. Central to our success is a strong commitment to collaboration and the transformative power of partnership.
I’m delighted with the strides we’ve made in evaluating our work. While our reach figures are impressive, they represent just one facet of the significant impact we are achieving. By investing time and resources in rigorous evaluation, we ensure our programmes are not only evidence-based but also exemplify best-in-class standards and deliver lasting impact.
Our dedication to thorough evaluation, ongoing learning, and reflective practice empowers us to continually enhance our approach and meet the evolving needs of the communities we support. This commitment will continue to reinforce our position as trusted experts in the field.”
Key findings of the Impact Report 2024/2025:
- 1,324,416 estimated young people reach through delegates trained.
- 9,448 delegates trained in positions of care and influence over young people, including 3,762 teachers and youth workers.
- 1 million social media impressions, marking 322% increase from 2023.
- 97% of delegates would recommend Ygam training to a colleague.
- 97% of delegates felt better equipped to identify and respond to gambling harms following Ygam training.
- 50% of teachers and youth workers said they had implemented the Ygam materials in their classroom within 12 months of completing the training.
- 2,134 volunteer leaders were reached through the Scout Association partnership, safeguarding an estimated 45,000 children and young people.
- 50 universities visited across the UK.
- 115,000 estimated university students reach.
This report reinforces the charity’s commitment to independent evaluation, learning, and reflection, which helps to continuously strengthen their our own portfolio and harm prevention efforts across the wider sector.
You can read Ygam’s full Impact Report 2024-5 here.
The post Report affirms Ygam’s leading role in gambling harm prevention appeared first on European Gaming Industry News.
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Midnite named principal partner of Sheffield United

- Midnite to be Blades’ front-of-shirt sponsor for 2025-26 season
- Lucky season ticket holders will get VIP seat upgrade for every match thanks to Midnite
- Midnite is among UK’s fastest-growing sportsbooks.
Midnite, one of the UK’s fastest-growing online sportsbooks, has been named as the principal partner of Sheffield United for the 2025-26 season.
Midnite’s logo will be on the front of Blades shirts for the men’s and women’s adult first teams, training kits and adult replica shirts. It will also be displayed around Bramall Lane, on home match team sheets, the matchday programme and across the club’s social media channels.
The partnership also launches Midnite Premium Seat Upgrade. This will see two lucky season ticket holders drawn at random before each men’s home league game to enjoy a premium match experience in the prestigious Tony Currie Suite.
Midnite and Sheffield United will also collaborate to bring Blades fans closer to their club with a series of unique moments and unprecedented opportunities throughout the season.
Midnite was the official betting partner of the 2025 World Snooker Championship, held at the Crucible in Sheffield earlier this year.
Jonathan Shaw, Vice President of Growth at Midnite, said: “It’s a privilege for Midnite to become principal partner of Sheffield United for the coming season. The club has a proud history and a strong connection with its supporters and we’re committed to helping make this a memorable season for Blades fans.
“This partnership continues our efforts to grow Midnite as a challenger brand in the UK market, as we look to build our presence and offer a genuine alternative to the established tier-one operators. We’re looking forward to working with the club and its supporters throughout the season.”
Paul Fielder Head of Commercial for Sheffield United Football Club said: “We’re pleased to welcome Midnite as our principal partner for the 2025-26 season. They’ve shown a clear commitment to working with the club and its supporters and we’ve been impressed by their thoughtful and collaborative approach.
“We look forward to developing the partnership over the season and providing Blades fans with some memorable moments along the way.”
Midnite and Sheffield United’s partnership will operate in accordance with the Gambling Commission’s codes of practice.
The post Midnite named principal partner of Sheffield United appeared first on European Gaming Industry News.
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Unlock Top-Tier Deals and Careers: Parimatch joins iGB L!VE 2025

Parimatch, the global entertainment company, is set to make a significant impact at iGB L!VE 2025, taking place in London from July 2–3. Located at Stand E34, the Parimatch team will welcome industry leaders, potential partners, and top talent to explore a world of premium entertainment opportunities.
iGB L!VE is a cornerstone event in the iGaming calendar. That is why Parimatch is creating a hub for high-value connections with key decision-makers. The stand will be a must-visit destination for attendees seeking access to a top-tier network of C-level executives and the best deals from an Affiliate program operating globally across the Middle East, Southeast Asia, and Europe. The Parimatch Affiliate team will be on hand to discuss the best deals and hottest offers, designed to drive high performance for partners.
The Parimatch experience at Stand E34 is designed to be unforgettable, going beyond performance to build strong alliances and celebrate shared success. Demonstrating a commitment that goes beyond industry standards, Parimatch Affiliates will host an exclusive side event for its top partners: a trip to the Formula 1 race in Silverstone. This ethos will be reflected at the stand through a dynamic atmosphere where insights and energy converge, complete with engaging activities, prize draws, and limited-edition merchandise drops.
In addition to fostering business objectives, Parimatch is focusing more than ever on its employer brand. The company’s Employer Brand and HR teams will be on-site for open conversations with talented professionals. Visitors can gain direct insights into Parimatch’s vibrant corporate culture, diverse work formats, and significant career opportunities. This provides a transparent look into life at a leading global entertainment company.
The post Unlock Top-Tier Deals and Careers: Parimatch joins iGB L!VE 2025 appeared first on European Gaming Industry News.
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