Latest News
SOFTSWISS Managed Services: 2021 Overview

In 2021, SOFTSWISS Managed Services finalised its structure and highlighted key results. As an important part of SOFTSWISS solutions offered to clients to support and maintain their brand, Managed Services has expanded the list of provided services. The statistics presented reflect the division’s performance from January to December 2021.
Managed Services is available to all the SOFTSWISS Online Casino Platform clients. The most important highlights in the development of Managed Services in 2021 were the changes in the organisational structure. In particular, the split of VIP Player Support and Player Retention services into two separate services. In addition, a new player reactivation team was created within the Managed Services to focus on getting users back into the game.
As a result, the Managed Services structure comprises five core teams at the end of 2021:
- First Line Support. Handles incoming players’ requests and helps resolve issues arising.
- Anti-Fraud Support. Responsible for dealing with suspicious activity and fraud detection.
- VIP Player Support. Focuses on targeted and personalised key player assistance.
- Player Retention. Helps to keep users in the game and increase their loyalty to the casino.
- Player Reactivation. Constantly in touch with players who show reduced or no gaming activity.
“One of the important achievements of 2021 was the finalisation of the Managed Services team structure. We have highlighted five separate teams that are responsible for key areas of work with players. Thanks to the experience gained, we have a clear understanding of how to build work in the B2C segment. This helps to promptly resolve issues and increase player loyalty, which directly affects the financial performance of a casino,” said Vitali Matsukevich, Head of Managed Services.
In the past year the First Line Support team has managed to handle more than 1,5 million chats, which is an impressive result. On average, excluding emails, there were 200+ chats with players per day per agent. At the end of the year, the average Customer Satisfaction Index stood at 83 per cent. These are the overall statistics for all 55 clients that First Line Support services worked with last year.
According to the Anti-Fraud team’s results, the amount of confiscations in 2021 exceeded 14 million EUR, a 40% increase compared to 2020. One of the team’s major achievements were the three ICA certifications, which increased the level of service and expanded the expertise of the Anti-Fraud support staff. In turn, the number of requests handled rose by 35% to over 40,500.
“2021 was a landmark year for all Managed Services teams. The increase in the number of clients using the SOFTSWISS Online Casino Platform has had a direct impact on the number of players and operators we interact with. Unfortunately, this is also reflected in suspicious activity statistics, which we monitor very closely. In order to maintain the highest level of service for which we are valued by our clients, the Managed Services team has grown several times over 2021. Therefore our clients can be sure that their players are in good hands,” commented Artyom Rudakov, Deputy Head of Managed Services.
When it comes to the interaction with VIP players, the team managed to increase their number by 6 times: from 400 in 2020 to 2,500+ in 2021. This is reflected in the amount of deposits VIP players have made in the casino. At the end of the year it amounted to over 189 million EUR. The team saw monthly growth in GGR among VIP players of around 15-20%, resulting in an annual GGR of 107+ million EUR.
The Player Retention division has managed to engage more than 230,000 players over the past year. This is directly attributable to the launch of regular unique promos, from which users learn about campaigns, new providers and the latest game releases. The conversion rate for such email blasts in December 2021 was 35% compared to 22% in January of the same year. As a result, the average deposit per player was recorded at 300 EUR.
Despite the recent launch, the Player Reactivation team ended 2021 at nearly 6,000 users who had resumed their gaming activity. 54% of them not only took advantage of the bonuses offered, but also made a deposit. As a result, the team ended the year with a total of more than €1,75 million in deposits. In turn, the average ROI per client was 220%.
“The main goal we set ourselves for 2021 was to provide the best B2C service in iGaming. I believe that we have succeeded! Not only the metrics, but also the feedback from our clients and players shows that we are moving forward in the right direction. A more targeted approach to players, segmentation of departments and team expansion allowed us to fare well among competitors,” summed up Vitali Matsukevich, Head of Managed Services.
About SOFTSWISS
SOFTSWISS Managed Services works in combination with SOFTSWISS Products to deliver additional value to iGaming operators and players alike. Managed Services include First Line Player Support, Dedicated Anti-Fraud Support, VIP Player Support, Player Retention, and Player Reactivation.
SOFTSWISS is a widely-acclaimed iGaming expert, supplying certified software solutions for managing online gambling operations. The company has an international team, which counts 1,000+ employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds a number of gaming licences, including Curacao, Malta, Estonia, Belarus, Belgium, Sweden, Nigeria, Ghana, Serbia and Greece. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, the Affilka affiliate platform, Sportsbook Platform and the Jackpot Aggregator. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimised online casino solution.
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Aquisitions/Mergers
The Chiliz Group acquires OG Esports, reuniting with original co-founders to launch new era

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Chiliz Group acquires 51% of OG Esports, investing to grow the team, expand operations, and strengthen fan and player engagement.
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Xavier Oswald, a former co-founder and shareholder of OG, becomes CEO, while OG co-founders Johan “n0tail” Sundstein and Sébastien “Ceb” Debs launch a new strategic project consolidating the team’s competitive foundation.
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Socios.com becomes the exclusive platform for $OG Fan Tokens, $OG will act as the showcase for blockchain-based utility.
The Chiliz Group, the world’s leading blockchain provider for the sports and entertainment industry and operator of Socios.com, today announced it has acquired a 51% controlling stake in OG Esports, one of the most iconic and innovative names in global esports.
Founded in 2015 by legendary Dota 2 players Johan “n0tail” Sundstein and Sébastien “Ceb” Debs, OG is the first team in history to win back-to-back titles at The International. Since then, OG has expanded into Counter-Strike, Honor of Kings and Mobile Legends: Bang Bang, building one of the most successful and culturally significant organisations in esports.
OG has a track record of delivering a fan-driven culture through innovation and launched the $OG Fan Token in 2020. The $OG Fan Token recently became the first esports Fan Token to surpass a $100 million market capitalization, driven by surging global demand for digital fan assets. Having delivered exclusive voting rights, VIP experiences, merchandise, and direct access to the team for fans worldwide, $OG represents a thriving $100m+ digital fan economy.
As part of the acquisition, Xavier Oswald will take on the role of CEO of OG, guiding the organisation into its next chapter, while co-founders Johan “n0tail” Sundstein and Sébastien “Ceb” Debs will lead a new strategic project consolidating the team’s competitive foundation, driving innovation at the intersection of esports and Web3.
At the same time, Socios.com will become the exclusive wallet and engagement platform for $OG Fan Tokens, establishing $OG as the flagship example of the new fan economy. The token will now showcase how fan assets can evolve – serving as the blockchain layer for tickets, merchandise, in-stadium perks, and digital content, while also integrating real-world assets and club revenues through mechanisms like buybacks to deliver deeper influence and tangible value to supporters.
Through The Chiliz Group’s global network of more than 80 leading sports properties, OG will now be able to expand into new countries and markets, building a larger international footprint and new commercial opportunities. Backed by the financial strength of a global group, OG will become more resilient and sustainable, ensuring long-term stability while focusing on what matters most: players, fans, and innovation.
More details about the acquisition will be released in the coming weeks.
“OG has always been about community and innovation, and since 2020 it has demonstrated that Fan Tokens can create genuine economic value and meaningful engagement,” said Alex Dreyfus, CEO and Founder of Chiliz. “With a $100 million fan token economy already established, OG represents the perfect case study for what’s truly possible when we place Fan Tokens at the centre of the fan economy. This acquisition allows us to showcase the next evolution – Fan Tokens 2.0.”
“This marks the start of a bold new era for OG,” said Xavier Oswald, incoming CEO of OG. “With Chiliz as our majority partner, we can scale our teams, grow our global community, and unlock a new dimension of engagement through the $OG Fan Token. We’ve always believed that fans should be at the centre of everything we do, and now we have the tools and the backing to make that vision a reality.”
“With Chiliz, we share a common vision based on strong values: passion, transparency, and the power of communities.” said Johan “N0tail” Sundstein, co-founder and historic figure of OG Esports. “From winning back-to-back Internationals to competing against OpenAI Five in a world-first showcase of human-AI collaboration, OG has always been about pushing boundaries. This alliance will allow us to stay true to our identity while continuing to grow.”
“This agreement marks the beginning of a new competitive cycle,’ added Sébastien “Ceb” Debs, two-time world champion with OG. “We want to once again become a major force on the international stage and inspire a new generation of players and fans. With the support of Chiliz, we now have the means to build an ambitious and sustainable project.”
The post The Chiliz Group acquires OG Esports, reuniting with original co-founders to launch new era appeared first on European Gaming Industry News.
EveryMatrix Press Releases
SlotMatrix unleashes the wild riches of 20 Armadillos

SlotMatrix, the world’s largest casino content aggregator, proudly announces the launch of 20 Armadillos, a thrilling new slot adventure set deep in a jungle where fortunes roll wild.
In this untamed land, the Armadillos and their fierce animal allies guard treasures waiting to be uncovered. Players spin the reels as claws of luck and paws of fortune guide them towards potential big wins, daring them to crack the shell of jungle secrets and claim the rewards within.
20 Armadillos is a 5-reel, 4-row slot with 20 lines, medium-high volatility and RTP options of 94.16% and 96.96%. With a maximum multiplier of 30,000x and a responsive, mobile-first design, the game blends rich visuals with high win potential.
The game’s feature set is as wild as its setting. Landing Wild Symbols triggers Wild Respins, extending the action and paving the way to the Bonus Game, where Wilds transform into Armadillo Credits with random cash values.
Prizepot mechanics give players the chance to collect Mini, Minor, Major, and Mega wins, while filling the board unlocks the ultimate Grand Prizepot.
Pick Enhancement Accumulation allows players to build up powerful modifiers over time, unlocking even more rewards when Free Spins begin.
In the Pre-Free Spins Picks phase, collected enhancements such as global multipliers, payout boosts, extra credits, and sticky animals create a truly personalised bonus round.
The Free Spins bonus doubles down on excitement with Both Ways Pay and Animals Double Feature, combining sticky animals, extra spins, and double-win mechanics for massive payouts.
20 Armadillos is exclusively available through SlotMatrix. As with all SlotMatrix titles, the game is enhanced by EveryMatrix’s proprietary gamification features, including free spins and leaderboards, and can be integrated with EngageSuite, the all-in-one player loyalty solution.
Bjorn Sjoberg, COO, SlotMatrix, said: “With 20 Armadillos, we’re showcasing how layered gameplay, vibrant storytelling, and innovative mechanics can captivate players.
“From the jungle-themed prizepots to double-paying animal features, 20 Armadillos delivers an experience to remember for players worldwide.”
The post SlotMatrix unleashes the wild riches of 20 Armadillos appeared first on European Gaming Industry News.
Latest News
REEVO Announces Strategic Partnership with betFIRST

REEVO, the next-generation B2B content and aggregation provider, has announced a strategic partnership with betFIRST, Belgium’s leading retail and online sports betting operator and part of the Betsson Group. Through this collaboration, REEVO’s extensive portfolio of high-performing, engaging and innovative games will now be available to betFIRST players across Belgium.
This partnership marks another significant step in REEVO’s mission to deliver world-class iGaming content to operators and their players worldwide, strengthening its footprint in Europe and beyond.
Karl Grech, Head of Business Development at REEVO, said: “We are thrilled to partner with betFIRST, a brand synonymous with excellence and leadership in Belgium. At REEVO, our mission is to push the boundaries of iGaming innovation and deliver content that resonates with players everywhere. By joining forces with betFIRST, we’re confident that our games will not only entertain but also drive strong engagement and value for their players.”
Rhianna Binns, Games Delivery Manager at betFIRST, said: “We’re always looking to bring fresh, engaging, and innovative content to our players, and partnering with REEVO allows us to do just that. Their portfolio adds real variety and excitement to our games offering, and we’re confident it will further enhance the entertainment experience that betFIRST is known for in Belgium.”
With REEVO’s expanding library of cutting-edge in-house titles and a rapidly growing aggregation platform featuring content from top-tier third-party studios, betFIRST players will gain access to a diverse range of games designed to enhance engagement and retention.
betFIRST, renowned for its strong online presence and the largest retail network of betting shops in Belgium, will now bring REEVO’s content to its customers, enriching their entertainment experience with premium slot gameplay and innovation-driven mechanics.
The post REEVO Announces Strategic Partnership with betFIRST appeared first on European Gaming Industry News.
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