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SOFTSWISS Managed Services: 2021 Overview

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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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Meridianbet Completes Fairbet Acquisition, Expanding Malta Retail Gaming Network Under Golden Matrix Group

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Meridianbet, a leading global sports betting and gaming operator and a subsidiary of Golden Matrix Group Inc. (NASDAQ: GMGI), has completed the acquisition of Fairbet Ltd., a licensed retail gaming operator in Malta.

The transaction significantly expands Meridianbet’s physical retail footprint in one of Europe’s most tightly regulated gaming jurisdictions.

Fairbet operates under Malta Gaming Authority (MGA) license B2C/195/2011, and the acquisition grants Meridianbet 100% ownership of Fairbet’s retail operations across Malta and Gozo, the archipelago’s second-largest island. The deal expands Meridianbet’s presence beyond its existing locations and further consolidates its position within the Maltese retail gaming market.

As part of the transaction, nine additional retail locations will be integrated into the Meridianbet network, increasing the company’s total number of storefronts in Malta to 20. The enlarged retail estate is expected to operate more than 60 sports betting terminals and over 120 slot machines, significantly boosting Meridianbet’s land-based gaming capacity.

The companies’ previous technology partnership will now transition into full operational integration, with Meridianbet assuming complete operational control of Fairbet’s retail network. All locations will be rebranded under the Meridianbet name, ensuring unified technology, compliance, and customer experience across the portfolio.

Malta’s retail gaming sector is governed by one of the most restrictive regulatory frameworks in Europe, with only three licensed operators permitted to operate retail betting locations: Meridianbet, Izibet (the National Lottery operator), and Fairbet. With Fairbet now wholly owned by Meridianbet, the company effectively controls two of the three retail gaming licenses in the jurisdiction.

The Malta Gaming Authority (MGA) enforces strict licensing criteria, substantial capital requirements, and rigorous compliance standards that create significant barriers to market entry. These conditions limit competition and create long-term scarcity value for licensed operators that meet the regulatory threshold.

“Completing the acquisition of Fairbet strengthens our position in a market where regulatory barriers create inherent scarcity value,” said Zoran Milosevic, CEO of Meridianbet. “This transaction allows us to expand our retail infrastructure in Malta, while our technology now supports the majority of licensed retail gaming in the country. It reflects our disciplined M&A strategy, targeting high-barrier markets where limited licensing creates durable competitive advantages.”

The Fairbet acquisition aligns with Meridianbet’s broader growth strategy, which combines organic expansion with selective mergers and acquisitions in jurisdictions where regulation encourages consolidation. Malta has been a core operational hub for Meridianbet since 2008, with the company ranking among the country’s originally licensed gaming operators during the early development of the MGA framework.

Malta’s gaming industry benefits from a regulatory regime widely regarded as one of Europe’s most credible. The MGA’s oversight framework emphasizes investor protection, technical compliance, and financial stability, positioning Malta-licensed operators for trust and recognition across international markets.

Meridianbet’s expanded retail footprint across Malta and Gozo enhances its ability to serve both local customers and the island nation’s strong tourism sector. According to Malta’s National Statistics Office, tourist arrivals exceeded three million visitors in 2024, reinforcing the strategic value of a broad, well-positioned retail gaming network

The post Meridianbet Completes Fairbet Acquisition, Expanding Malta Retail Gaming Network Under Golden Matrix Group appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Atlaslive Reaches Final Shortlist for Best Live Platform Provider at SiGMA Eurasia 2026

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Atlaslive, a provider of B2B iGaming platform technology, has earned a place on the shortlist for the BEST LIVE PLATFORM PROVIDER 2026 category at the SiGMA Eurasia Awards 2026.

The SiGMA Eurasia Awards spotlight excellence across the iGaming, affiliate, and online entertainment industries, honoring companies and solutions that drive innovation, sustainable growth, and measurable impact. The shortlist is announced as part of the SiGMA Eurasia Summit, taking place February 9–11, 2026, at Dubai Festival City in the United Arab Emirates.

“Platform performance is measured in milliseconds, uptime, and player trust. Being shortlisted in this category reflects the technical discipline and delivery standards our teams bring to operators every day.”
—Anastasiia Poltavets, CMO at Atlaslive

Partners, supporters, and members of the community can participate in the awards process through public voting by submitting their support using the following form:
https://share.hsforms.com/11aCinm5wS92yCSiAtXDGUg3s9oo

Taking place during summit week, the awards ceremonies create a key moment for industry professionals to connect, share insights, and celebrate innovation at one of the year’s most prominent gaming events.

About Atlaslive

Atlaslive delivers flexible, scalable iGaming platform technology to operators in regulated markets. Focused on performance, reliability, and continuous product development, Atlaslive enables sportsbook and casino operations aligned with diverse business models.

This document is provided to you for your information and discussion only. This document was based on public sources of information and was created by the Atlaslive team for marketing usage. It is not a solicitation or an offer to buy or sell any gambling-related product. Nothing in this document constitutes legal or business development advice. This document has been prepared from sources Atlaslive believes to be reliable, but we do not guarantee its accuracy or completeness and do not accept liability for any loss arising from its use. Atlaslive reserves the right to remedy any errors that may be present in this document.

About Atlaslive

Atlaslive is a B2B software development company that specializes in creating a multifunctional and automated platform to optimize the workflow of sports betting and casino operators. Key components of the Atlaslive Platform include Sportsbook, Casino, Risk Management and Anti-Fraud Tools, CRM, Bonus Engine, Business Analytics, Payment Systems, and Retail Module. Follow the company on LinkedIn to stay updated with the latest news in iGaming technology.

The post Atlaslive Reaches Final Shortlist for Best Live Platform Provider at SiGMA Eurasia 2026 appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Atlaslive

Atlaslive Reaches Final Shortlist for Best Live Platform Provider at SiGMA Eurasia 2026

Published

on

atlaslive-reaches-final-shortlist-for-best-live-platform-provider-at-sigma-eurasia-2026

Atlaslive, a provider of B2B iGaming platform technology, has earned a place on the shortlist for the BEST LIVE PLATFORM PROVIDER 2026 category at the SiGMA Eurasia Awards 2026.

The SiGMA Eurasia Awards spotlight excellence across the iGaming, affiliate, and online entertainment industries, honoring companies and solutions that drive innovation, sustainable growth, and measurable impact. The shortlist is announced as part of the SiGMA Eurasia Summit, taking place February 9–11, 2026, at Dubai Festival City in the United Arab Emirates.

“Platform performance is measured in milliseconds, uptime, and player trust. Being shortlisted in this category reflects the technical discipline and delivery standards our teams bring to operators every day.”
—Anastasiia Poltavets, CMO at Atlaslive

Partners, supporters, and members of the community can participate in the awards process through public voting by submitting their support using the following form:
https://share.hsforms.com/11aCinm5wS92yCSiAtXDGUg3s9oo

Taking place during summit week, the awards ceremonies create a key moment for industry professionals to connect, share insights, and celebrate innovation at one of the year’s most prominent gaming events.

About Atlaslive

Atlaslive delivers flexible, scalable iGaming platform technology to operators in regulated markets. Focused on performance, reliability, and continuous product development, Atlaslive enables sportsbook and casino operations aligned with diverse business models.

This document is provided to you for your information and discussion only. This document was based on public sources of information and was created by the Atlaslive team for marketing usage. It is not a solicitation or an offer to buy or sell any gambling-related product. Nothing in this document constitutes legal or business development advice. This document has been prepared from sources Atlaslive believes to be reliable, but we do not guarantee its accuracy or completeness and do not accept liability for any loss arising from its use. Atlaslive reserves the right to remedy any errors that may be present in this document.

About Atlaslive

Atlaslive is a B2B software development company that specializes in creating a multifunctional and automated platform to optimize the workflow of sports betting and casino operators. Key components of the Atlaslive Platform include Sportsbook, Casino, Risk Management and Anti-Fraud Tools, CRM, Bonus Engine, Business Analytics, Payment Systems, and Retail Module. Follow the company on LinkedIn to stay updated with the latest news in iGaming technology.

The post Atlaslive Reaches Final Shortlist for Best Live Platform Provider at SiGMA Eurasia 2026 appeared first on Americas iGaming & Sports Betting News.

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