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.
Powered by WPeMatico
Latest News
Evoplay starts a big fiesta in spicy new title Don Juan Peppers

Evoplay, the award-winning game development studio, has released Don Juan Peppers, a fiery new slot that blends bold bonus features with festive flair.
Set in a sun-soaked Mexican town bursting with colour, rhythm and celebration, the game invites players to join the charismatic Don Juan himself for a lively fiesta across 20 fixed paylines.
The action centres around two types of bonus symbols. Landing three Chili Bonus icons on reels two, three and four triggers seven Free Spins. During Free Spins, each appearance of a Chili Bonus symbol awards an Instant Chili Prize corresponding to the value shown above its reel.
Meanwhile, landing six or more Bonus symbols activates the bonus game. In this mode, all Bonus and Chili icons lock in place and reset the spin counter to three. Chilis in this round boost the value of up to four Bonus symbols before transforming and continuing the chase for bigger wins.
The bonus game also gives players a shot at four fixed jackpots: MINI, MEGA, SUPER, and the GRAND prize of 3,000x the bet. For players who want to skip straight to the fiesta, a Bonus Buy feature offers direct access to either the Bonus Game or Free Spins.
Don Juan Peppers is the latest release in Evoplay’s growing portfolio of standout slots, blending engaging gameplay with vibrant storytelling and proven features.
Ivan Kravchuk, CEO at Evoplay, said: “Don Juan Peppers is a celebration of bold design and dynamic mechanics. By blending familiar bonus features with a distinctive aesthetic and rhythmic theme, we’ve created a slot that feels both familiar and fresh.
“It’s a fantastic showcase of our approach to delivering high-performing content with real personality.”
The post Evoplay starts a big fiesta in spicy new title Don Juan Peppers appeared first on European Gaming Industry News.
Latest News
Greek Casino Industry Undergoes Major Transformation

The Greek casino industry is undergoing a major transformation, with high-profile investments and relocations redefining the market.
While casinos now account for a smaller share of the broader gambling industry, with the total Greek gambling market reaching $31.5 billion in wagers in 2023 and gross gaming revenue of $2.8 billion, the flurry of new licenses, relocations and integrated resort projects is reshaping the sector and attracting international attention.
Following global trends, Greek casinos are evolving into integrated resorts, where gambling is just one part of a broader entertainment and hospitality experience.
These resorts aim to attract high-end tourists, generate consistent visitor flows, boost tax revenue and enhance Greece’s international brand in luxury tourism. The next five years will be critical in establishing Greece as a leading Mediterranean destination for integrated resorts.
Leading the wave is the Hard Rock Hotel & Casino Athens at the former Ellinikon site, a project valued at $1.6 billion. The venture is a partnership between Hard Rock International (51%) and GEK TERNA (49%), a major Greek construction and energy company, set to create one of Europe’s largest integrated resorts.
Standing 646 feet (197 meters) tall with 42 floors, the resort will include a five-star hotel, a conference center, event spaces and a casino built to international standards. Completion is expected within three years, creating three thousand construction jobs and three thousand permanent positions once operational.
Another key development is the relocation of Parnitha Casino to Marousi. The plan, initially proposed thirteen years ago, overcame legal hurdles after the Council of State approved Presidential Decree No. 36 (FEK 79/A/30-3-2023), which permits the transfer and modernisation of the casino into a multifunctional complex.
This Voria complex will occupy 52 acres near Golden Hall—an upscale shopping mall in Marousi—with 27 acres allocated for public spaces and 25 acres housing the casino, a five-star hotel with 150 rooms, a 1400-seat auditorium, dining, entertainment areas and a 636-space underground parking garage.
The $270 million investment is projected to create three thousand construction jobs and three thousand permanent positions, with completion expected three years after the building permit, anticipated in September 2025.
Three other casinos—in Rio, Alexandroupolis and Corfu—are undergoing financial restructuring.
Saint George Participations, linked to the Arfani and Chioni families, secured operational approval from the Hellenic Gaming Commission (EEEP) and plans to acquire licenses and control by purchasing existing loans and shares.
Although legally and financially complex, investors have already committed $13 million, signaling long-term involvement even before taking equity stakes.
The EEEP is also preparing to award a new casino license in Gournes, Heraklion, Crete, independent of the broader redevelopment of the former US base managed by Dimand.
Crete’s strategic location, strong tourism and new infrastructure make it highly attractive. The license is expected to be offered via tender by early 2026, drawing international interest.
The post Greek Casino Industry Undergoes Major Transformation appeared first on European Gaming Industry News.
Latest News
UGC Calls for Global Teamwork to Stop Illegal Gambling

The Ukrainian Gambling Council (UGC) has called for a united, tech-based plan to tackle the worldwide increase in illegal online betting.
Viktoriya Zakrevskaya, UGC’s Deputy Chair, said the quick growth of digital platforms has led to more unlicensed operators. These operators often use cryptocurrencies and social media to avoid getting caught and to attract users.
Illegal operators now make up a big part of the $618.7 billion global iGaming market expected by the end of 2025. These platforms often register offshore, use anonymous payments and market online, making it harder to enforce laws against them.
Zakrevskaya pointed out that nations across the globe are trying out solutions that mix rules, tech and people’s involvement. Argentina, for example, has put in place tough age-checking systems and stops blacklisted websites on public Wi-Fi networks. This method, she explained, has made illegal sites harder to reach for at-risk groups such as kids.
In Indonesia, where betting is outlawed, officials have started watching money flows to cut off unlawful activity. Just last year, they froze 26,000 bank and e-wallet accounts tied to illegal betting operations, showing how focused money controls can limit unregulated gambling.
The US struggles with a unique problem because of its scattered rules. Unlawful betting websites are growing almost twice as fast as legal ones in the US. Over 80% of users see ads for unlicensed sites. People are now trying to tighten control on digital money and push big tech companies to better manage gambling content.
Ukraine has stepped up its crackdown. The country’s new watchdog PlayCity, which started after KRAIL was shut down, is teaming up with global tech firms like Meta to take down social media accounts that promote illegal casinos. The government has also blocked more than a hundred unlicensed sites thought to be sending money to Russia. Kyiv thinks Moscow uses the underground gambling world to fund its ongoing war.
A crucial element of Ukraine’s long-term plan involves creating a system to monitor bets and tax income in real time with transparency. The Ministry of Digital Transformation is working with tech experts to construct the platform, which should enhance supervision and boost public confidence in the regulated market.
The post UGC Calls for Global Teamwork to Stop Illegal Gambling appeared first on European Gaming Industry News.
-
BMM Innovation Group7 days ago
BMM Innovation Group to Spotlight Product Compliance, Cybersecurity, and Training Expertise at CGS Recife in Brazil This Week
-
AGLC6 days ago
Casino ATM Scam in Edmonton Reveals Money Laundering and Drug Links
-
Africa7 days ago
Ghana Gaming Commission Introduces Mandatory Biometric Verification
-
Africa7 days ago
Tanzania Gaming Board Warns Families About Risks Posed by Betting on PlayStation Games
-
Asia7 days ago
Indian Gaming Industry Expresses Concern About Proposed Online Gaming Bill
-
Asia7 days ago
CGMC Awards Competency Certificates to 40 Trainees
-
Latest News6 days ago
Mexico’s leading land-based slot machine provider turns up the heat with its latest slot game launching across its 5enturi0n cabinet
-
ADOBAD5 days ago
ADOBAD Warns Against Govt’s Gambling Regulation Project