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SOFTSWISS Managed Services: 2021 Overview

Published

4 years ago

January 31, 2022

Reading Time: 4 minutes

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.

EGBA

EGBA Rolls Out Interactive Site for European Safer Gambling Week

Published

5 minutes ago

November 6, 2025

George Miller

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Reading Time: < 1 minute

The European Gaming and Betting Association (EGBA) is pleased to announce the launch of the official European Safer Gambling Week 2025 (ESGW25) website, available at www.safergambling.eu, marking an important milestone in preparations for this year’s initiative, which will take place from 17-23 November 2025.

The new website serves as a central hub, offering information about the initiative and sharing important resources for both players and industry stakeholders. It features several dedicated sections designed to support player protection and encourage participation in the initiative:

Support Resources – A comprehensive help page listing helplines and support services across European countries, including contact information for national helplines and self-exclusion systems. Players can find confidential support in their local language.
Events Programme – The growing agenda of conferences, workshops, and webinars taking place throughout the week, covering key topics in player protection. Stakeholders can register for events and view the full programme.
Safer Gambling Tips – Guidance for players, including warning signs to watch for, practical tips to stay in control, and the core safer gambling messages that form the foundation of this year’s initiative.

Join This Year’s Initiative

Now in its fifth year, ESGW25 brings together stakeholders across Europe’s gambling sector in a common mission to promote safe and sustainable play. Last year’s edition brought together 195 organisations from 26 countries, reaching 3.1 million people with important safety messages through a coordinated social media campaign, educational events, and stakeholder collaboration.

Get Involved

Operators, regulators, support organisations, trade associations, technology providers, and other sector stakeholders are invited to participate in ESGW25. Campaign graphics are available in 27 languages and can be requested through the website. For the full events agenda and information on how to get involved, visit www.safergambling.eu.

The post EGBA Rolls Out Interactive Site for European Safer Gambling Week appeared first on European Gaming Industry News.

Central Europe

CT Interactive strengthens presence in Slovakia with launch of new games on Tipos.sk

Published

5 minutes ago

November 6, 2025

George Miller

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Reading Time: < 1 minute

CT Interactive has expanded its footprint in the regulated Slovak market with the launch of a new portfolio of high-quality games on Tipos.sk. The portfolio features a selection of popular slots, including 20 Mega Star, 50 Treasures, 100 x Fresh, Dancing Dragons, Lucky 3 Penguins, and more, with five titles offering the innovative Buy Bonus feature to enhance gameplay strategy and player choice.

The launch will be accompanied by an exclusive tournament with attractive prize pools, providing players with an engaging experience while boosting traffic and visibility on Tipos.sk.

“Our newly certified portfolio delivers a fresh and dynamic gaming experience tailored for the Slovak audience,” said Ivan Zoumpalov, Regional Manager for the Czech Republic and Slovak Republic.

Martin Ivanov, Chief Operating Officer at CT Interactive, added: “The expansion of our content offering on Tipos.sk represents a major step in our broader international growth strategy. We are pleased to deliver a compelling and diverse array of content to our esteemed partner, while reaffirming our long-term commitment to the Slovak market.”

This expansion underscores CT Interactive’s dedication to innovation, regulatory compliance, and delivering premium gaming content to players across global markets.

The post CT Interactive strengthens presence in Slovakia with launch of new games on Tipos.sk appeared first on European Gaming Industry News.

EU gambling policy

Romania Proposes Raising Gambling Age to 21 and Restricting Online Advertising

Published

16 hours ago

November 5, 2025

Zoltan Tundik

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Reading Time: 2 minutes

Romanian lawmakers have introduced new legislative proposals aimed at tightening gambling access and advertising rules, particularly to protect young people. The bills, submitted by MPs Raluca Turcan (PNL) and Diana Stoica (USR), would raise the minimum legal gambling age from 18 to 21 and restrict online gambling advertising between 06:00 and 24:00.

Under the proposals, individuals under the age of 21 would be prohibited from participating in gambling activities, while gambling ads would be banned across online platforms during daytime hours. The legislation also seeks to outlaw the use of influencers, athletes and public figures in gambling promotions.

Protecting young audiences

“We have an obligation to protect our children from the threat of gambling,” said USR deputy Diana Stoica, citing studies showing early exposure to slot machines and online betting among Romanian minors. According to Stoica, brain development, particularly in areas linked to impulse control and decision-making, continues until around the age of 21, making younger individuals more vulnerable to gambling addiction.

“One in four adolescents has played on these so-called ‘machines of death’ before turning 18,” she added, arguing that the legislation is a necessary step to reduce risks.

Aligning with European trends

PNL deputy Raluca Turcan called the proposed age increase a “simple change with deep effects,” noting that countries including Portugal, Greece and Moldova have adopted similar measures. She highlighted that individuals aged 18 to 21 often face increased financial pressure and impulsivity as they enter adulthood, making them a key target group for gambling marketing.

“By raising the age threshold, we protect young people during a vulnerable stage,” Turcan stated, referencing international examples where similar policies reportedly reduced early-age indebtedness and problem gambling cases.

Tighter ad rules and warning messages

The draft legislation further proposes:

A complete ban on online gambling advertising between 06:00 and 24:00
A ban on influencer and public-figure participation in gambling promotions
Mandatory visible harm-prevention warnings across digital and physical gambling environments, modeled after tobacco and alcohol regulation

The measures would amend Romania’s existing legal framework under Emergency Ordinance 77/2009.

What comes next

The bills will now proceed through the legislative process, including debate and committee review. If adopted, the changes would introduce some of the most restrictive gambling-advertising and access rules in the region.

The initiatives reflect an ongoing trend across Europe, where regulators are increasing focus on consumer protection, youth safeguards, and advertising limitations in the gambling sector.

The post Romania Proposes Raising Gambling Age to 21 and Restricting Online Advertising appeared first on European Gaming Industry News.