Connect with us

Latest News

SOFTSWISS Managed Services: 2021 Overview

Published

on

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.

Powered by WPeMatico

Continue Reading
Advertisement

Jani Kontturi Head of Games at SkillOnNet

SkillOnNet and Playtech Strengthen Ties Through Multi-Market Games Expansion

Published

on

skillonnet-and-playtech-strengthen-ties-through-multi-market-games-expansion

Playtech’s casino and bingo offerings launch in various regulated markets.

SkillOnNet and Playtech have solidified their enduring collaboration with a multi-national launch of Playtech’s top-tier casino and bingo offerings.

The global entertainment brand SkillOnNet has successfully incorporated and unveiled the extensive game collection of the software giant in Portugal and Brazil, with Greece expected to go live soon. A launch in Peru is anticipated shortly as well.

Simultaneously, SkillOnNet has introduced Playtech Bingo through its well-known PlayOJO Bingo brand. Playtech’s advanced iBingo platform is renowned as one of the industry’s most robust and scalable options, providing shared network liquidity, improved player engagement features, and a comprehensive range of bingo variations and progressive jackpots.

The contract encompasses a range of customized, market-oriented marketing initiatives in each region, aimed at showcasing Playtech’s top-rated and most well-known games on SkillOnNet’s premier, TV-promoted brands, including PlayOJO, PlayUZU, and BacanaPlay.

The campaigns aim to boost player acquisition and engagement while enhancing the visibility of Playtech’s leading games in every regulated market. The agreement strengthens the already strong relationship between the two firms, highlighting their mutual emphasis on regulated expansion, high-quality player experiences, and sustainable market growth.

Jani Kontturi, Head of Games at SkillOnNet said: “Portugal, Brazil, Greece and Peru are all strategically important markets for SkillOnNet, and working with Playtech allows us to deliver premium content that resonates with local players while meeting each market’s regulatory requirements.”

Marat Koss, Chief Interactive Gaming Officer at Playtech, commented: “We’re excited to expand our longstanding collaboration with SkillOnNet into new markets and bring our next-gen iBingo platform to new players. The multi-market launch serves as both a strong testament to the quality of our technology and the trust placed in our long-term Bingo strategy. We look forward to continued shared success with a valued partner.”

The post SkillOnNet and Playtech Strengthen Ties Through Multi-Market Games Expansion appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Continue Reading

Adam Miles Director of Sales DEGEN Studios

Why the Slot Market Needs to Move Beyond the ‘Safe Middle’

Published

on

why-the-slot-market-needs-to-move-beyond-the-‘safe-middle’

Check out our latest Q&A w/ Adam Miles, Director of Sales, DEGEN Studios

You’ve joined DEGEN as Director of Sales at a key moment for the studio. What drew you to the role?

DEGEN has a very defined identity. It’s not trying to sit in the safe middle of the market, and it’s not trying to be everything to everyone. The games are high-volatility, identity-led and built with a specific player in mind. That makes the commercial proposition much stronger.

In a saturated industry, differentiation isn’t optional. Operators don’t need more generic content. They need studios that understand their audience and can deliver something with character and intent. DEGEN already had that direction, which made the opportunity compelling.

DEGEN positions itself as bold and disruptive. Does that make the sales conversation easier or more challenging?

It makes it clearer. When you have a defined identity, you’re not trying to convince every operator. You’re engaging with those who understand the value of differentiated content and who have player segments that respond to high-volatility, high-impact experiences.

Safe content will always have a place. But there is a significant audience looking for something more intense, more distinctive. Our job commercially is to ensure DEGEN’s portfolio is positioned where it will resonate most.

Transparency around who you are simplifies the conversation, shifting the focus from volume to value.

What are your immediate priorities in the role?

First, strengthening global distribution in a targeted way. It’s not about placing the portfolio everywhere. It’s about aligning with operators and aggregators who understand our positioning and can give the games the right context in their lobbies.

Second, deepening partnerships. We want operators to see DEGEN as a studio with a defined role in their content mix, particularly for high-volatility segments.

Internally, it’s also about feedback. Sales shouldn’t operate in isolation. Performance data, operator insight and market trends need to feed back into roadmap discussions. That loop between commercial and creative teams is essential if you want consistent growth.

DEGEN recently launched the DEGEN Powered initiative. How does that fit into your commercial strategy?

DEGEN Powered expands the conversation beyond individual releases. By partnering with studios like Spin Lab, who share a similar philosophy around player-first, identity-led design, we’re building a broader ecosystem.

It’s not a funding model or a traditional publishing structure; it is a strategic alignment. The studios maintain independence, but the DEGEN Powered banner signals shared values and a commitment to high-impact gameplay.

Commercially, that adds depth. It shows consistency in approach and reinforces the idea that this isn’t a one-off tone, it’s a growing segment of the market.

In such a competitive market, what gives DEGEN a genuine edge?

Most studios will aim for the broadest possible appeal, for DEGEN it’s about audience focus and being intentional. The portfolio is built around clearly defined player behaviours, particularly those who engage with higher volatility and stronger thematic identity.

When you understand who the game is for, your commercial message becomes sharper. Instead of promising universal appeal, you can demonstrate defined appeal backed by performance logic.

Operators are increasingly data-driven. They segment their player bases carefully. When a studio understands that segmentation and builds accordingly, the commercial discussion becomes more credible.

As your role develops, what does success look like for you?

Success is about expanding the brand sustainably. That means entering key markets with the right partners, strengthening our global footprint and ensuring the portfolio performs consistently across different territories.

It’s also about reputation. I want DEGEN to be recognised not just as a creative studio with attitude, but as a reliable commercial partner. A studio that delivers differentiated content and backs it with structured, strategic growth.

If operators associate DEGEN with bold, high-volatility experiences that perform for specific segments, and they trust us to support that with strong partnerships and execution, then we’re on the right path.

Ultimately for me, the role is about scaling the commercial side of the business while protecting what makes DEGEN different.

The post Why the Slot Market Needs to Move Beyond the ‘Safe Middle’ appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Continue Reading

Affiliate Succes

Affilka and Gamblers Connect announce media partnership

Published

on

affilka-and-gamblers-connect-announce-media-partnership

Gamblers Connect, the award-winning iGaming media and affiliate platform, has announced an official partnership with Affilka, one of the industry’s most trusted affiliate management platforms.

Affilka powers the software behind some of the best-run operator programs in iGaming, offering near real-time tracking and automated reporting that help affiliates and operators operate efficiently and transparently.

Throughout 2026, the two companies will collaborate on a range of initiatives, including data-driven content and localized market insights, with the shared goal of helping players make informed decisions while supporting operators in building sustainable and trustworthy affiliate relationships.

Gjorgje Ristikj, Founder of Gamblers Connect, said:

“Our partnership ensures that operators running on Affilka’s platform are recognised across our network for meeting higher operational standards. Prompt payouts, fair tracking, and robust anti-fraud measures aren’t optional extras — they are the baseline we expect from any brand we recommend to our community.”

The post Affilka and Gamblers Connect announce media partnership appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Continue Reading

Trending

Get it on Google Play

Fresh slot games releases by the top brands of the industry. We provide you with the latest news straight from the entertainment industries.

The platform also hosts industry-relevant webinars, and provides detailed reports, making it a one-stop resource for anyone seeking information about operators, suppliers, regulators, and professional services in the European gaming market. The portal's primary goal is to keep its extensive reader base updated on the latest happenings, trends, and developments within the gaming and gambling sector, with an emphasis on the European market while also covering pertinent global news. It's an indispensable resource for gaming professionals, operators, and enthusiasts alike.

Contact us: [email protected]

Editorial / PR Submissions: [email protected]

Copyright © 2015 - 2024 - Recent Slot Releases is part of HIPTHER Agency. Registered in Romania under Proshirt SRL, Company number: 2134306, EU VAT ID: RO21343605. Office address: Blvd. 1 Decembrie 1918 nr.5, Targu Mures, Romania