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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:

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  • 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.

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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.

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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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SOFTSWISS and Evolution Launch Evo Prime Drop Campaign

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The SOFTSWISS Jackpot Aggregator, a multipurpose gamification system for managing promotional campaigns, launched the Evo Prime Drop campaign in partnership with Evolution Gaming Group AB in March. The Evo Prime Drop aims to enhance player engagement and highlight captivating games integrated with Evolution. 

Evolution is a leading B2B solution provider for casino operators offering live casino, live game shows, slots and more. The Evo Prime Drop leverages Evolution’s extensive portfolio, available through the SOFTSWISS Game Aggregator, to feature premium games from such developers as NetEnt, Red Tiger, and Big Time Gaming (BTG). 

An exceptional aspect of the Evo Prime Drop is its accessibility to casino operators within the SOFTSWISS Game Aggregator network at no extra charge. This arrangement between Evolution and SOFTSWISS supports their partners in enhancing player engagement and retention. 

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The campaign’s jackpot prize pool is another highlight, featuring a generous 50,000 euro. The campaign is designed to be inclusive, allowing players to participate with a minimum bet of just 1 euro. The campaign started on 11 March and will conclude on 31 March. 

The prize distribution is thoughtfully structured to maximise the number of winners, with 20 top prizes of 1,000 euro each, 100 prizes of 100 euro, and 400 prizes of 50 euro. This tiered system adds to the appeal of the Evo Prime Drop, making it a highly anticipated event in the online gaming calendar. 

This inaugural campaign, launched in collaboration with a game provider, paves the way for further initiatives for SOFTSWISS Game Aggregator clients. The Jackpot Aggregator’s unique mechanics and the Game Aggregator’s user-friendly settings make the launch seamless and fast.

Aliaksei Douhin, Head of SOFTSWISS Jackpot Aggregator, comments: “We see immense potential in such campaigns because they present a win-win solution for all parties involved. 

Beyond addressing the casino’s primary objective of retaining and attracting players, these mechanics offer providers additional opportunities to promote their games. Furthermore, players gain new experiences, exactly what draws them to us. 

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Thanks to the quick and easy launch, we view these campaigns as a positive development for the industry. 

Special thanks to Evolution for their pivotal partnership in Evo Prime Drop. Evolution’s support is instrumental in bringing these gaming opportunities to life, showcasing the strength of collaborative efforts in advancing the gaming industry.”

Nicholas Peters, Chief Business Development Officer Europe at Evolution, adds: “We are excited to partner with SOFTSWISS in the Evo Prime Drop campaign. Collaborating with the expert team behind the Jackpot Aggregator, and given the excellence of SOFTSWISS’ software solutions and the premium games from providers integrated by Evolution, we are confident in the campaign’s success.

We are constantly looking for new technologies and mechanics to maintain a leading position in the market and provide innovative solutions to our customers. We are pleased that our collaboration with the SOFTSWISS Jackpot Aggregator has proven to be mutually beneficial. “

 

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About SOFTSWISS 

SOFTSWISS is an international tech company supplying software solutions for managing iGaming projects. The expert team, which counts over 2,000 employees, is based in Malta, Poland, and Georgia. SOFTSWISS holds a number of gaming licences and provides one-stop-shop iGaming software solutions. The company has a vast product portfolio, including the Online Casino Platform, the Game Aggregator with thousands of casino games, the Affilka affiliate platform, the Sportsbook Platform and the Jackpot Aggregator. In 2013, SOFTSWISS was the first in the world to introduce a Bitcoin-optimised online casino solution.

 

About Evolution

Evolution Group is a leading B2B provider of online casino content. Evolution’s brands are synonymous with outstanding solutions and the widest choice in the online gaming world. As well as being a world-leader of live dealer gaming with its Evolution and Ezugi brands, the NetEnt, RedTiger, Big Time Gaming and Nolimit City studios produce some of the industry’s most innovative and commercially successful slots. The Digiwheel brand is the developer of the world’s first patented HD spinning gaming wheel, offering opportunities to bring the very best of wheel based online games to land-based casinos. Livespins is an innovative B2B social streaming game provider that enables.

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Slotsjudge Awarded Best Affiliate in CEE at Prague Gaming & Tech Summit 2024

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It has been announced that iGaming entertainment and comparison site Slotsjudge has been awarded Best Affiliate in Central and Eastern Europe (CEE) at the Prague Gaming & Tech Summit. This prestigious accolade marks a significant milestone in the Slotsjudge roadmap and is a recognition of the company’s services to the iGaming industry.

The Prague Gaming & Tech Summit brings together organisations and projects from a multitude of sectors including iGaming, eSports, Blockchain, AI, Fintech and VR. It is a highly regarded event that recognises and celebrates the works that make up and shape, the future of gaming and technology.

The Achievement and Its Significance

Winning the award for Best Affiliate in CEE is a huge achievement for Slotsjudge as it recognises the services and experiences created by the company within the iGaming industry. It is a reflection of the growth of the brand, innovation, relationships and adaptation in the wider market.

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By winning the category for Best Affiliate in Central and Eastern Europe (CEE), Slotsjudge had to rise above some tough competition. The highly competitive shortlist featured big players in the industry, including AskGamblers, Casino Guru, and Gamblers Connect among others.

Slotsjudge is a project that stands out from others on the market due to its player-centric ethos, trustworthy guidance and unique, community-led SJ Shop. It is a specialist adviser and comparison guide in the region that aims to connect experts with operators and consumers in the industry.

Importance of the Award

The award for Best Affiliate is a testament to Slotsjudge excellence and credibility in the industry. It elevates their status and positions them as a leading player in Central and Eastern Europe and beyond.

The GamingTECH Awards is a remarkable celebration that honours industry excellence, embracing the latest advancements and trends. Not only do they recognise outstanding accomplishments in the CEE region, but also celebrate exceptional achievements across a wide range of sectors, showcasing the diverse talent and innovation within the industry.

Future Outlook

The award demonstrates Slotsjudge’s exceptional framework for performance and credibility to continue on its path to success, centred around core pillars, including gamification, community engagement and consumer personalisation. It holds immense significance as it not only boosts confidence but also opens doors for further future growth. As well as providing increased opportunities and industry-wide recognition within the iGaming affiliate market.

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Editor in Chief of Slotsjudge and Product Owner of parent company SEOBROTHERS Aleksandra Andrishaka commented on the award: “I am incredibly grateful to accept the award for Best Affiliate in CEE at the Prague Gaming & Tech Summit. It is a true honour and a validation of our hard work, dedication, and commitment to excellence in this competitive market. Thank you to everyone who voted for us, and thank you to our wonderful Slotsjudge team.”

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Stakelogic Live Casino Launches in Switzerland with 7melons.ch Deal

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Industry-leading content provider makes Swiss live casino debut with 7melons.ch

Swiss live casino enthusiasts will get their first taste of Stakelogic Live’s casino content thanks to an exciting new partnership with 7melons.ch.

Players at 7melons.ch will have full access to Stakelogic Live’s innovative live casino portfolio, which includes groundbreaking titles like Blackjack and Super Stake Blackjack and different Roulette types.

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Stakelogic’s live casino output sets a gold standard within the industry. Games are broadcast live from purpose-built studios in Malta and the Netherlands using cutting-edge, high-definition streaming technology, ensuring a unique and immersive experience for players.

The developer already has a strong presence in Switzerland, with its slot selection enjoyed by players at several top casinos. This new strategic partnership with 7melons.ch, a hugely respected casino in the country, will allow it to introduce its live casino offering and cement its position as a must-have developer.

Neil Tanti, Senior Sales Manager at Stakelogic, said: Swiss players have always loved our slot content, and we decided now was the perfect time to introduce our live casino games to the country. 7melons.ch is renowned for its player-centric approach and brilliant platform, which makes it the ideal partner to work alongside for our live casino debut.

Players in Switzerland demand the best from their online casino experience, and our industry-leading software and creative approach to live casinos will fulfill this need.

Gerald Fineder, Head of Online Gaming at 7melons.ch, said: We have long been admirers of Stakelogic’s live casino output, and we can not wait to introduce it to our players. Live casino is a huge vertical for us, and we strive to offer our players the best of the best. Working alongside partners like Stakelogic Live, ensures we achieve this.

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