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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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Loud Launches, Quiet Exits Why Partner Culture Outlasts Partner Acquisition

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London is a city built on institutions that never needed to announce themselves. The law firms on Chancery Lane, the private clubs in St. James’s they endure not through attention, but through trust accumulated over decades. Quietly. Consistently. Without a rebrand every two years. Which makes London an interesting backdrop for the affiliate industry’s annual conversation with itself. Because iGaming, by contrast, has mastered the art of attention.Conference floors are fluent in volume: oversized visuals, stacked merchandise, account managers with pitch decks and a practiced sense of urgency. Every programme is premium. Every stand is exclusive. What it rarely produces is what the spreadsheet actually needs: long-term ROI, partner retention, relationships worth more in year three than month one.

The Market Learned to Perform Premium. It Forgot to Practice It.

When an entire market adopts the same vocabulary premium, VIP, exclusive, top-tier the signal stops carrying information. The gifting mechanics follow the same logic: items chosen for the photograph rather than the relationship. With this approach the partner is the audience, not the counterpart.

The structural problem is this: markets that compete on noise attract partners who respond to noise, and lose them the moment a louder offer comes along. Attention is not loyalty. Activation is not retention.

High-performing affiliate partnerships share a different architecture: predictability over promises, honest communication over promotional language, consistency whether a relationship is new or years old. Strong partners don’t leave for marginal CPA improvements when the relationship itself has value they’d be giving up. That dynamic reduces churn, extends LTV, and compounds over time in ways no single activation can replicate.

Manor as Model: The Economics of Restraint

PlayamoPartners’ presence at iGB London stand H-60, 1–2 July  operates on this logic. The Manor concept takes the British manor as its central metaphor: not a venue, but a model of relationships. There is an etiquette, a code, standards that everyone inside understands. Membership implies alignment.

The aesthetic is restraint. The underlying logic is economic. Trust, in this industry, has a measurable ROI that most programmes never stop to calculate because they’re too busy announcing it.

The Code of Honor: Giving the Industry Its Memory Back

At the centre of the Manor experience is a physical book not a lookbook or catalogue, but a Code of Honor: partner feedback, written by partners themselves, accumulated across events and years. A physical record implies that what partners say is worth keeping in a form that persists that the relationship has a history worth preserving.

The iGaming industry has become extremely efficient at forgetting. Campaigns replace campaigns. Account managers cycle through. Programmes pivot quarterly. The Code of Honor is a deliberate counter to that tendency. It treats reputation not as a marketing asset but as something that grows through repeated honest interaction. An archive of trust, built over time.

Recognition Over Raffle

Partners who contribute to the Code of Honor become eligible for recognition items including a MacBook Neo 13, iPhone Air, and iPad Air. Come by on 02.07 at 14 o’clock and collect your prize.

The framing matters. These are not raffle prizes. Recognition is relational: you are who you are, and that is acknowledged. One is a CPA model applied to gifting. The other is how relationships between people who respect each other actually function.

The partners the Manor is designed for are not the ones who show up for a giveaway they’re the ones who show up to engage, to leave something of their own behind, to participate in the ongoing record of what this programme is.

Continuity of Standards

This approach isn’t new for PlayamoPartners. Past recognition has included Samsonite, Hugo Boss, TAG Heuer, Cartier, YSL. At iGB London, partners at H-60 will find Cartier wallets and MacBooks among the acknowledgements.

Premium gifting delivered consistently, to partners aligned with programme standards, across multiple years and conferences, reads differently from a one-time budget line. It signals a stable set of values with no particular need for an audience.

What Remains After the Conference Floor Clears

Rates, tools, tracking platforms are table stakes. Any serious programme can match them within a quarter. What cannot be quickly replicated is culture: honest communication, payments that arrive without chasing, account managers who know your business well enough to have an opinion about it.

Manor of PlayamoPartners arrives at iGB London not as an activation, but as a position. Behind it: a system, a reputation, a code of conduct that predates this event and will outlast it.

Stand H-60 | 1–2 July | iGB London

Contact the team:

The post Loud Launches, Quiet Exits Why Partner Culture Outlasts Partner Acquisition appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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PhilWeb Showcases Technology-Driven Growth Vision at SiGMA Asia 2026

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PhilWeb Corporation has reinforced its position as a technology-driven company at SiGMA Asia 2026, highlighting its continuing transformation through digital innovation, scalable platform solutions and strategic technology investments aligned with the rapidly evolving digital economy in Asia.

As one of the Philippines’ established technology and platform providers, PhilWeb participated in SiGMA Asia 2026 to showcase its long-term vision centered on digital infrastructure, operational scalability, customer engagement technologies and future-ready platform development. The company’s presence at the international event reflects its broader strategy of strengthening its role within the growing technology, digital entertainment and fintech ecosystem in the region.

With more than 25 years of operational experience, PhilWeb continues to evolve alongside changing market demands and technological advancements. Over the years, the company has steadily expanded its capabilities through investments in platform modernization, integrated digital systems, payment technologies and data-driven operational tools designed to support scalable and efficient business operations.

As industries across Asia continue to undergo digital transformation, PhilWeb sees increasing opportunities in technology-enabled ecosystems where connectivity, automation, customer experience and operational efficiency play increasingly important roles in long-term business growth.

At SiGMA Asia 2026, the company highlighted initiatives focused on strengthening its digital ecosystem through improved platform capabilities, enhanced payment integration infrastructure and technology solutions designed to support seamless experiences across both physical and digital customer environments.

PhilWeb also emphasised the growing importance of integrated platforms and scalable digital operations as consumer behaviour continues to shift toward more connected and technology-driven experiences. The company continues to adapt to these evolving trends by exploring innovations that improve accessibility, operational flexibility and customer engagement.

Participation at SiGMA Asia 2026 also provided PhilWeb with opportunities to engage with international technology firms, fintech companies, digital infrastructure providers, payment solutions companies and regional business partners as it continues to strengthen its long-term growth strategy.

Beyond technology expansion, PhilWeb continues to prioritise governance, compliance-driven systems, operational transparency and sustainable business.

The post PhilWeb Showcases Technology-Driven Growth Vision at SiGMA Asia 2026 appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Strong Customer Response Marks Successful Belgrade Future Gaming 2026 for NOVOMATIC

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NOVOMATIC concluded a highly successful participation at Belgrade Future Gaming 2026, further reinforcing its strong presence in the Southeast European market. Throughout the exhibition, the company welcomed a steady stream of visitors to its stand, providing an excellent platform for strengthening existing partnerships, establishing new business contacts and discussing future opportunities with customers from across the region.

The comprehensive product showcase featured a broad selection of NOVOMATIC’s latest gaming innovations. Among the highlights were Impera PROLINK 2 and the internationally successful XTENSION LINK series, including Volumes 2, 3, 4 and 5 as well as XTENSION LINK Ultimate, all of which attracted strong interest from visitors thanks to their proven performance and engaging feature mechanics. Visitors also explored VISION LINK, NOVOMATIC’s latest multi-feature linked progressive concept, alongside the versatile GAMINATOR X5, renowned for its flexible game mix and customization options.

A particular highlight for the regional market was the Impera Line HD Edition 10 – Balkan Special, which generated significant interest thanks to its carefully selected game mix tailored specifically to local player preferences.

Taking center stage was the award-winning DIAMOND X QUATTRO 1.55J, whose striking design and immersive player experience made it a standout attraction on the show floor. The portfolio was further complemented by a premium V.I.P. X setup, including the V.I.P. X Royal 1.85 and, for the first time at a Balkan trade show, the V.I.P. X Galaxy 2.65, both showcasing NOVOMATIC’s commitment to delivering high-end gaming experiences for modern casino environments.

As in previous years, NOVOMATIC’s successful cooperation with long-standing partner FAZI contributed to a strong exhibition presence, while the popular ADMIRAL Bet Pub catering concept once again provided a welcoming atmosphere that encouraged networking and business discussions in a relaxed setting.

“The positive response we received throughout the show was truly outstanding. Belgrade Future Gaming remains one of the most important industry events in Southeast Europe and provides an excellent opportunity to engage directly with our customers and partners. We were delighted by the strong interest in our product portfolio, particularly the Impera Line™ HD Edition 10 – Balkan Special and the first presentation of the V.I.P. X Galaxy 2.65 in the region. The many valuable conversations and promising business opportunities generated during the event once again demonstrated the strength of the Balkan market and the value of close collaboration with our customers. I would like to sincerely thank all visitors, customers, partners, and our dedicated team for contributing to another successful edition of Belgrade Future Gaming,” said Miloš Pejić, Regional Manager SEE at NOVOMATIC.

With a comprehensive portfolio of internationally proven products, regionally tailored solutions and premium gaming innovations, NOVOMATIC once again demonstrated its ability to meet the diverse requirements of the Balkan market. The successful outcome of Belgrade Future Gaming 2026 further highlighted the company’s strong momentum across Southeast Europe and created a solid basis for future growth and collaboration with customers and partners throughout the region.

The post Strong Customer Response Marks Successful Belgrade Future Gaming 2026 for NOVOMATIC appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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