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
Welcome to our weekly roundup of American gambling news again! Here, we are going through the weekly highlights of the American gambling industry which include the latest news and new partnerships. Read on and get updated.
Latest News
IGT announced that its much-anticipated Wheel of Fortune Big Money Spin electronic table game (ETG) recently made its world debut at Downtown Grand Casino in Las Vegas, Nev. The vibrant standalone ETG game includes many of the attributes that have propelled the success of the Wheel of Fortune slots franchise for nearly three decades including word puzzles, wheel spins and exciting jackpot rewards. The game is accompanied by an attention-grabbing, 9-plus-feet upright video wheel that stands independent of the ETG terminals and entertains casino guests with the famous “WHEEL-OF-FORTUNE!” chant.
MGM Resorts International has announced that Corey Sanders, Chief Operating Officer, will retire from the company after more than 30 years of dedicated service and leadership. Sanders has agreed to remain COO through Dec. 31, 2025, and to serve as an advisor to the President and CEO through Dec. 31, 2026. The Company intends to name a new COO to serve as Sanders’ successor later this month. Sanders is currently MGM Resorts’ Chief Operating Officer, overseeing the company’s Las Vegas and regional properties as well as multiple corporate departments, including Hospitality, Gaming, Human Resources and Strategic Initiatives. Prior to that, he served as the company’s Chief Financial Officer and Treasurer.
Members of Kletsel Dehe Wintun Nation, the Sherwood Valley Rancheria of Pomo Indians, the Mechoopda Indian Tribe of Chico Rancheria and Big Lagoon Rancheria gathered outside the State Capitol in Sacramento to protest Assembly Bill 831 (AB 831). If passed, the bill would limit economic opportunities available to less wealthy tribes in the state by banning legitimate online social games using sweepstakes promotions. It would also eliminate more than $1 billion of existing economic activity generated by the industry in California, and close off a potential new revenue source for the state via sensible, modern regulation and taxation.
Partnerships
Genius Sports Limited has expanded its long-term partnership with Hard Rock Bet Sportsbook (Hard Rock Bet) to power the top-rated platform with its market-leading official data, trading and marketing solutions, as well as its ground-breaking BetVision product. Genius Sports has worked in partnership with the leading operator since 2021, providing the highest quality official data and pinpoint trading solutions across top tier leagues globally, including the Premier League, Serie A, European Leagues, Liga MX, NFL and more. Hard Rock Bet will be able to provide its customers with Genius Sports’ first-of-its-kind BetVision low latency streaming solution.
Quick Custom Intelligence (QCI), a leading provider of data-driven casino intelligence and player engagement platforms, has announced that Dania Beach Casino is continuing to benefit from its deployment of the QCI Nimble platform. While the property currently focuses on the QCI Host and QCI Marketing modules, it has expressed enthusiasm about the capabilities of the new AGI56 release and its impact on future customer engagement strategies. AGI56 represents the most ambitious release in QCI’s history, with the platform undergoing a full refresh of its technology stack, improved integration of advanced analytics, and the introduction of generative AI-driven tooling through Chatalytics.com. QCI’s platform is currently deployed in more than 350 casinos worldwide.
The post Gaming Americas Weekly Roundup – September 8-15 appeared first on European Gaming Industry News.
California
California Gambling Control Commission Issues New Precedential Decision on Licensing Requirements
The California Gambling Control Commission has issued a new Precedential Decision that addresses licensure requirements for funding sources of Third-Party Providers of Proposition Player Services (TPPPS).
The decision, formally titled Precedential Decision 2025-01, was adopted on August 21, 2025, and is now available on the Commission’s Precedential Decisions page
along with all prior precedential rulings.
This latest decision provides further clarity on licensing obligations and regulatory expectations for individuals and entities involved in funding TPPPS operations—a key aspect of maintaining integrity and oversight in California’s regulated gambling industry.
Stakeholders and members of the public can stay informed by subscribing to receive notifications when new Precedential Decisions are under consideration or adopted. The Precedential Decisions Subscription Signup Form, along with other subscription options for Commission meeting agendas, newsletters, and rulemaking updates, is available on the Commission’s website.
For questions or additional information, contact the Commission at (916) 263-0700 or via email at [email protected]
.
The post California Gambling Control Commission Issues New Precedential Decision on Licensing Requirements appeared first on Gaming and Gambling Industry in the Americas.
Aquisitions/Mergers
The Chiliz Group acquires OG Esports, reuniting with original co-founders to launch new era
-
Chiliz Group acquires 51% of OG Esports, investing to grow the team, expand operations, and strengthen fan and player engagement.
-
Xavier Oswald, a former co-founder and shareholder of OG, becomes CEO, while OG co-founders Johan “n0tail” Sundstein and Sébastien “Ceb” Debs launch a new strategic project consolidating the team’s competitive foundation.
-
Socios.com becomes the exclusive platform for $OG Fan Tokens, $OG will act as the showcase for blockchain-based utility.
The Chiliz Group, the world’s leading blockchain provider for the sports and entertainment industry and operator of Socios.com, today announced it has acquired a 51% controlling stake in OG Esports, one of the most iconic and innovative names in global esports.
Founded in 2015 by legendary Dota 2 players Johan “n0tail” Sundstein and Sébastien “Ceb” Debs, OG is the first team in history to win back-to-back titles at The International. Since then, OG has expanded into Counter-Strike, Honor of Kings and Mobile Legends: Bang Bang, building one of the most successful and culturally significant organisations in esports.
OG has a track record of delivering a fan-driven culture through innovation and launched the $OG Fan Token in 2020. The $OG Fan Token recently became the first esports Fan Token to surpass a $100 million market capitalization, driven by surging global demand for digital fan assets. Having delivered exclusive voting rights, VIP experiences, merchandise, and direct access to the team for fans worldwide, $OG represents a thriving $100m+ digital fan economy.
As part of the acquisition, Xavier Oswald will take on the role of CEO of OG, guiding the organisation into its next chapter, while co-founders Johan “n0tail” Sundstein and Sébastien “Ceb” Debs will lead a new strategic project consolidating the team’s competitive foundation, driving innovation at the intersection of esports and Web3.
At the same time, Socios.com will become the exclusive wallet and engagement platform for $OG Fan Tokens, establishing $OG as the flagship example of the new fan economy. The token will now showcase how fan assets can evolve – serving as the blockchain layer for tickets, merchandise, in-stadium perks, and digital content, while also integrating real-world assets and club revenues through mechanisms like buybacks to deliver deeper influence and tangible value to supporters.
Through The Chiliz Group’s global network of more than 80 leading sports properties, OG will now be able to expand into new countries and markets, building a larger international footprint and new commercial opportunities. Backed by the financial strength of a global group, OG will become more resilient and sustainable, ensuring long-term stability while focusing on what matters most: players, fans, and innovation.
More details about the acquisition will be released in the coming weeks.
“OG has always been about community and innovation, and since 2020 it has demonstrated that Fan Tokens can create genuine economic value and meaningful engagement,” said Alex Dreyfus, CEO and Founder of Chiliz. “With a $100 million fan token economy already established, OG represents the perfect case study for what’s truly possible when we place Fan Tokens at the centre of the fan economy. This acquisition allows us to showcase the next evolution – Fan Tokens 2.0.”
“This marks the start of a bold new era for OG,” said Xavier Oswald, incoming CEO of OG. “With Chiliz as our majority partner, we can scale our teams, grow our global community, and unlock a new dimension of engagement through the $OG Fan Token. We’ve always believed that fans should be at the centre of everything we do, and now we have the tools and the backing to make that vision a reality.”
“With Chiliz, we share a common vision based on strong values: passion, transparency, and the power of communities.” said Johan “N0tail” Sundstein, co-founder and historic figure of OG Esports. “From winning back-to-back Internationals to competing against OpenAI Five in a world-first showcase of human-AI collaboration, OG has always been about pushing boundaries. This alliance will allow us to stay true to our identity while continuing to grow.”
“This agreement marks the beginning of a new competitive cycle,’ added Sébastien “Ceb” Debs, two-time world champion with OG. “We want to once again become a major force on the international stage and inspire a new generation of players and fans. With the support of Chiliz, we now have the means to build an ambitious and sustainable project.”
The post The Chiliz Group acquires OG Esports, reuniting with original co-founders to launch new era appeared first on European Gaming Industry News.
-
eSports4 days agoEsports Charts to deliver comprehensive viewership data to GeoGuessr
-
Aquisitions/Mergers6 days ago
NOVOMATIC successfully completes sale of ADMIRAL Austria to Tipico and focuses on international growth markets
-
Central Europe6 days ago
SYNOT Games Delivers Bespoke Games Exclusively for SazkaHry.sk in the Slovak Market
-
BCLC6 days agoSave the Date: BCLC’s New Horizons in Safer Gambling Conference Returns November 2026
-
Betty6 days ago
Thunderkick commits to growth in Ontario with Betty partnership
-
Africa6 days ago
Kiron announces the launch of its new virtual football title, Turbo League, with SportPesa in Kenya and Tanzania
-
Balkans5 days ago
BEGE Awards Nominations Now Open – Celebrating 16 Years of Industry Excellence!
-
Brazil5 days ago
ThrillTech secures regulatory approvals to launch jackpots in Latam
