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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.
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Spinmatic launches Pinky Plinko Deluxe

Following the success of its original release, Spinmatic’s Pinky Plinko returns with a beautifully reimagined Deluxe edition. The innovative B2B provider elevates the beloved game with refined mechanics, enhanced visuals and immersive sound design for a high-performing addition to any operator’s content portfolio.
Set during a mythical Japanese matsuri – a spirited festival where the human and spirit worlds briefly collide – the game invites players to join Pinky, a cheerful half-human, half-cat spirit, on a joyful journey through lantern-lit streets and supernatural surprises.
The core mechanic of the game remains the classic Plinko format, but the Deluxe version introduces a completely reworked Hold & Drop system. Players can now choose to release 1, 5, 10, 25, 50 or 100 balls at once, with each drop visualised through a fluid, lottery-style counter that enhances anticipation and immersion.
This new edition also offers a more visual and accessible approach to risk levels. The game now makes it easier for players to read the volatility of each session at a glance.
One of the most exciting additions is the introduction of Prize Multipliers – magical glowing bands that appear on the board and double the value of any ball that lands within them. These appear in one zone in the 8-line mode and two zones in the 16-line setup. Each winning drop is accompanied by bespoke visual and audio effects that scale with the prize’s value, creating a celebratory atmosphere that mirrors the game’s festive theme.
To support long-term engagement, a live results tracker has been integrated into the interface, sitting discreetly in the top-left corner. This feature allows players to monitor their recent outcomes and keep track of lucky streaks without disrupting the rhythm of play.
Beyond mechanics, Pinky Plinko Deluxe delivers a complete sensory upgrade. The background art and game board have been redesigned with intricate detail, enhancing the depth and richness of the game’s world. Every element has been refined to evoke the spirit of the festival and elevate the player experience.
The sound design also adapts dynamically, with subtle sparkles for small wins and full-scale fireworks when larger prizes are secured.
The result is an atmospheric and polished experience designed to delight players and perform strongly across a wide range of markets.
The post Spinmatic launches Pinky Plinko Deluxe appeared first on European Gaming Industry News.
Latest News
Boomerang Partners and AC Milan summarize the results of the first year of strategic partnership

Boomerang Partners, an affiliate marketing agency, is proud to announce that Boomerang and the legendary AC Milan celebrated the first anniversary of their strategic partnership. This collaboration has redefined how brands and clubs engage with fans, partners, and global sports audiences.
Over the past 12 months, this alliance has made significant strides both on and off the field. From global exposure to affiliate program growth, this partnership has become the benchmark for what a meaningful brand-club partnership in iGaming can look like.
During the year of Boomerang’s partnership with AC Milan, Boomerang Partners became one of the best sports affiliate marketing programs in the industry:
- +194% growth in sports traffic across Boomerang’s affiliate ecosystem
- +81% increase in audience interest in sports
- +23% boost in Boomerang brand loyalty
- 30+ exclusive partner campaigns were powered
- 1,000+ media mentions with a total global reach of 320M+
- 1M+ impressions on Boomerang’s platforms from AC Milan-related content
The Boomerang’s partnership with AC Milan has also influenced the brand recognition and prestige of Boomerang Partners. Some of the most prominent achievements and news were:
- Hosting the ceremony of the second annual Golden Boomerang Awards 2025 global affiliate tournament at Milan’s iconic San Siro stadium;
- Participation in Boomerang Partners events by AC Milan Legends such as Andrea Pirlo, Serginho, and Massimo Ambrosini;
- More than 200 Boomerang’s partners visited San Siro during the season (the most attended match was the derby between AC Milan and Inter FC on February 2, 2025);
- Over 500 merchandising items were donated to guests and brand partners.
Anton Eshtokin, Chief Marketing Officer at Boomerang Partners, said: “For Boomerang, the collaboration with AC Milan is a top-level achievement. During the year of our partnership, we won three prestigious industry awards: ‘Rising Star in Sports Betting’ (Operator) at the SBC Awards 2024, ‘Best Player Engagement’ at the SiGMA Europe Awards 2024, and ‘Unique Gaming Company of the Year’ at the International Gaming Awards 2025. The Club has shown itself to be an ideal partner, ready to meet our needs in joint projects. We are grateful to AC Milan and its representatives for their professionalism. I’m sure that there are many more bright activities ahead of us that will surprise the sports world and the affiliate marketing industry.”
Boomerang’s partners have also greatly benefited from the brand’s strategic partnership with AC Milan. These include unique promotional and engagement opportunities, cool campaigns and creatives, and, of course, the chance to visit the legendary San Siro stadium in Milan.
For AC Milan, the collaboration with Boomerang is an opportunity to enhance fan engagement across Europe, offering unique experiences that celebrate their shared passion for sports. Fans from all over the world were given access to special giveaways, allowing them to attend the football Club’s matches and meet its legends.
Boomerang and AC Milan have entered their second year of strategic partnership. The parties are confident that their alliance will enable them to achieve numerous successes and solidify their status as one of the most effective partnerships in the industry. Stay tuned.
About Boomerang
Boomerang Partners is a rapidly growing global brand offering a wide range of services. Boomerang is the Official Regional Partner of AC Milan. In 2024, it launched the inaugural Golden Boomerang Awards — a global tournament for affiliate teams. More than 400 affiliate teams participated in the second season of the tournament in 2025. Boomerang launched six new products in 2024, which contributed to an almost 1.5-fold increase in product users.
Boomerang’s portfolio contains 17+ brands offering affiliate and entertainment services across 40+ markets in compliance with local regulations. These products provide personalized bonuses and 24/7 multilingual support.
The post Boomerang Partners and AC Milan summarize the results of the first year of strategic partnership appeared first on European Gaming Industry News.
Bread Financial
Caesars Entertainment and Bread Financial Introduce New Caesars Rewards® Prestige Visa, a Premium-Level Credit Card Allowing Caesars Rewards Members to Earn Tier Status Faster and Unlock Luxury Rewards with Every Purchase

Caesars Entertainment (NASDAQ: CZR), the largest casino entertainment company in the U.S., is playing a bold new hand by launching a second, elevated, Caesars Rewards® Visa Signature credit card with Bread Financial (NYSE: BFH), a tech-forward financial services company that provides simple, personalized payment, lending and saving solutions. For a $149 annual fee*, the Caesars Rewards Prestige Visa Signature credit card includes up to $450 in annual value and gives members all the benefits of high-end experiences as well as waived fees for foreign transactions*.
Cardmembers will receive Prestige Perks worth up to $450 and redeemable annually across Caesars’ 50+ U.S. destinations, including:
- A complimentary hotel night upon anniversary (up to $300)*
- $50 Slot Play*
- $100 Caesars dining credit*
- Accelerated earn rates for Caesars Rewards destinations at seven Reward Credits® per $1 spent*
“Caesars Entertainment has always been about giving our members unmatched access to the best experiences in the industry,” said Josh Jones, chief marketing officer at Caesars Entertainment. “Through our world-class Caesars Rewards program and our relationship with Bread Financial, we’re expanding the ways our members can earn and enjoy perks—from one-of-a-kind experiences, exceptional dining options, accelerated status opportunities and more – this new card option brings even more excitement, value and VIP treatment to every guest staying and playing with Caesars Entertainment.”
“The Caesars Rewards Prestige Visa credit card gives cardmembers more ways to earn rewards immediately on everyday purchases and unlock exclusive perks on travel, entertainment, dining and gaming —making every tap a step closer to their next unforgettable Caesars experience,” said Val Greer, EVP and chief commercial officer at Bread Financial. “This new credit card offers Caesars’ most dedicated members additional opportunities to make each purchase even more rewarding.”
Additionally, the credit card provides more ways to earn Tier Credits through welcome offers and annual bonuses, enabling members to achieve their Caesars Rewards loyalty program tiers faster. New cardholders can earn up to 25,000 additional Tier Credits in their first year*.
Welcome Offer
- Platinum Status upgrade*
- 2,500 Tier Credits after first purchase outside of Caesars Rewards destinations*
- 20,000 Reward Credits and 2,500 Tier Credits after $1,000 spend outside of Caesars Rewards destinations*
Annual Bonuses
- 2,500 Tier Credits with $5,000 annual spend + another 2,500 Tier Credits with $10,000 annual spend*
- 15,000 Tier Credits with $50,000 annual spend*
The new credit card adds to the existing Caesars Rewards Visa suite, including the Caesars Rewards Visa Signature Credit Card. Whether members are gaming, dining, or on the go, Caesars and Bread Financial have cardmembers covered with two distinct credit card programs to choose from and limitless ways to earn. The Caesars Rewards Visa card has also been elevated with a sophisticated new black design, bringing a sleek, modern edge to a card that delivers everyday perks with timeless luxury.
The post Caesars Entertainment and Bread Financial Introduce New Caesars Rewards® Prestige Visa, a Premium-Level Credit Card Allowing Caesars Rewards Members to Earn Tier Status Faster and Unlock Luxury Rewards with Every Purchase appeared first on Gaming and Gambling Industry in the Americas.
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