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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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18Peaches
18Peaches’ Squid Gold X2 plunges players into a mystical treasure hunt
Reading Time: 2 minutes
Squid Gold X2 by 18Peaches invites players to dive deep into a world of mystery, magic and forgotten riches. Set within a sacred castle filled with ancient relics and hidden chambers, every spin feels like a step deeper into the unknown. The legendary golden squid is said to guard untold fortunes, and only the bravest adventurers will uncover its secrets.
The journey plays out across a 5×5 grid with 50 paylines, where expanding reels can unlock up to 100 paylines for even greater rewards.
With enchanting artifacts, secret rooms, and the electrifying Squid 500 feature, no spin ever feels ordinary. Add in Free Spins, Wild expansions and instant bonus access via Buy Bonus, and Squid Gold X2 becomes a pulse-raising treasure hunt built for thrill-seekers.
“With Squid Gold X2, our goal was to create a journey where every spin feels like a step closer to unlocking a forgotten legend,” says 18Peaches Chief Strategy Officer Arsen Tadevosyan. “We designed mechanics like Squid 500 and the X2 expanding reels to build momentum, each trigger feels like a gate opening, both visually and emotionally. It’s that feeling of chasing something mythical, where every feature builds anticipation and drives you deeper into the experience.”
“When reels expand, paylines double, and the chamber glows with energy, players feel the story unfolding through mechanics. That flow, the rise in tension, the surge of possibility, is what makes Squid Gold X2 such a captivating adventure.”
As with all 18Peaches’ releases, Squid Gold X2
is bursting with features that keep every moment alive. The highlight is the legendary Squid 500 mechanic.
Whenever a Wild lands and expands, it triggers the sacred Golden Gate, unlocking hidden energy within the castle walls. As the gate opens, the power of the golden squid surges through the reels, doubling your paylines and dramatically boosting winning potential.
There’s also our X2 Mechanic. During bonus rounds, when the Golden Gate rises it reveals additional rows, expanding the grid and transforming 50 paylines into a breathtaking 100-line battlefield of rewards.
Squid Gold X2 is the latest addition to 18Peaches’ fast-growing catalogue of hit titles that continue to resonate with modern players. Recent successes such as Leprechaun Jackpot Collector, Monster Load-Up Hold & Win, and the high-adrenaline Hacker Crash
Jackpot have firmly established the studio as a creator of distinctive, high-engagement experiences.
As with all 18Peaches titles, Squid Gold X2 is built for effortless market deployment. The platform supports Sweepstakes and Free Rounds via API, enabling operators to easily tailor promotional strategies across diverse regulatory environments.
The post 18Peaches’ Squid Gold X2 plunges players into a mystical treasure hunt appeared first on European Gaming Industry News.
Booming Games
Booming Games Takes Players Sky-High with Thunder Eagle Hold and Win Extreme 10,000
Reading Time: < 1 minute
Take to the skies and soar like an eagle, then swoop in and grab big wins by spinning the reels of Thunder Eagle Hold and Win Extreme from Booming Games. This action-packed, feature-filled slot is a wild adventure with a chance to win up to 10,000x.
Thunder Eagle Hold and Win Extreme is a 5×3, 25-fixed payline slot. The winning fun takes off when multiplier prize symbols land in the base game for a chance to trigger the Eagle Bonus feature that awards a spin on the Bonus Wheel, which can award Multiplier prize collect, Mini, Minor or Major Prize Pots or even an instant Hold and Win Extreme Bonus.
Hold and Win Extreme features four 3×5 grids and 3 Respins. Land multiplier prize symbols to unlock the other grids. Completing a grid will award a x2 Win Multiplier to all symbols or landing all 60 positions to complete all found grids award the majestic Grand Prize Pot worth 10,000x!
Play Thunder Eagle Hold and Win Extreme and fly to new heights!
Craig Asling, Director at Booming Games, said: “With Thunder Eagle Hold and Win Extreme, we wanted to take our popular Hold and Win format to new heights, both literally and figuratively. This game delivers an exhilarating experience with powerful visuals, immersive gameplay and incredible win potential up to 10,000x. It’s a perfect example of how Booming Games continues to innovate while keeping players fully engaged.”
The post Booming Games Takes Players Sky-High with Thunder Eagle Hold and Win Extreme 10,000 appeared first on European Gaming Industry News.
Evoplay
Evoplay answers the call of the wild in festive Young Deer Song
Reading Time: < 1 minute
Evoplay, the award-winning game development studio, has launched Young Deer Song, a festive high-volatility slot that takes players deep into a mystical forest where nature’s creatures lead the way to great rewards.
As the moon rises over the treetops, the reels come alive in this Christmas themed title with the fox, owl, raccoon, and wolf, each carrying their own charm and fortune.
The deer, acting as the Wild symbol, prowls across the reels to complete winning combinations, while three or more Scatters trigger free spins beneath the light of the full moon.
The round begins with five spins, where each Extra Spin symbol adds another turn and special icons deliver instant prizes. When six or more bonus symbols appear, players enter a new feature filled with sticky symbols, respins, and jackpot potential.
Once the chase begins, players start with three spins, and each new symbol that lands resets the counter while staying locked in place. Collecting 15 symbols awards the Epic Jackpot, worth 3,000x the bet.
Smaller prizes, Mini (50x), Mega (150x), and Super (500x), can also be won during both this feature and Free Spins, while the Epic reward remains exclusive to the final round.
Packed with engaging mechanics and Evoplay’s signature flair, Young Deer Song showcases the studio’s ability to blend stunning design and dynamic gameplay that keeps players coming back for more.
Ivan Kravchuk, CEO at Evoplay, said: “Young Deer Song offers a festive feel, capturing the raw beauty and mystery of the forest, blending familiar mechanics with a vibrant theme that feels fresh and alive.
“It is another great example of how we bring emotion and creativity together in one seamless experience.”
The post Evoplay answers the call of the wild in festive Young Deer Song appeared first on European Gaming Industry News.
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