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.
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Industry News
SOFTSWISS Takes Home Four Awards In One Night

SOFTSWISS, a global provider of iGaming software solutions, has won two prestigious trophies at the EGR Marketing & Innovation Awards 2025. These recognitions come alongside two more accolades at Malta’s iGaming Excellence Awards 2025.
EGR Marketing & Innovation Awards
Hosted annually, the EGR Marketing & Innovation Awards honour the most innovative and effective campaigns and teams in online gaming. Recognising success across marketing, creative execution, customer engagement, and commercial results, the awards are regarded as one of the industry’s top accolades.
This year marks the third consecutive win for SOFTSWISS, following previous victories for its standout campaigns, Bringing the Heat in 2023 and Grab Success in 2024. The judges praised the SOFTSWISS marketing team with the Marketing Team of the Year Award for showing a clear passion for their brand and a creative use of new technologies and data analytics.
In addition to leading the team’s collective success, Valentina Bagniya, CMO at SOFTSWISS, was personally recognised as the best B2B Marketer of the Year for her role in transforming SOFTSWISS’ marketing function into a brand powerhouse.
“Thank you to the EGR jury team for this wonderful recognition. Winning Marketing Team of the Year is an extraordinary achievement that highlights our strength and dedication as a team. Additionally, receiving B2B Marketer of the Year is a deeply meaningful acknowledgement of our collective efforts,” says Valentina Bagniya. “These awards are not about individual achievements; they reflect the creativity, commitment, and passion of our entire marketing team.”
Malta’s iGaming Excellence Awards
SOFTSWISS also received major recognition at Malta’s Gaming Excellence Awards 2025. Ivan Montik, Founder of SOFTSWISS, was honoured with the Lifetime Achievement Award for exceptional contributions to the iGaming industry over the course of his career. Meanwhile, Rubens Barrichello, ex-Formula 1 pilot and Non-Executive Director in Latin America at SOFTSWISS, was named Best iGaming Influencer of the Year, celebrating his significant impact through content creation, marketing, and online presence.
Valentina Bagniya comments: “It’s significant that our colleagues Ivan Montik and Rubens Barrichello received recognition at Malta’s Gaming Excellence Awards 2025, demonstrating how our leadership vision is increasingly recognised and valued by industry professionals. Moving forward, we remain dedicated to expanding our expertise and actively contributing to the advancement of our industry.”
On 3-4 July, the SOFTSWISS team will be attending iGB Live in London, ready to share their insights and expertise with interested attendees.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 30,000 casino games, the Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team counts over 2,000 employees.
The post SOFTSWISS Takes Home Four Awards In One Night appeared first on European Gaming Industry News.
Latest News
New Global Sport Conference 2025 Announces Official Theme and First Leadership Speaker Lineup

“The Next Game – Building the Future of Gaming, Esports, and Sports” sets the stage for a gathering of global decision-makers in Riyadh, Saudi Arabia from August 23-24
Executives from Sony, Activision, SEGA, Bandai Namco, Disney, and LA28 to participate in flagship event at the intersection of sport, esports, gaming, and entertainment.
The Esports World Cup Foundation (EWCF) has officially announced the theme and the first speaker lineup for the New Global Sport Conference (NGSC2025), the leading B2B platform for decision-makers across sports, esports, gaming, and entertainment. Held on 23–24 August 2025 at the Four Seasons Hotel in Riyadh, NGSC2025 will take place during the Closing Weekend of the Esports World Cup 2025, the world’s largest esports event.
This year’s official theme is “The Next Game – Building the Future of Gaming, Esports, and Sports,” reflecting the rapid convergence of competitive gaming and global sports. The New Global Sport Conference is the flagship event of the Esports World Cup Foundation, designed as the premier global forum where these worlds intersect, and built for leaders focused on the future and committed to meaningful strategic collaboration.
As part of its 2025 programme, EWCF has confirmed the first group of speakers and participating brands representing the forefront of industry innovation and leadership:
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HRH Prince Faisal Bin Bandar Bin Sultan – President, Saudi Esports Federation
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HRH Prince Fahad bin Mansour bin Nasser Al Saud – President, Saudi G20 Young Entrepreneurs Alliance & Founder of Entrepreneurship Vision (NGO)
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Ralf Reichert – Chief Executive Officer, Esports World Cup Foundation
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Casey Wasserman – Chairman, LA28
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Peter Moore – Owner, Santa Barbara Sky FC & Former Liverpool FC CEO
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Toshimoto Mitomo – Chief Strategy Officer, Sony
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Brian Ward – Chief Executive Officer, Savvy Games Group
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Joshua Taub – Chief Operating Officer, Activision
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Shuji Utsumi – President, SEGA
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Katsuhiro Harada – Executive Game Director & Chief Producer, Bandai Namco Entertainment
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Magnus Carlsen – World Chess Champion
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Danny Tang – Co-Founder & Chief Executive Officer, Hero Esports
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Taewon Yun – Senior Vice President & Head of Game Strategy, NCSOFT
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Jan Alessie – Co-Founder & Managing Director, World Football Summit
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Je Alipio – Director & Head of Business Development (Games) APAC & MENA, Disney
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Marat Karpeko – Partner, NVO Capital
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Jens Hilgers – Founding General Partner, BITKRAFT Ventures
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Pete Radovich – Vice President of Production & Senior Creative Director, CBS Sports
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Bruce Stein – Co-Founder, aXiomatic
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Kartik Prabhakara – Founding Partner, Aream & Co
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Michael Murray – Producer, Bandai Namco Entertainment
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Mike McCabe – Chief Operating Officer, Esports World Cup Foundation
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Faisal Bin Homran – Chief Product Officer, Esports World Cup Foundation
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Fabian Scheuermann – Chief Games Officer, Esports World Cup Foundation
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Mohammad Al Nimer – Chief Commercial Officer, Esports World Cup Foundation
Ralf Reichert, CEO of the Esports World Cup Foundation, said, “The 2025 edition of the New Global Sport Conference arrives at a moment of unprecedented change and opportunity for competitive gaming. As the boundaries between sports, esports, entertainment, and technology dissolve, this event becomes the premier global stage for leaders to explore new horizons and create groundbreaking collaborations. At NGSC2025, we’ll challenge conventional ideas, pioneer innovative business models, and unlock powerful possibilities in storytelling and competition. Together, we define the next chapter of how the world plays, competes, and connects.”
The New Global Sport Conference will bring together 1,500 industry leaders and decision-makers from across sports, esports, gaming, and entertainment. The curated programme, featuring world-class experts, challengers, and disruptors through keynotes, panels, strategic roundtables, and private forums, will drive transformative global initiatives and foster collaboration on the growth and future of these dynamic industries.
Additional speakers and full programming details will be announced in the coming weeks.
The post New Global Sport Conference 2025 Announces Official Theme and First Leadership Speaker Lineup appeared first on European Gaming Industry News.
Industry Awards
Kaizen Gaming’s Betano Recognised as Brand of the Year at the EGR Marketing & Innovation Awards 2025

Kaizen Gaming secured a total of three awards, including Innovation in Sports Betting and Best Native App for the second consecutive year.
Kaizen Gaming, one of the world’s biggest GameTech companies and owner of the Betano online sports betting and gaming brand, has been honoured with three awards at the prestigious EGR Marketing and Innovation Awards 2025, held in London on June 19th. Kaizen Gaming was awarded with “Brand of the Year – B2C” for its premium brand, Betano, “Innovation in Sports Betting” and “Best Native App”.
The past year has been especially significant for Betano which unveiled a new brand identity, brought to life globally through sponsorships of major international football tournaments, such as the UEFA EURO 2024™, the CONMEBOL Copa America™️ 2024, the UEFA Europa League and the UEFA Conference League, alongside prominent local competitions, like Brasileirão Betano (Campeonato Brasileiro Série A) and Torneo Betano (the Argentine Primera División).
Furthermore, the award victories in the “Innovation in Sports Betting” and “Best Native App” categories highlight Kaizen Gaming’s ongoing commitment to customer-centric innovation, delivering highly engaging gameplay and mobile-first experiences that continue to set new industry standards. Notably, this is the second consecutive year that Kaizen Gaming has been distinguished for developing the “Best Native App”, a testament to the excellence of its in-house technology, product, and innovation teams.
Pablo Puertas, Marketing Director of Kaizen Gaming said: “The past year has been a defining one for Betano. We didn’t just refresh our visual identity; we reinforced Betano as a modern, premium and trusted brand, radiating confidence, playfulness, and artistic flair. Through bold 360° campaigns and landmark sponsorships we connected with millions of people in meaningful, localized ways.
But this is more than branding. It reflects our broader commitment to delivering the best, most innovative, and most responsible gaming experiences possible. Winning ‘Best Native App’ once again, as well as ‘Innovation in Sports Betting’ shows that we are pretty successful at it. We are now at a stage where we can confidently say that Betano is a truly premium global player, able to compete for leadership in any given market. A big thank you to the award organizers, but more importantly to the ‘Kaizeners’, who are the driving force behind our success”.
Building on last year’s momentum, the first half of 2025 has been a remarkable period for Kaizen Gaming and Betano, highlighted by multiple high-profile global sponsorships – including the most recent partnership with FIFA for the FIFA Club World Cup 2025™ for South America and the long-term principal and front-of-shirt partnership with Club Atlético River Plate.
The EGR Marketing & Innovation Awards reward the most innovative and creative companies in the online gaming industry, celebrating commercial success, game-changing innovation, leading customer service and marketing prowess over the past 12 months. This year’s ceremony took place at The Mermaid, London, on 19th June 2025, and was hosted by Greek comedian George Zach.
The post Kaizen Gaming’s Betano Recognised as Brand of the Year at the EGR Marketing & Innovation Awards 2025 appeared first on European Gaming Industry News.
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