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SOFTSWISS Unveils Game Aggregator Client Satisfaction Survey Results
High-level client support at every stage of cooperation compared to competitors is one of the key advantages highlighted by the SOFTSWISS partners during the customer satisfaction survey conducted in January-February of 2022 by the leading evidence-based insights and consulting company Kantar Ukraine.
The main objectives of the research were to get insights on client expectations when choosing the iGaming software provider, discover product and workflow characteristics that are the most significant for partners, and disclose the level of satisfaction with SOFTSWISS solutions and services compared to competitor products. The survey was conducted among partners of the SOFTSWISS Game Aggregator, one of the most demanded products in the company’s portfolio.
Survey results: Industry insights
According to the research, the crucial functional reasons for choosing a business partner in the iGaming industry are the following:
- Wide range of games
- Flexibility in discussing terms of service
- Quick response and resolution of issues
At the same time, the characteristics which have low importance are the availability of licences and certifications for regulated markets and overall positive reviews about the company.
As for the emotional characteristics which influence the decision, the top 3 became:
- Simple and quick communication with the [account] manager
- Offers you services and products that meet the needs of your company
- Long-term partnerships
The least important emotional attribute is the software partner’s prestige.
Based on the survey, clients cite the main reasons to terminate the business relationship would be poor quality or lengthy request resolution, lack of involvement of a company representative in resolving issues, as well as lack of additional technical features and functionality. Another significant motive that could cause clients to stop cooperation is bad-quality support.
As stated in the research, SOFTSWISS partners also highlighted the top 3 most important functional characteristics of the game aggregator:
- Stable access to games
- Fast response to unscheduled malfunctions
- Experienced integration support and further support from the game aggregator team
In addition, clients noted that they received “timely communication about the changes in the API” and were promptly notified about new “API technical opportunities”.
SOFTSWISS overview
The results of the survey showed that 90% of Game Aggregator clients are satisfied with the products they use from SOFTSWISS. They pointed out that the most significant characteristics they considered when choosing SOFTSWISS were:
- Prompt and quality communication at different stages of the joint work
- Variety of games
- Flexible terms of service
- Easy integration process
These characteristics are in line with what SOFTSWISS aims to deliver to clients. This convergence allows us to say that SOFTSWISS meets the key expectations of industry players. The status of the company as a reliable partner is also confirmed by the fact that customers use several SOFTSWISS products at the same time. Along with the Game Aggregator, SOFTSWISS partners most often purchase the affiliate management platform Affilka. 55% of SOFTSWISS Game Aggregator clients have integrated the affiliate tracking software and are highly satisfied with it.
Client Opinion: Game Aggregator Characteristics
As reported in the research, the overall satisfaction index of the SOFTSWISS Game Aggregator is 8.2 which is an excellent result. Such a high level of client satisfaction demonstrates SOFTSWISS’ focus on meeting client needs and providing top service that is efficient and appreciated by partners. The SOFTSWISS Game Aggregator received a high score for each of the crucial characteristics which were pointed out by the industry players in terms of choosing this kind of product (on a scale of 1-10, where 1 is the least important and 10 is the most important):
- Stable access to games – 9.0
- Timely notifications about planned work – 9.0
- Quick response to unscheduled problems (notifications, solution speed) – 8.8
- High-level of integration support and further support from the Game Aggregator team – 8.5
It is worth noting that the SOFTSWISS Game Aggregator received the highest score for the most significant feature for clients, namely, stable access to games.
When examining the survey results related to the level of service support, the numbers display that client service is higher than that of competitors, which is an essential achievement for the team:
- SOFTSWISS – 7.9
- Competitors – 7.4
The most outstanding advantage of the SOFTSWISS client support is the high speed of request responses and a convenient helpdesk service.
“Such research is very helpful for understanding in which direction to move further to improve our performance. We are pleased to see that our partners highly appreciate our work. This inspires us to make the Game Aggregator even better. We strive to be a reliable partner for our clients and provide them with quality service,” commented Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator.
Summarising the research, the most important reasons for choosing SOFTSWISS in general, and the Game Aggregator in particular, are a fast-growing content base, high-level client support, and prompt communication. The SOFTSWISS team notes that the results correspond to the brand positioning – being a reliable iGaming provider offering expert solutions and an excellent level of service. It is a vital conclusion in terms of evaluating not only a specific product but also the long-term strategy of the company.
“Ongoing work with clients and studying their needs is one of the most important tasks that the marketing department sets. Understanding the customer allows us to create innovative products, as well as to adapt and develop customer service to the highest level. And, of course, we are glad that the results of this study give us not only valuable insights but also show high satisfaction with both our products and service. More and more factors indicate that SOFTSWISS work standards are becoming the benchmark in the industry”, highlighted Valentina Bagniya, Chief Marketing Officer at SOFTSWISS.
About SOFTSWISS
SOFTSWISS is a widely-acclaimed iGaming expert supplying certified software solutions for managing gambling operations. The company has an international team, which counts 1000+ employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds a number of gaming licences, providing one-stop-shop iGaming solutions. 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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British Gambling Commission
Industry Roiled As UK Regulator Steps Gingerly Into ‘Affordability’
The UK Gambling Commission has tentatively introduced its much-feared Financial Risk Assessments (FRA), but despite the regulator tip-toeing across the start line, the industry remains convinced that the highly controversial policy will lead to disaster.
The commission announced on Tuesday (July 7) that it will roll out its FRA project in three stages, with only the most high spending players and the largest operators required to comply during its initial phase.
In this first introductory period, any customer of the market’s largest operators depositing over £5,000 in 24 hours will need to be subject to an FRA, which in most cases will see a check conducted by a credit reference agency in the background without the gambler’s knowledge.
Eventually, that threshold will drop to £1,000 in 24 hours or £3,000 in a rolling 90-day period. Individuals aged under-25 will trigger checks if they deposit more than £750 in 24 hours or £2,000 in a 90-day period.
In some cases, customers will need to submit additional personal documents to allow operators to assess whether they need additional support.
It is these instances to which the industry has responded overwhelmingly negatively, with gambling firms warning of further consumer leakage to a black market that they say is already gaining ground.
The Gambling Commission argues that only 3 percent of customers that trigger these checks will require additional documents or open banking checks to complete their assessments, and that only 1 in 1000 gamblers will even trigger an FRA in the first place.
In fact, the regulator argues that the new system will actually reduce the existing reliance on document checks, by shifting some of that compliance burden onto a “frictionless” background system.
“People who place an occasional bet, are a recent winning customer or even regularly spend hundreds of pounds would be unlikely to need a check,” the regulator said.
Why now?
The commission said that its key motivation for pushing forward with FRAs is that some high spending customers are not being adequately protected.
Where FRAs reveal that a gambler may be spending beyond their needs, operators will be expected to take “proportionate” action, which may include reducing marketing or setting deposit limits, the commission said.
“We are confident that our approach, using high-quality data, will enable support for high-spending customers in financial difficulties, while reducing friction for customers who are not in financial difficulties by removing the need for unnecessary and unpopular document checks to understand financial risk,” said acting Gambling Commission CEO, Sarah Gardner.
During an initial risk assessment phase set to kick off this Summer, licensees will not be penalised if they take no action as a result of an FRA, but the implication is very much that the regulator will take enforcement action in this area in the future.
There is currently no timeline for when the UK industry will move into the second implementation stage or what requirements will be added at that point.
The commission has said only that it will engage with industry implementation groups and other stakeholders beforehand.
Similarly, there is no estimate of when the third and final implementation stage will begin.
“We have listened to feedback throughout the pilot process which has led to us deciding to carefully proceed,” said Gardner.
“We will work with key partners to make sure that they are implemented in the most effective way for consumers and operators.”
Industry aghast
Trade group the Betting and Gaming Council has reacted with dismay to the news, with chief executive Grainne Hurst saying it was “deeply disappointed and frustrated” that the commission had not abandoned the project completely.
Hurst said that the phased implementation was a clear indication that the channelisation risks posed by FRAs, which it has consistently warned of, are real.
“These checks cannot be described as genuinely frictionless if they produce unreliable outcomes, lead to unnecessary account restrictions or ultimately result in customers being asked to provide documents or open banking information,” said Hurst.
The industry, in particular the horseracing sector, remains very concerned that revenues will shrink in the days and months following the introduction of FRAs, much as they did in the aftermath of the affordability regime introduced in the Netherlands in 2024.
“The commission’s announcement does nothing to assuage that concern,” said Chris Elliott, a partner at London law firm Wiggin.
He added that it remains unclear what action operators should take once an FRA is complete and called for more guidance from the Gambling Commission.
“The staged approach risks being a staggered imposition of uncertainty rather than a measured roll-out of clear requirements,” said Elliott.
The UK gambling minister said the government supports FRAs, but appeared to back a tentative approach.
“The right balance must be struck so that assessments protect those in financial difficulties from the risk of gambling-related harm but do not create unnecessary burdens for the industry or consumers,” said Baroness Twycross.
The post Industry Roiled As UK Regulator Steps Gingerly Into ‘Affordability’ appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Alternative Payment Methods
Paysafe expands Tebex checkout integration to add cards and more APMs
Tebex connects to the Paysafe API, extending beyond PaysafeCard to card processing and alternative payment methods including Openbucks in the US.
Paysafe (NYSE: PSFE) has expanded its partnership with video game monetization platform Tebex, adding card payments and additional alternative payment methods (APMs) through a single integration to the Paysafe API. The update was announced July 7, 2026 in London.
Tebex has integrated the Paysafe Gateway to support credit and debit card processing alongside APMs. Tebex said its checkout has offered Paysafe’s prepaid eCash product PaysafeCard since 2016, and the new API integration connects Tebex to a broader set of Paysafe payment products.
The integration also links Tebex to Paysafe’s branded APMs. Tebex Checkout is already live with Openbucks, which enables US gamers to pay online with cash using third-party gift cards purchased in-store at “67K+ locations,” or via Openbucks’ Obucks digital card sold through authorized online resellers.
Zak Cutler, President of Global Gaming at Paysafe, said: “We’re delighted to broaden our partnership with Tebex. In a highly competitive market, video game creatives need to satisfy gamers’ increasingly diverse transactional expectations. By connecting the Tebex Checkout to an exhaustive range of payment options, including recognizable brands like our Openbucks solution, the Paysafe Gateway will give Tebex and its customers an edge when it comes to streamlining, simplifying and ultimately optimizing the monetization of gaming.”
Liam Wiltshire, Vice President and GM of Tebex, commented: “At Tebex, we know payments are more than a transaction. They’re a critical part of how studios build relationships with their players and grow their games. Acting as an extension of the studio, our role is to remove the complexity of global payments, compliance, and support so teams can focus on creating amazing experiences. Expanding our partnership with Paysafe allows Tebex to offer greater choice and flexibility at checkout, helping our partners reach more players, reduce friction, and unlock new opportunities for growth.”
The post Paysafe expands Tebex checkout integration to add cards and more APMs appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Latest News
Paysafe strengthens Tebex’s payment offering for video gaming industry
Expanded partnership sees video gaming monetization platform Tebex integrate to Paysafe API for card payments and multiple alternative payment methods
Paysafe (NYSE: PSFE), a global payments platform, today announced its expanded partnership with Tebex, the game monetization extension and growth platform for game servers and game studios. Tebex, which acts as an extension of a gaming studio, has integrated the Paysafe Gateway into its platform to enable video game merchants to provide their customers with true optionality when they transact – from card payments to alternative payment methods (APMs).
The Tebex Checkout has featured Paysafe’s flagship prepaid eCash solution PaysafeCard since 2016, and now, through a single, streamlined integration with the Paysafe API, it is connected to the company’s complete range of payment solutions. This includes seamless credit card and debit card payments, with all transactions processed in seconds by Paysafe.
The Gateway also connects Tebex to Paysafe’s suite of branded APMs, with the Tebex Checkout already live with the company’s Openbucks solution. Boasting strong brand recognition in the American video gaming community, this APM allows US gamers to pay online with cash using third-party gift cards, which can be bought in-store at 67K+ locations, or Openbucks’ own Obucks digital card, available for purchase online via authorized resellers.
With Openbucks and future Paysafe-powered solutions, Tebex continues to expand its network of local and alternative payment methods, enabling studios to reach players in more markets with payment options that reflect regional preferences and improve conversion rates with a seamless player experience.
Zak Cutler, President of Global Gaming at Paysafe, said: “We’re delighted to broaden our partnership with Tebex. In a highly competitive market, video game creatives need to satisfy gamers’ increasingly diverse transactional expectations. By connecting the Tebex Checkout to an exhaustive range of payment options, including recognizable brands like our Openbucks solution, the Paysafe Gateway will give Tebex and its customers an edge when it comes to streamlining, simplifying and ultimately optimizing the monetization of gaming.”
Liam Wiltshire, Vice President and GM of Tebex, commented: “At Tebex, we know payments are more than a transaction. They’re a critical part of how studios build relationships with their players and grow their games. Acting as an extension of the studio, our role is to remove the complexity of global payments, compliance, and support so teams can focus on creating amazing experiences. Expanding our partnership with Paysafe allows Tebex to offer greater choice and flexibility at checkout, helping our partners reach more players, reduce friction, and unlock new opportunities for growth.”
The post Paysafe strengthens Tebex’s payment offering for video gaming industry appeared first on Americas iGaming & Sports Betting News.
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