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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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The debate over banning online betting in Brazil is resurfacing at a sensitive moment in the public discourse, marked by simplistic solutions to complex issues.
In this article, Thiago Iusim, founder and CEO of Betshield Responsible Gaming, analyzes the parallels between the electronic cigarette market and the ‘Bets’ sector, highlighting how attempts to eliminate an activity by decree tend to push it into informality.
According to him, the Brazilian experience shows that prohibition does not eliminate markets — it merely reduces the State’s ability to control them and increases risks for consumers.
Brazil has seen this movie before.
There is a magic solution that always seems to return to public debate, especially in election season, whenever an issue becomes politically inconvenient: ban it.
The logic is seductive. In the political narrative, the issue disappears. In real life, it simply moves elsewhere.
E-cigarettes make that point painfully clear.
Vapes have never been authorized in Brazil. They have been officially banned since 2009. In theory, they should not exist. In practice, they are everywhere, sold through social media, messaging apps, marketplaces, street vendors, and small retail shops, with no sanitary controls, no effective oversight, and no real guarantee of origin.
Prohibition did not eliminate the market.
It only eliminated the possibility of surrounding that market with rules.
A recent CNN report on the surge in e-cigarette seizures helps show the scale of the problem. Brazil did not get rid of vapes. It simply pushed the market into an environment where the state lost the capacity to control it.
The state banned it. Organized crime applauded.
That experience helps explain the current debate around online betting in Brazil.
Bets existed long before Law 14,790/2023. For years, Brazil lived with an active market operating online and from abroad, with no local tax collection, no regulatory oversight, and no effective consumer protection tools.
The activity did not emerge because of the law. The law emerged because the activity already existed.
Regulation was the rational response. It was the way to bring an already existing market into a controllable framework, with licenses, concession fees, user identification, anti-money laundering requirements, advertising rules, and player protection mechanisms.
And yet, just eighteen months later, public debate is once again flirting with the same simplistic solution applied to vapes: the fantasy that prohibition would make the activity disappear.
By now, Brazil should know better.
In the case of betting, the country had chosen a different path: regulate in order to control. Protect consumers. Protect the broader economy.
To now return to prohibition as a response to a market that already exists would be more than a regulatory mistake.
It would be a historical contradiction.
Or perhaps simply the most comfortable expression of a certain kind of public moralism that would rather push an activity into the shadows than acknowledge its existence.
In political discourse, prohibition can sound like victory.
In practice, it often functions as morally comfortable packaging for rushed and politically convenient decisions.
This is nothing more than electoral fantasy. And this time, no one will be able to say they did not know how the story would end.
Thiago Iusim
Founder and CEO of Betshield Responsible Gaming
The post Sports Betting, E-cigarettes and the Illusion of Prohibition appeared first on Americas iGaming & Sports Betting News.
En un artículo exclusivo para Gaming Americas, Udo Seckelmann, socio de Bichara e Motta Advogados, analiza cómo el mercado brasileño de iGaming ha entrado en una nueva fase de madurez tras el BiS SiGMA South America 2026.
Dejando atrás las expectativas regulatorias, la industria ahora enfrenta presiones reales a nivel operativo, político y económico, lo que plantea interrogantes clave sobre la sostenibilidad, la fiscalización y el equilibrio entre crecimiento y protección del consumidor en uno de los mercados de apuestas más dinámicos del mundo.
En un artículo exclusivo para Gaming Americas, Udo Seckelmann, socio de Bichara e Motta Advogados, analiza cómo el mercado brasileño de iGaming ha entrado en una nueva fase de madurez tras el BiS SiGMA South America 2026. Dejando atrás las expectativas regulatorias, la industria ahora enfrenta presiones operativas, políticas y económicas reales, lo que plantea preguntas críticas sobre sostenibilidad, aplicación normativa y el equilibrio entre crecimiento y protección del consumidor en uno de los mercados de apuestas más dinámicos del mundo.
BiS SiGMA 2026 dejó en claro que la conversación en torno al sector de apuestas en Brasil ha cambiado de forma fundamental. La industria ya no se discute como una oportunidad futura moldeada por expectativas regulatorias, sino como un ecosistema en funcionamiento sujeto a presiones del mundo real. Con el marco regulatorio en vigor y operadores activos, el foco se ha desplazado hacia cómo se comporta realmente el mercado bajo regulación y en qué puntos ese marco está siendo puesto a prueba.
Este cambio fue evidente tanto en la calidad de las discusiones como en el perfil de los participantes. En ediciones anteriores, gran parte del debate se centraba en el marco regulatorio ideal, la tributación y las estrategias de entrada al mercado. En 2026, el foco se trasladó hacia temas más sofisticados y, en muchos sentidos, más desafiantes: implementación regulatoria, fiscalización y el equilibrio entre crecimiento y protección del consumidor.
Un elemento adicional que permeó muchas de las discusiones fue el reciente endurecimiento del discurso político hacia el sector. Declaraciones del Presidente que sugieren la posible eliminación del mercado regulado de apuestas, así como iniciativas en el Congreso orientadas a restringir de forma amplia la publicidad del sector, revelan preocupaciones legítimas sobre externalidades negativas, pero también un riesgo concreto de que la política pública se diseñe de forma desconectada de la nueva realidad regulatoria.
La crítica aquí no se dirige a la preocupación por la protección del consumidor, que es sin duda esencial, sino a la forma en que se ha llevado a cabo este debate. Medidas prohibitivas o excesivamente restrictivas, particularmente en el ámbito de la publicidad, tienden a producir efectos adversos ya observados en otras jurisdicciones: menor capacidad de canalización hacia el mercado regulado, fortalecimiento de operadores ilegales y debilitamiento de los propios mecanismos de protección al consumidor.
En este contexto, la publicidad no debe ser vista únicamente como un factor de riesgo, sino también como una herramienta de política pública. Es a través de la publicidad que los operadores licenciados pueden diferenciarse de entidades no reguladas, comunicar prácticas de juego responsable y operar dentro de parámetros auditables. Las restricciones desproporcionadas, en la práctica, reducen la visibilidad de quienes están sujetos a regulación, al tiempo que amplían el espacio para quienes operan fuera de ella.
Además, la inestabilidad del discurso político, especialmente cuando coquetea con escenarios de prohibición tras años de esfuerzos para estructurar un mercado regulado, genera una importante inseguridad jurídica. Las inversiones realizadas bajo un marco regulatorio reciente son reevaluadas, los costos de cumplimiento aumentan y el apetito de nuevos entrantes tiende a disminuir. En última instancia, esto afecta no solo el desarrollo del sector, sino también la recaudación del gobierno y los objetivos regulatorios originales perseguidos por el Estado.
Otro tema clave discutido durante el evento fue el impacto del aumento de la carga impositiva, particularmente tras el incremento del Gaming Tax, sobre la competitividad del mercado regulado. Existe una preocupación legítima de que un entorno excesivamente gravoso, combinado con fuertes restricciones publicitarias, pueda generar un escenario económicamente inviable para los operadores licenciados, incentivando nuevamente la migración hacia el mercado no regulado.
Otro punto destacado del evento fue el debate en torno al rol de los intermediarios tecnológicos, incluidos los market makers en segmentos emergentes como los prediction markets. La expansión de estos modelos plantea importantes interrogantes regulatorios: en qué medida los marcos existentes son suficientes para acomodar estas innovaciones y cuándo será necesario avanzar hacia regímenes regulatorios específicos, posiblemente bajo la supervisión de autoridades como el regulador del mercado de valores.
Una comparación con ediciones anteriores de BiS SiGMA demuestra claramente la creciente madurez del sector. Si Brasil alguna vez fue visto como una gran promesa, hoy es una realidad compleja que requiere ajustes finos y coordinación institucional. La agenda ha pasado de la apertura del mercado a la gobernanza, ahora bajo un escrutinio político y social mucho más intenso.
Por último, un aspecto que merece especial atención es la creciente profesionalización de todos los actores involucrados. Operadores, reguladores, proveedores de servicios e incluso el debate público han evolucionado significativamente. Hoy existe una comprensión más clara de que el éxito del mercado brasileño depende de su credibilidad y de su sostenibilidad a largo plazo.
Udo Seckelmann
Socio del área de Gambling & Crypto en Bichara e Motta Advogados
The post Los nuevos desafíos de la industria del iGaming en 2026 appeared first on Americas iGaming & Sports Betting News.
In an exclusive article for Gaming Americas, Udo Seckelmann, partner in the Gambling & Crypto department at Bichara e Motta Advogados, examines how the Brazilian iGaming market has entered a new phase of maturity following BiS SiGMA South America 2026.
Moving beyond regulatory expectations, the industry now faces real operational, political, and economic pressures, raising critical questions about sustainability, enforcement, and the balance between growth and consumer protection in one of the world’s most dynamic betting markets.
BIS SIGMA 2026 made it clear that the conversation around Brazil’s betting sector has fundamentally changed. The industry is no longer being discussed as a future opportunity shaped by regulatory expectations, but as a functioning ecosystem already subject to real-world pressures. With the framework in force and operators active, the focus has shifted to how the market actually behaves under regulation — and where that framework is being put to the test.
This shift was evident both in the quality of the discussions and in the profile of participants. In past editions, much of the debate focused on the ideal regulatory framework, taxation, and market entry strategies. In 2026, the focus moved toward more sophisticated — and, in many ways, more challenging — topics: regulatory implementation, enforcement, and the balance between growth and consumer protection.
An additional element that permeated many discussions was the recent hardening of political discourse toward the sector. Statements from the President suggesting the potential elimination of the regulated betting market, as well as initiatives in Congress aimed at broadly restricting betting advertising, reveal legitimate concerns about negative externalities but also a concrete risk of public policy being shaped in a way that is disconnected from the newly established regulatory reality.
The criticism here is not directed at the concern for consumer protection — which is undoubtedly essential — but rather at how this debate has been conducted. Prohibitive or overly restrictive measures, particularly in the field of advertising, tend to produce adverse effects already observed in other jurisdictions: reduced channeling capacity toward the regulated market, the strengthening of illegal operators, and a weakening of consumer protection mechanisms themselves.
In this context, advertising should not be viewed solely as a risk factor, but also as a public policy tool. It is through advertising that licensed operators can differentiate themselves from unregulated entities, communicate responsible gambling practices, and operate within auditable parameters. Disproportionate restrictions, in practice, reduce the visibility of those subject to regulation while simultaneously expanding the space for those operating outside it.
Moreover, the instability of political discourse — especially when it flirts with prohibition scenarios after years of efforts to structure a regulated market — creates significant legal uncertainty. Investments made based on a recent regulatory framework are reassessed, compliance costs increase, and the appetite of new entrants tends to decline. Ultimately, this undermines not only the development of the sector but also government revenue and the original regulatory objectives pursued by the Government.
Another key topic discussed during the event was the impact of increased taxation — particularly following the rise in the Gaming Tax — on the competitiveness of the regulated market. There is a legitimate concern that an overly burdensome environment, combined with severe advertising restrictions, may create an economically unviable scenario for licensed operators, once again encouraging migration to the unregulated market.
Another highlight of the event was the debate surrounding the role of technological intermediaries — including market makers in emerging segments such as prediction markets. The expansion of these models raises important regulatory questions: to what extent are existing frameworks sufficient to accommodate these innovations? And when will it be necessary to move toward specific regulatory regimes, potentially under the oversight of authorities such as the securities regulator?
A comparison with previous BIS SIGMA editions clearly demonstrates the sector’s growing maturity. If Brazil was once seen as a major promise, it is now a complex reality that requires fine-tuning and institutional coordination. The agenda has shifted from market opening to governance — now under much more intense political and social scrutiny.
Finally, one aspect that deserves particular attention is the increasing professionalization of all stakeholders involved. Operators, regulators, service providers, and even the broader public debate have evolved significantly. There is now a clearer understanding that the success of the Brazilian market depends on its credibility and long-term sustainability.
Udo Seckelmann
Partner in the Gambling & Crypto department at Bichara e Motta Advogados
The post The iGaming Industry’s New Challenges in 2026 appeared first on Americas iGaming & Sports Betting News.
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