Tugi Tark, which literally translates as ‘smart support’, launches an intelligent platform with AI agents to help online casino operators transform customer service

Estonian start-up Tugi Tark has formally launched with a mission to modernise the iGaming industry’s approach to customer support.

According to the tech disruptor, which is only now emerging from stealth mode, the future of player support will be proactive and automated, rather than reactive and manual.

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Tugi Tark uses a combination of large language models, machine learning, and a dataset of over 10 million iGaming customer service tickets resolved over the years.

Tugi Tark’s AI agents, available 24/7, resolve a significant percentage of cases independently, increasing each month as support teams train their AI agents. This streamlines the player experience and frees up human staff to focus on higher-value tasks.

Crucially, the agents can provide support in more than 250 languages, a key advantage for iGaming companies operating across multiple markets. Players are assisted in their native language, without the need for third-party translation tools or region-specific teams — reducing costs and breaking down language barriers.

Players parting with money expect fast, effective support at any time. Tugi Tark’s AI agents address this critical pain point. Slow response times remain one of the biggest frustrations in iGaming customer support — often due to staffing constraints.

Proactive support can improve the player experience across a range of issues, including failed payments. When a deposit fails, Tugi Tark receives an API call from the payment system with the error message. This instantly triggers a relevant chat with the player to clarify the reason and provide a solution. The result: improved customer satisfaction, successful deposits, and lower player churn.

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Tugi Tark CEO Harpo Lilja said: “We’re convinced we can help operators transform player support from a cost centre into a strategic competitive advantage.

“Support isn’t just about answering questions. It’s about creating momentum, trust, and loyalty. The quality of customer service is critical — it can make or break a VIP programme.

“With human agents, the support times are inconsistent. Support staffing for a multi-market 24/7 operation is challenging and costly. High churn among staff is common, and the limit of talent is an unfortunate reality.

“Combining both human and AI agents is the solution to the problem. AI agents can resolve many queries independently, and the rest are automatically routed to the most suitable human agent to guarantee a fast and effective resolution.”

Tugi Tark is a remote-first company headquartered in Tallinn, Estonia. The business has doubled its headcount in less than a year and is scaling rapidly to meet growing demand.

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Five iGaming clients are set to onboard imminently, with further partnerships to be announced before the end of 2025.

“We understand high-value players, compliance, cost optimisation, player safety, and the nuances of iGaming support — because we’ve lived it,” added Lilja, who brings over a decade of experience in iGaming and a proven track record of elevating customer support across hundreds of brands.

“Every feature is designed to solve real-world challenges: regulatory pressure, global player bases, multi-brand operations, and 24/7 VIP care.”

The HIPTHER Team is proud to celebrate another highly successful event for Gaming and Tech, in a powerful edition of the MARE BALTICUM Gaming & TECH Summit in Vilnius!

The full-house conference was a fitting closure to the groundbreaking MARE BALTICUM Gaming & TECH series that united the Baltics and became a pivotal meeting point and beacon of ideas in the region for seven incredible years.

HIPTHER is grateful to all of our extraordinary speakers who generously shared their expertise with our audience, and to all the fantastic participants dynamically engaging, connecting, and spurring the future of the local industries.

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Panels, Workshops & Powerful Takeaways

From the very first session to the final farewell, MARE BALTICUM 2025 delivered two days packed with meaningful insight, future-facing dialogue, and high-impact learning.

Across the Compliance & Operations Lab and the TechXperience Stage, C-level executives, innovators, and thought leaders came together to unpack the most urgent topics shaping Gaming, Tech, Fintech, and Regulation today. From navigating multi-jurisdictional compliance and decoding AI’s role in iGaming, to understanding consumer protection under MiCA and mapping the rise of decentralized platforms, each panel reflected HIPTHER’s mission: to bring clarity, context, and challenge to every conversation.

A key highlight of this year’s edition was the HIPTHER Academy Workshops – a brand-new initiative designed to elevate professional skills through actionable, hands-on sessions. Participants engaged directly with experts in focused workshops, earning digital diplomas marking their attendance and new learning achievement.

Sessions included:

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• Crypto Custody, Transparency & Consumer Protection Under MiCA with Anna Agu
• Creative Rights, Real Risks by Andrius Gabnys & Jovita Morta Gabne
• RegTech in Action with Viktorija Poluektova
• Neuroshift by Dr. Maria Loumpourdi

Each workshop offered a deep, hands-on dive into its subject matter, blending real-world scenarios with strategic tools for sustained professional growth.

Awards, Networking & the Signature HIPTHER Experience

The conference went beyond panels and progress: it was also a celebration of the people and companies driving the industry forward.

This year’s BSG Awards Ceremony honored excellence across the Baltic and Nordic regions, with standout winners including Betsson Group, Amusnet Gaming, Digitain, BETER, Coinspaid, and GLI,  as well as individual honors for visionaries like Daniel Gunba, Irakli Davarashvili, and Vladimir Malakchi.

Every evening brought the HIPTHER community together in unforgettable venues: from the cozy buzz of the Welcome Meet at Piano Man Bar, to the jazz-infused elegance of the Awards Night at Jazz Cellar 11, and finally the intimate conversations and clinking glasses of the Closing Party at Invino Vilnius. As always, HIPTHER’s signature hospitality turned networking into genuine connection, where business cards meet genuine moments, and partnerships are sparked over stories instead of mere pitches.

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What’s Next: 2026 and Beyond

2018 – 2025: MARE BALTICUM SUMMIT ➝ 2026 → ???

For seven unforgettable years, the MARE BALTICUM GAMING & TECH SUMMIT brought the Baltic region together, uniting industries, people, and progress under one roof. The 2025 edition in Vilnius marked the summit’s grand finale, and it did not disappoint: a full house, full hearts, and a bold step forward.

So… is that the end?

Not quite.

In 2026, something new is coming! Something grounded in the values that defined MARE BALTICUM, but reimagined for a new era of regional collaboration.
More local. More focused. More connected.

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We’re not ready to say too much (yet).
But if you’ve ever been part of the #hipthers journey… you’ll want to be part of what comes next. Stay tuned!

CT Interactive continues its strategic growth across Europe by expanding its certified portfolio within Lithuania’s regulated iGaming market. This move further solidifies the company’s presence in one of the most dynamic and rapidly developing jurisdictions in the region.

As part of the certification, several popular titles have been approved for launch in Lithuania, including top-performing games such as Chilli Madness, Hot 7’s x 2, Wild Clover, Giraffe Wild, and Win Storm. These titles have consistently delivered strong engagement across multiple international markets.

In addition, CT Interactive is bringing its latest Buy Bonus games to Lithuanian players, introducing titles such as Doctor Winstein Buy Bonus, Duck of Luck Buy Bonus, Fruits & Sweets Buy Bonus, Nanook the White Ghost Buy Bonus, Hyper Cuber Buy Bonus and 100x Coffee Hot BB. These games are developed to deliver thrilling bonus features and enhanced gameplay, offering a tailored experience that aligns with local player preferences.

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“Securing this new certification for Lithuania is crucial for our regional expansion strategy. The market is becoming increasingly well-structured, with major operators obtaining licenses and driving demand for certified, high-quality gaming content. Our portfolio is ideally positioned to meet these needs and provide immersive, compliant gaming experiences” said Martin Ivanov, Chief Operating Officer at CT Interactive.

With these new certifications, CT Interactive reinforces its role as a trusted provider of regulation-ready gaming solutions, offering Lithuanian operators access to a diverse portfolio that combines engaging design, technical reliability and compliance with local standards.