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Survey Reveals Poor CRM Strategy Impacts Retention with US customers

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Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

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BGaming

CasinoCanada launches free social slot tournament

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CasinoCanada.com launches a new social tournament system built around free-to-enter slot competitions, combining daily, weekly, and monthly events with leaderboards, bonus prizes, and exclusive merchandise.

The tournaments are powered entirely by BGaming slots, marking the first industry collaboration between an affiliate brand and BGaming focused specifically on social tournament engagement.

Participation in all tournaments is free for registered users of legal gambling age.

Players compete across rotating tournaments featuring a changing lineup of BGaming titles, including hit titles Aztec Magic Bonanza, Bonanza Billion, and Elvis Frog, among others.

Prizes include various bonuses and free spins from CasinoCanada partner casinos.

Selected special tournaments also feature exclusive BGaming merchandise prizes.

Tournament performance is reflected in public leaderboards, adding a competitive and community-driven layer to the CasinoCanada experience.

While social slot tournaments have become increasingly common in iGaming, many existing formats are built around the same providers and similar tournament structures.

CasinoCanada’s approach focuses on free participation, rotating BGaming content, partner casino bonus rewards, merchandise prizes, and recurring competition.

Eugene Ravdin, Head of PR at CasinoCanada, said: “The affiliate industry is moving beyond static review pages and traditional bonus listings. Community features, recurring engagement formats, and social competition are becoming increasingly important for long-term audience retention.

“Our goal is to create something more interactive and community-driven while also giving more visibility to BGaming’s slot portfolio through a format that players can engage with on a daily basis.”

Kate Puteiko, CMO at BGaming, said: “Players and the community have always been the beating heart of everything we do here at BGaming.

Online play no longer has to be a solitary activity, and tournaments like this are an excellent way to connect players and enhance everyone’s experience.

CasinoCanada shares this vision, and this collaboration is a natural extension of that.

We are excited to see our games front and centre of these tournaments and for players to begin creating memorable moments competing with them.”

CasinoCanada plans to introduce additional community features in the future, including gamification systems and forum functionality designed to expand user interaction around the tournament ecosystem.

The tournaments are now live at: https://casinocanada.com/tournaments/

The post CasinoCanada launches free social slot tournament appeared first on Americas iGaming & Sports Betting News.

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Betnova

Delasport Accelerates Canadian Growth

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Delasport continues to strengthen its position in the Canadian regulated market, now powering three live brands in Ontario while preparing for further expansion into Alberta as the province moves toward opening its regulated online gaming market.

Delasport’s technology is currently live in Ontario with TitanPlay.ca, Maverick Games, and Betnova.ca. The company provides a combination of full turnkey platform solutions of Casino, Sport, Player Account Management and Managed Services as well as its high-performance Sportsbook iFrame technology. This enables operators to launch quickly while delivering a premium user experience tailored to the Canadian audience.

With Ontario continuing to establish itself as one of North America’s most competitive regulated markets, Delasport’s growing local presence reflects the company’s long-term commitment to Canada and its confidence in the market’s continued evolution.

“Ontario is a strategically important market for us, and it has already proven to be a strong success story. Seeing multiple brands successfully operating on our technology and services demonstrates the strength of our platform in acquiring and retaining players in Ontario. We’re excited to continue this momentum as we prepare for Alberta,” said Oren Cohen Shwartz, CEO of Delasport.

As part of its next phase of Canadian growth, Delasport has officially applied for Alberta’s upcoming B2B licensing framework and is already preparing to go live with a partner operator once the market opens.

The company’s Canadian momentum is further supported by its mobile-first approach. TitanPlay’s iOS application is already available on the Apple App Store for users in Ontario, delivering a seamless casino and sportsbook experience powered by Delasport technology.

Delasport’s platform in Canada includes a wide range of personalization and engagement tools designed to enhance user retention and entertainment value.

The company has continued to position itself as one of the industry’s leading providers in regulated markets worldwide, with a strong focus on scalable technology, localization, compliance, and player-centric innovation.

The post Delasport Accelerates Canadian Growth appeared first on Americas iGaming & Sports Betting News.

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Responsible Gambling Council Urges Financial Institutions to Strengthen Protections Against Gambling Harm

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The Responsible Gambling Council (RGC) has urged Canada’s financial sector to take a proactive role in mitigating gambling-related financial harm. A new whitepaper released highlights how banks and credit unions are uniquely positioned to protect the financial well-being of their customers.

The whitepaper, Opportunities for Impact: The Role of Financial Institutions in Mitigating Gambling-Related Harm, argues that financial institutions have a unique duty of care. Financial institutions have direct access to gambling transaction data that reveals early warning signs of financial vulnerability. These indicators include rapidly shrinking savings and an increased reliance on overdrafts or credit.

“The rapid expansion of regulated gambling in Canada requires an evolved response from our financial systems. By adopting tools already proven in other jurisdictions, Canadian banks can become leaders in protecting customer financial health,” said Tracy Parker, SVP, Accreditation, Advisory & Insights at RGC.

Jurisdictions like the UK and Australia have already recognized the powerful role financial institutions play. Banks such as Monzo and Starling in the UK were the first to offer voluntary gambling blocks to their customers. Similarly, the National Australia Bank provides dedicated support pages and links to financial counseling.

RGC recommends that Canadian financial institutions implement several key strategies:

• Improving the accuracy of Merchant Category Codes to better track gambling spend.

• Offering voluntary transaction blocks and self-defined monthly spend limits.

• Providing targeted messaging and support resources within digital banking platforms.

Beyond retail banking, RGC highlights the importance of commercial relationships. Financial institutions can influence industry practices by setting high harm prevention expectations for gambling operators. Integrating these considerations into due diligence processes helps mitigate reputational and regulatory risks.

The post Responsible Gambling Council Urges Financial Institutions to Strengthen Protections Against Gambling Harm appeared first on Americas iGaming & Sports Betting News.

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