Baltics
Estonian start-up vows to revolutionise iGaming customer support with AI
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.
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.
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.
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 post Estonian start-up vows to revolutionise iGaming customer support with AI appeared first on European Gaming Industry News.
Swintt – the award-winning software provider behind recent slot sensations Big Max Pot Hunter and Big Fish – has announced it has formed a new partnership with established Lithuanian betting brand, TOPsport, that will see the studio further raise its profile in the country.
With the new deal now in place, Swintt is already live with 36 Premium releases on the TOPsport platform, with these giving players access to a roster of classically-themed games that combine the design elements of traditional land-based slots with exciting mechanics and bonus features.
Established in 2002, TOPsport is Lithuania’s first and largest gambling operator, boasting a strong bricks-and-mortar presence that includes 50 casino slot saloons spread across 26 towns in addition to its online enterprise. Given the brand’s rich land-based heritage, the SwinttPremium range seems to be ideally suited for its customers, who will enjoy the slots’ familiar look and feel.
Among the Premium options now available at TOPsport.lt, players will be particularly keen to try the acclaimed Extra Win X, which adds an innovative Bonus Wheel to the iconic fruit machine format, and Max The Winner, which features a unique gathering mechanic that sees the titular cartoon squirrel appear on the reels during the bonus feature to collect acorns and award prizes.
With these just being two of the standout examples from the new collection of Swintt slots that are now available at TOPsport.lt, the brand will be able to further cement its reputation as the country’s leading operator while Swintt continues to reach more players in the Lithuanian market.
David Mann, Chief Executive Officer at Swintt, said: “With TOPsport being Lithuania’s oldest and most-trusted betting brand, we’re delighted to be able to introduce our Premium releases to players on the platform. With all of these games offering themes and features that are inspired by traditional land-based slot machines, we’re sure they’ll prove a popular addition to their line-up.”
Linas Dargenavičius, Chief Commercial Officer at TOPsport, said: “With a diverse library of over 3,000 slot titles, TOPsport offers the most extensive selection of online casino games in Lithuania. The addition of SwinttPremium titles further strengthens our portfolio, bringing in games that resonate with players familiar with classic land-based machines. Their engaging mechanics make them a valuable extension of the experience we aim to provide.”
The post Swintt Joins Forces with TOPsport to Capitalize on Lithuanian Market appeared first on European Gaming Industry News.
Baltics
Betsson Lithuania Extends Sponsorships with FK Žalgiris and Lithuanian Basketball Federation Until 2027
Following its recent rebrand from Betsafe to Betsson, Betsson Lithuania has announced the extension of two long-standing sports partnerships – with FK Žalgiris, one of the country’s most iconic football clubs, and the Lithuanian Basketball Federation (LKF) – until the end of 2027.
These renewed agreements reinforce Betsson’s commitment to supporting sport in Lithuania and underline the Group’s continued focus on building strong local brands with international recognition.
Betsson Lithuania will remain the main sponsor of FK Žalgiris, a partnership that began in 2022 and coincided with the club’s historic qualification for the UEFA Conference League group stage – the first ever by a Lithuanian football team.
The renewed sponsorship sees the Betsson logo continue to feature prominently on the front of the club’s kit as the team enters a new era, having recently acquired its own home stadium in Vilnius.
“With such loyal partners as Betsson, we can grow and reach our goals,” said Vilma Venslovaitienė, Chairwoman of FK Žalgiris.
The partnership aims to enhance brand exposure within football audiences, further strengthening Betsson’s presence in this passionate sporting market.
Betsson Lithuania has also extended its long-term cooperation with the Lithuanian Basketball Federation, with whom it has partnered since 2016. The sponsorship supports both the federation and the national basketball team – one of the most recognisable sports brands in the region.
Aurimas Šilys, Managing Director of Betsson Lithuania, said: “Since 2016, Betsafe has been part of the international Betsson Group. In order to achieve greater synergy and increase international brand value, we are now unifying under the Betsson name. Collaborations with high-visibility partners such as the Lithuanian Basketball Federation are key to strengthening our global presence.”
Mindaugas Balčiūnas, President of the Lithuanian Basketball Federation, added: “We are pleased with the continued cooperation with Betsson – a long-term and extremely important partner who helps us grow and improve across the board. We appreciate their trust and believe that together we can achieve more victories – both on and off the court.”
The post Betsson Lithuania Extends Sponsorships with FK Žalgiris and Lithuanian Basketball Federation Until 2027 appeared first on European Gaming Industry News.
Lithuania has implemented new stricter restrictions on gambling advertising.
According to the Gaming Control Authority, the changes are transitional before a full ban on gambling advertising comes into force in 2028. Until then, gambling advertising will be restricted but allowed.
“The aim of the amendments to the Gaming Law is to reduce the accessibility of gambling and the harm it causes to society,” Sandra Vitkevičiūtę, an advisor at the Authority, said.
From July 1, gambling organisers will be able to advertise their names and brands only on their headquarters or gambling venues, while other external advertising is banned. Companies will also be able to advertise their name and trademark on their website.
Only publications dedicated to the gambling business will be allowed to publish information about gambling.
Only betting commercials will be allowed on TV, radio and the internet, but they will be limited to 15 seconds and aired no more than three times an hour between 06:00 and 18:00 and no more than twice an hour between 18:00 and midnight.
Moreover, online betting ads must not be linked to betting websites.
From July, gambling operators can still sponsor sporting events, organisations, sports broadcasts and athletes, as well as cultural or artistic events and their broadcasts.
However, the names of gambling companies can no longer be used in the names of sports clubs or leagues, but they will still be allowed to appear next to the sponsored club or athlete.
The post Lithuania Implements New Restrictions on Gambling Advertising appeared first on European Gaming Industry News.
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