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How to Organise Customer Support Services Effectively?
When launching an iGaming project, every operator faces a dilemma of how to organise its customer support services effectively. Should it be managed in-house or outsourced? SOFTSWISS, an international tech provider with over 15 years of iGaming experience, offers a cost comparison to help resolve the issue.
Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support. Based on their profound experience, SOFTSWISS experts share their insights on organising customer support services.
In-House vs Outsourced Services: Pros and Cons
Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are undeniable advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training, and managing staff, allowing businesses to focus on core operations while reducing overhead costs.
The key advantage of the in-house model and something outsourcing typically lacks is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.
When it comes to customisation, experts generally do not classify it as a distinct advantage or disadvantage of either model. At SOFTSWISS, when launching any iGaming project, the team requests operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.
Crucial Customer Support Services
When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. Based on the SOFTSWISS expertise, the golden standard comprises the following:
- First-Line Support. To ensure a smooth project flow, an operator needs at least five in-house specialists to provide comprehensive player support. With the player base growing across various locations, additional specialists will be needed to offer multilingual support.
- Anti-Fraud Support. In some projects, a single professional may be able to handle all necessary tasks. The challenge is the high cost of such experts, which can vary depending on the country of recruitment.
- VIP-Player Support. VIP players generate around 60-80% of the project’s revenue and need an exceptional approach.
- Ongoing Retention Support. Developing marketing strategies and clear action points for increasing player loyalty and retention takes a lot of time and requires profound industry experience.
The costs for setting up an in-house service to address the above functions start at 25,000 euro, whereas outsourcing can reduce these expenses by nearly half.
Enhanced Customer Support Services
Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:
- Initial Retention Setup. It is a one-time service for preparing player segmentation and setting up welcome letters, bonuses, and promotional campaigns, allowing the project to start operating fully from day one. This service does not require ongoing attention.
- Player Reactivation. Experienced professionals help manage failed payments, and reactivate dormant players.
- Content Management. This service ensures a seamless user interface, up-to-date content, and a robust communication system. A clear and user-friendly website helps attract users and convert them into active players.
The minimal costs for additional services stand around 7,500 euro and differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.
Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business. It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.
In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”
The SOFTSWISS will take part in the SBC Summit Lisbon on 24–26 September. To get more insights, partners can book a meeting at stand B-160.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post How to Organise Customer Support Services Effectively? appeared first on European Gaming Industry News.

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Slovakia Publishes Groundbreaking Report on Illegal Online Gambling
The Institute for Gambling Regulation in Slovakia (IPRHH) has published the country’s first comprehensive report dedicated to illegal gambling. The study, titled The Black Book of Illegal Gambling, was officially presented at Bratislava’s Einpark and is now publicly available online.
The landmark publication explores the structure, mechanisms, and social impact of illegal gambling operations in Slovakia, with a particular focus on unlicensed online platforms. According to the report, these operators bypass national regulations, exploit vulnerable groups, and deprive the state of hundreds of millions of euros annually in lost tax revenue.
Key Findings From the Report
The study is based on a nationally representative survey conducted by IPRHH in cooperation with the Slovak Academy of Sciences. Among the most striking results:
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23.7% of players – nearly 296,000 Slovaks – admitted to gambling on unlicensed platforms.
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24.1% of players could not determine whether the sites they used were legal.
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Younger users and those with lower levels of education were the most likely to engage in illegal gambling.
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13.1% of users admitted to gambling illegally because they were listed in the national Register of Excluded Persons (RVO), which should block them from licensed gambling.
“These sites ignore every safeguard that licensed operators must follow,” explained Dávid Lenčéš, Executive Director of IPRHH. “There are no limits, no identity checks, and no protection against addiction. And if you lose money, you have no legal recourse.”
Why Players Choose Illegal Platforms
Survey respondents highlighted several reasons for using unlicensed gambling sites:
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Higher bonuses (32.5%)
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Better odds (29.5%)
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Easier registration (29.1%)
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Wider game selection (27.4%)
Shockingly, only 42.2% of players actively check for a Slovak license, while 43.2% cannot distinguish between legal and illegal gambling advertisements.
Policy Recommendations
The IPRHH warns that illegal gambling costs Slovakia hundreds of millions of euros each year, money that could otherwise support healthcare, education, and addiction prevention programs.
The institute recommends a multi-pronged strategy to combat illegal operators, including:
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More effective blocking of unlicensed websites
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Stronger cooperation with banks and payment providers to block transactions
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A national public awareness campaign
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Stable conditions for licensed operators who contribute to the economy
Lenčéš also cautioned against excessive taxation of legal operators:
“If governments dramatically increase taxes on licensed operators, they risk pushing players further into the illegal market. Regulation should protect the public, not unintentionally support criminal ecosystems.”
About IPRHH
The Institute for Gambling Regulation (IPRHH) was founded in 2024 to promote effective, transparent, and responsible gambling regulation in Slovakia. Led by Executive Director Dávid Lenčéš, former Chairman of the Slovak Gambling Regulatory Authority, the organization works to address modern challenges such as digitalization, illegal gambling, and player protection.
The full report, The Black Book of Illegal Gambling, is available for free download (in Slovak) here: Download Report. An English version is currently in preparation.
For international inquiries or interview requests, contact: [email protected]
The post Slovakia Publishes Groundbreaking Report on Illegal Online Gambling appeared first on European Gaming Industry News.
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Red Rake Gaming strengthens its expansion in Switzerland through partnership with 7Melons.ch
Red Rake Gaming, a leading provider of premium online casino content, announces its partnership with 7Melons.ch, the official online casino of the prestigious Grand Casino Bern, further strengthening its position in the regulated Swiss market.
7Melons.ch, launched in 2020 following the legalisation of online gaming in Switzerland, operates under an official Swiss concession (Konzession) and offers an authentic, safe, and fully licensed local experience. Backed by the strong reputation of Grand Casino Bern, the platform stands out for its commitment to player protection, secure transactions, and a mobile-optimised gaming environment.
As part of its growth strategy, 7Melons.ch is focusing on CRM automation, localised acquisition campaigns, and enhancing its VIP experience. The operator is investing in performance marketing, expanding its game portfolio, improving platform features, and building long-term brand equity, with the goal of becoming one of the leading names in Swiss online entertainment.
Nick Barr, Managing Director at Red Rake Gaming Malta, commented: “We are delighted to collaborate with 7Melons.ch and Grand Casino Bern to bring our top content to Swiss players. The platform combines the trust of a historic brand with a modern and secure digital experience, making it the ideal partner to expand our presence in this region. We are confident our games will deliver added value and exciting experiences for players in Switzerland.”
This collaboration reinforces Red Rake Gaming’s commitment to creating innovative content tailored to local regulations and designed for highly regulated markets. Players in Switzerland will have access to a wide and diverse game portfolio, featuring standout functionalities, interactive mini-games, and a safe, immersive gaming experience.
The post Red Rake Gaming strengthens its expansion in Switzerland through partnership with 7Melons.ch appeared first on European Gaming Industry News.
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BC.GAME Launches “Nezha” Slot with Up to 46,656 Ways to Win and 10,000x Max Payout
Global crypto igaming platform BC.GAME has announced the release of its brand-new video slot — “Nezha”. Featuring a 6-reel × 4-row base layout with 4,096 ways to win, the game can expand to 6 rows high and up to 46,656 ways through special symbols, offering players the chance to win up to 10,000x their bet. Inspired by the legendary Chinese mythological hero Ne Zha, this high-volatility slot blends traditional artistry, immersive storytelling, and innovative gameplay for an epic reel-spinning adventure.
Mythical Theme & Immersive Experience
In “Nezha,” players will embark on a quest to help the hero reclaim his powers and turn the tide against the Dragon King and his mighty army. Stunning visuals depict Ne Zha, dragon warriors, and deep-sea monsters as high-value symbols, set against an elegant landscape infused with Chinese ink-painting aesthetics and a battle-charged atmosphere.
Key Features
- Multi-way Wins: Base layout offers 4,096 ways to win, with Demon Pearl symbols expanding reels up to 6 rows high for a maximum of 46,656 ways.
- Spirit Pearl Wild: Appears on reels 2–5, expanding to cover the full reel and stacking multipliers up to 6x. Multipliers from multiple Spirit Pearls are added together.
- Demon Pearl Symbol: Reveals random high-value symbols and increases reel height for more win possibilities.
- Cascade Mechanic: Winning symbols are removed, and new symbols fall in, creating opportunities for consecutive wins.
- High RTP: Theoretical return to player reaches 97.29%, offering long-term high potential.
Dragon War Bonus Game
Collecting 3 or more Tianyuan Ding Scatter symbols to trigger the Dragon War Bonus Game:
- 3 Scatters award 10 Free Spins
- 4 Scatters award 13 Free Spins
During the Bonus Game, at least one Demon Pearl symbol is guaranteed to land on each spin. Additionally, every sequence of four consecutive cascade wins transforms one high-value symbol into a Wild and awards two extra Free Spins. The highest-value symbol remains unchanged but receives an incremental multiplier with each winning combination it contributes to.
Buy Bonus Options
Players can instantly access special features:
- Bonus Boost Special Spins: Enhances the likelihood of triggering the Bonus Game by a factor of six.
- Spirit Spins: Ensures the appearance of at least one Spirit Multiplier and one Spirit Pearl symbol on every spin.
- Buy Bonus Options – “3 Tianyuan Ding” / “4 Tianyuan Ding”: Allows direct access to the Bonus Game with 10 or 13 Free Spins, respectively.
- Destiny Draw: Offers a randomized entry into the Bonus Game, awarding either 10 or 13 Free Spins with a 50/50 probability.
Big Wins & High Potential
From the base 4,096 ways to the expanded 46,656 ways, “Nezha” offers exciting winning potential. When a single round reaches the 10,000x bet cap, the round ends immediately, awarding the capped prize.
“Nezha” is now available on BC.GAME across desktop and mobile platforms.
About BC.GAME
BC.GAME is a global crypto iGaming platform offering casino, slots, and sports betting, with full cryptocurrency support and innovative, provably fair games for players worldwide.
The post BC.GAME Launches “Nezha” Slot with Up to 46,656 Ways to Win and 10,000x Max Payout appeared first on European Gaming Industry News.
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