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Stoiximan/Betano bets on customer experience as European expansion continues
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As the leading online gaming operator in Greece, Stoiximan is well-versed in the art of using customer service as a key brand differentiator in the wider European and international iGaming markets. Stathis Loverdos, Director of Services at Stoiximan/Betano opens up about the crucial role customer service plays in live sports betting and why his company’s current focus on self-service capabilities with Zendesk is only the beginning…
What’s the key to your success and how did you approach expanding into new territories such as Germany?
In the gaming industry, every touchpoint with the player is an opportunity to deliver an exceptional customer experience, to stand out from the crowd, create brand loyalty and increase a player’s lifetime-value. Stoiximan/Betano’s user-centered philosophy means providing exceptional customer support and that has always been an important part of our growth strategy. In the gaming industry there are lots of products that offer similar value, so customer service can be a decisive factor in customer loyalty.
As well as continuously upgrading our internal customer service systems, both in software and process innovation, at Stoiximan/Betano we have heavily invested over the years in creating our own technology thanks to our talented personnel. With more than 650 employees the company has evolved to become the largest GameTech company in Greece and one of the fastest growing in Europe, producing technologically advanced products and delivering an immersive gaming experience.
Based on our successful modus operandi in Greece, we are now present in six markets using the name Stoiximan in Cyprus and the Betano brand in Germany, Austria, Romania and Portugal.
What is unique about working in the Greek betting market and how do any specific challenges differ from those across other European markets?
Each market has to be treated differently and we strategically enter regulated, or soon to be regulated, markets with uniquely identifiable characteristics. We localise offering a special, tailor-made gaming experience to the countries we operate, custom features to assist our members and catapult their experience while always tending to their needs. Therefore, Greece was actually born out of that need. Stoiximan/Betano Group is a 100per cent Greek company marketed as a platform offered by players for players and grasping that need of the Greek market at the time to deliver unique personalised experiences to its members, with top-notch CRM & Marketing communications and distinct customer support. At the same time, Stoiximan created a big portfolio of a wide range of affiliates trusting the brand and its dynamics, promoting to the world and helping them throughout the brand building process. Furthermore, the Greek market has experienced players that need to feel respected and appreciated as they understand the product deeply. Greece is a more Sportsbook-oriented market that loves seasonal Casino endeavours, while its online users want to be assisted in a very fast pace. Therefore, besides product, we created an impressive in-house Customer Support team, without outsourcing any form of communication, ready and dedicated to their cause. To make our users feel like Stoiximan members.
In terms of appealing towards the growing millennial market through social media, what trends have you seen in recent months and where do you see the future of social media evolving for players?
Providing quick and accurate responses is very important for our customers. We are now using apps such as Viber and WhatsApp to provide immediate feedback and resolve any issues quickly and efficiently. We believe that these are the channels of the future, particularly for the gaming industry.
As our millennial customers are increasingly embracing social apps for customer support, we decided to use Zendesk, a software application which provides us with the flexibility to add new channels as our customers’ needs evolve. Currently 55% of Stoiximan and Betano’s customer communication comes through live chat and 18% via email, while Viber and other social apps are responsible for 12% of the customer enquiries. The remaining 15% of customer interactions are allocated to voice channels.
You’re developing self-service capabilities; do you feel there’s a reluctance from traditional gaming brands to embrace this technology and why is it important to work with companies like Zendesk to push technological advances forward?
We are planning to introduce self-service capabilities to provide structured guidance that addresses the most common customer enquiries via an online FAQ content hub. The company is also planning to use Zendesk’s dynamic content feature, which offers automated translation, to make this content available into multiple languages. Zendesk offers great flexibility and rich product capabilities that allow us to continuously improve our customer service operations.
Zendesk provides a variety of data about the nature of the customer enquiries and the way our customer support team is handling them. We can track a number of metrics, including first contact resolution, reply times vs wait times, number of tickets resolved and many others. Moreover, the platform allows us to combine data from different business apps and create easy to understand visual dashboards, graphs and charts. Zendesk is smooth for agents and smooth for our customers. It also offers a lot of great features that help us improve efficiency. For instance, triggers and automations is a very powerful feature as it helps us to prioritize urgent issues, so that we can address them effectively. This also allows us to classify the customer requests in different categories and allocate the tickets to the right agents to ensure each customer request is dealt with quickly. We also use macros to automate simple tasks, which helps us improve efficiency.
Moving forward, we are planning to integrate Zendesk more closely with our business applications and expand the use of the company’s product functionalities to get a more comprehensive view of customer interactions across all channels. As a customer-focused business, we are fully committed to providing exceptional service to our customers and working with Zendesk has helped us to deliver on this promise.
With the future of European iGaming in flux as the possibility of tighter compliance and AML requirements loom, how is Stoiximan using data and social media to ensure a successful future?
First of all, we must say that for Stoiximan / Betano, Responsible Gaming is not a contractual obligation as it is also stipulated in the regulation that all trusted providers must comply with. As a company, we invest in partnerships and initiatives that protect the player from excessive betting and ensure a credible environment where everyone can enjoy the game responsibly. Furthermore, we have adopted an approach developed around the Responsible Gaming policy and the AML (Anti-Money Laundering) prevention policy.
In this context, we have developed mechanisms for the self-protection of players. These mechanisms include the ability to set financial thresholds up to and including self-exclusion, and maintaining informed decision-making policies in order to provide us with insight into the quality of player activity. We have also hired a team of specially trained agents who are able to identify instances of problematic betting behavior, to ensure responsible play. Data analytics tools are also key to helping Stoiximan/Betano manage its customer support team more effectively. We receive weekly reports which provide a detailed breakdown of activity by hour and day, so that we are able to use this data to assess the value of our customers` activity.
We are also a member of the International Betting Integrity Association (formerly known as ESSA) thus further enhancing the worldwide effort to safeguard integrity and prevent corruption in the context of betting. At this level and taking into account Anti-money laundering cases that concern the betting market internationally, at Stoiximan/Betano we implement mechanisms with the support of Artificial Intelligence and especially Machine Learning, so that we can recognize suspicious transactions and notify National Financial Authorities and regulators immediately.
How do you measure the impact of the customer experience with players? Are you predominantly focused on retention and spend or is there more to it?
Retention is obviously a critical indicator when measuring the overall engagement of players towards your product & services as it shows a general trend towards returning customers. Of course, retention rate cannot be the sole criterion when assessing CX as these may lead to certain fallacies that you cannot foresee from Retention figures.
At Stoiximan/Βetano, we not only look at the retention and spend capability of our users but evaluate quality indicators, as we want to develop a stronger and more engaged relationship between our agents and our clients. To ensure the best possible experience, Stoiximan/Betano has invested in one of the best customer relationship management system internationally. The goal was to integrate all channels so that the Customer Support team can share customer information and history at the same time and gain the capacity to evaluate the efficiency of our agents in relation to user requests and activity.
As Stoiximan/Betano was growing, it was necessary to ensure and expand customer service operations across different markets. We chose Zendesk because it offered great scalability and allowed us to centralize all customer interactions into a single platform.
Since the introduction of Zendesk in 2018, our customer satisfaction score has increased by 8% and the efficiency of resolving customer enquiries has improved dramatically. For instance, our one touch resolution rate is 97%, which means that the majority of the roughly 95,000 customer enquiries that the support team receives every month are resolved with a single agent response. Moreover, 77% of the emails adhere to the service level agreements (SLA) set for each customer segment. Most importantly, Stoiximan/Betano has been able to consolidate all interactions with the customer into a single platform and scale support to match the company`s growth. Understanding the key customer experience metrics and applying them at appropriate stages with the most important customers is paramount. Customer journey analytics can play a key role in this endeavor by providing a journey-driven perspective and improving your return on your investment in customer experience measurement.
Zendesk is expanding its reach within the online gaming industry working with operators and partners in new territories across the globe. To learn more about how the company is working with customers like Stoiximan/Betano, visit the Zendesk team at this year’s SiGMA at Stand S40.
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Stoiximan/Betano bets on customer experience as European expansion continues
Latest News
JioBLAST Launches All Stars vs India powered by Campa Energy: A New Era of Creator-Driven Esports Entertainment
Reading Time: 2 minutes
JioBLAST today announced the launch of JioBLAST All Stars vs India powered by Campa Energy, an exciting new creator-led, competitive entertainment format featuring BGMI, that brings gaming icons and fans together on one stage. The high-octane event will take place on 29th–30th November 2025 at NESCO, Mumbai, with registrations open on the JioGames app.
JioBLAST All Stars marks JioBLAST’s debut in India’s rapidly growing gaming and esports entertainment landscape and will headline GamingCon Bharat 2025, one of the country’s premier gaming festivals. Designed for India’s massive gaming audience base, All Stars vs India is a unique format that allows fans to either team up with or take on their favourite creators, transforming audiences into participants in an immersive, interactive show experience.
The tournament is a first-of-its-kind creator-led esports entertainment format featuring two fan-driven competitions, including a Jio Solo Tournament, exclusive for Jio customers to play with their favourite stars and an open Team Tournament for squads across India to play against the All stars.
Speaking on the announcement, Charlie Cowdrey, CEO, JioBLAST, said: “We’re thrilled to launch JioBLAST All Stars vs India, a fan-first, creator-powered format designed to bring India’s next wave of gamers into the spotlight. This is just the beginning of how JioBLAST will redefine competitive entertainment in India – more events, bigger line-ups, and new formats that level up every season. We’re thankful to KRAFTON for enabling us to bring this experience to the BGMI community.”
On the partnership, Megha Raturi, CMO, Reliance Consumer Products Ltd, said: “Campa Energy is more than a beverage; it’s an attitude. By partnering with JioBLAST, we’re tapping into the spirit of India’s unstoppable youth, those rewriting the rules of competition and resilience through gaming. All Stars vs India is a celebration of that unbreakable drive.”
At its core, JioBLAST All Stars represents a new era of competitive entertainment, where creators, fans, and communities converge in a format that celebrates participation. With open online qualifiers for players, JioBLAST is enabling aspiring gamers to share the stage with some of India’s most followed and respected gaming content creators at GamingCon Bharat.
Star-Studded Creator Line-up
- Payal Gaming
- Shreeman Legend
- Soul Regaltos
- Snax Gaming
Fans can qualify through open tournaments hosted on JioGames, leading to the Creator vs Community showcase matches on the main stage. The live event will feature professional production, live shoutcasting, fan meet-and-greets, and exclusive creator-driven content, ensuring a premium experience both on-ground and online.
JioBLAST All Stars vs India Registration Details:
- Event: JioBLAST All Stars vs India powered by Campa Energy
- Venue: GamingCon Bharat, Nesco, Mumbai
- Dates: 29–30 November 2025
- Game: Battlegrounds Mobile India
- Registrations to compete: Open until November 14th on the JioGames app
- Team Tournament: Open for all players across India
- Jio Solo Tournament: Exclusive for Jio users
- Total tournament Prize Pool : INR 10,00,000
Gaming enthusiasts can buy GaminCon Bharat 2025 tickets from District by Zomato. JioBLAST is a joint venture between Jio, BLAST, and RISE Worldwide Limited, combining Jio’s 500+ million-strong digital ecosystem with BLAST’s global expertise in esports entertainment and RISE’s leadership in sports and event management. Together, they aim to build India’s most engaging and scalable esports IP ecosystem – from world-class tournaments to creator-driven entertainment formats.
With India emerging as one of the world’s largest gaming markets and the Online Gaming Bill 2025 actively supporting industry growth, JioBLAST is set to accelerate the nation’s journey towards becoming a global esports powerhouse.
The post JioBLAST Launches All Stars vs India powered by Campa Energy: A New Era of Creator-Driven Esports Entertainment appeared first on European Gaming Industry News.
Reading Time: 2 minutes
Rapidly-expanding software provider enters its 13th regulated market following Italian regulator’s approval of Elysium Studios – Driven by Swintt titles
Having previously outlined its intentions to enter more regulated markets throughout 2025, sought-after software provider Swintt has announced that it has now officially been greenlit by Italy’s Agencia delle Dogane e dei Monopoli (ADM) to offer its slots in the country.
The new certification has initially been granted for Elysium Studios – Driven by Swintt titles, and though further approval is planned for both SwinttPremium and SwinttSelect releases in the not-too-distant future, the provider has already put pen to paper with two of Italy’s leading operators.
Launched in 2024 following Swintt’s acquisition of Elysium Studios, Elysium Studios – Driven by Swintt is a cutting-edge collection of releases that incorporates elements of social, mobile and casino gaming to deliver a more engaging experience that’s custom-made for the modern player.
Featuring inventive themes, innovative features and intuitive, mobile-first game mechanics, some of the biggest hits to come from the collaboration to date include the quirky, folk lore-inspired I Hate Fairytales and the swashbuckling skull and bones epic, Pirate Pledge Hold & Win.
Given both titles boast a cast of characters that includes everything from punk rock princesses to salty sea dogs and a huge selection of rewarding bonus rounds, the two games and many more from the Elysium Studios line-up are certain to prove a popular addition among Italian audiences.
With Swintt’s successful acquisition of ADM certification now paving the way for the provider to enter its 13th regulated market, the decision will significantly expand the company’s European footprint and enable it to form further partnerships with Italian operators in the months to come.
David Mann, Chief Executive Officer at Swintt, said: “At Swintt, our focus has always been on ensuring that our content gets put in front of players in as many regulated markets as possible – and acquiring ADM approval to offer our games in Italy is another significant step on this journey.
“As an established iGaming market with a huge emerging player base, we feel our Elysium Studios – Driven by Swintt line-up can make a big impact in the region and we look forward to being able to roll out our other core line-ups very soon.”
The post Swintt games go live in Italy after receiving ADM certification appeared first on European Gaming Industry News.
Reading Time: 6 minutes
Here are this weeks latest slots releases compiled by European Gaming
Relax Gaming is diving to the ocean floor for Treasure Tumble Dream Drop, an 8×8 cluster-pays adventure in the hit Tumble series starring fearless explorer Scarlett Spinz. Momentum is everything as position multipliers build, cluster wins cascade and a suite of blocker-busting power-ups keeps the action flowing, with a maximum win potential of 10,000x.
Get ready for a fresh, fruity adventure with Amusnet’s newest slot – 20 Bulky Fruits Buy Bonus! This colourful game brings classic fruit symbols to life across 20 paylines, offering plenty of ways to hit winning combinations and enjoy nonstop excitement. The Buy Bonus feature lets you jump straight into the action, unlocking bonus rounds whenever you want for instant thrills.
TaDa Gaming, has added to its renowned TriLuck series with a classic Chinese themed slot game, 3 Lucky Baozhu. Offering multiple ways to win, 1000x max and 97% RTP, this gorgeously colourful game sparkles and crackles with fortune and good luck. The five reels, three rows, 50 fixed paylines grid holds traditional symbols including Caishen god of wealth, lucky red envelopes, lanterns and musical instruments.
Spinomenal has released Demi Gods VII Ultra Mode as part of its hugely successful Demi Gods Series. This is a 5×4 reel 50 lines video slot that takes players on an epic journey through the realm of the immortals, where financial fate rests with the gods. A powerful, surging soundtrack amplifies the gameplay and makes for a thunderous reels experience.
Endorphina has released its newest Halloween title, 3 Witch Pots. The slot features 5 reels, 4 rows, and 40 fixed paylines. This Halloween addition to the Endorphina slots portfolio takes players on a mystical journey to help a skillful witch’s lair.
Witness the downfall of John, a man of order, a devoted father, a loyal husband and a pillar of routine. Nolimit City’s latest release, Disorder, unearths the twisted origin story of Mental and Mental II. This highly anticipated slot falls under the extreme themed category of Nolimit City slots such as Serial and Disturbed.
BGaming invites players to saddle up and head to the Wild West in the brand-new Wild Wick online slot. The game is the latest to be developed in collaboration with Strmlytics, a leader in live-streaming data analytics. Wild Wick introduces players to a charismatic bounty hunter inspired by classic Western Heroes from Clint Eastwood’s Man with No Name and Terence Hill’s Lucky Luke to the animated cowboys of the Soviet cartoon Treasure Island.
Stakelogic is closing out spooky season in style with Soul Slayer, a gripping slot experience where every spin becomes a battle for survival. Set in a world consumed by demonic forces, Soul Slayer challenges players to embrace their inner warrior and strike back with precision, fury, and Wild-filled rewards.
Red Rake Gaming presents Get the Coins!, a slot that combines gold coins with Major, Minor, and Grand prizes in a dynamic, fast-paced experience. This release offers rapid gameplay and an exclusive Mini-Game that delivers unique reward opportunities in every session. With its 3×3 reel format, each spin can generate coins and trigger the “Get the Coins!” Mini-Game with collectible coins whenever at least one coin appears on each reel.
Spinmatic announced the launch of Elemental Fusion, a revolutionary title that fuses the mechanics of Video Slots with the engaging features of Plinko games. This innovative product release highlights Spinmatic’s commitment to developing unique and compelling gaming experiences for the igaming market.
Amusnet has released 20 Golden Coins: Reel Fishing, a next-generation video slot that combines the charm of the game classics with the thrill of modernity. This 5-reel, 20-payline release brings the joy of fishing to life with vibrant visuals, engaging features and a soundtrack that fully immerses players in a sunny day by the water.
Evoplay has launched Sky Sentinels, a new slot that lets players decide their fate under the Egyptian sky. Every spin offers a choice between the Sun and the Moon. The radiant Sun guides wins from right to left, while the mysterious Moon moves them from left to right, each creating a unique way to play and win.
Million Games has announced the launch of Gatsby Gold, a 5×3, 243-ways video slot that combines the elegance of 1920s art deco with dynamic modern gameplay. The game offers 243 ways to win, a 96.3% RTP, and a maximum payout of 8,100x the bet, making it as rewarding as it is stylish.
Evoplay has launched Young Deer Song, a festive high-volatility slot that takes players deep into a mystical forest where nature’s creatures lead the way to great rewards. As the moon rises over the treetops, the reels come alive in this Christmas themed title with the fox, owl, raccoon, and wolf, each carrying their own charm and fortune.
Take to the skies and soar like an eagle, then swoop in and grab big wins by spinning the reels of Thunder Eagle Hold and Win Extreme from Booming Games. This action-packed, feature-filled slot is a wild adventure with a chance to win up to 10,000x. Thunder Eagle Hold and Win Extreme is a 5×3, 25-fixed payline slot.
Squid Gold X2 by 18Peaches invites players to dive deep into a world of mystery, magic and forgotten riches. Set within a sacred castle filled with ancient relics and hidden chambers, every spin feels like a step deeper into the unknown. The legendary golden squid is said to guard untold fortunes, and only the bravest adventurers will uncover its secrets.
With Swintt having already opened the way to a world of wonder in the original Lucky Fortune Door, this month the award-winning software provider is back in action again with Lucky Fortune Door Wild – an exciting reboot that gives players even more ways to win! Like its SwinttPremium predecessor, Lucky Fortune Door Wild is a five-reel slot that can be played with either five or ten paylines.
The post Week 45/2025 slot games releases appeared first on European Gaming Industry News.
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