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Gamesys builds on “transformative” year with 360º customer experience focus

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Following a landmark 2019, Lee Fenton, the CEO of the newly formed Gamesys Group, reveals how a recent integration of Zendesk’s customer service and engagement platform is providing the groundwork for Gamesys’s ventures/brands.

With over 1,300 employees across 16 group offices worldwide Gamesys puts a lot of emphasis on ensuring the best customer service across all your brands, how has your recent transformation via Zendesk enhanced your focus on customers?

Zendesk has set the foundation for our 360º view of the player initiatives for 2020. Being able to look at our players in different contexts while all within one unified system, gives us the ability to provide a personalised experience for our players based on their preferences and needs. Our players may prefer to engage with us on social channels, receive a call-back or search for the answer to their issue without ever engaging with our advisors. Zendesk has allowed us to introduce these options and enhance our existing channels increasing our teams’ capacity.

Zendesk has also provided us with an invaluable insight into what our players expect from our customer experience team. This enables us to personalise our player’s experience even further as we roll-out the next phases of our customer care platform. Our ultimate aim is to ensure that we provide the best experience, via the right channel, within a safe and responsible environment.

 

Gamesys’ customer service transformation required collaboration across multiple teams to get buy-in and transform their service centres, what’s the key to keeping everyone on message?

To understand the magnitude of collaboration that was needed to enact this change, 21 teams actively contributed to the successful selection and 82-day roll-out of Zendesk. The success of the initial rollout came down to personal investment, a willingness to engage and constructively work through competing priorities and a commitment to improving both the experience and toolsets for our players and advisors.

 

Not many companies have to provide market-leading customer experience to a global player community, what are your top priorities in terms of anticipating your customers’ needs?

Our top priority for 2020 in the customer experience space is to provide the best entertainment to our players within a safe and responsible environment. This relationship demonstrates our commitment to understand and care for our players and enables us to provide the most enjoyable customer experience.

Zendesk provides a unified view of the player, multiple avenues to reach out to our community and contributes intelligence which we use to refine our predictive models which identify users who may potentially be at risk.

As regulations evolve, it is vital that we continue to demonstrate our commitment to compliance. Zendesk provides us with tools for rigid GDPR compliance, auditing and reporting for KYC and AML.

 

How do you measure the impact of the customer experience with your customers, are you predominantly focused on retention and spend or is there more to it?

We want to build long-term sustainable relationships with players. We measure the impact of their experience through their engagement with our brands throughout their lifetime rather than spend.

We are always looking to invest in our players and their experience, and this gives us a competitive advantage in the marketplace. We are in the entertainment business which is at the heart of the reason why players visit our sites. Our focus is providing enjoyment whilst empowering them with the tools to control their play. By providing a frictionless customer experience, we enhance the value of the brand which helps in our goals of creating a sustainable responsible business and organically drives brand awareness and retention.

 

Bingo players and operators are unique compared to other sectors of the gaming community. Where do you see the key differences in providing customer service to this sector than say land-based casinos or slots customers?

For our online Bingo-led brands, we have a vibrant social community who enjoy engaging with other members and our Chat Hosts. Our community is often the first to provide us with constructive feedback on our games and engage with us if there are any issues on the site that may need attention. This community feel is not unique to our Bingo players and can be equally applied to other segments of our poker and casino communities. At Gamesys, we have found that brand, player demographics, and a player’s persona influence the type of customer experience one would most prefer to receive — whether that be via phone, email, chat, or even self-service.

 

As an award-winning, leading global operator, what does Gamesys’ vision look like in the next decade and what part do your service centres play in this?

We continue to invest in the Gamesys Group multi-brand strategy and we recently launched a new site with Scientific Games which is dedicated to one of the UK’s most popular slots, Rainbow Riches.

We will also continue to develop our existing ventures while expanding into new markets. As we know from entering new markets such as Germany, Sweden, and Japan, each market comes with unique challenges, opportunities and regulatory compliance requirements. Our advisors and the player experience we provide will continue to adapt and remain flexible so that we can respond continually to meet our player’s expectations.


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: Gamesys builds on “transformative” year with 360º customer experience focus

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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LuckyStreak launches new SmartStudio greenscreen technology with WinSpirit

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Casino operator’s greenscreen-powered Live Blackjack experience to deliver immersive, custom gameplay and deeper brand engagement

LuckyStreak, the Riga-based live games provider, has launched its fully customisable SmartStudio greenscreen technology with online casino operator WinSpirit, delivering a high-spec branded Live Blackjack experience.

The integration gives WinSpirit the ability to completely customise every visual element of the blackjack environment, from the set, walls and floor, to the dealer’s backdrop, with the brand’s logo and colours. This creates a high-impact, bespoke experience that drives stronger engagement between brand and player.

LuckyStreak’s green screen solution lets operators like WinSpirit create fully customised, branded live casino environments without needing physical set builds. It’s flexible, fast, and cost-effective. Operators can choose different backgrounds, themes, branding elements – even switch between them dynamically if needed.

Designed with flexibility and fast deployment in mind, LuckyStreak’s highly advanced SmartStudio system offers chroma system keys in full HD with low latency, to promise razor sharp streams. The technology offers studio-grade production, multi-camera greenscreen and a semi-dedicated table layout that enables precise drop logos, video and stills layering and vibrant colour matching. The result is a deeply immersive and visually distinct blackjack game that perfectly aligns with WinSpirit’s brand identity.

This launch reinforces LuckyStreak’s commitment to delivering versatile and custom solutions for operators looking for more tailored and brand-led experiences across their live casino offering.

Ido Kamiel, COO at LuckyStreak, said: “We’re delighted that WinSpirit has chosen to enhance their players’ blackjack experiences with our greenscreen technology. It is designed to be highly flexible to meet our customers’ diverse and individual branding needs, and simple to deploy, to really enable us to forge closer relationships between player and brand, and to ensure that those meaningful moments are unforgettable.

“We are pleased to say that this is being reflected in longer and more involved player sessions compared to their generic table KPIs.”

Oleksandr Kotsenko, Business Development Lead at WinSpirit, said: “At WinSpirit, we’re always focused on offering players more choices and enhancing their gaming experience.

“Our partnership with LuckyStreak has been a perfect step in bringing this vision to life. We’re excited about this partnership and confident that LuckyStreak will delight our players while making a fantastic addition to our library.”

The post LuckyStreak launches new SmartStudio greenscreen technology with WinSpirit appeared first on European Gaming Industry News.

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Casino Guru Awards 2025: Winners decided, spotlight turns to the Live Gala in Malta

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A Celebration of Fairness, Responsibility, and Innovation in iGaming

The countdown is on for the Casino Guru Awards 2025, where the most impactful and forward-thinking figures in the online gambling space will be honored. After an intensive evaluation period, the panel of expert judges has already cast their votes. The winners are now known—though kept under tight wraps—awaiting their official reveal during the gala evening.

The Gala Ceremony, taking place on June 6, 2025, at the prestigious Hilton Hotel in St. Julian’s, Malta, will bring together key stakeholders from across the industry to celebrate excellence in transparency, fairness, and player protection. This year’s event continues to spotlight initiatives that drive real change, showcasing responsibility and innovation at the heart of iGaming.

In addition to the categories evaluated by the judges, the Players’ Choice and Voice of the People awards have engaged the wider public—highlighting community involvement. Notably, the Voice of the People category attracted over 150,000 public votes, underscoring the growing influence and reach of the Awards.
“It’s truly inspiring to witness such a strong response from the global community. The number of nominations and public votes speaks volumes about how well-known and meaningful these projects have become,” said Daniela Sliva, PR & Creative Projects Director at Casino Guru.

Since the launch of the 2025 edition, the Awards have attracted nearly 600,000 visitors, generated hundreds of nominations, and reflected a growing movement toward greater accountability in the industry.
The shortlist represents a diverse mix of organizations pushing boundaries and raising standards in responsible gambling—including notable names such as EveryMatrix, DraftKings, Pragmatic Play, BGaming, Soft2Bet and more. The evaluation phase involved detailed questionnaires, evaluation calls with shortlisted companies, and a transparent scoring framework. To preserve credibility and impartiality, judges disclosed all potential conflicts of interest before the review process began.

Gala highlights
Hosted by renowned presenter Martin Sepiano, the evening promises an engaging blend of insight and entertainment:

  • Panel Discussion with Judges – A rare behind-the-scenes look into the evaluation process and the values driving the Awards.
  • Live Performances by Jessica Micallef & Band
  • Special Dance Act by The Snake Venom Project Dancers
  • Afterparty at Tiffany Lounge with DJ Luke Panza

With anticipation building, the Casino Guru Awards 2025 Gala promises not only to reveal the industry’s top performers, but also to foster meaningful dialogue about the future of fair and responsible gambling. Whether judged by a panel of experts or chosen by the public, each nominee has contributed to shaping a more transparent and ethical iGaming landscape.

The post Casino Guru Awards 2025: Winners decided, spotlight turns to the Live Gala in Malta appeared first on European Gaming Industry News.

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Xanada Pitch Contest Closes with $50K Winner, Public Choice Winner, 100+ Startups involved, and Global Founder Momentum

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At this year’s NEXT Summit in Valletta, the Xanada Pitch Contest — one of the most talked-about investment events in the industry — reached its finale.

Organized by Xanada Investments, the contest brought together startups, investors, and business leaders for a high-stakes pitch competition that reflects the fund’s mission: to support bold founders building the future.

The finalists — Sweepium, Jurnii, MoneyPools, BetRaze, and StatsDrone — delivered top-tier performances during a high-stakes pitch battle on May 8 in Valetta. Each had undergone an in-depth selection process and an on-stage rehearsal that resulted in one of the highest-quality showcases the industry has seen, judged by:

  • Vladimir Malakchi (CEO & Managing Partner at Xanada Investments)
  • Pierre Lindh (Co-founder & Managing Director at NEXT.io)
  • Dmitry Belianin (CEO & Founder at Belianin)
  • Justin Paul Anastasi (CEO at VentureMax)

For many, the contest’s impact extended beyond the stage:

“The Xanada pitch contest provided our start-up with a platform to not only showcase our business to the four judges, but to the whole industry. Our pitch led to a number of concrete opportunities from investors, advisors and potential clients. It was a huge and rare opportunity to stand side by side on the biggest stage with the best of the industry”.

Fraser Dunk, CEO at Jurnii

“The Xanada Pitch Contest did everything we hoped for and more when it comes to getting investor intros. Not only did we get the attention, the interest from investors is stronger than without. Even for investors knowing we were pitching has opened doors. This event will be a pivotal moment in our growth and journey of our company. We are forever grateful to Xanada Investments and Vladimir Malakchi for putting this together to make our lives easier”.

John Wright, CEO & Co-Founder at StatsDrone

“I was really impressed with the great organisation of the event and the kindness of the team. It is important to give start-ups the stage to present their ideas and get feedback, no matter the stage. That’s exactly what we’ve received. I made so many valuable connections at the event and was contacted by interesting people afterwards. I really loved the experience, and I’m looking for more contests from Xanada Investments.”

Idir Alane, CEO at MoneyPools

The Winners

The Xanada Pitch Contest ended with two standout winners — each recognized for different strengths.

The Grand Winner was selected by a panel of expert judges, who scored each finalist across five key criteria: Idea, Business Model, Team, Market Potential, and Progress & Traction.

Meanwhile, the Public Choice Award was determined by a two-week online vote, drawing over 500 unique submissions from supporters and community members.

Sweepium, a B2B platform and game aggregator aiming to transform the sweepstakes space, took the top spot — earning the $50,000 equity investment and securing a strategic partnership with Xanada Investments.

Jurnii, a UX-focused agency powered by proprietary AI tools that deliver automated insights and design recommendations, won over the public and claimed the Public Choice Award. As part of the prize, they gained access to exclusive partner offerings from NEXT.io, Lilith PR Agency, 15M Mastery, and AffPapa — support designed to help propel their next stage of growth.

“We built Xanada Investments to be the kind of fund we wished existed when we were founders,” said Vladimir Malakchi, CEO & Managing Partner at Xanada Investments.

“This contest is just the beginning. We’re actively looking to back exceptional founders across the iGaming space — and provide them with the resources, network, and capital they need to reach their full potential. If you’ve got a product with traction, a strong team, and a scalable vision — we want to hear from you.”

 

Xanada Is Looking for What’s Next

The contest may be over — but opportunities with Xanada Investments are wide open. The fund continues to review early-stage startups for investment and long-term partnership.

If you’re building or scaling in iGaming, you can still pitch your ventures directly — beyond the contest — by reaching out at [email protected].

Under Xanada’s model, startups get more than just funding — they get active partners, access to a trusted network, and a fast-moving approach to growth.

The post Xanada Pitch Contest Closes with $50K Winner, Public Choice Winner, 100+ Startups involved, and Global Founder Momentum appeared first on European Gaming Industry News.

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