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SOFTSWISS Shares Customer Satisfaction Survey Results

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SOFTSWISS conducted a large-scale survey in which it assessed customer satisfaction. The survey was conducted by the marketing research leader Kantar Ukraine on behalf of SOFTSWISS. The results show that one of SOFTSWISS’ key differentiators is top-level customer service, which distinguishes the company on the market among competitors.

The survey was conducted from August until September 2021. Its main objectives were to discover which key features and product characteristics are of crucial importance to clients, understand their expectations and measure their satisfaction with SOFTSWISS and its competitors’ products and services.

Among the most important characteristics when choosing a company to cooperate with, respondents pointed out (on a scale of 1-10, where 1 is least important and 10 is most important): 

  • Prompt response and quick problem resolution (9.2)
  • Help in making money (8.9)
  • Simple and quick communication with managers (8.8)
  • Top-level service (8.8)
  • Opportunity to run a successful and profitable business (8.7)

All these characteristics are in line with SOFTSWISS brand positioning to be a reliable supplier of iGaming solutions and to offer clients not only expertise and innovation but also top-level customer service.

Among the least important characteristics when choosing a partner, respondents mentioned: “the development of the entertainment and gambling industry” (7.6), the “leading iGaming provider” status (7.4) and the opportunity to get “a positive effect on their image from cooperation” (6.8). 

Based on the survey, customers still rely on feedback received via ‘word of mouth’ when making the decision to partner with SOFTSWISS. However, social media, blogs and newsletters are gaining ground among the top sources of information from which clients discover software suppliers and their advantages and disadvantages. 

​​Among competitors, SOFTSWISS leads the way on the following characteristics: 

  • SOFTSWISS is considered a long-term partner
  • The company ensures easy and fast communication via account managers
  • SOFTSWISS shares information related to iGaming with clients
  • Provides the opportunity to run a successful and profitable business
  • Offers services and products that meet client needs
  • SOFTSWISS employees demonstrate a high level of professionalism and expertise during communication

Statistically, our competitors are significantly inferior to SOFTSWISS based on the following characteristics: “opportunity to conduct profitable business”, “high professionalism and expertise” and “maximum involvement of the company representative in solving client problems”.

Among the features most valued by customers when choosing an online casino platform in the top 5 are:

  • Support for various payment systems (9.4)
  • Financial reporting (9.0)
  • Bonus settings flexibility (8.8)
  • Payment systems management (8.7)
  • Variety of gaming providers (8.6)

Compared to competitors, the SOFTSWISS Online Casino Platform wins by offering more gaming content studios, in-depth financial reporting and gaming licences. In addition, the company was highly rated in terms of customer service. On average, this score is 1.3 points higher than competitors received. This is further supported by the awards SOFTSWISS received this year in the nominations for Best Customer Service Company of the Year at the International Gaming Awards (IGA) and Best Customer Service of the Year at the Starlet Awards.

Summing up, the main reasons for choosing SOFTSWISS were smooth communication and support from account managers, a wide range of complementary products and services, as well as short response times to client enquiries and the inclusion of a gaming licence. Also among the SOFTSWISS advantages cited by survey results is the support for cryptocurrencies and a broad geographical market coverage. 

“The secret to the success of any business or brand is understanding the needs and insights of its target audience. While planning this research, our primary objective was to find out the most relevant characteristics of products and services that influence client choice and loyalty. We also wanted to assess growth and improvement opportunities for SOFTSWISS. We are, surely, pleased with the results and the valuable insights gained. It is encouraging to see that our positioning is in line with the needs and expectations of our clients. But what’s even more important is that the survey results confirmed the high marks we have received in nominations at recent awards,” said Valentina Bagniya, Chief Marketing Officer at SOFTSWISS.

 

About SOFTSWISS 

The SOFTSWISS Online Casino Platform is a comprehensive platform for managing games, players, payments, bonuses, website content and reporting. Available as a White Label, Turnkey and Crypto Solution.

SOFTSWISS is an international tech brand supplying widely acclaimed, certified software solutions for managing iGaming operations. SOFTSWISS holds a number of gaming licenses, providing one-stop-shop iGaming solutions. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, the Affilka affiliate platform, and Sportsbook Platform. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimised online casino solution. The company has since been regarded as the leading technical expert when it comes to the use of cryptocurrencies in online gaming.

 

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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From ‘Mummyverse’ to Crash Games: Belatra Reviews a Landmark 2025

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Editor’s Take

Why this matters: Belatra has been a steady hand in the slots world for a long time, but 2025 marked a distinct shift in strategy. By entering the Crash vertical with Goose Boom Bang and winning big at SiGMA Africa, the studio is clearly pivoting to capture the high-growth, high-frequency players in emerging markets. They are no longer just a “classic slots” developer; they are diversifying the portfolio to ensure relevance in regions like LatAm and Africa.

The Full Story

Belatra Games, the specialist online slots developer, has issued a strategic review of its 2025 operations, celebrating a 12-month period defined by entry into new game verticals, significant franchise expansion, and high-profile industry recognition.

The year was characterized by a dual strategy: deepening engagement in established markets while aggressively expanding its content portfolio to suit local preferences in emerging territories.

Portfolio Evolution: Crash and Battles 2025 saw Belatra move beyond its traditional slot roots. The company made its debut in the high-demand Crash game vertical with the launch of Goose Boom Bang, a title designed to tap into the fast-paced gameplay preference of younger demographics.

Additionally, the studio introduced a fresh game concept with the launch of Battles, a new format unveiled for the first time in 2025, with further development planned for 2026.

The ‘Mummyverse’ Expands For fans of classic slots, the highlight of the year was the aggressive expansion of the Mummyverse. Belatra nearly doubled the size of this franchise over the year, making it the most extensive game universe in their entire catalog.

The developer also focused on B2B localization, releasing a number of exclusive bespoke games created specifically for selected operator partners to meet specific local market tastes.

Awards and Recognition The company’s strategic shifts were validated by industry accolades. Belatra secured over 30 nominations throughout the year, with standout wins including:

  • Best Slot Provider (awarded by BitStarz).

  • Most Played Game of 2025 for Make It Gold at the SiGMA Africa Awards.

  • Player’s Pick Award.

Management Commentary Misha Voinich, Head of Business Development at Belatra, commented on the studio’s momentum:

“This year has truly defined who we are as a studio – ambitious, creative and focused on building long-term partnerships. We’ve expanded our universes, launched new ones and entered exciting new markets that will all help us carry this momentum into the New Year.”

The post From ‘Mummyverse’ to Crash Games: Belatra Reviews a Landmark 2025 appeared first on Gaming and Gambling Industry Newsroom.

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‘Chaos and Soul’: Ebaka Games Plots Global Expansion After Viral Launch

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Editor’s Take

Why this matters: The “Instant Game” vertical (Crash, Plinko, Mines) is becoming crowded, but Ebaka Games is cutting through the noise with a distinct brand personality. By securing BMM Testlabs certification so quickly after launch, they are signaling to Tier 1 operators that despite their “chaotic” marketing vibe, the math underneath is solid and compliant. The backing of industry veteran Dmitry Belianin also adds immediate commercial credibility to the startup.

The Full Story

Ebaka Games, the fledgling studio that promises to bring “chaos and soul” to the iGaming sector, has outlined an aggressive growth strategy for 2026 following a landmark launch period in late 2025.

The studio, which officially debuted in November, reports that its initial rollout reached more than five million people worldwide. The launch saw its portfolio go live with the operator Menace, serving as the initial testbed for its mechanics and “Ebaka modes.”

The Product: Instant Games with Personality Ebaka is bypassing traditional slots to focus on the high-growth vertical of fast-paced, instant-win games. Their initial lineup includes:

  • Plinko

  • Mines

  • Tower

  • Limbo

  • Crash

Differentiation is achieved through unique mascots and signature gameplay tweaks designed to offer high win potential and distinct visual identities, moving away from the generic interfaces often found in this genre.

Regulatory Milestone Crucially for its 2026 roadmap, Ebaka Games has confirmed it has secured certification from BMM Testlabs. This accreditation validates the fairness and integrity of its RNG (Random Number Generator) and game engines, removing a major barrier to entry for regulated markets. With this certification in hand, the studio plans to launch with a number of “major brands” in the coming year.

Management Commentary Vitalii Zalievskyi, CEO of Ebaka Games, commented on the studio’s unorthodox approach:

“It’s only been a few weeks since we first introduced Ebaka Games to the world. The feedback has been breathtaking, and it vindicates the decision for us to take a different path to the rest of the industry. You don’t need huge marketing budgets to grab people’s attention if you are building something truly innovative.”

Industry Backing The studio describes itself as being “created by players for players” but boasts significant industry firepower in its corner. The team includes Dmitry Belianin, a well-known figure in the sector who is the co-founder of Blask and Menace, as well as Managing Partner at Already Media.

The post ‘Chaos and Soul’: Ebaka Games Plots Global Expansion After Viral Launch appeared first on Gaming and Gambling Industry Newsroom.

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Racing Meets Nightlife: SBK Backs ARC’s New ‘Friday Night Live’ Series

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Editor’s Take

Why this matters: British racing has a well-documented demographic problem; its core audience is aging. “Friday Night Live” is a direct attempt to fix this by blending high-stakes racing with the “experience economy” (DJs, nightlife vibes) that appeals to Gen Z and Millennials. Bringing SBK on board—a mobile-first, app-only sportsbook—is a perfect demographic fit, while the Racing Post adds the necessary credibility to ensure the actual racing product remains the focus.

The Full Story

Arena Racing Company (ARC) has unveiled the strategic commercial lineup for its upcoming Friday Night Live series, confirming SBK as the Exclusive Betting Partner and The Racing Post as the Official Media Partner.

Set to launch in January 2026, Friday Night Live is a new initiative created in collaboration with youth-focused events company INVADES. The series is designed to overhaul the traditional race day experience, featuring fast-paced fixtures under floodlights, DJ sets, and significant entertainment elements sandwiched between races.

The Commercial Deal

  • SBK: As the exclusive betting partner, the Smarkets-owned sportsbook will take naming rights and on-course branding for all 35 races. Crucially, these races will be broadcast live on mainstream television via ITV Racing as well as Sky Sports Research.

  • The Racing Post: As the Official Media Partner, the publication will provide content, coverage, and promotion across its digital platforms, aiming to bridge the gap between established racing purists and the new audience ARC hopes to attract.

A High-Stakes Experiment The series is not just a marketing exercise; it carries serious sporting weight. Each of the five scheduled nights will feature over £200,000 in prize money. The fixtures will rotate across three of ARC’s all-weather tracks: Wolverhampton, Newcastle, and Southwell.

Management Commentary David Leyden Dunbar, Group Director of Commercial Strategy at ARC, was clear about the target audience:

“We have been very clear that one of the aims of Friday Night Live is to engage the next generation of racing fans… Both [partners] have shown real enthusiasm to work with us… as well as using the platform that these fixtures will offer them to also engage with more established racing and sports fans.”

Adam Baylis, Marketing Director at SBK, added:

“Friday Night Live [is] a fresh and engaging concept that brings a new energy to British racing. SBK has always been built around sport… our focus is on enhancing the live race day experience in a fun, social and responsible way.”

The 2026 Schedule The series kicks off immediately in the new year:

  • 9th Jan: Wolverhampton

  • 6th Feb: Newcastle

  • 20th Feb: Southwell

  • 20th March: Wolverhampton

  • 27th March: Newcastle

The post Racing Meets Nightlife: SBK Backs ARC’s New ‘Friday Night Live’ Series appeared first on Gaming and Gambling Industry Newsroom.

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