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SOFTSWISS Managed Services: 2021 Overview
In 2021, SOFTSWISS Managed Services finalised its structure and highlighted key results. As an important part of SOFTSWISS solutions offered to clients to support and maintain their brand, Managed Services has expanded the list of provided services. The statistics presented reflect the division’s performance from January to December 2021.
Managed Services is available to all the SOFTSWISS Online Casino Platform clients. The most important highlights in the development of Managed Services in 2021 were the changes in the organisational structure. In particular, the split of VIP Player Support and Player Retention services into two separate services. In addition, a new player reactivation team was created within the Managed Services to focus on getting users back into the game.
As a result, the Managed Services structure comprises five core teams at the end of 2021:
- First Line Support. Handles incoming players’ requests and helps resolve issues arising.
- Anti-Fraud Support. Responsible for dealing with suspicious activity and fraud detection.
- VIP Player Support. Focuses on targeted and personalised key player assistance.
- Player Retention. Helps to keep users in the game and increase their loyalty to the casino.
- Player Reactivation. Constantly in touch with players who show reduced or no gaming activity.
“One of the important achievements of 2021 was the finalisation of the Managed Services team structure. We have highlighted five separate teams that are responsible for key areas of work with players. Thanks to the experience gained, we have a clear understanding of how to build work in the B2C segment. This helps to promptly resolve issues and increase player loyalty, which directly affects the financial performance of a casino,” said Vitali Matsukevich, Head of Managed Services.
In the past year the First Line Support team has managed to handle more than 1,5 million chats, which is an impressive result. On average, excluding emails, there were 200+ chats with players per day per agent. At the end of the year, the average Customer Satisfaction Index stood at 83 per cent. These are the overall statistics for all 55 clients that First Line Support services worked with last year.
According to the Anti-Fraud team’s results, the amount of confiscations in 2021 exceeded 14 million EUR, a 40% increase compared to 2020. One of the team’s major achievements were the three ICA certifications, which increased the level of service and expanded the expertise of the Anti-Fraud support staff. In turn, the number of requests handled rose by 35% to over 40,500.
“2021 was a landmark year for all Managed Services teams. The increase in the number of clients using the SOFTSWISS Online Casino Platform has had a direct impact on the number of players and operators we interact with. Unfortunately, this is also reflected in suspicious activity statistics, which we monitor very closely. In order to maintain the highest level of service for which we are valued by our clients, the Managed Services team has grown several times over 2021. Therefore our clients can be sure that their players are in good hands,” commented Artyom Rudakov, Deputy Head of Managed Services.
When it comes to the interaction with VIP players, the team managed to increase their number by 6 times: from 400 in 2020 to 2,500+ in 2021. This is reflected in the amount of deposits VIP players have made in the casino. At the end of the year it amounted to over 189 million EUR. The team saw monthly growth in GGR among VIP players of around 15-20%, resulting in an annual GGR of 107+ million EUR.
The Player Retention division has managed to engage more than 230,000 players over the past year. This is directly attributable to the launch of regular unique promos, from which users learn about campaigns, new providers and the latest game releases. The conversion rate for such email blasts in December 2021 was 35% compared to 22% in January of the same year. As a result, the average deposit per player was recorded at 300 EUR.
Despite the recent launch, the Player Reactivation team ended 2021 at nearly 6,000 users who had resumed their gaming activity. 54% of them not only took advantage of the bonuses offered, but also made a deposit. As a result, the team ended the year with a total of more than €1,75 million in deposits. In turn, the average ROI per client was 220%.
“The main goal we set ourselves for 2021 was to provide the best B2C service in iGaming. I believe that we have succeeded! Not only the metrics, but also the feedback from our clients and players shows that we are moving forward in the right direction. A more targeted approach to players, segmentation of departments and team expansion allowed us to fare well among competitors,” summed up Vitali Matsukevich, Head of Managed Services.
About SOFTSWISS
SOFTSWISS Managed Services works in combination with SOFTSWISS Products to deliver additional value to iGaming operators and players alike. Managed Services include First Line Player Support, Dedicated Anti-Fraud Support, VIP Player Support, Player Retention, and Player Reactivation.
SOFTSWISS is a widely-acclaimed iGaming expert, supplying certified software solutions for managing online gambling operations. The company has an international team, which counts 1,000+ employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds a number of gaming licences, including Curacao, Malta, Estonia, Belarus, Belgium, Sweden, Nigeria, Ghana, Serbia and Greece. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, the Affilka affiliate platform, Sportsbook Platform and the Jackpot Aggregator. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimised online casino solution.

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SOFTSWISS Developer Conference Highlights Engineering Strength in High-Load iGaming
SOFTSWISS, a global igaming software provider, has hosted one of its largest internal developer conferences. The closed-door event in Warsaw brought together over 100 product and engineering specialists to share their experience on building robust iGaming infrastructure, scalability, and technology resilience.
Designed to accelerate cross-functional collaboration and drive technical excellence, the conference agenda featured ten selected talks focused on mission-critical topics such as platform architecture, high-load performance, risk management, and structured thinking – all vital to the stability and success of modern iGaming operations.
“Behind every seamless gaming experience is a robust, well-architected platform that can perform under pressure,” said Sergey Kastukevich, Deputy Chief Technology Officer at SOFTSWISS. “This conference reflects our belief that high-performance technology is the foundation of long-term operator success. It’s where ideas are tested, knowledge is shared, and better systems are built.”
The speaker line-up was curated from a highly competitive pool, with three applications submitted for every available slot. The final agenda reflected both the technical depth and practical expertise required to operate at scale in the iGaming industry, offering value beyond core engineering topics.
“Most of the topics revolved around strategic challenges aimed at improving efficiency, stability, speed, cost, and process optimisation. That defines who we are as a company: we are a global tech company with 16 years of experience, our products are mature, and what matters now is how we process large volumes of data reliably and build scalable knowledge bases. These are applied, enterprise-level issues,” highlighted Stanislau Biarkovich, Principal Architecture Manager and one of the internal organisers of the conference.
Among the standout sessions were:
“An Economist’s Guide to Architecting and Building Web-Scale Platforms” – a talk connecting infrastructure decisions with economic principles, delivered by Brian Azzopardi, Head of Engineering.
“How Risk Management Techniques Could Make Business – and Your Life – More Effective” – a session by Sergei Laiter, Risk and Process Manager, highlighting the strategic thinking behind resilient tech systems.
Attendees included engineers and product leaders from SOFTSWISS offices across Europe.
As part of its broader commitment to innovation and community engagement, SOFTSWISS also participated in Code Europe 2025, one of the continent’s top tech festivals. Representing the company on the public stage, Artem Bychkov, Deputy Chief Security Officer, delivered a keynote titled “Groundhog Day: Lessons from 20 Years in Security”, shedding light on recurring cybersecurity blind spots and their impact on digital business resilience – including in iGaming.
With demand for stable, scalable, and secure platforms at an all-time high, SOFTSWISS continues to invest in its global engineering culture to ensure that its partners – including operators, aggregators, and affiliate programs – can grow with confidence.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS complies with 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 30,000 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 SOFTSWISS Developer Conference Highlights Engineering Strength in High-Load iGaming appeared first on European Gaming Industry News.
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HIPTHER Launches Responsible Gambling Assessment Tool Across Its Global Gaming Media Network
HIPTHER, a leading media and events brand in the Gaming and Tech industries, has launched a new Responsible Gambling Assessment Tool, now live across all of its gaming media platforms. This quick, anonymous self-test is designed to help players better understand their relationship with gambling, encouraging safer play through awareness and early self-checks.
The “Play Responsibly” tool is backed by clinical research and built with user privacy at its core, based on the globally recognized Problem Gambling Severity Index (PGSI) – a 9-question framework used to assess gambling risk levels, from low to moderate or high.
No sign-up needed. No Cost. No data collected. No Judgement. Just honest insight.
Whether you’re simply curious or looking to take a proactive step toward support, this free tool delivers instant results and practical next steps – all in under two minutes.
Key Features:
- Completely anonymous – no registration or personal data required
- Instant results with tailored guidance
- Available in 5 languages
- Mobile-first and accessible across all devices
- Fully GDPR compliant
Designed to meet WCAG 2.1 AA accessibility standards, the tool ensures a smooth and inclusive user experience for everyone. With multilingual support and local resource integration, it helps diverse populations connect with trusted support networks in their region.
“While our media platforms primarily serve the B2B side of the industry, we know they’re also visited by players looking for insights and updates. That’s why it’s important for us to go beyond headlines and contribute real tools that support safer play. This assessment is one small, meaningful step toward that.” – Zoltán Tűndik, Co-Founder and Head of Business at HIPTHER.
Take the assessment today and share it with your community.
Because gambling should always be safe, informed, and fun.
Try it now on any of HIPTHER’s gaming media platforms:
By launching this tool, HIPTHER reaffirms its ongoing commitment to promoting transparency, responsibility, and player well-being in the global gaming industry. Together with our partners and audiences, we continue working toward a safer, more informed future for players everywhere.
The post HIPTHER Launches Responsible Gambling Assessment Tool Across Its Global Gaming Media Network appeared first on European Gaming Industry News.
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FC Bayern and Betano Sign Partnership Agreement
Premium Online Sports Betting and Gaming Brand Betano Joins Forces with Football Giant FC Bayern in a Landmark Three-Year Agreement
FC Bayern, the 34-time champions of Germany and six-time champions of Europe, has entered a three-year partnership with Betano, the leading international online sports betting and gaming brand owned by Kaizen Gaming. This strategic alliance designates Betano as an Official Partner of FC Bayern starting from the 2025-26 season and extending until the 2027-28 season.
Michael Diederich, FC Bayern Executive Vice Chairman commented: “We are delighted to have Betano as a new Official Partner of FC Bayern. Betano stands out as a global market leader in its field – highly innovative and always pushing forward – qualities that we hold in high regard and also claim for ourselves. With Betano at our side we have gained another reliable partner to help us reach our growth objectives and continue to strengthen our innovative edge”.
George Daskalakis, Kaizen Gaming CEO, stated: “Today marks an exciting new chapter for Kaizen Gaming and Betano, as we proudly join forces with FC Bayern. When we first set out on our journey, we could only dream of partnering with one of the most iconic clubs in world football. They stand at the top of the game and this partnership reflects just how far we have come as a company, with Betano now recognized among the top online gaming and betting brands worldwide”.
Julio Iglesias, Kaizen Gaming Chief Commercial Officer added: “Germany has always been one of the most important markets for us, the second where Betano ever launched. Now, we are announcing our biggest partnership in the country and we double down on our commitment to creating innovative, safe and responsible gaming experiences for German fans. Of course, FC Bayern exceeds the borders of Germany, with millions of fans across the world. As Betano expands its international footprint, this partnership empowers us to connect with people globally”.
The post FC Bayern and Betano Sign Partnership Agreement appeared first on European Gaming Industry News.
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