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Exclusive Q&A w/ Paul Buianov, Founder and CEO at BetCare

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Why is customer service so important for online casino operators? How does it allow them to stand out from their rivals? 

Customer service is one of the most powerful player acquisition tools available to online casino and sportsbook operators. It allows brands to quickly build trust with players, and to answer any questions they may have before signing up, depositing and playing. This makes it a very important part of the onboarding process. Customer support is very much the front line for operators and the first point of contact the player will have with the brand. It’s also vital to retention, with good customer service providing players with answers to any questions they may have, resolving technical issues and strengthening responsible gambling processes and procedures. This means that customer service can be a significant differentiator, making players feel better looked after and more appreciated than at rival brands. The personal touch should never be underestimated, as this is often what keeps players coming back for more.

 

What are the key challenges that operators face when it comes to customer support? Does this differ from market to market? If so, how? 

The greatest challenge with customer support in any market is ensuring that player questions are answered and that requests are satisfied. This might sound easy, but it’s not. Customer support must be available 24 hours a day, seven days a week. Agents must have a deep understanding of the online casino/sportsbook and how it works, while also being able to communicate with players with patience and empathy, and in a language they understand. This is especially challenging for operators active in multiple markets around the world – like the rest of their proposition, customer support must be localised.

 

How can these challenges be overcome? 

To overcome these challenges, operators must build out a sophisticated customer support function with a highly trained team that can provide round-the-clock support in the market where their brands are active. What’s more, they must not be afraid to communicate with players – ultimately, communication is what makes customers feel valued and important to the brand. Internally, customer support must have a clear understanding of the business and the casino/sportsbook and have a direct line of communication with other departments and teams. This is the only way issues can be effectively escalated and resolved. As you can tell, customer support is a vast, all-encompassing part of the business and that’s why many operators look to outsource this part of the business to specialist third parties.

 

What does gold standard customer support look like? How can it be achieved?

In addition to the above, gold-standard customer support must be available to support players across all touchpoints and moments in their journey with the casino or sportsbook. This covers from the first time they land on the site through onboarding, depositing, playing, withdrawing and loyalty. That’s why it is so important for agents to be highly trained and also work hand in hand with other departments in order to be able to deliver the support players need with any aspect of the brand or their play.

 

Is customer service important from a responsible gambling perspective? How? 

Yes, it is vital. Effective responsible gambling comes down to communication with players and customer support agents are best placed to do this. By asking the right questions, they can understand player behaviours and help to determine if they are displaying signs of problem play. Those with the right training can also make interventions and direct players to the support they need. But customer service can also be preventive, making players aware of the risks of gambling addiction and helping them use the tools available to keep in control of their play. Ultimately, prevention is the best approach as it stops players going on to generate gambling problems, and customer support is a very effective preventative tool.

 

Why should operators look to outsource customer support rather than build an in-house team?

Building out a customer service function is a significant undertaking, especially for smaller operators that tend to have to prioritise other areas of the business. Customer support specialists such as BetCare can take control of the entire function and localise it for each of the markets the operator targets. We have the experience and the expertise to know what it takes to deliver five-star support, and the team in place to provide it. We also offer a range of additional services and solutions, such as reactivation, attracting players including mass-mailing and SMS campaigns along with KYC, risk payments and analysis of players’ behavioural patterns.

We pay special attention to VIP players, not only by providing exceptional service in a range of languages but also by varying our communication channels. We initiate communication with VIPs and, even more importantly, via the platforms they want to use.

 

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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Pre-Submission Check-Up: Is Your Project Ready for an Investment Fund?

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Securing investment is a crucial step in the growth of any business, but before submitting an application, it is essential to critically assess its readiness. Does the team have the necessary expertise? Is the product in demand in the market? Is there a well-thought-out development strategy and financial model?

Founders often become so engrossed in their ideas that they overlook critical aspects that are key for investors. Investors evaluate not just the concept but also the actual viability of the business—market demand, team professionalism, financial stability, and scalability potential.

One of the funds that support promising companies, teams, startups, and technologies and help them grow is PIN-UP.INVESTMENTS. The fund follows a meticulous selection process, investing in verified projects that are prepared for sustainable development. COO Ihor Denysov has outlined the key criteria that define an ideal candidate for investment, emphasizing strategic business development and scalability potential. These criteria serve as guiding principles rather than strict requirements, helping projects better align with the fund’s vision.

1. Strategic Investment Focus Areas

To attract investment, the product of potential investee must align with the verticals that match current investor focus areas. Essential alignment niches include:

  • MarTech Solutions — traffic solutions, advertising agencies, and marketing tools, including arbitrage teams, media platforms, telegram channels, advertising networks, influencer marketing, and AI-driven technologies. Tier 1 and Tier 2 are of interest.
  • iGaming Innovations — casino game studios and comprehensive iGaming solutions, particularly slots, instant games, and infrastructure solutions for online gaming operators.
  • Fintech Advancements — digital banking services, cryptocurrency projects, and innovative payment systems.
  • AI/ML Applications — advanced artificial intelligence technologies enhancing user engagement, retention, and innovative solutions across various domains.
  • Analytics Platforms — operational solutions optimising user acquisition, retention strategies, marketing performance, and overall business processes. Projects falling outside these strategic domains may not align with our current investment thesis regardless of their individual merit.

2. Product with Proven Market Demand

To secure investment, businesses, companies, technology projects, and teams must have more than just an idea; they need a real, market-validated product. Minimum requirements include:

  • MVP+ (Minimum Viable Product Plus) — a product with basic functionality and initial users.
  • Market demand validation — stable customer base growth, user behavior analytics, early sales, market research, alignment with the key market trends.
  • A clear business model — understanding how the initiative will generate revenue.

If the product has not yet demonstrated market demand, it is crucial to focus on testing hypotheses before seeking investment.

3. Innovative Features for Market Advantage

Product differentiation is a crucial element for market success. It is essential to have:

  • Unique solution to an existing problem that addresses the pain points in ways competitors don’t.
  • Clear superiority backed by data, user testing, experience.
  • Technologies that are hard to replicate—ideally patent-protected—can help maintain a competitive edge in the market. While not a strict requirement, having such innovations significantly strengthens a project’s investment appeal.

Products lacking distinctive features significantly reduce their chances of gaining market traction and investment.

4. A Strong Team with Industry Experience

The team is a critical factor in determining a project’s success. It is essential to have:

  • An experienced CEO and competent core team (devOps, marketers, technical specialists, financial experts) who understand their field.
  • Clearly defined roles and efficient internal processes.
  • Previous experience in launching or developing similar projects.

Teams lacking the necessary expertise significantly reduce their chances of securing investment.

5. Transparent Financial Model and Growth Forecast

It is essential that the potential investees have:

  • A well-structured financial model — revenue streams, cost structure, and expected profitability.
  • Key customer acquisition metrics (CAC, LTV, ROI) that demonstrate marketing strategy effectiveness would be considered as the plus.
  • A profitability forecast — outlining when and under what conditions the project will become self-sustaining.

Projects that cannot justify financial viability typically do not pass the selection process.

6. Readiness for Scaling

It is crucial to demonstrate:

  • Growth potential — the ability to expand into international markets or scale within the current niche.
  • Adaptable business model — ability to pivot or modify offerings based on changing market conditions and feedback.
  • A well-planned customer acquisition strategy — including performance marketing, SEO, and partnership programs.

Projects without a clear scaling strategy are not considered investment-attractive.

Conclusion

Meeting these criteria significantly increases the chances of securing investment. PIN-UP.INVESTMENTS considers only verified, promising projects that are ready for growth. When submitting an application, businesses must be prepared to demonstrate not just anticipated but also concrete results that confirm their sustainability and competitiveness.

The post Pre-Submission Check-Up: Is Your Project Ready for an Investment Fund? appeared first on European Gaming Industry News.

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Skyesports Named Best Esports Tournament Organizer of the Year & Best Esports Tournament of 2024 for BMPS at GEM Awards

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Skyesports, India’s leading esports and gaming community and IP builder, has been recognized for its exceptional contributions in 2024 at the GEM Awards 2024. The company was honored with the Best Esports Tournament Organizer Of the Year, while the BGMI Pro Series (BMPS) 2024, organized by Skyesports, was rewarded with the Best Esports Tournament Of 2024. 

Skyesports is India’s most diverse esports tournament organizer, and in 2024 alone, it organized 50+ tournaments across 12 game titles, for both grassroots-level players, top creators, and professional players. Through these competitions, the Chennai-headquartered esports company rewarded prize pools of more than INR 10 Crore, showcasing its commitment to India’s esports industry.

The BGMI Pro Series (BMPS) 2024, an official Krafton India event, organized by Skyesports, and its grand finals was held in Kochi, India from Sept. 27 to 29 as 16 teams battled it out for the ultimate 2 Crore Prize Pool. This time, with storylines such as the resurgence of Jonathan Gaming-led GodLike Esports, alongside ScoutOP’s Team XSpark looking to create history with back-to-back official victories, delivered top-notch entertainment to fans. The tournament achieved a peak viewership of nearly 500,000, per Esports Charts, becoming the most-watched BGMI esports tournament in history with only competitive players.

Commenting on the recognition, Shiva Nandy, Founder and CEO of Skyesports said, “We are honored to be recognized for our commitments to the Indian esports industry. Our vision at Skyesports has always been to elevate talent while supporting the entire industry through diverse brand collaborations, tournaments across multiple game titles, and the best entertainment value to esports viewers through exceptional features such as augmented reality-based integrations. This is something we will continue doing in 2025 through our IPs like the Skyesports Championship, the Skyesports Masters, and many more.”

With these achievements, Skyesports continues to push the boundaries of competitive gaming, fostering grassroots esports and expanding its global footprint. Currently, the company is organizing the Skyesports Pro League and THE FINALS League 2.0, bringing esports across PC and mobile games.

The post Skyesports Named Best Esports Tournament Organizer of the Year & Best Esports Tournament of 2024 for BMPS at GEM Awards appeared first on European Gaming Industry News.

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Zimpler partners with Swish to unlock direct participation – transforming access to Swish payments for highly regulated industries

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Swish is opening up to PSPs for the first time – eliminating the need for businesses to partner with a bank to get access. Zimpler is breaking new ground as the first PSP to integrate directly with Getswish, the company behind Sweden’s most widely used instant payment method.

This change removes one of the biggest onboarding barriers for businesses in highly regulated industries. Until now, merchants needed direct banking relationships to access Swish – an often costly, time-consuming, and restrictive process. Through Zimpler’s direct participation, businesses can now integrate Swish faster, at a lower cost, and with greater stability.

“This is a game-changer for the Swedish payments landscape,” says Johan Strand, CEO of Zimpler. “Many businesses in regulated sectors have faced challenges accessing payment solutions due to complex banking requirements. By offering a direct route, we’re giving merchants a faster, more efficient way to access one of Sweden’s most trusted payment methods.”

Beyond direct merchant access, this could open up the possibility for Zimpler to act as a Swish provider for other PSPs, making the solution even more widely available.

Urban Höglund, CEO of Getswish, adds: “Swish has always been about speed, security, and ease of use. With this partnership we make it possible for more companies to accept Swish payments.”

With the rise of account-to-account (A2A) payments and increasing pressure for frictionless payment solutions, this collaboration signals a major shift in Sweden’s financial ecosystem.

The post Zimpler partners with Swish to unlock direct participation – transforming access to Swish payments for highly regulated industries appeared first on European Gaming Industry News.

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