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Betinvest levels the odds with customer support training
Reading Time: 3 minutes
As the wider international gaming marketplace grows and the number of businesses on the scene increases, it’s more important than ever to position a strong customer support staff at the forefront of your brand according to Valentyn Kyrylenko VP of Business Development at Betinvest. Whether it’s allocating resource across the myriad of communication methods or liaising with VIPs, a good old fashioned customer service department is a key part of a customer’s journey even in today’s digital age…
If customers are not satisfied with level of the support they receive, it can be a reason for changing the bookmaker.
All customer communication with the company goes through the customer service team. This department is the only point of contact with players. Various platforms and the odds betting companies offer can be more or less the same, so customer support could be a crucial factor while choosing the operator.
Therefore, customer care is a key part of a customer’s journey, which plays an integral part in forming their impression of a business.
Nowadays, taking an ‘omnichannel’ approach and interacting with players through the channel of their choice is an essential part of any customer support department. On top of that self-service is increasingly replacing direct contact in gambling industry.
The way that customers interact with businesses is changing all over the world. Whereas previously customers would be more inclined to get in touch with a company via telephone, nowadays they prefer to do so via various messenger services. This does not, however, mean that companies need to move away from the telephone completely, as those who have a poor messaging experience as well as most of betting shops customers still do prefer to pick up the phone.
For this exact reason, every customer support department needs to adopt a holistic approach which allows customers to get in touch via telephone, email, online chat or messenger.
Another key trend is companies’ desire to automise aspects of the customer support process. Automisation is great for dealing with common requests as they can be resolved instantly. This is a win-win situation for both companies and customers, as the customer doesn’t have to wait for a solution and the company doesn’t need to use any resources to provide one.
In addition to the above, it’s also crucial to ensure the entire history of customers’ requests is recorded so that when a customer speaks to a different advisor there is no need for them to explain their problem again, as the advisor is already aware of their issue.
Whilst every customer service department may be organized differently depending on the needs and size of a business, they must fulfil the same core duties.
So, let’s say there are five different levels of customer support, the first of which is front-line customer support, which usually deals with 80% of typical enquiries. They can be unable to deal with around 20% of customers’ requests as they may lack the required knowledge or access to information. This is where second-line support, who liaise with other departments, step in to provide an answer to a client’s enquiry.
Companies with ambitious goals might also consider having a retention team to deal with churn and VIP team to ensure special care and seamless experience for the most demanding clients.
Finally, quality assurance managers are the last, but by no means least, important link in the structural chain, as they monitor how customer service advisors interact (both during calls and in writing) with clients in order to improve the standard of service.
In small companies and start-ups, employees may be required to fulfil a number of the roles listed above. For instance, a team leader may also perform the duties of a quality assurance manager and an advisor can also perform a retention manager’s functions as well.
Whilst you can use the latest technology, there still needs to be someone who’s happy to help at the other end of the line.
The core of any customer support is its team, which should be built around those who love other people with a strong sense of empathy.
When you start your business, it’s important to be prepared to deal with customers’ requests.
Betinvest offers and runs a training programme for managers and customer support workers for its B2B clients, after which they return to their companies and impart the knowledge gained to their customer service advisors. Moreover, we always can run a course again or provide extra courses at the client’s request. It is a part of our clients’ service philosophy.
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: Betinvest levels the odds with customer support training
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Tom Horn Gaming is expanding its portfolio with the release of 243 Zeus Fruits, a slot that combines two proven player favourites – fruit slots and Greek mythology. The game delivers short feature cycles, multipliers, and higher stakes through the supplier’s QuickX mechanic.
Set against the backdrop of Mount Olympus, 243 Zeus Fruits blends the familiar symbols of a classic fruit slot with the power of Zeus. Players can enjoy 243 ways to win, with medium volatility, an RTP of 95.02, and maximum exposure of x100. The Wild 243 Respin feature frequently triggers wins, adding multipliers of up to x5 to maintain engagement and replayability.
The inclusion of QuickX encourages higher bets and appeals to bonus hunters and high-value players, while the game’s mobile-first design ensures smooth play across all devices. These elements combine to offer a straightforward, fast-paced slot that suits a wide range of players.
“243 Zeus Fruits continues our strategy of refreshing proven themes with features that increase both player enjoyment and operator returns,” said Ondrej Lapides, CEO at Tom Horn Gaming. “The mix of classic fruit game with a mythological layer provides familiarity with added depth, while QuickX is expected to contribute to longer sessions and higher average revenue per user.”
Targeted at markets across Europe and further afield, 243 Zeus Fruits offers strong cross-sell potential, appealing to a broad audience from fans of traditional fruit slots to players drawn to narrative-based titles. Its combination of simplicity, speed, and modern features positions it as a versatile addition to casino lobbies worldwide.
243 Zeus Fruits will be available to operators worldwide from 28 October.
The post Fruits meet Gods in Tom Horn Gaming’s latest release, 243 Zeus Fruits appeared first on European Gaming Industry News.
Latest News
Discipline Meets Drive: Kyrylo Korobka from Ready To Fight Joins GR8 Tech’s Bet It Drives
Reading Time: 2 minutes
Lisbon’s streets set the pace for Season 2 of GR8 Tech’s Bet It Drives—the drive-time podcast where iGaming’s sharpest voices speak freely, in motion. Hosted by Yevhen Krazhan, Chief Sales Officer at GR8 Tech, Episode 3 spotlights Kyrylo Korobka, Executive Director at Ready to Fight by Oleksandr Usyk, for a candid ride through the intersection of boxing, technology, and business execution.
Korobka leads operations at RTF, the ecosystem co-founded by the heavyweight champion Oleksandr Usyk on a mission to digitize boxing. Before, he had a career in international corporations and held a CMO role within a major crypto project. He has helped steer large-scale events and partnerships, including the Usyk vs. Dubois blockbuster, while advancing new tech initiatives like a cross-border payments solution and federation partnerships for the next generation of fighters.
During the ride, Kyrylo opens up about:
- His role as Executive Director of Ready to Fight
- Co-organizing a major fight for Oleksandr Usyk and overseeing broadcast, marketing, and operations
- Partnering with boxing federations and the mission to digitize boxing for the next generation
- His path from international corporations and a crypto CMO role into sports business
- Why his day-to-day is more “business” than “sport”
- What it’s like working with a superstar like Usyk and meeting other legendary athletes
- A standout partnership: Queensberry Promotions (founded by Frank Warren)
- How his view of iGaming evolved beyond “just casino”
- Learning from setbacks: treating failures as lessons and not repeating mistakes.
- His #1 “champion rule”: discipline and consistency at every stage.
“Boxing at the elite level is discipline, preparation, and execution—exactly how winning platforms are built,” said Yevhen Krazhan, CSO at GR8 Tech and host of Bet It Drives. “Kyrylo shows how Ready to Fight thinks like a tech company: digitize the sport, empower the community, and move fast with the right partners. That’s the GR8 way: performance first, innovation always.”
It’s been almost a year since GR8 Tech started its partnership with Ready to Fight. As RTF’s exclusive Partner in Tech, GR8 Tech brings a scalable, high-performance sportsbook and iGaming platform, top event coverage, smart margin management, and a geo-specific approach, while RTF channels champion-level vision to digitize boxing for fighters and fans. Together, they’re rolling out exclusive sports fashion drops, new features, and digital activations to bring the boxing world closer through great tech.
Watch or listen to Season 2, Episode 3 with Kyrylo Korobka on:
Season 2 of Bet it Drives launched with Rasmus Sojmark and kept pace with Tiago Pereira. The podcast continues with the upcoming episode featuring Kelly Kehn.
The next chapter of iGaming belongs to champions who play smart and bold. Meet GR8 Tech at booth 5028-2 during SiGMA Central Europe 2025 in Rome, November 3–6, and discover the Heavyweight Rulebook built for operators ready to scale, localize, and win.
The post Discipline Meets Drive: Kyrylo Korobka from Ready To Fight Joins GR8 Tech’s Bet It Drives appeared first on European Gaming Industry News.
Reading Time: 2 minutes
The International Association of Gaming Regulators (IAGR) has announced the winners of the IAGR International Regulatory Awards 2025, with regulators from Australia, Nigeria and Denmark taking home trophies during the IAGR Toronto conference.
IAGR President Ben Haden, who served on the judging panel, said this year’s winners demonstrate measurable progress and sustainable outcomes.
‘Our judges looked for clear problem definitions, robust interventions and evidence of impact. The 2025 winners show how thoughtful reforms, strong governance and targeted education can improve consumer protection and market integrity over the long term,’ said Haden.
- Regulatory Excellence Award: NSW Independent Casino Commission (Australia)
For leading a three-year, milestone-driven remediation of Crown Sydney following the Bergin Inquiry — eliminating junkets, strengthening financial-crime controls, enhancing harm-minimisation and reforming governance.
- ‘The NSW Independent Casino Commission is proud to be recognised for its dedication to restoring the expected standards at Crown Sydney. This has included three years of intense remediation which has completely transformed the casino’s governance, culture, safety and compliance functions.
- ‘The NICC has proven that it is possible to enact long lasting change and in doing so has set a new standard for Australian casino operations.’ – Murray Smith, Acting Chief Commissioner, NSW Independent Casino Commission
- Regulatory Innovation Award: Lagos State Lotteries and Gaming Authority (Nigeria)
For SAFEPLAY, Africa’s first regulator-led, multi-operator self-exclusion platform — centrally managed by the regulator and integrated with operator systems — creating a consistent, replicable model for consumer protection.
- ‘We are honoured to receive the IAGR Regulatory Innovation Award for our SafePlay initiative. This recognition reaffirms our commitment to responsible gambling, player protection, and data-driven regulation that puts the welfare of Lagos residents at the heart of our innovation.’ – Bashir A. Are, Chief Executive Officer, Lagos State Lotteries and Gaming Authority
- Best regulatory campaign: Danish Gambling Authority (Denmark)
For an interactive, school-based education programme that engages young people with practical demonstrations and surveys evidencing shifts away from gambling ‘to make money’ towards safer play and awareness of help services.
- This marks the second consecutive year that the Danish Gambling Authority has received the Best regulatory campaign award. ‘I’m very proud that IAGR has bestowed The Danish Gambling Authority with this award. It’s crucial that young people understand that gambling is designed so the player always loses in the long run. By conveying this message, we hope to promote a balanced attitude toward gambling and I’m extremely honoured that our efforts are recognised internationally.’ – Anders Dorph, Director, Danish Gambling Authority
These awards underscore the importance of collaboration, innovation and dedication in the global regulation of gambling.
The post IAGR announces winners of 2025 Regulatory Awards appeared first on European Gaming Industry News.
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