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Stoiximan/Betano bets on customer experience as European expansion continues
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As the leading online gaming operator in Greece, Stoiximan is well-versed in the art of using customer service as a key brand differentiator in the wider European and international iGaming markets. Stathis Loverdos, Director of Services at Stoiximan/Betano opens up about the crucial role customer service plays in live sports betting and why his company’s current focus on self-service capabilities with Zendesk is only the beginning…
What’s the key to your success and how did you approach expanding into new territories such as Germany?
In the gaming industry, every touchpoint with the player is an opportunity to deliver an exceptional customer experience, to stand out from the crowd, create brand loyalty and increase a player’s lifetime-value. Stoiximan/Betano’s user-centered philosophy means providing exceptional customer support and that has always been an important part of our growth strategy. In the gaming industry there are lots of products that offer similar value, so customer service can be a decisive factor in customer loyalty.
As well as continuously upgrading our internal customer service systems, both in software and process innovation, at Stoiximan/Betano we have heavily invested over the years in creating our own technology thanks to our talented personnel. With more than 650 employees the company has evolved to become the largest GameTech company in Greece and one of the fastest growing in Europe, producing technologically advanced products and delivering an immersive gaming experience.
Based on our successful modus operandi in Greece, we are now present in six markets using the name Stoiximan in Cyprus and the Betano brand in Germany, Austria, Romania and Portugal.
What is unique about working in the Greek betting market and how do any specific challenges differ from those across other European markets?
Each market has to be treated differently and we strategically enter regulated, or soon to be regulated, markets with uniquely identifiable characteristics. We localise offering a special, tailor-made gaming experience to the countries we operate, custom features to assist our members and catapult their experience while always tending to their needs. Therefore, Greece was actually born out of that need. Stoiximan/Betano Group is a 100per cent Greek company marketed as a platform offered by players for players and grasping that need of the Greek market at the time to deliver unique personalised experiences to its members, with top-notch CRM & Marketing communications and distinct customer support. At the same time, Stoiximan created a big portfolio of a wide range of affiliates trusting the brand and its dynamics, promoting to the world and helping them throughout the brand building process. Furthermore, the Greek market has experienced players that need to feel respected and appreciated as they understand the product deeply. Greece is a more Sportsbook-oriented market that loves seasonal Casino endeavours, while its online users want to be assisted in a very fast pace. Therefore, besides product, we created an impressive in-house Customer Support team, without outsourcing any form of communication, ready and dedicated to their cause. To make our users feel like Stoiximan members.
In terms of appealing towards the growing millennial market through social media, what trends have you seen in recent months and where do you see the future of social media evolving for players?
Providing quick and accurate responses is very important for our customers. We are now using apps such as Viber and WhatsApp to provide immediate feedback and resolve any issues quickly and efficiently. We believe that these are the channels of the future, particularly for the gaming industry.
As our millennial customers are increasingly embracing social apps for customer support, we decided to use Zendesk, a software application which provides us with the flexibility to add new channels as our customers’ needs evolve. Currently 55% of Stoiximan and Betano’s customer communication comes through live chat and 18% via email, while Viber and other social apps are responsible for 12% of the customer enquiries. The remaining 15% of customer interactions are allocated to voice channels.
You’re developing self-service capabilities; do you feel there’s a reluctance from traditional gaming brands to embrace this technology and why is it important to work with companies like Zendesk to push technological advances forward?
We are planning to introduce self-service capabilities to provide structured guidance that addresses the most common customer enquiries via an online FAQ content hub. The company is also planning to use Zendesk’s dynamic content feature, which offers automated translation, to make this content available into multiple languages. Zendesk offers great flexibility and rich product capabilities that allow us to continuously improve our customer service operations.
Zendesk provides a variety of data about the nature of the customer enquiries and the way our customer support team is handling them. We can track a number of metrics, including first contact resolution, reply times vs wait times, number of tickets resolved and many others. Moreover, the platform allows us to combine data from different business apps and create easy to understand visual dashboards, graphs and charts. Zendesk is smooth for agents and smooth for our customers. It also offers a lot of great features that help us improve efficiency. For instance, triggers and automations is a very powerful feature as it helps us to prioritize urgent issues, so that we can address them effectively. This also allows us to classify the customer requests in different categories and allocate the tickets to the right agents to ensure each customer request is dealt with quickly. We also use macros to automate simple tasks, which helps us improve efficiency.
Moving forward, we are planning to integrate Zendesk more closely with our business applications and expand the use of the company’s product functionalities to get a more comprehensive view of customer interactions across all channels. As a customer-focused business, we are fully committed to providing exceptional service to our customers and working with Zendesk has helped us to deliver on this promise.
With the future of European iGaming in flux as the possibility of tighter compliance and AML requirements loom, how is Stoiximan using data and social media to ensure a successful future?
First of all, we must say that for Stoiximan / Betano, Responsible Gaming is not a contractual obligation as it is also stipulated in the regulation that all trusted providers must comply with. As a company, we invest in partnerships and initiatives that protect the player from excessive betting and ensure a credible environment where everyone can enjoy the game responsibly. Furthermore, we have adopted an approach developed around the Responsible Gaming policy and the AML (Anti-Money Laundering) prevention policy.
In this context, we have developed mechanisms for the self-protection of players. These mechanisms include the ability to set financial thresholds up to and including self-exclusion, and maintaining informed decision-making policies in order to provide us with insight into the quality of player activity. We have also hired a team of specially trained agents who are able to identify instances of problematic betting behavior, to ensure responsible play. Data analytics tools are also key to helping Stoiximan/Betano manage its customer support team more effectively. We receive weekly reports which provide a detailed breakdown of activity by hour and day, so that we are able to use this data to assess the value of our customers` activity.
We are also a member of the International Betting Integrity Association (formerly known as ESSA) thus further enhancing the worldwide effort to safeguard integrity and prevent corruption in the context of betting. At this level and taking into account Anti-money laundering cases that concern the betting market internationally, at Stoiximan/Betano we implement mechanisms with the support of Artificial Intelligence and especially Machine Learning, so that we can recognize suspicious transactions and notify National Financial Authorities and regulators immediately.
How do you measure the impact of the customer experience with players? Are you predominantly focused on retention and spend or is there more to it?
Retention is obviously a critical indicator when measuring the overall engagement of players towards your product & services as it shows a general trend towards returning customers. Of course, retention rate cannot be the sole criterion when assessing CX as these may lead to certain fallacies that you cannot foresee from Retention figures.
At Stoiximan/Βetano, we not only look at the retention and spend capability of our users but evaluate quality indicators, as we want to develop a stronger and more engaged relationship between our agents and our clients. To ensure the best possible experience, Stoiximan/Betano has invested in one of the best customer relationship management system internationally. The goal was to integrate all channels so that the Customer Support team can share customer information and history at the same time and gain the capacity to evaluate the efficiency of our agents in relation to user requests and activity.
As Stoiximan/Betano was growing, it was necessary to ensure and expand customer service operations across different markets. We chose Zendesk because it offered great scalability and allowed us to centralize all customer interactions into a single platform.
Since the introduction of Zendesk in 2018, our customer satisfaction score has increased by 8% and the efficiency of resolving customer enquiries has improved dramatically. For instance, our one touch resolution rate is 97%, which means that the majority of the roughly 95,000 customer enquiries that the support team receives every month are resolved with a single agent response. Moreover, 77% of the emails adhere to the service level agreements (SLA) set for each customer segment. Most importantly, Stoiximan/Betano has been able to consolidate all interactions with the customer into a single platform and scale support to match the company`s growth. Understanding the key customer experience metrics and applying them at appropriate stages with the most important customers is paramount. Customer journey analytics can play a key role in this endeavor by providing a journey-driven perspective and improving your return on your investment in customer experience measurement.
Zendesk is expanding its reach within the online gaming industry working with operators and partners in new territories across the globe. To learn more about how the company is working with customers like Stoiximan/Betano, visit the Zendesk team at this year’s SiGMA at Stand S40.
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: Stoiximan/Betano bets on customer experience as European expansion continues
Reading Time: 3 minutes
- The 2025 PUBG MOBILE Global Championship (PMGC) Group Stage concluded yesterday, with six teams qualifying for the Grand Finals after an intense run of clashes
- Alpha Gaming dominated in Group Green, while DRX were at the top of the leaderboard for Group Red
- Sixteen teams from the Group Stage will now battle their way through the Last Chance Stage, where they’ll fight to secure a coveted spot in the Grand Finals
- With three slots left for the Grand Finals in Bangkok, time is running out for the remaining teams to vie for a share of the $3M prize pool
The Group Stage of the 2025 PUBG MOBILE Global Championship (PMGC) has come to a thrilling close, following six days of high-stakes competition. The top three teams from Group Green and Group Red have earned a one-way ticket to the Grand Finals, whilst the remaining 16 teams that ranked 4th – 11th from both groups are set to contend in the Last Chance Stage taking place from December 6th – 7th, in a final push for survival. With $3,000,000 up for grabs, the winning team at the Grand Finals in Bangkok will claim the lion’s share of the prize pool, along with the coveted title, making every match a battle for glory.
Day one of the Group Stage began with Group Green, kicking off with Inner Circle Esports making a strong statement with an early chicken dinner and an incredible 18 eliminations, setting the pace for the group. Day two saw continued strong performances from Alpha Gaming, Alter Ego, and Team GOAT, taking the top three spots respectively. On day three, Alpha Gaming demonstrated consistency throughout the day, with a 12-elimination victory providing a solid boost, allowing them to end the day in the top spot with 174 points. At the end of the Group Green matches, Alpha Gaming, Dplus, and Team GOAT secured their spot to advance directly to the Grand Finals, leaving the mid-pack teams to fight for survival in the Last Chance Stage.
Group Red matched the intensity, delivering three days of high-stakes matches and tactical play. Day one began with EArena from Thailand taking an early win with 65 points and one Chicken Dinner, signaling their intent to remain top of the rank. Day two featured unexpected twists, with Regnum Carya and Team Flash executing key plays to climb the leaderboard. Maintaining their status, South Korea’s DRX locked in a top-three finish on day three with five Chicken Dinners, joined by Regnum Carya and EArena, clinching direct passage to the Grand Finals.
The Last Chance stage of the 2025 PMGC will see 16 teams, made up of those that placed 4th – 11th from both groups of the Group Stage, go head-to-head in twelve points-based matches over two days. The top two teams in the final standings will secure the remaining slots in the Grand Finals, while the other 14 teams will be eliminated from the tournament. Every match will put everything on the line as teams battle for a final shot to contend in the most prestigious PUBG MOBILE Esports tournament of the year.
Teams heading to the Last Chance Stage:
- Team Flash
- Weibo Gaming
- Influence Rage
- Arcred
- Burmese Ghouls
- Alliance
- Geekay Esports
- Boars Gaming
- Wolves Esports
- Inner Circle
- Team Gen G
- Loops Esports
- Alter Ego
- Team Falcons
- Papara Supermassive
- Team 9ZG
2025 PMGC Key Dates
- PMGC Last Chance (December 6th – 7th)
- PMGC Grand Finals (December 12th – 14th)
As the pinnacle of the competitive season, the 2025 PMGC in Bangkok stands as the ultimate proving ground for the world’s top PUBG MOBILE Esports teams. This year marks a new chapter for the scene, uniting the 2025 PMGC with the 2025 PUBG Global Championship (PGC) under the groundbreaking banner of PUBG UNITED 2025. By ending the year with its most prestigious event, PUBG MOBILE Esports not only celebrates the year’s finest talent, but also sets a forward-looking momentum that will shape the competitive landscape of the year ahead.
For more information on the 2025 PMGC, fans can keep up to date on PUBG MOBILE Esports’ YouTube, Facebook and Twitch channels. For more PUBG MOBILE Esports news, stay tuned on Facebook, Instagram, Twitter, Youtube, and TikTok.
The post THE 2025 PUBG MOBILE GLOBAL CHAMPIONSHIP GROUP STAGE WRAPS UP WITH LAST CHANCE IN SIGHT appeared first on European Gaming Industry News.
PayRamnt-weight: 400;”> has launched its private stablecoin payment gateway for iGaming operators, gaming platforms, and affiliates that require fast, borderless, and censorship-resistant payments.
Built on the belief that payments should operate as freely as the internet itself, PayRam delivers decentralized PayFi infrastructure that allows iGaming businesses to accept and manage stablecoin payments through fully self-hosted infrastructure. Operators no longer rely on banks, custodians, or centralized processors to control their revenue.
In an industry plagued by frozen balances, chargebacks, delayed settlements, and compliance shutdowns, PayRam gives operators direct control over funds, payouts, and transaction infrastructure. Platforms retain ownership of their payment flow without platform risk. Operators can now accept private stablecoin deposits, launch without intermediaries, and expand globally on their own terms.
Stablecoins Are the Future of Global iGaming Payments
Stablecoins now drive the most significant transformation in payments in decades. With a market capitalization exceeding $300 billion, stablecoins now function as real-world settlement infrastructure rather than speculative assets. For iGaming businesses that operate across borders, stablecoins deliver instant payouts, low transaction costs, and continuous global liquidity.
Governments also continue to formalize regulatory frameworks. Initiatives such as the GENIUS Bill in the United States signal that stablecoins will soon function as foundational financial infrastructure for both traditional commerce and emerging agent-driven economies.
Yet most existing stablecoin fiat gateways still copy legacy banking structures. They custodian funds, over-monitor transactions, delay settlements, and restrict high-risk industries such as iGaming. Operators continue to face frozen balances, withheld profits, and sudden account closures.
Instead of decentralizing commerce, centralized processors reintroduce single points of failure. They strip merchants of privacy, predictability, and true ownership of funds.
PayRam removes these bottlenecks by allowing iGaming operators to deploy and operate their own self-hosted stablecoin payment nodes. This sovereign infrastructure restores payment autonomy, protects funds from blacklisting, enables private deposits, and eliminates third-party revenue risk.
Permissionless Commerce Underpinned By Privacy
PayRam embodies a mission to decentralize the global payments ecosystem. Its founder, Siddharth Menon, who previously co-founded WazirX, India’s largest cryptocurrency exchange, helped bring crypto to more than 15 million users. Today, he’s channeling that experience into building a decentralized PayFi layer engineered for privacy, autonomy, and self-custody.
“The future of payments is decentralized stablecoin payments. As the world moves beyond custodial systems, PayRam is building the foundation for permissionless commerce, where every merchant, creator, or platform can host and own their own payment infrastructure,” said Siddharth Menon, Founder of PayRam. “Just as Uniswap reimagined trading through decentralization, PayRam is reimagining how money moves across the internet.”
iGaming Operators Go Live in Minutes and Expand Into Underserved Regions
PayRam removes all onboarding friction. Operators need no approvals, no vetting, and no centralized onboarding process. Any business can deploy PayRam, configure it, and begin processing private stablecoin payments within 10 minutes.
This instant deployment allows operators to enter underserved and payment-restricted regions, unlock new player bases, and launch real-money gaming operations without waiting on banks, payment processors, or jurisdictional approvals.
PayRam is built as a merchant-first ecosystem, offering advanced accounting analytics, scalable APIs, and automated payments orchestration tools. It also arrives with integrated growth tools like referral and payout systems. Merchants and individuals can issue payment requests, share unique payment links, and monitor transactions through programmable APIs, all operated on infrastructure that users self-host and fully control. The built-in SmartSweep feature uses a family of smart contracts to move funds securely and periodically, eliminating the need to store private keys on servers.
PayRam supports stablecoin and cryptocurrency payments across major networks including Bitcoin, Ethereum, Base, and Tron, with integrations for Polygon, BNB Smart Chain, Solana, Ripple, Monero, and TON next in line.
“We’ve used several crypto payment providers over the years, including BTCPay Server, NOWPayments, and others, but PayRam stands out as truly open and built for the modern internet economy. It gives us full control over our payments and funds, along with stablecoin support, privacy, multi-chain flexibility, and faster global settlements,” said an iGaming operator using PayRam.
PayRam Prepares to Support Agentic Betting With Privacy and Automation
Agentic betting represents the next evolution of iGaming, where autonomous software agents will place bets, execute strategies, manage bankrolls, and settle wagers in real time without human intervention. These systems already power algorithmic trading in financial markets, and iGaming infrastructure now begins to move in the same direction.
Most existing betting and payment infrastructure cannot support this shift. Centralized processors expose transaction logic, restrict automated flows, and introduce settlement delays that break agent-driven wagering models at scale.
PayRam is actively adopting the foundational standards and infrastructure required to support agentic betting in the future. The platform is positioning itself as a privacy-first, decentralized payment layer that will allow autonomous betting systems to operate with:
- Private stablecoin deposits
- Real-time settlement logic
- Automated treasury and bankroll flows
- Programmable payout execution
- Full self-custody and non-custodial risk isolation
By preparing to adopt open standards such as x402 and ERC-8004, PayRam aims to support interoperable and intelligent payment flows between autonomous betting systems, sportsbooks, and gaming platforms when the agentic wagering ecosystem reaches production maturity.
Through this approach, PayRam is building the foundation for a future where payments are private, programmable, and permissionless.
About PayRam
PayRam is the world’s first self-hosted private stablecoin processor, giving merchants and individuals complete control over their payments stack. Built for the next era of permissionless commerce, it merges stablecoin payments with self-hosted infrastructure to enable borderless, censorship-resistant transactions.
Reading Time: 5 minutes
Here are this weeks latest slots releases compiled by European Gaming
BGaming gets in the festive spirit with a Christmas take on its acclaimed casual hit, Aviamasters, with Aviamasters X-Mas. Santa and his sleigh replace the plane from the original title, with players watching as he flies through the air, collecting festive multipliers before hopefully landing on an ice floe to collect his prizes.
Stakelogic is spreading festive cheer this December with the release of Big Sugar Bonanza Xmas, a delicious sequel of the candy-coated hit, Big Sugar Bonanza. Launching on 1st December 2025, the new game transforms the Fluffkins’ sugary kingdom into a winter wonderland of treats and turbo-charged multipliers.
Million Games is bringing festive mayhem to the iGaming world with the launch of Rudolph’s Gone Rogue, a fast-paced Christmas slot where Santa’s most famous reindeer takes centre stage in a runaway holiday adventure. In this 5×3, 20-payline slot, Rudolph bolts into the night sky, dragging the rest of the herd with him and leaving a trail of chaos in his wake.
Spinomenal has unwrapped its new title Majestic Santa, signalling the start of the festive season. Spinomenal’s festive-inspired treat is a 5×3 slot that is bursting with Christmas imagery including red stockings, gingerbread men, and glistening golden bells.
Evoplay has launched Mega Greatest Catch: Blue Marlin, bringing the fearless fisherman Harry back to sea for his most exciting adventure yet. The latest instalment transports players to bright turquoise waters, where random scatters can trigger free spins, wilds appear unexpectedly, and the scatter respin feature offers a welcome second chance to enter the round.
Looking to unwrap longer sessions, stronger engagement and bigger revenues this Christmas? ICONIC21, in-demand iGaming content provider, just launched Sweet Royale Xmas ahead of the holiday season. Sweet Royale is one of the provider’s most popular slots to date and now returns in a Christmas edition decked with boughs of candy to allow operators to leverage the rise in slotting activity during the festive period.
Meet Nolimit City’s latest Crazy Ex-Girlfriend…the kind ex who would “accidentally” like your 2014 selfie at 3am and has a little voodoo doll named after you. Crazy Ex-Girlfriend has mapped out your every move and runs through a 2-4-4-4-4-2 layout across 6 reels.
It’s the most magical time of the year, but don’t expect a peaceful Christmas with the release of Realistic Games’ latest blockbuster slot, Wreckmas. The new 5×3, feature-packed slot brings toppled trees, tangled tinsel and chaotic carols to a family Christmas, along with the chance to hit a 5,000x max win.
Players can jingle their way to jackpot joy in Christmas MegapotsTM from Big Time Gaming. This festive slot brings Big Time Gaming’s legendary Megapots mechanic to life with seasonal sparkle, giving players the chance to unwrap Mini, Midi or Mega Jackpots with each spin.
Players are being commanded to raise the sails and brace themselves for a high seas adventure like no other in Captain WinBreaker, the latest swashbuckling slot from Northern Lights Gaming. This pirate-themed slot sees players take the helm of a ship bound for treasures and untold riches.
Amusnet has released 20 Burning Hot Buy Bonus, a sizzling twist on the classic fruit slot. Set across 5 reels and 3 lines, this game combines familiar symbols with modern mechanics for fast-paced spins, vibrant visuals and nonstop excitement.
SlotMatrix is embracing the holiday season with Santa’s Golden Christmas, a sparkling new slot packed with festive cheer, golden prizes, and heart-warming holiday magic. Set in a winter wonderland, the game brings players closer to the jolly gift-giver.
Inspired Entertainment, Inc. is thrilled to announce the exclusive launch of its brand-new, bespoke slot game, Spin O’Reely Grand Chance, in collaboration with long time partners bet365. Expanding bet365’s popular exclusive Irish-themed Spin O’Reely game series, the game will initially be available to players in the UK, Ontario, and New Jersey, with more markets to follow soon.
Play’n GO pits sun god Ra against serpent deity Apophis in Ra’s Reckoning, a mythic grid slot inspired by the celestial battles of ancient Egypt. Ra’s Reckoning brings players face to face with an age-old mythic struggle – the eternal duel between light and chaos.
Playson has unleashed a whirlwind of excitement with Tornado Power: Hold and Win, introducing a new Tornado Feature and enhanced payouts. The 3×4, 10 payline slot features immersive visuals with old-school charm, as the untamed gameplay is further enhanced by a new Tornado Feature
ELA Games announces the release of its latest title, Joker Jam, a bold visual addition to the studio’s growing portfolio of strategic yet aesthetic games. Set under the neon glow of a vibrant city, Joker Jam reimagines the classic Vegas aesthetic into a thrilling experience.
Just Slots has announced the exclusive launch of its newest title, Dynamo’s Show, available on Gamdom and Stake. A full network release will follow on 11 December 2025. This vibrant new slot transforms the classic Hold & Collect experience into a full theatrical performance
Spinomenal is celebrating the holiday season by inviting players for a festive journey with The North Star Express – Hold & Hit 3×3. Unfolding against a wintry backdrop, North Star Express arrives to present a fun, festive adventure as players race through snowy forests.
Belatra Games, the specialist online slots developer, has rolled out the red carpet to the Frozen Barrel Tavern to celebrate the festive season. Players are warmly welcomed into a cosy winter tavern that radiates holiday cheer and buzzes with Christmas chatter.
The post Week 49/2025 slot games releases appeared first on European Gaming Industry News.
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