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Stoiximan/Betano bets on customer experience as European expansion continues

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Stoiximan/Betano bets on customer experience as European expansion continuesReading Time: 6 minutes

 

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

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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Swintt serve up a new holiday slot with all the trimmings in Extra Win X Thanksgiving

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Sought-after software provider’s reimagined retro classic delivers a flavourful feast of rewards as full table wins help players on the way to massively multiplied prizes

Get ready to gather the family around the table and celebrate the harvest season in style in Extra Win X Thanksgiving – the new holiday-themed twist on Swintt’s classic retro slot formula where landing full table wins can lead to massively multiplied payouts.

As the latest release in the software provider’s popular Premium range, Extra Win X Thanksgiving combines simple gameplay across three reels and five fixed paylines with a distinctive autumnal aesthetic as golden turkeys, plump pumpkins and cornucopias award huge wins of up to 20,000x.

Building on the popular prize wheel format found in other Extra Win games, in order to unlock Extra Win X Thanksgiving’s most bountiful rewards, players will need to completely fill the reels with any one symbol to activate a bonus round where their winnings can be multiplied indefinitely.

Whenever this happens, all regular payline wins will be calculated and players will be transported to a new screen where they’ll be prompted to spin a wheel to further improve their rewards. With initial prizes including a standard 1x win and a healthy 2x multiplier, players will be able to keep spinning until they land a red “end” segment, at which point they’ll be returned to the base game.

Each wheel will also display an Extra Win X symbol, and if players are lucky enough to land on this special segment, the value of all multipliers will be enhanced and they’ll be able to keep on spinning. Again, this process will continue until they’re forced to exit the bonus round or the max win has been achieved, but all smaller prizes can also be gambled in an additional “Risk” feature.

Anthony Dalla Giacoma Chief Commercial Officer: “Thanksgiving is a time where millions of families across the U.S. gather to enjoy a smorgasbord of tasty treats – and to mark the occasion, we’re serving up all manner of mouthwatering rewards in a new, holiday-themed edition of our popular Extra Win X series . Featuring the same great mechanics as the original game and an improved top prize of 20,000x, we’re sure it’ll give players and operators plenty to be thankful for.”

The post Swintt serve up a new holiday slot with all the trimmings in Extra Win X Thanksgiving appeared first on European Gaming Industry News.

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Assessing the Greek iGaming market’s potential

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Reading Time: 5 minutes

Greece has quickly become one of Europe’s most closely watched regulated iGaming markets, blending high player engagement with an increasingly mature licensing framework. In this roundtable, Christos Zoulianitis, Chief Commercial Officer at ENJOY, Tassos Theocharidis Senior Sales Executive at Altenar, and Iulian Nedelcu, Account Manager at 3 Oaks Gaming examine the market’s evolution, the trends shaping Greek player behaviour, and the opportunities now open to operators and suppliers, while assessing the regulatory and commercial challenges that will define the next phase of growth.

How has the Greek iGaming market developed over the past few years, and what changes have made the biggest difference?

C: The Greek iGaming market has transformed significantly in a relatively short time. The introduction of a clear and consistent licensing framework has provided the stability needed for long-term growth, giving both operators and suppliers the confidence to invest. From a supplier’s perspective, this regulatory clarity has been instrumental in attracting greater innovation and competition. The influx of new licensees underlines the market’s growing appeal, confirming Greece’s status as one of Europe’s most dynamic regulated markets.

T: Following the launch of Greece’s regulated market in 2021, it has stabilised significantly, with more than two dozen licensed operators now active and licensed by the Hellenic Gaming Commission (HGC). Four years on, Greece’s GGR has grown by more than 25%, with online platforms powering that growth. Since obtaining our Greek licence in May last year, we have witnessed its high potential, with the market’s regulated GGR reaching €751.6 million. This demonstrates the huge potential for licensed operators and suppliers looking to achieve growth in the jurisdiction.

I: The Greek iGaming market has gone from something that seems like the “wild west” to a fully regulated playground. The biggest game-changer was licensing – suddenly, both players and operators knew the rules of engagement. Combine that with stricter compliance, stronger player protections, and improved tech infrastructure, and you have got a market that feels solid and sustainable, one that has matured into a competitive environment where quality and localisation matter more than ever. In short, regulation has turned something that seemed chaotic into a place of ample opportunity.

From a player perspective, what trends or behaviours stand out in Greece compared to other European markets?

C: Greek players are among the most passionate and engaged in Europe, particularly in sports betting and casino entertainment. There is a strong demand for immersive, entertainment-led experiences, especially within live casino and slots. Localisation plays a major role in the live environment – Greek-speaking presenters, for instance, drive deeper connection and retention. Interestingly, while tailored live content performs strongly, slots with wider European themes also enjoy success without the need for heavy localisation. Overall, Greek players are highly discerning and place strong emphasis on quality, fairness and trust – often judging an operator by the strength of the suppliers it partners with.

T: Greek players exhibit distinctive behaviours compared to other European markets, with a rich history of playing games of chance. Sports betting, particularly football and basketball, remains the most popular vertical, and contributes nearly half of all online wagering turnover. There has also been a strong uptake of mobile and live products. Over 60% of iGaming activity now occurs via smartphones, and in-play betting has become one of the key engagement drivers.

This is an area we have heavily invested in at Altenar, and our intelligent bet acceptance logic has improved the user experience by minimising the number of bets which are rejected due to a live bet delay. The unique algorithm means bets can still be placed during a live event if there is no significant change to the odds. The use of official data from the industry’s leading providers also helps to ensure live betting windows are extended and cashout availability is improved.

Compared to other European markets like Italy or France, Greek players tend to bet smaller amounts but more frequently, emphasising the social and entertainment value of betting over purely transactional motives.

I: Greek players are passionate and extremely loyal, they gravitate toward engaging features and jackpots, but what really sets them apart is their appetite for localised content and games that feel culturally familiar, relevant and immersive. They want entertainment with personality, not just another spin on the reels. When features speak the language of Greek players, both culturally and experientially, they drive ongoing engagement rather than a single interaction.

What opportunities do you think the Greek market will offer in the coming years?

T: In line with expected annual growth of around 3.5% up to 2029, the market presents significant opportunities in several areas, and is expanding with a highly engaged player base, long-standing cultural acceptance of gambling and well-developed technical infrastructure.

More so than ever, localisation is key, with Greek language support and tailored payment systems in high demand. Additionally, retail-to-online integration and software expertise are essential to help operators compete.

I:
The opportunities are plentiful if you play it smart. Mobile-first experiences will dominate, as Greek players increasingly engage on the go. Localised campaigns alongside tailored jackpots and features will set successful brands apart. There is also room for growth in gamification and responsible play tools, which are increasingly valued. In short, the companies that succeed will be those that combine smart innovation with a genuine understanding of Greek player preferences. A generic slot experience simply is not enough anymore.

C: As more casinos go live under licence, competition is intensifying, opening fresh opportunities for content providers to help operators stand out. Exclusive titles, premium live content, and branded formats are all becoming key differentiators. For suppliers, there is also scope to add value through localised experiences and innovative promotional features that enhance engagement. With a robust regulatory base and consistent year-on-year growth, Greece is shaping up to be one of Europe’s most promising markets for operators and suppliers alike.

Looking ahead, what hurdles do you think the market will face in the coming years?

T: Despite growth, the market faces some structural challenges. High taxation, with GGR tax rates of up to 35%, among Europe’s highest, compresses operator margins. Meanwhile, illegal gambling continues to siphon away 10% of total wagers, prompting the HGC to establish a dedicated task force to curb unregulated activity.

The need for a refreshed regulatory framework has also become urgent. The HGC itself has noted the limitations of the current structure and advocates for a system ‘built from the ground up’ to align with international best practices.

I: The hurdles are quite clear: stricter regulations, heavier compliance burdens, market saturation, and the not-so-small matter of Greek taxation. Operators will also need to constantly balance innovation with responsibility. Yes, players want excitement, but regulators want safety. Add in fierce competition, and the market can feel like a marathon. The key challenge will be differentiation and standing out without cutting any corners. Those who prioritise sustainable strategy, localised insight and long-term trust will be the ones who move ahead.

C: Despite the strong trajectory, the market is not without its challenges. High taxation, rising operational costs, and strict compliance requirements all put pressure on margins – particularly for smaller operators and studios. Suppliers also face lengthy approval processes from the HGC, which, since 2023, have become more time-consuming. Even so, these measures ultimately uphold market integrity and professionalism, helping to ensure Greece’s long-term sustainability as a regulated market.

With factors such as high taxes and increasing competition, how do you see these shaping the future of the Greek iGaming market?

I: High taxes and competition may seem like a headache, but they are in fact forcing the industry to evolve. Margins are tighter, so operators must focus on efficiency, smarter marketing, and player retention rather than quick wins. Competition, meanwhile, drives creativity and innovation – only the best survive. The result? A leaner, more sophisticated market where localisation, responsible play, and strong brand identity separate the leaders from the pack.

C: These pressures are likely to accelerate the market’s evolution towards greater maturity. Operators will prioritise sustainable growth, efficient operations, and long-term partnerships with trusted suppliers. High-quality, localised content will remain a central advantage, while innovation in promotions and player engagement will continue to separate market leaders from the rest. Despite the challenges, the steady influx of new licensees and consistently high player demand underscore Greece’s strong potential – a compact yet high-performing market that continues to deliver impressive annual results.

T: In the years ahead, Greece’s iGaming ecosystem will reflect the tension between innovation and regulation. High competition and tax pressure will likely push smaller firms out of the market, favouring operators that invest in responsible gaming, advanced technology, and product differentiation.

However, the fundamentals remain promising. With high internet penetration, a digitally engaged population, a clear licensing regime, and a growing reputation as a Mediterranean hub for gaming innovation, Greece’s iGaming market is well-positioned to sustain steady, high-quality growth.

The post Assessing the Greek iGaming market’s potential appeared first on European Gaming Industry News.

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The Golden Boomerang League winners, sports traffic tournament from Boomerang Partners shared their impressions

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October 31 marked the conclusion of the first season of Golden Boomerang League, an affiliate tournament for sports traffic by Boomerang Partners. The company named the winners in a ceremonial setting on its stage during SiGMA Central Europe in Rome, on November 4th. They became:

  • QQMedia
  • Apex Media
  • Luis Xavier

These teams made it among the 68 participants who managed to generate 20+ FTDs on sports brands from Boomerang Partners’ client portfolio over the two months of the tournament and reached the final draw. Their leaders shared their emotions and impressions.

QQmedia and their unique traffic driving concept

Taking the top spot and winning a direct ticket to the Golden Boomerang Awards 2026 (a global, annual affiliate traffic tournament by Boomerang Partners), QQmedia has proven its elite status in the industry. For the team, this victory was a validation of their unique approach and a reason for a well-deserved celebration in Cyprus.

“The win means a lot to us because it proves our concept. The way we drive traffic is unique; nobody does it like we do,” stated the CEO of QQmedia. The team’s success was driven by a forward-thinking strategy that many competitors are yet to embrace. “I think most people still live in the past… In my opinion, marketing has changed a lot. Influencers are now more powerful than major athletes or actors… We have and that’s why we’re doubling down on influencer marketing,” he revealed.

When it comes to sports traffic specifically, QQmedia leverages this by collaborating with former athletes-turned-influencers, which they note delivers “some of the best conversion rates in the entire industry.”

Looking ahead, the CEO of QQmedia is thrilled about his team automatic qualification for the Golden Boomerang Awards 2026. He recalled the previous event as a “10/10 experience.” Their strategic goal for 2026 is to forge an exclusive partnership in 2026 to focus their power and push one brand to the maximum. The CEO added that the competition itself was highly motivating for the entire team. He described the Golden Boomerang League experience in one word: “Inspiring.”

Luis Xavier builds a strong connection with the target audience

Luis Xavier secured an unforgettable prize: the AC Milan Experience package, including paid flight, accommodation, and attendance at an AC Milan home match at San Siro Stadium in Milan. This became possible thanks to the fact that Boomerang Partners is the Official Regional Partner of AC Milan.

“This victory means a great deal. It reflects all the dedication and ambition in the work done until today,” said the CEO of Luis Xavier. Their approach is straightforward but powerful. “It’s not a matter of strategy. When you know you have to achieve a goal, you just do it. We only stop when it’s accomplished.”

This determination extends to their work with sports traffic, where they believe the ultimate challenge – and key to success – is achieving a strong, genuine connection with the target audience.

Personally, the CEO of Luis Xavier, a huge football fan, looks forward to the Milan trip as a unique reward. He’s already decided his wife will join him, making it a personal celebration of a job well done. For his team, this victory serves as a powerful motivator, proving that “without dedication, nothing is achieved.”

Apex Media is aiming to diversify, and grow globally

Apex Media also scored the AC Milan Experience package. The win has deepened their commitment to their partnership with Boomerang Partners.

“I’m so emotional about the new trip that is coming,” shared the Head of Sales at Apex Media’. “The fact that we won this competition only inspired us to continue working with Boomerang Partners, maybe even more.”

As a team of passionate football fans who recently attended an AC Milan match versus AS Roma, this prize is a perfect fit. The trip to Milan holds special significance for their fully remote team. It serves as a powerful bonding opportunity. “I cannot wait to spend beautiful moments in this town and bring our whole team together,” the Apex Media’ Head of Sales added.

Looking forward, Apex Media plans to build on this success by focusing on constant growth, diversification, and global expansion.

There are more to come

Golden Boomerang League became Boomerang Partners’ first affiliate tournament with focus only on sports traffic. The company continues its course toward the status of leading sports affiliate program in the industry, and it has many plans for 2026. Follow the news on the official website and social networks of the agency.

About Boomerang

Boomerang Partners is a rapidly growing global marketing agency offering a wide range of services. Boomerang Partners is the Official Regional Partner of AC Milan. In 2024, it launched the inaugural Golden Boomerang Awards — a global tournament for affiliate teams. More than 400 affiliate teams participated in the second season of the tournament in 2025. The agency launched six new products in 2024-2025, contributing to a nearly 1.5-fold increase in product users.

The agency’s client portfolio contains 13+ brands offering affiliate and entertainment services across 40+ markets in compliance with local regulations. These products provide personalized bonuses and 24/7 multilingual support.

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