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SOFTSWISS Managed Services: 2021 Overview

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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.

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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AGS Enters Into Definitive Agreement To Be Acquired By Brightstar Capital Partners for Approximately $1.1 Billion

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PlayAGS, Incorporated (NYSE: AGS) (“AGS” or the “Company”), a global gaming supplier of high-performing slot, table, and interactive products, today announced that it has signed a definitive agreement to be acquired by affiliates of Brightstar Capital Partners (“Brightstar”), a middle market private equity firm focused on investing in industrial, manufacturing, and services businesses.

The Company’s Board of Directors has unanimously approved, and recommended that the Company’s stockholders approve, the agreement. AGS shareholders will receive $12.50 per share in cash. The per share purchase price represents a 41% premium to the Company’s volume-weighted average share price over the last 90 days and a 40% premium to AGS’ closing price on May 8, 2024.

AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Powered by high-performing slot products, an expansive table products portfolio, and highly rated online casino content, the Company believes it offers an unmatched value proposition for its casino partners.

“We are very pleased to reach this agreement, which we believe provides our stockholders with compelling, certain cash value. Joining forces with Brightstar represents an exciting new chapter for AGS and our mission to provide exceptional gaming solutions for our operator partners,” said David Lopez, CEO & President of AGS. “With Brightstar’s resources and strategic guidance, we believe AGS will be well-positioned to make targeted investments in R&D, top talent, operations, and industry-leading innovation, which should accelerate our global footprint.”

“We look forward to working with David and the AGS team to capitalize on opportunities by taking a long-term approach to creating value,” said Andrew Weinberg, Founder & CEO of Brightstar. “AGS has a strong pipeline of new products, and we believe the Company’s innovative approach to game development provides significant potential for continued growth.”

“We have been impressed by AGS’ award-winning products, differentiated culture, and outstanding reputation in this expanding industry,” said Roger Bulloch, Partner at Brightstar. “We trust that partnering with AGS and executing on our shared vision can accelerate the Company’s ability to create even greater value for its customers and players around the world.”

Macquarie Capital is serving as financial advisor and Cooley LLP is serving as legal counsel to AGS. Jefferies LLC is serving as lead financial advisor to Brightstar. Barclays and Citizens JMP Securities are also serving as financial advisors to Brightstar. Kirkland & Ellis LLP is serving as legal counsel to Brightstar.

First Quarter 2024 Financial Results

In light of the proposed transaction, AGS has canceled its previously announced conference call to discuss its first quarter 2024 financial results, which had been scheduled for Thursday, May 9, 2024, at 5:00 p.m. EDT. Additionally, AGS will not be issuing a quarterly earnings release. The Company expects to file its 10-Q for the quarter ended March 31, 2024 with the SEC later today.

Timing and Approvals

The proposed transaction, which is expected to close in the second half of 2025 is subject to customary closing conditions, including the receipt of regulatory approvals and approval by a majority of AGS stockholders. Upon completion of the transaction, AGS will become a privately held company and shares of AGS common stock will no longer be listed on any public market.

 

The post AGS Enters Into Definitive Agreement To Be Acquired By Brightstar Capital Partners for Approximately $1.1 Billion appeared first on European Gaming Industry News.

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ICE Barcelona will host biggest participation of European casino industry professionals – predict ECA

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The European Casino Association (ECA) which represents the interests of 700 casinos with over 60,000 employees in 29 countries is preparing for what it anticipates will be a record attendance of casino industry professionals when ICE 2025 launches in Barcelona (20 – 22 January).

ECA Secretary General Hermann Pamminger, who has worked in the industry since joining Casinos Austria International in 1991 confirmed the growing sense of anticipation surrounding the relocation to Barcelona. He stated: “Whether it has been held at London Olympia, Earls Court London or most recently ExCeL London,  ICE has served the industry superbly well with ECA members contributing  to the show’s success story helping it to achieve its status as the world-leading business event for the global industry.

“2025 will be the first time that ICE and its predecessor ATE will have been staged outside the UK since launching nine decades ago and the momentous decision to relocate to a new and much bigger venue in an exciting vibrant city on mainland Europe has captured the imagination of the ECA and its members.

“The ECA’s elected Board of Directors which consists of senior and experienced representatives of the European licensed and land-based casino industry is planning the presence in Barcelona in line with our core aims to address and promote issues related to casino operations and increase awareness of the industry amongst EU policy makers and stakeholders.

“The feedback that we are receiving from ECA members who are based in 29 countries suggest that more casino industry executives than ever before will be at ICE meeting with colleagues, participating in the world-leading content programme and being inspired by the innovations presented by the largest collection of exhibitors, curated for all sectors and verticals of the industry. This includes our UK members who are excited to explore this new location to engage with the wider European industry.

“I believe that the move to Barcelona will accelerate the number of casino executives and buyers from across Europe attending. Every successful brand needs to evolve and  the relocation will dawn a new era of opportunity for Europe’s land-based casino industry. ICE 2025 promises to be a landmark celebration and the excitement amongst our members is palpable. We are also looking to maintain and possibly increase the number of our formal meetings and events that take place during ‘ICE’ week such as our Board Meeting and General Assembly as well as the traditional CEO dinner – to cater to this increased need”

The first edition of ICE to be held outside the UK will feature a record 1,000 exhibitors comprising world leading innovators representing every sector and from every jurisdiction. ICE and the co-located iGB Affiliate – which will occupy 120,000 square metres of The Gran Via, Barcelona compared to the 100,000 sqm used in London – connect the entire global industry and provide access to the very latest cutting-edge innovations, technological solutions, regulatory updates, and insights which assist entrepreneurial businesses to enter new jurisdictions and build market share. The Convention Centre which is located in Hall 8 comprises a modular and versatile space with seating for between 3,000 and 12,000 people.

 

The post ICE Barcelona will host biggest participation of European casino industry professionals – predict ECA appeared first on European Gaming Industry News.

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ZITRO MAKES HISTORY AT THE MADRID SHOW

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Zitro has made its mark at the Feria Internacional del Juego de Madrid (FIJMA 24), presenting an exciting range of products designed to captivate Spanish players. Under the slogan “Each Game, A Story”, Zitro has once again demonstrated its commitment to excellence in the gaming industry in Spain.

At the recent edition of the Madrid show, Zitro once again surprised attendees with a large display of games. Up to 13 new slot titles were presented, with mechanics never seen before by players in Spanish gaming halls, all compatible with the Mega y Más system.

Among the most outstanding products presented by Zitro at the Madrid Show was Fu Frog, a captivating title for the Allure Glare cabinet, which leaps onto the scene with up to 7 bonus links. These are powered by a trio of exclusive features, each represented by three colored frogs: the green frog multiplies prizes, the orange one doubles the bonus, and the yellow one grants extra lives.

Epic Kingdom, showcased brightly on the Altius Glare cabinet, features an innovative “3-level Link” bonus. As link symbols appear, players will unlock three extra levels of thrilling gameplay on the bonus screen, until reaching the Mega Zone, where they can win the MEGA jackpot with just one symbol.

Another of Zitro’s stars at the show was Energy Link, presented on the Fusion Glare cabinet, and featuring up to 4 different bonus links, Energy Link is the perfect evolution of Zitro’s popular games, Link King and Link Me, which are well-known to Spanish players and operators, including the player favorite, Link Up feature, allowing them to enhance each of the bonus links by raising their bet.

Games such as Billy the Pig, which features a super dynamic bonus never seen before in Spanish gaming halls, and many other games such as Drum Dynasty, Epic Empires, Boost Link King, or Boost Link Me also stood out at the show.

As for video bingo, a market segment in which the company is the leader, Zitro has showcased a variety of new and captivating titles, such as The Great Wealth or Fratelli Pizza, which feature free games, as well as Stravaganzza Da Vinci and Stravaganzza Double Bonus, which significantly enhance access to the bonus rounds in these popular games.

In addition, Zitro is taking a step forward in its online gaming universe with a diverse range of Zitro Digital games, adapting the company’s most successful games to the Digital market and including new and improved tools and features that will captivate players.

Zitro’s founder, Johnny Ortiz, stated: “We are thrilled to share our latest gaming products for the Spanish market. Fu Frog has undeniably stolen the spotlight at the show and is already a sure bet. Our award-winning portfolio boasts innovative game mechanics, recognized, across the globe, from America to Europe, and delivers fantastic results in Spanish gaming halls where they’ve already been installed. We do not doubt that these new additions, alongside upcoming releases this year, will redefine the entertainment landscape in Spain and set the bar for future trends.”

Manuela Jiménez, Zitro’s vice president, also stated: “We would like to thank everyone who visited our booth at the Madrid show. The support from customers, authorities, and visitors alike is fundamental for us, and it drives us to continue innovating and offering high-quality gaming experiences”.

Mirroring the excitement, Zitro’s Commercial Director, Vicente Fernández, expressed his satisfaction with the customer response. “The feedback we’ve received at the show has been exceptional,” he remarked. “The strong interest from operators and players highlights our games’ impact on the market”.

The post ZITRO MAKES HISTORY AT THE MADRID SHOW appeared first on European Gaming Industry News.

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