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The customer is always right
Carl Degiorgio, COO at PressEnter Group, says that customer service is a powerful differentiator that most operators are not currently taking advantage of
Online casino operators such as PressEnter Group go to great lengths to ensure their brand delivers more value than those of their rivals. To do this, many focus on areas such as marketing, bonusing and the slots and games stocked in their lobbies.
But one of the most powerful ways to differentiate is also one of the most underestimated, and that is customer support.
Customer support is one of the most vital departments when it comes to the success of any company but especially an online casino. In an industry where creating a unique yet sustainable competitive advantage is challenging, this can be a key differentiator.
Customer service is so important because it is often the first point of contact for customers. It is where they go when they are considering signing up for the first time but have a question, need assistance during their time at the casino or if they have had a bad experience and are going to close their account.
This makes it a fundamental part of the overall player experience, and if run correctly can be used to convert more players, boost retention and drive cross-sell.
A blueprint for top-level customer support:
At PressEnter Group, we believe that good customer support comes down to providing the right information at the right time, but gold standard customer support requires going a step further.
At a minimum, players expect to be able to speak with agents at all times so this means offering 24/7 customer support across all channels – live chat, email, telephone, etc. Agents must be highly trained, and not only meet but exceed customer expectations always.
The philosophy of doing whatever it takes to ensure the player is happy and to make them feel valued needs to be embedded in the company culture and be applied to all departments and not just customer support.
Delivering the highest level of customer support is not without its challenges:
Just like any department within an online casino operator, customer support has many challenges to face and overcome. The main hurdle is hiring the right people for the job – customer service can be testing at times and to be a good agent requires talent and training.
For global operators, it is important to hire agents that speak different languages – as we all know, localisation is key to the success of an online casino. But it is just as important to train agents and to continue to help them develop and grow.
The only way to ensure agents meet the standards set by the company is to employ the best talent in the industry, and again that can be easier said than done. But by providing the right working environment, training and incentives, it can be done.
This is vital for operators that are active in multiple markets, as they have additional complexities to contend with. The greatest of these is the need to hire talent that can speak the local language and ensure that agents are available at all times despite the different time zones.
This is why PressEnter Group has hired a scheduling coordinator who is responsible for managing customer service agent rotas based on the expected traffic at different times of the day, on different days and in each of the jurisdictions where we are active.
Leveraging the latest technologies:
While having a talented and trained team of agents is key to customer support, so too is the technology used to deliver the service to players. In most cases, operators will use a third party for this, and, in our experience, it is vital to undertake due diligence prior to entering an agreement.
Operators need to ensure their chosen partner is robust and reliable and that they can scale in line with their own growth plans.
The latest technologies need to be combined with seamless processes and training. Beyond covering the basics, training should be wide in scope and granular in execution if support agents are to achieve the highest possible standards of service and reflect the brand’s image and core values.
Having the right processes in place ensures there is organisation within the department. This is especially important when scaling rapidly as PressEnter Group has – without clearly defined processes, there is a risk of generating chaos which in turn will negatively impact customer support.
PressEnter Group puts such importance on processes, organisation and training that we have a dedicated training coordinator as well as a QA specialist.
Customer service and responsible gambling:
Customer support is not only vital to acquisition, retention and delivering a superior player experience, it is also a powerful responsible gambling tool.
While licensed operators such as PressEnter Group offer the tools and information that players need to stay in control of their play, nothing beats the direct line of communication that customer support agents have with our customers.
They are able to observe playing patterns, monitor communications and make interventions as and when required. And they can do this with a personal touch.
The basics of customer support are the same for all operators, so to use this aspect of online casino to stand out they need to dare to do things a bit differently. You might not get it right the first time around, but over time it will lead to stand-out customer service.
At PressEnter Group, we have learned to master the basics and now put our own unique twist on customer support. This sets us aside from our rivals and is reflected in our customer satisfaction scores, which are way above the industry average.
There is minimal differentiation when it comes to games and payment methods being offered by operators, yet the customer service delivered by staff members simply cannot be replicated by other brands and this must be capitalised on.
Those that do will not only elevate the customer experience, but they will take player acquisition, retention and loyalty to the next level.
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Team Vitality announce Clément “CyvOph” Millard and Ștefan “Sayonara” Mîtcu as new signings
Today, Team Vitality is excited to announce the arrival of VALORANT players Clément “CyvOph” Millard and Ștefan “Sayonara” Mîtcu the club’s elite roster.
French player CyvOph will join the VALORANT roster from Mandatory with immediate effect, while Sayonara has been loaned to DVM in the French VRL – French Challengers League.
20-year-old Frenchman Clément “CyvOph” Millard has officially joined Team Vitality’s VALORANT roster. CyvOph, formerly of Mandatory, is one of France’s top up-and-coming talents, with a plethora of French tournament wins under his belt, including the VALORANT Open Tour France 2022: Stage 2.
“CyvOph is an extremely motivated player that has shown great potential when working with the team.” says Daniel “Faded” Hwang, Head coach of Team Vitality’s VALORANT team. “His natural connection with the team and willingness to grow makes him the perfect fit.”
In addition to the signing of CyvOph, Team Vitality has also signed Moldovan prodigy Ștefan “Sayonara” Mîtcu on a pre-contract. Sayonara joins from DVM, and has been loaned back to the French organisation to further his development in the VALORANT scene. Regarded as one of Europe’s top prospects, Sayonara was named Stage MVP during the VALORANT Challengers 2025 France: Revolution Stage 1 semi-final earlier this year. He has also featured for Fnatic in numerous off-season tournaments, such as Red Bull Home Ground and the Riot Games ONE PRO INVITATIONAL 2024.
With the additions of CyvOph and Sayonara, Team Vitality has strengthened its position as one of Europe’s top VALORANT teams, following their VCT 2025: EMEA Kickoff win, and top-four finish at VALORANT Masters: Bangkok. The team will consist of Saif “Sayf” Jibraeel, Kimmie “Kicks” Laasner, Felipe “Less” de Loyola Basso, Nikita “Derke” Sirmitev, and Clément “CyvOph” Millard.
“We’re thrilled about the new additions to our VALORANT roster,” says Fabien “Neo” Divide, President of Team Vitality. “Securing one of France’s top talents in CyvOph reinforces our identity as one of the world’s leading organizations and with Sayonara joining, our roster is stronger than ever. Their skill, dedication, and synergy with the team put us in a great position for the challenges ahead. We can’t wait to see them in action and for our fans to support us on this journey.”
With CyvOph’s addition to the team, Nikita “trexx” Cherednichenko will move to the inactive roster.
The new-look roster will be first seen at the VCT 2025: EMEA Stage 1 – Group Stage, beginning on March 26, 2025.
The post Team Vitality announce Clément “CyvOph” Millard and Ștefan “Sayonara” Mîtcu as new signings appeared first on European Gaming Industry News.
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‘Nudge Me I’m Irish’: AGS Premieres Gold Nudge™ and Diamond Nudge™ at Graton Casino This St. Patrick’s Day
AGS celebrated the world premiere of its first mechanical nudge games—Gold Nudge™ and Diamond Nudge™—on St. Patrick’s Day at Graton Resort & Casino in Rohnert Park, California. The event marked the debut of these exciting new titles, exclusive to AGS’ Revel™ slot cabinet, the company’s first mechanical stepper product.
The evening kicked off with a festive ribbon-cutting ceremony, where invited players enjoyed an exclusive first spin on the new games. To make the premiere even more memorable, a playful leprechaun roamed the casino floor, spreading St. Patrick’s Day cheer and handing out themed swag. The night culminated with a thrilling raffle drawing, where one lucky winner walked away with a Gold Nudge-logoed whiskey barrel to commemorate the event.
“The world premiere of Gold Nudge and Diamond Nudge at Graton Resort & Casino underscores our commitment to delivering cutting-edge entertainment,” said Brian Green, Chief Operating Officer of Graton Casino. “This groundbreaking slot machine sets a new benchmark in gaming, offering our guests an exceptional and exclusive experience.”
Gold Nudge and Diamond Nudge highlight AGS’ ability to adapt popular video game mechanics—such as nudges and wild multipliers—into a stepper format. These games feature up to 11 possible nudges, double and triple wild multipliers in Gold Nudge and watermark multipliers on bars and sevens on Diamond Nudge, and a 3-tier progressive jackpot to offer big wins.
These titles also showcase AGS’ ongoing success across multiple game formats. The company has made waves with its 3-reel products, excelling not only in mechanical stepper, but also in video slots and online real-money games. AGS has earned top spots on recent Eilers & Krejcik Gaming (EKG) performance reports for its 3-reel games across both land-based and online platforms, underscoring the widespread appeal and success of their game library.
Diamond Nudge will also be showcased at the Indian Gaming Association (IGA) tradeshow at the end of the month, where AGS will continue to showcase its innovative gaming solutions to an even wider audience.
The post ‘Nudge Me I’m Irish’: AGS Premieres Gold Nudge™ and Diamond Nudge™ at Graton Casino This St. Patrick’s Day appeared first on European Gaming Industry News.
Prestigious Annual Awards Program Recognizes Outstanding Financial Technology Products And Companies Around the World
Vixio, a leading provider of regulatory intelligence solutions, today announced that it has been named “Best RegTech Platform” in the FinTech Breakthrough Awards program conducted by FinTech Breakthrough, an independent market intelligence organisation that recognises the top companies, technologies and products in the global FinTech market today.
The Vixio platform delivers actionable compliance intelligence to over 180 jurisdictions worldwide, focusing on payments and gambling. The fully interactive platform comes with self-service tools for complete control over the information flow. Its filters and search engines, monitors and alerts, and self-service tools empower users to tailor information to their needs.
Vixo’s AI-enhanced technology enables customers to integrate data, information and insights seamlessly into their daily workflows. Dashboards and customisable watchlists enable real-time tracking of regulatory developments in target jurisdictions or for certain business lines. Additionally, the recently added VIQ AI Search utilises state-of-the-art LLM Claude 3.5 Sonnet, allowing users to interrogate the data on the platform for specific insights.
At the core of Vixio’s solution is an expert team of analysts and researchers. These experts regularly spend time with lawmakers, regulators and industry participants to understand regulatory issues, and then deliver timely expert insights to help clients navigate the ever-evolving regulatory landscape.
“Compliance teams can no longer rely on manual research to stay ahead of the curve—that’s why they partner with Vixio. The payments and gambling space are two highly regulated industries, making it critical to adhere to licensing obligations, adapt to changing regulations – especially between jurisdictions and product types, and identify growth opportunities,” said Steve Johansson, Managing Director, FinTech Breakthrough. “The Vixio platform combines their expertise with advanced technology to prioritise relevant intelligence, helping compliance teams cut through the noise. We’re proud to name them 2025’s ‘Best RegTech Platform!’”
The FinTech Breakthrough Awards is the premier awards program founded to recognise the FinTech innovators, leaders and visionaries from around the world in a range of categories, including Digital Banking, Personal Finance, Cryptocurrencies, Lending, Payments, Investments, RegTech, InsurTech and many more.
“We’ve designed our platform to save our clients significant time, and ensure users can identify areas of compliance that may become areas of risk or vulnerability to their business if left unaddressed. By harnessing advanced technology, we’re essentially removing time-consuming and resource-heavy manual searches and lowering costs,” said Mike Woolfrey, CEO, Vixio. “We’re overwhelmed with gratitude to accept this award from FinTech Breakthrough. Going into the next 12 months, In response to client feedback, we plan to expand coverage to new verticals and jurisdictions while continuing to enhance platform functionality.”
Additionally, Vixio’s new Horizon Scanning feature is supported with data to project market outcomes. It provides users with links to the original legislative texts and references so users and external legal counsel can analyse and interpret the regulations themselves. Vixio’s intuitive interface and search menus help compliance analysts explore growth opportunities proactively with a clear understanding of the regulations in given jurisdictions for each product and service. Additional bespoke tools and functionality allow users to integrate data seamlessly into their daily workflow and to export intelligence for reporting.
To learn more about simplifying compliance management with Vixio’s award-winning regulatory intelligence solutions, visit vixio.com.
The post Vixio Selected As “Best RegTech Platform” in 2025 FinTech Breakthrough Awards Program appeared first on European Gaming Industry News.
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