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Account management: the evolution of customer service
A staple of many businesses since time immemorial and a vital cog in the machine for suppliers across the online casino industry – but how has it changed over the years to what we recognise today? How can best practices be evolved further? Kalamba’s Andrew Crosby examines.
Account Management teams – everyone has them, but what does it mean to be an Account Manager within the i-gaming industry? It’s obviously a critical role, but where do you think it sits within an organisation’s hierarchy?
For me, it sits at the top of the tree. The company’s AM team is the conduit of information, commercials, game presentations, promotional buy-in, and fundamentally the business relationship with the customer. Relationships with the customer can last for many years within the iGaming sector so it is a very good idea to retain quality staff who’ve built up these relationships over the years. I’ve seen it many times that where staff have moved on, ultimately the business suffers due to the new relationship that’s put in place. Obviously, this is not always the case but it’s certainly a risk to look out for.
Do you think that there is anything within account management in the online casino industry that you think can only be found there?
As the industry has matured the Account Management teams have become more corporate and in line with AM practices across various industries. Earlier there was a large learning curve for everyone in the industry but now there is a more standard practice between operators and suppliers in general I would say. I also think our industry has more entertainment than any other now with the sheer volume of suppliers available compared to 10 years ago but is still a vital part of relationship building within our industry.
We all know of the impact that Covid-19 brought to our working lives but many of its changes have been adopted and fostered since lockdowns were lifted – is this a positive evolution?
Working from home and being more flexible with working hours has changed the landscape and allows people a better work-life balance. Customers and suppliers had to adapt to online meetings and convey information differently from the norm of face-to-face meetings, it was difficult but if you were creative some meetings could be very informative as well as entertaining. The 9-5 working hours are now more flexible and I feel suppliers understand that an AM’s job can be over many hours and weekends so the flexibility has been widely received. As an example not having to rush out of the gym to make it to work at 9am, having these work-life balances really help with employee happiness. It’s also been a breath of fresh air getting back to face-to-face meetings, conferences, and work events and in my opinion face- to face meetings have always been the best way of conducting business and building strong long-term relationships.
What is expected from an account manager in 2022 that wasn’t a decade ago?
Account Management is driven by relationships over long periods and those relationships stay with that AM during their career. A decade ago there were only a handful of players in the market Playtech, Microgaming, Cryptologic, NetEnt and a few small studios. Now the competition is immense and with that, the competition to get your games prominent on operator sites, on release day and promoted is becoming increasingly more difficult. Account Management has now become one of the key if not the key department in the industry to achieve this now. When I applied for the AM role at NetEnt it was the first vacancy of that type I had seen after living in Malta for two years and at that point, NetEnt had four AMs, two in Malta and two in Sweden – I was handed sixty-five accounts on day one! Now the landscape has changed dramatically, and AMs can move around frequently if they are not suited to the company or are looking for higher salaries. This presents a new challenge in trying to keep valued members of the team. Work-life balance, good relationships with colleagues and always being there to support and mentor the Account Manager’s career will go a long way in retaining valuable staff members.
What are your most important messages to any individual or business looking to improve their account handling skillset?
Response times for me are the most important thing, and will always go a long way in relationship building. Being honest with your accounts is key, as is setting realistic targets. Always giving the correct information to your accounts builds confidence and trust in the relationship. With the development of regulated markets and increased competition, it has become incredibly important for AMs to build their knowledge in many different areas. It’s very different now compared to the .com era which now seems so long ago! I still remember negotiating and signing the first regulated market customer for NetEnt, which was also highly likely to be the first one in the industry, while on a train to Salzburg from Vienna. I think that Quickspin Co-Founder, Joachim Timmermans may still remember that one! 🙂
To sum up, being knowledgeable and timely in your responses is key, because of course, things can change at any time but I think that if you strive for these things, ultimately you’ll build successful relationships and a great account management function within any business.

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Affilka by SOFTSWISS Joins Gaming Operations Academy
SOFTSWISS, a global tech company with over 15 years of experience in iGaming, partners with one of the leading education centres in the industry – Gaming Operations Academy. Anastasia Borovaya, Head of Affilka by SOFTSWISS, will be joining the Affiliate Management course as a guest lecturer.
The Affiliate Management course at the Gaming Operations Academy equips industry professionals with practical skills in affiliate recruitment, relationship management, and performance optimisation. Leveraging her extensive experience driving Affilka’s expansion and innovation, Anastasia will provide students with valuable insights into effective strategies and best practices in affiliate marketing.
Affilka by SOFTSWISS currently powers more than 440 brands and continues to expand its global footprint. With a 58% year-over-year increase in player registrations, the platform is recognised for its transparency, flexibility, and data-driven approach. Recent milestones include launching the Cohort Analysis Report, a powerful tool designed to enhance traffic evaluation and player behaviour analysis.
As a leading affiliate marketing platform, Affilka consistently delivers innovative solutions tailored to the needs of iGaming operators. With 10 years of experience in the iGaming industry and extensive professional expertise, Anastasia will share valuable insights into building successful affiliate programs and optimising partnerships for long-term success.
Commenting on her participation, Anastasia Borovaya stated: “Affiliate marketing is a dynamic and ever-evolving industry, and knowledge-sharing plays a crucial role in its development. Through this course, I look forward to helping professionals refine their strategies and maximise their affiliate program’s potential using the latest tools and insights.”
Affilka by SOFTSWISS remains committed to advancing the iGaming industry through education, innovation, and top-tier technological solutions. Anastasia’s involvement in the course underscores Affilka’s dedication to empowering professionals with the expertise needed to succeed in a competitive market.
Elaine Gardiner, Affiliate Management Academy Course Director, shared: “The Affiliate Management Masterclass is not just about theory. With over 16 years of hands-on experience in Affiliate Management and Program Management, it’s packed with real-life insights, proven strategies and practical advice you can start implementing straight away. We are proud to strengthen the upcoming course with the extensive expertise from Affilka by SOFTSWISS.”
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 27,800 casino games, the Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team counts over 2,000 employees.
The post Affilka by SOFTSWISS Joins Gaming Operations Academy appeared first on European Gaming Industry News.
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BETBY EXPANDS PREMIER CRICKET PORTFOLIO WITH LAUNCH OF X-BATTLE BAT
BETBY, the innovative sportsbook supplier, has unveiled the launch of its first fully in-house made e-sim X-Battle Bats, the debut title in its BETBY Unity Games lineup. Launched to align with the start of the cricket season, this fully automated cricket simulation is now a key addition to BETBY’s premier cricket content portfolio, delivering unmatched coverage and player engagement across both real sports and esports simulations.
X-Battle Bats pits two AI-controlled batsmen against each other in an intense, strategic duel where every shot matters. Featuring high-quality graphics, the e-sim delivers a visually engaging experience that enhances the thrill of competition. With no human input required, the simulation is powered entirely by advanced AI decision-making and realistic ball physics, ensuring that no two games are ever the same. Each match consists of 10 turns per batsman, with points awarded based on shot placement, creating a fast-paced experience filled with unpredictability and excitement.
The e-sim delivers a compelling blend of simplicity and depth. Players can witness a variety of batting styles and dynamic ball movement, making every shot feel authentic. With over 50 betting markets and 5,000 matches per month currently available—and scalable to any volume as needed—X-Battle Bats promises a non-stop stream of action for cricket fans and betting enthusiasts. As a fully in-house development, BETBY ensures 100% data accuracy and stability. The e-sim also offers unlimited customization options, allowing operators to tailor banners, players, and tournaments according to their preferences. With a particular focus on India, where cricket is highly popular, BETBY is prepared to craft bespoke solutions to meet regional demands, reinforcing its commitment to localized innovation and personalization.
Kirill Nekrasov, Head of Sportsbook Product at BETBY, commented: “We are proud to introduce X-Battle Bats as the first product in the BETBY Unity Games lineup. This launch represents another step in our mission to continuously expand and refine our esports and virtual sports offering, ensuring operators have engaging, high-quality products tailored to their audiences. X-Battle Bats, a fresh, dynamic content that resonates with bettors worldwide, further solidifies our position as a pioneer in AI-driven sports simulations.”
As the cricket season kicks off, BETBY’s comprehensive cricket portfolio is fully equipped to meet the surge in demand surrounding the start of the Indian Premier League. Alongside X-Battle Bats, BETBY offers a broad selection of cricket betting options across multiple formats.
The supplier delivers coverage of 1,500+ real events, featuring 100+ pre-match markets and 70+ live markets, including advanced statistical player props and outright options beyond standard markets. With a dedicated team of expert traders, BETBY ensures accurate odds and seamless market updates throughout every match.
For eCricket enthusiasts, Competitive eCricket provides an immersive experience with 1,000+ events per month, featuring real players competing in two simulators—Cricket 24 (for PC and consoles) and Real Cricket 24 (for mobile devices). The format consists of 5-over matches, with betting available across three core markets for both pre-match and live wagering.
BETBY’s proprietary esports feed BETBY Games further strengthens its cricket offering with high-frequency AI-powered simulations. The Classic format features 10,000+ events per month, covering the top five global cricket leagues, with 100% stability, over 10 betting markets, and 5-over matches. Meanwhile, the Blitz format delivers 5,000+ ultra-fast matches lasting from 3 to 5 minutes in a 1-over format, offering 20+ betting markets and ultra-low margins.
With this extensive cricket-focused product suite, BETBY is fully prepared to support operators and bettors as the world’s biggest T20 tournament gets underway.
The post BETBY EXPANDS PREMIER CRICKET PORTFOLIO WITH LAUNCH OF X-BATTLE BAT appeared first on European Gaming Industry News.
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GAMOMAT expands its Gaming for the Climate initiative with the launch of Great Grizzly
GAMOMAT, one of the leading independent German software developers for slot games, is launching its brand-new title “Great Grizzly” as part of its Gaming for the Climate initiative. The initiative was first launched in 2021, and the fifth game to join the initiative will support Vital Ground in its mission to protect grizzly bear habitats across North America.
A share of the GAMOMAT-revenue generated from Great Grizzly will directly benefit Vital Ground, a nationally accredited land trust specialising in conserving and connecting key habitats for grizzly bears and other wildlife. Since launching in 1990, the trust has protected and enhanced over 1 million acres of critical habitat, working to prevent human-wildlife conflicts and ensure long-term biodiversity conservation.
Set in the expansive wilds of North America, Great Grizzly takes players on a stunning journey through a kingdom ruled by the majestic grizzly bear. The grizzly bear is the big star of this new release, joined by an array of beautiful animals roaming on the reels.
Free games can carry multipliers of up to 27 and will be activated if three, four, or five golden paw print symbols are shown on the reels. Three symbols enable eight free games, four enable 15 free games, and five enable 20 free games. During free games, the golden grizzly bear can leap onto the reels, transforming eagles, lynx, wolves, and deer into the powerful bear symbol to enhance the returns.
Great Grizzly is available to all Bragg operator partners through Bragg HUB. With this latest addition, GAMOMAT’s catalogue of games supporting climate protection now includes Book of Oasis (Healthy Seas), Monkey Mania (Borneo Orangutan Survival), Lava Lions (African Wildlife Foundation), and Alexandria Fire (WeForest).
Dietmar Hermjohannes – Founder of GAMOMAT said: “Gaming for the Climate is not only raising awareness but also taking action on environmental matters close to our hearts. Vital Ground has been doing crucial conservation work to protect North America’s grizzly bears. Together, we can protect the climate while creating better places for people and wildlife. All of this is achieved through a fantastic game that celebrates the breathtaking beauty of the North American wilderness. I couldn’t be prouder of my team.”
The post GAMOMAT expands its Gaming for the Climate initiative with the launch of Great Grizzly appeared first on European Gaming Industry News.
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