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Exclusive Q&A w/ Paul Buianov, Founder and CEO at BetCare
Why is customer service so important for online casino operators? How does it allow them to stand out from their rivals?
Customer service is one of the most powerful player acquisition tools available to online casino and sportsbook operators. It allows brands to quickly build trust with players, and to answer any questions they may have before signing up, depositing and playing. This makes it a very important part of the onboarding process. Customer support is very much the front line for operators and the first point of contact the player will have with the brand. It’s also vital to retention, with good customer service providing players with answers to any questions they may have, resolving technical issues and strengthening responsible gambling processes and procedures. This means that customer service can be a significant differentiator, making players feel better looked after and more appreciated than at rival brands. The personal touch should never be underestimated, as this is often what keeps players coming back for more.
What are the key challenges that operators face when it comes to customer support? Does this differ from market to market? If so, how?
The greatest challenge with customer support in any market is ensuring that player questions are answered and that requests are satisfied. This might sound easy, but it’s not. Customer support must be available 24 hours a day, seven days a week. Agents must have a deep understanding of the online casino/sportsbook and how it works, while also being able to communicate with players with patience and empathy, and in a language they understand. This is especially challenging for operators active in multiple markets around the world – like the rest of their proposition, customer support must be localised.
How can these challenges be overcome?
To overcome these challenges, operators must build out a sophisticated customer support function with a highly trained team that can provide round-the-clock support in the market where their brands are active. What’s more, they must not be afraid to communicate with players – ultimately, communication is what makes customers feel valued and important to the brand. Internally, customer support must have a clear understanding of the business and the casino/sportsbook and have a direct line of communication with other departments and teams. This is the only way issues can be effectively escalated and resolved. As you can tell, customer support is a vast, all-encompassing part of the business and that’s why many operators look to outsource this part of the business to specialist third parties.
What does gold standard customer support look like? How can it be achieved?
In addition to the above, gold-standard customer support must be available to support players across all touchpoints and moments in their journey with the casino or sportsbook. This covers from the first time they land on the site through onboarding, depositing, playing, withdrawing and loyalty. That’s why it is so important for agents to be highly trained and also work hand in hand with other departments in order to be able to deliver the support players need with any aspect of the brand or their play.
Is customer service important from a responsible gambling perspective? How?
Yes, it is vital. Effective responsible gambling comes down to communication with players and customer support agents are best placed to do this. By asking the right questions, they can understand player behaviours and help to determine if they are displaying signs of problem play. Those with the right training can also make interventions and direct players to the support they need. But customer service can also be preventive, making players aware of the risks of gambling addiction and helping them use the tools available to keep in control of their play. Ultimately, prevention is the best approach as it stops players going on to generate gambling problems, and customer support is a very effective preventative tool.
Why should operators look to outsource customer support rather than build an in-house team?
Building out a customer service function is a significant undertaking, especially for smaller operators that tend to have to prioritise other areas of the business. Customer support specialists such as BetCare can take control of the entire function and localise it for each of the markets the operator targets. We have the experience and the expertise to know what it takes to deliver five-star support, and the team in place to provide it. We also offer a range of additional services and solutions, such as reactivation, attracting players including mass-mailing and SMS campaigns along with KYC, risk payments and analysis of players’ behavioural patterns.
We pay special attention to VIP players, not only by providing exceptional service in a range of languages but also by varying our communication channels. We initiate communication with VIPs and, even more importantly, via the platforms they want to use.
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EGT will send off this year’s gaming events season with another memorable participation in BEGE Expo. Traditionally, guests will be able to enjoy a wide selection of brand-new innovative products and bestsellers, as well as other surprises at the company’s stand 2.22 on November 26th and 27th.
Following their recent successful debut, the two new models from EGT’s Supreme series, S 55 V ST and S 55 S ST, will be presented to the local gaming audience for the first time during the show. Featuring captivating 55-inch UHD 4K displays, they will make a long-lasting impression on visitors with their stunning visuals, numerous interactive features, and smooth gameplay.
Alongside the General mixes, the Supreme cabinets will reveal the fascinating world of Supreme Selection Series multigames, including its latest addition – Jackpot Supreme Purple Selection mix. It will stand out with its premium collection of 50 exciting titles, blending well-established favorites and fresh new offerings with great potential.
Attendees will also be able to get acquainted with another brand-new multigame from the EGT portfolio – Power Red Selection. Including 54 titles, it will provide players with the opportunity to try their luck with both classic slots and roulette games, which can be set as Single Zero (European) or Double Zero (American) roulette.
The company’s jackpot family will be represented by the top-performing Asian-themed Zhao Cai Shuang Yu, Sheng Sheng Bu Xi, the absolute bestseller Bell Link, as well as Bell Link Boost and Gods & Kings Link with their new additions Bell Link Boost 2 and Gods & Kings Link 2.
EGT will also showcase its latest ETG developments. Guests will be able to learn more about the new Parallel Spins roulette center. It provides a state-of-the-art multiplayer experience with dual G RSA roulette centers positioned side by side. It allows simultaneous gameplay across both wheels, while a shared overhead structure delivers attractive options for branding and excellent visibility. Dedicated software enables true parallel spin functionality, which adds even more thrill to the game and increases player engagement.
EGT’s casino management system Spider with its 15 modules will be on display as well to demonstrate that it can be an indispensable assistant to casino managers in organizing daily activities at gaming venues. Numerous AWP and VLT solutions, created specifically for different markets, will complement the company’s product selection for the show.
EGT Digital will also showcase its rich variety of casino games, as well as the in-house developed iGaming platform X-Nave, providing operators with everything they need to build and grow a successful online business.
Nadia Popova, Chief Revenue Officer and VP Sales & Marketing at EGT, commented: “It is always a pleasure for us to take part in BEGE Expo – the largest gaming exhibition on the Balkan Peninsula, bringing together industry professionals from the whole region. Once again this year, we will welcome our partners, clients and friends at our stand to share our upcoming initiatives and discuss how together we can achieve even greater success.”
The post EGT to reveal advanced Supreme cabinets and multigame mixes at BEGE Expo 2025 appeared first on European Gaming Industry News.
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VGCCC has launched consultation on proposed reforms to the application process for Electronic Gaming Machine approvals in Victoria.
“Our Electronic Gaming Machine (EGM) application process for new premises approvals under section 3.3.6 and EGM increase applications under section 3.4.17 of the Gambling Regulation Act 2003 is undergoing a significant uplift to align with modern expectations, recent legislative change, and our strengthened mandate to minimise gambling harm. It also intends to reduce red tape by ensuring applicants focus on priority factors that commonly determine the suitability of an application,” VGCCC said.
VGCCC is inviting feedback from all stakeholders — including, but not limited to, industry participants, councils, experts and community organisations — to provide feedback on:
• the clarity and practicality of the revised application and hearing processes
• ambiguities, redundancies or gaps in the revised application form and practice notes
• any other opportunities to improve the application and hearing process.
Consultation period closes on 19 December 2025.
The post VGCCC: EGM Application Improvements Consultation appeared first on European Gaming Industry News.
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TaDa Gaming, the award-winning casino content provider, has released Clover Ladybug, a vibrant slot where expanding Wilds, playful multipliers and the lucky ladybug herself lead the way to exciting 1500x wins.
Set on a 5×3 grid with 20 paylines, Clover Ladybug transforms the simple joy of nature into a lively slot experience. The reels are filled with clovers, golden bells and other lucky icons, all brought to life with bright, colorful graphics and a joyful soundtrack that celebrates every win.
At the heart of the gameplay lies the Wild expansion feature. Wild symbols can appear on any reel and will randomly expand in cross or diagonal patterns when they land. When multiple Wilds overlap, they stack into multiplier Wilds, creating thrilling combinations and boosting win potential across the board.
The Clover Ladybug feature adds another layer of surprise and charm. Acting as a collector, the Ladybug gathers clovers from the reels and can randomly return them back onto the board, triggering expansions and increasing rewards in unpredictable ways.
With its dynamic Wild mechanics, uplifting animations and smooth pacing, Clover Ladybug delivers approachable, high-energy gameplay that feels both classic and fresh.
Sean Liu, Director of Product Management at TaDa Gaming, said: “Clover Ladybug embodies everything players love about our approach to design—simple mechanics, vivid energy, and a sense of joyful unpredictability. Every spin feels alive with movement and potential.”
The post TaDa Gaming Releases Clover Ladybug appeared first on European Gaming Industry News.
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