Connect with us
Prague Gaming & TECH Summit 2025 (25-26 March)
728x90 banner available here

Latest News

Exclusive Q&A w/ Paul Buianov, Founder and CEO at BetCare

Published

on

Reading Time: 3 minutes

 

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.

 

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.

Continue Reading
Advertisement
Prague Gaming & TECH Summit 2025 (25-26 March)
Click to comment

You must be logged in to post a comment Login

Leave a Reply

Latest News

MightyTips shortlisted for the GamingTECH Awards 2025 as the Best Sportsbook Affiliate in CEE

Published

on

Reading Time: 2 minutes

 

MightyTips has been shortlisted for the HIPTHER GamingTECH Awards 2025 as the Best Sportsbook Affiliate in Central and Eastern Europe. The ceremony, which will occur on March 25, 2025, at the Prague Gaming & TECH Summit 2025, celebrates excellence and transformational impact within the CEE iGaming industry.

MightyTips has been nominated for the Best Sportsbook Affiliate award alongside its mother company, SEOBROTHERS, and several industry heavyweights such as Better Collective.

MightyTips highlights

The nomination follows a year of growth for the online sports portal. Over the last 12 months, MightyTips has continued to generate consistent traffic to major online sportsbooks in the CEE region, most notably Poland and Romania. In addition to providing daily football predictions across multiple competitions and tournaments to regular users, MightyTips has markedly improved its site’s overall user experience. It has focused on creating a modern aesthetic, improved navigation across its betting tips pages, and in-depth sportsbook reviews.

The newly designed pages have enhanced loading speeds, making it much quicker for users to access the latest sportsbook listings, get an overview of expert ratings, navigate welcome bonuses, and make more informed decisions when selecting an online iGaming provider. These meticulous alterations have paved the way for further updates and larger UX/UI improvements, which will be implemented in 2025. These changes include a brand new football prediction page and redesigned bonus cards, offering users a comprehensive rundown of the latest sign-up offers.

What MightyTips said

Eugene Ravdin, Head of Communications and Marketing at MightyTips, said: “We are overjoyed to be shortlisted for Best Sportsbook Affiliate at the GamingTECH Awards and participate in this event targeting industry professionals. We are delighted that the hard work of our team has been acknowledged and recognised for our continued efforts to deliver high-quality content and an intuitive platform to all of our users in these regions.”

What are the GamingTECH Awards

The HIPTHER GamingTECH Awards celebrate industry excellence and innovation within the iGaming sector, focusing on the Central and Eastern European regions. The final votes will be cast at the Prague Gaming & TECH Summit 2025, which takes place on March 25-26 in Vienna House by Wyndham Andel’s, Prague.

HIPTHER, a media and event platform, delivers cutting-edge insights and networking opportunities in the gaming, fintech, blockchain, and compliance sectors. Through its 15 news portals and international conferences portfolio, HIPTHER provides industry professionals with the latest regulatory updates, technological advancements, and market trends, fostering a community where innovation meets responsibility.

The post MightyTips shortlisted for the GamingTECH Awards 2025 as the Best Sportsbook Affiliate in CEE appeared first on European Gaming Industry News.

Continue Reading

Latest News

Week 10/2025 slot games releases

Published

on

Reading Time: 4 minutes

 

Here are this weeks latest slots releases compiled by European Gaming

Spinomenal has unveiled Irish Treasures 2 – the follow up to the hugely successful original Irish Treasures – Leprechaun’s Fortune. Players return to an enchanted forest that shimmers with green embers under a darkened canopy. The game is set within a 5×3 format, framed in a wooden frame to give the feeling of being inside an old Irish drinking tavern. A red-haired pixie, pot of gold, beer tankard and wooden pipe complete the rustic feel.

BGaming is thrilled to announce the launch of Alice WonderLuck. Inspired by the whimsical world of Lewis Caroll’s iconic novel, Alice Wonderluck invites players to conjure up some magic on the reels. Alice WonderLuck plunges players into a vibrant reimagining of Wonderland, where a series of familiar characters are given a fresh, digital makeover. The classic tale’s creative and slightly off-kilter atmosphere has been brought to life perfectly with an enchanting soundtrack.

Push Gaming reinvigorates classic entertainment with its homage to retro fruit machines in its latest release, Power Vault. This slot is the debut game from Reel Hot Games, a new sub-brand of Push Gaming, blending nostalgic slot themes with innovative mechanics for players seeking lower and medium volatility. Blending modern mechanics with classic aesthetics, Power Vault is played across 3×3 reels and five paylines. Players must match iconic symbols like sevens, bars and bells across these pay lines to be awarded a win.

Prepare to face the legendary Gorgon in Medusa’s Madness, a mythology-infused slot where every cascade brings players closer to her petrifying power. Step into the depths of Medusa’s lair, where a 5×5 cascading grid slot awaits those daring enough to confront the serpent-haired queen. Clusters of four or more symbols trigger wins, charging the mysterious Portal to unlock powerful effects. With Special Wilds, symbol removals, and the chance to summon Medusa’s Mega Wild form, players must tread carefully if they hope to escape unscathed.

Hölle Games has released Jolly Wild Deluxe slot game, a 6×3 return of the Jolly character who some might say is more suited to a horror franchise than a slot. This time the Jolly brings a companion, a gold-faced twin who acts as a multiplier and awards 2x in the base game for any active payline. However subsequent Jollies also multiply, meaning that a payline reward could be multiplied by up to 32x.

Introducing Steamworks – Gears of Fortune, the newest offering from the acclaimed game studio Peter & Sons. This medium volatility video slot boasts unique game mechanics and immerses players in a dystopian, steam-powered universe nestled within the ruins of an industrial city, where the gears of fortune determine your destiny!

Strike gold with Dynamite Trio from Booming Games, the explosive slot featuring a thrilling 3-pot feature! Join the prospector on a deep mining adventure, where golden nuggets of fun and features are waiting to be uncovered. Put on your hard hat and brace yourself for some of the most exciting bonuses and rewards yet! Dynamite Trio is a 3×5, 20-line slot packed with exciting features. At the core of the game is the 3-pot system, with three powerful dynamite Scatters: Boost, Expand, and Collect.

Relax Gaming, the iGaming aggregator and supplier of unique content, is sending players on a mission they’ll never fur-get as they clean up the streets of pesky pooches in Purrrminator. This 6×4 Connected Ways slot can see players net up to 5,000x their stake, Free Spins and an innovative Reverse Avalanche mechanic. The Reverse Avalanche feature sees all winning symbols locked in place and retained whilst new symbols drop A round only ends when no more matching symbols land on the reels.

Evoplay has launched Young Buffalo Song, a nature-inspired slot that takes players on a journey through the vast North American plains. Set on a 5×4 reel layout with 20 pay lines, the game introduces Wild multipliers that appear on reels 2, 3, and 4, boosting wins by x2 or x3 in both the base game and Free Spins. Landing three or more Scatter symbols awards up to 20 Free Spins, with Wild multipliers remaining active throughout.

The post Week 10/2025 slot games releases appeared first on European Gaming Industry News.

Continue Reading

Latest News

European Esports Championship 2025 to Take Place from July 9-13

Published

on

Reading Time: < 1 minute

The International Esports Federation (IESF) is thrilled to announce that the European Esports Championship 2025 will be hosted in Pristina, Kosovo, from 9-13 July. This tournament will bring together 180 esports athletes from across Europe, competing in some of the world’s most popular game titles.

The championship will feature:
Counter Strike 2 –  Top 16 teams
Counter Strike 2  Women – Top 8 teams
Dota 2 – Top 12 teams

The road to Pristina begins with an intense online qualification stage, taking place from 16 May to 1 June. The top-performing teams from this stage will earn their spot at the European Esports Championship, where they will battle for national glory in front of a passionate esports audience.

“We are excited to bring the European Esports Championship to Pristina, a city with an emerging esports scene and a strong community of gamers. This event will showcase the incredible talent of European players and reinforce the growing significance of esports in the region,” said Igor Nedeski, Esports Manager at IESF.

The European Esports Championship 2025 promises high-level competition,live broadcasts, and a thrilling esports experience for both players and fans. More details regarding match schedules, venue information, and streaming platforms will be revealed in the coming weeks.

The post European Esports Championship 2025 to Take Place from July 9-13 appeared first on European Gaming Industry News.

Continue Reading

Trending

EEGaming.org is part of HIPTHER, parent brand of various prominent news outlets and international conferences. These platforms and events span a wide range of industries, including Entertainment, Technology, Gaming and Gambling, Blockchain, Artificial Intelligence, Fintech, Quantum Technology, Legal Cannabis, Health and Lifestyle, VR/AR, eSports, and several others. This indicates that EEGaming.org is part of a larger network that focuses on a diverse array of sectors, particularly those related to cutting-edge technology and modern lifestyle trends.

Contact us: [email protected]

Editorial / PR Submissions: [email protected]

Copyright © 2015 - 2025 HIPTHER. All Rights Reserved. Registered in Romania under Proshirt SRL, Company number: 2134306, EU VAT ID: RO21343605. Office address: Blvd. 1 Decembrie 1918 nr.5, Targu Mures, Romania

We are constantly showing banners about important news regarding events and product launches. Please turn AdBlock off in order to see these areas.