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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.
Latest News
League of Legends Fans Flock to Munich for a Thrilling Edition of Red Bull League of Its Own 2025
Reading Time: 3 minutes
- Red Bull League of its Own 2025 saw Europe’s finest and global icons collide in a showcase of skill, creativity, and pure entertainment, marking another standout chapter for the one-of-a-kind tournament series
- Featuring some of the wildest matches ever played, highlights include G2 securing a huge 45-16 kills against T1 and Los Ratones facing off and beating T1 for the second year in a row
- MSI returned with its MSI Gaming Arena, joined by Sony INZONE as official headset partner and Herman Miller Gaming as official gaming chair partner
A new chapter in European esports history was written this weekend as Red Bull League of Its Own 2025 lit up Munich’s iconic SAP Garden, welcoming over 11,500 live attendees and countless online viewers for a full day of spectacle, strategy, and pure passion. The lineup read like a who’s who of League of Legends greatness – with reigning world champions T1 facing off against Europe’s most celebrated squads, including G2 Esports, Karmine Corp, NNO Old, and Los Ratones. Each team brought their signature flair, creative strategies, and unforgettable personalities, setting the tone for a day filled with unforgettable clashes.
Returning for its third edition, the one-of-a-kind event brought together these global legends and European fan favourites for a show built on daring play. For the first time, the stage was set in Munich’s state-of-the-art SAP Garden, transforming the city’s Olympic Park into a high-energy esports arena that buzzed with anticipation from the opening match to the closing moments. Fans were treated to a thrilling slate of best-of-one showdowns throughout the day, that kept the pace sharp and the competition unpredictable.
G2 Esports and NNO Old opened the event, with G2 coming out on top as attendees witnessed the team setting the tone for the day-long tournament with a huge KDA spike right off the bat. Match 2 saw Karmine Corp emerging victorious after a rigorous battle with Los Ratones, establishing themselves as one of Europe’s strongest. However, G2 pulled no stops showcasing why they are the leading European team in match 3, dominating the match against Karmine Corp and earning them the European title match.
Next came the clash of the titans which saw T1 facing off back-to-back against Europe’s best. G2 Esports vs T1 saw Steven “Hans Sama” Liv dropping 18 kills, resulting in G2 Esports slamming T1 with 45-16 kills in an unprecedented and shocking twist. T1 managed to scrape back after their previous loss, with Faker landing his signature outplays and bringing the team to victory against NNO Old. Then finally the showdown everyone was waiting for: the rematch between Los Ratones and T1. The battle was relentless and the most dominating, lightning-paced showmatches of the day, with 81 kills seen in 28 minutes. T1 countered with their signature flair but Los Ratones proved their might once more, driving T1’s base and closing the show in an absolute tailspin. Each match pushed competitors to their limits, celebrating the creativity and spontaneity that make Red Bull League of Its Own, unlike any other tournament in the scene.
Dynamic host Sjokz led the charge, guiding fans through every twist and turn of the event with trademark charisma and energy. The atmosphere inside SAP Garden was electric – a seamless blend of top-tier esports production, immersive visuals, and a fan community united in their love for the game. Whether watching from the front row or on stream, viewers experienced the full force of Red Bull’s commitment to pushing competitive gaming beyond the ordinary.
By the end of the day, Red Bull League of Its Own 2025 had once again proven why it stands as one of the most unique and beloved events in the League of Legends calendar. With moments that had fans holding their breath, the event captured the true spirit of modern esports – bold, unpredictable, and endlessly entertaining. From cheering for their favorite pros to discovering new matchups and witnessing once-in-a-lifetime plays, fans left Munich with memories to last long after the lights went down, with anticipation already building for what the next edition of Red Bull League of Its Own will bring.
The post League of Legends Fans Flock to Munich for a Thrilling Edition of Red Bull League of Its Own 2025 appeared first on European Gaming Industry News.
Reading Time: < 1 minute
Sapyns, a Barcelona-based business event organizer with over thirty years of experience, has expanded its already impressive service offering ahead of ICE and iGB Live! 2026.
Following a highly successful year, during which Sapyns organized various ICE-related events on behalf of Gaming in Europe, Gambling Insider, Mindway AI, Continent 8, Commit, Crucial Compliance, and Eurocoin/Novomatic, the event organizer now offers an even greater range in customization options and creative entertainment solutions for your company event.
If you are looking to entertain your business relations during or around ICE week 2026 (February 18-21), Sapyns may have the solution for you.
Whether you are looking to host a high-end intimate dinner or a large-scale corporate party, Sapyns will be able to find the perfect location and setting. Optional services include branding, event staffing, live music, DJs, flamenco performers, and other creative solutions.
Why Sapyns?
- Sapyns is a Barcelona-based event agency with long-standing local connections and know-how.
- Sapyns offers a wide range of events and options, including dinners, receptions, networking drinks, and other parties. Whether you aim to entertain fifty or one thousand guests, Sapyns has the solution for you.
- Sapyns is the agency behind the well-known Gaming in Europe events (Gaming in Holland, Gaming in Germany, Gaming in Spain).
- Sapyns co-founder Willem van Oort is a thirty-year event veteran who has successfully organized hundreds of large and small events across Europe.
Additional information & contact
If you would like more information, please visit our website or email us directly:
The post Sapyns delivers company events at ICE & iGB Live! appeared first on European Gaming Industry News.
Latest News
Logifuture-powered Bet9ja releases Moses Itauma mini-series ahead of Jermaine Franklin fight
Reading Time: 2 minutes
Logifuture-powered Bet9ja releases Moses Itauma mini-series ahead of Jermaine Franklin fight
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Nigeria’s leading sportsbook to provide fans with exclusive behind-the-scenes access
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Logifuture-powered Bet9ja announced sponsorship deal with Itauma in August
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Bet9ja social media followers grew by more than 10% to 3.1m since Itauma partnership
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Unbeaten Itauma due to fight Franklin in Manchester in January
Bet9ja, Nigeria’s leading sportsbook, powered by Logifuture, has launched a series of videos, giving boxing fans exclusive access to brand ambassador Moses Itauma as he prepares for his next fight.
Itauma, an unbeaten British Heavyweight of Nigerian descent, became an ambassador for Logifuture-powered Bet9ja in August this year.
Since then, Bet9ja has been given unprecedented access to Itauma’s camp, including his preparation for his victory over Dillian White, which took his professional record to 13 wins, with 11 by knockout.
Bet9ja x Moses Itauma: The Homecoming is being released in four parts, with the first available on Bet9ja’s YouTube channel today.
Watch: Moses Itauma Homecoming Episode 1 will premiere on YouTube at 10am GMT on Monday, December 1: https://www.youtube.com/shorts/Y9Lx9MLlnnA
The series features footage from Itauma’s visit to Lagos, Nigeria in October – a trip supported by Logifuture and Bet9ja.
Arriving on a Bet9ja-branded private jet, Itauma was greeted by fans at Lagos airport, before attending the Bet9ja sponsored Chaos In The Ring boxing event in the city.
The following day saw Itauma join a sparring session with promising boxers at a local boxing gym before attending a Bet9ja retail outlet and hosting a party with notable guests from Nigerian music, arts and politics.
The number of followers across Bet9ja’s social channels have grown more than 10% since the partnership with Itauma was officially announced and now stands at more than 3.1 million.
Itauma is now back in camp preparing to face American opponent Jermain Franklin in Manchester on January 24.
Itauma said: “It was an immensely proud moment to return to the place of my father’s birth and the reception I received from everyone in Lagos was truly humbling.
“I am extremely proud of my heritage and I cannot say enough thanks to everyone for such a warm welcome and messages of support that I will take with me into my next fight in January.”
Bet9ja is powered by Logifuture, a leading provider of iGaming products and services, including Simulate, Zoom Soccer and Swipe Games.
Logifuture CMO Ben Cove said: “We are thrilled to be able to give fans unprecedented access to Moses through the Bet9ja x Moses Itauma: The Homecoming series and contribute to the excitement as he prepares for his next challenge against Jermaine Franklin.
“When we partnered with Moses, we knew we were backing an extraordinary talent destined to make his mark on world boxing. But beyond his ability in the ring, his connection to Nigeria and his pride in that heritage make him a perfect fit for Bet9ja.
“Moses embodies the energy, resilience and ambition that define Nigerian sport and culture. Seeing him return to Lagos and receive such a heartfelt welcome from fans shows exactly why this partnership matters – to him, to Bet9ja and to the millions who follow his journey.
“We’re proud to stand beside Moses as he continues to inspire and build his legacy, both in the ring and across the wider sporting community.”
The post Logifuture-powered Bet9ja releases Moses Itauma mini-series ahead of Jermaine Franklin fight appeared first on European Gaming Industry News.
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