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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 is among the main contenders for the prize in several categories at the BEGE Awards 2025
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EGT is thrilled to announce that this year it is among the finalists in 4 categories of the prestigious BEGE Awards competition, which is held annually in Sofia, Bulgaria, as part of BEGE Expo.
The company’s CEO Vladimir Dokov has been shortlisted again in the Visionary of the Year category, after being given this prize in the previous two editions of the event. He earned the nomination thanks to his strategic vision, which has positioned the company as one of the top manufacturers and suppliers of gaming equipment globally with a presence in more than 100 markets.
EGT’s slot cabinet G 50 C ST will compete for the award in the Slot Machine of the Year category. It is one of the most successful models from the General Series, which has had numerous highly successful installations in various markets around the world over the past year.
Bell Link is among the nominees for the Jackpot System of the Year accolade. With 4 exciting levels, numerous attractive bonus functionalities, and the captivating Bell Link 1 and Bell Link 2 multigames, containing some of the company’s most popular titles, this product has established itself as an absolute bestseller in EGT’s portfolio. Bell Link cemented its position as players’ favorite even further, after its first large-scale WAP installations were carried out with enormous success.
EGT’s Spider CMS will be а contender for the prize in the Casino Management System of the Year category. Continuously developing and improving, the system currently includes 15 modules that help casino managers easily and effectively to organize the daily activities in gaming venues across a number of markets around the world.
The BEGE Awards 2025 ceremony will take place on November 26 and will once again honor companies and individuals for their outstanding contribution to the gaming and entertainment industry during the past 12 months.
The post EGT is among the main contenders for the prize in several categories at the BEGE Awards 2025 appeared first on European Gaming Industry News.
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PG Soft welcomes players into Alibaba’s Cave of Fortune
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PG Soft, a world-class digital mobile games company, is inviting players into Alibaba’s Cave of Fortune in the hope of discovering magical treasures.
Alibaba’s Cave of Fortune is a 5-reel, 3-row classic slot game that shines with a superb Bonus Feature and Coin symbols that can be collected by Collector symbols. Set within the fabled cave that radiates with golden promise, this title is brought to life by a captivating soundtrack that oozes mystery and adventure.
A Wild symbol substitutes for all symbols except Coin symbols and Collector symbols, and it can only appear on reels two, three, four, and five.
During the main game, Coin symbols and Collector symbols have the potential to land on any reels. If there is one or more Collector symbols and a minimum of one Coin symbol on the reels, each Coin symbol will show a value between 1x to 10x – and wins are paid for every Collector symbol on the reels.
The Bonus Feature is activated when six or more Coin symbols appear anywhere on the reels, awarding an initial three spins. When four or five Coin symbols hit, they may randomly reveal more Coins to top up the total to six to launch the bonus. Once in the feature, only Collector symbols, Coin symbols, and Mini, Minor, Major, or Grand prize symbols appear.
After every bonus spin, all positions without Coin symbols, Mini symbols, Minor symbols, Major symbols and Grand symbols will spin to reveal either Collector symbols or nothing. If a Collector symbol lands, it collects the values from prize symbols on screen. Coin prizes range from 1x–10x, Mini awards 20x, Minor 50x, Major 500x, and the Grand symbol delivers an impressive 5000x the bet.
PG Soft’s spokesperson commented: “Alibaba’s Cave of Fortune is a jewel in the desert sands, promising treasures beyond belief to those who can find a way through the traps and puzzles. Each spin is a step closer to claiming Alibaba’s legendary fortune.”
The post PG Soft welcomes players into Alibaba’s Cave of Fortune appeared first on European Gaming Industry News.
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Just Dance, MLBB and HADO Added to Lineup of Global Gaming Icons for the Games of the Future 2025
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Phygital International (PI), the exclusive rights holder and custodian of the Games of the Future (GOTF), is unveiling the final game titles set to feature in this December’s pioneering phygital sports tournament, along with a powerful line-up of new global media partners who will bring the event to fans around the world.
With 11 disciplines and the world’s best athletes ready to compete across virtual and physical challenges, the Games of the Future 2025, taking place at ADNEC in Abu Dhabi from 18-23 December, promises to deliver a groundbreaking phygital showcase that will redefine what it means to play, perform and compete.
In addition to previously announced global esports icons such as Counter-Strike 2, Dota 2, Fortnite, Fatal Fury: City of Wolves, UFL and 3on3 Freestyle, Phygital International has confirmed three new titles that further broaden the depth and dynamism of the tournament. Each game has been carefully selected to complement a unique phygital discipline, showcasing the full spectrum of speed, skill and strategy that defines the Games of the Future.
Joining the roster is Mobile Legends: Bang Bang (MLBB), the global mobile gaming phenomenon that has defined the multiplayer online battle arena (MOBA) genre for millions of players worldwide. In the MOBA Mobile discipline, MLBB will see players battle in high intensity matches that test strategy, coordination and tactical mastery.
Adding rhythm and flair to the lineup, Just Dance, the world’s best-selling dance game series, will take centre stage in the Phygital Dancing competition. Renowned for its vibrant energy and expressive gameplay, Just Dance brings one of the world’s most dynamic and community-driven gaming experiences to GOTF 2025, where athletes will be challenged to combine choreography, precision and physical stamina as digital gameplay meets live performance in a visually electrifying showcase.
In the confirmed lineup of tournament games, the addition of HADO completes the roster, serving as the core of the virtual reality (VR) gaming competition. As a pioneering augmented reality (AR) experience, HADO integrates real-world body movements with digital game scenarios through wearable AR technology. Players do not use controllers; instead, they directly “control” virtual skills with their physical movements – running, dodging and aiming in the real world – with every action directly impacting the in-game situation and instantly reflected visually. HADO promises to deliver a fast-paced, visually stunning VR competitive experience.
“These newly announced titles highlight the full range of phygital sports that people can experience at the Games of the Future 2025. From the expressive energy of dance, the global appeal of mobile esports to the groundbreaking innovation of AR gameplay, this second wave of games highlights the diversity and excitement of phygital sport,” said Nis Hatt, CEO of Phygital International.
In addition to expanding its game lineup, Phygital International is also announcing a series of major global media partnerships, ensuring that the Games of the Future 2025 will be accessible to fans around the world through both digital and broadcast platforms.
The post Just Dance, MLBB and HADO Added to Lineup of Global Gaming Icons for the Games of the Future 2025 appeared first on European Gaming Industry News.
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