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

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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.

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Esports Charts becomes the official viewership analytics partner of the StarLadder StarSeries Season 19

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Esports Charts, the leading esports viewership analytics provider, is pleased to announce a new partnership with StarLadder, a veteran tournament organizer.

The companies will partner for the new season of StarLadder StarSeries Season 19 — the legendary tournament series returns to the professional Counter-Strike scene after a six-year break.

As the official analytics partner of the StarLadder StarSeries Season 19, Esports Charts will provide comprehensive, real-time audience data and insights throughout the event for a deeper understanding of the tournament’s global reach.

“We’re proud to provide real-time viewership analytics for StarLadder StarSeries Season 19,” said Artyom Odintsov, co-founder and CEO of Esports Charts. “We welcome the return of StarLadder to the Tier‑1 Counter-Strike stage, adding healthy competition among tournament organizers. This season marks an exciting new chapter for a historic series, and our data will help capture audience engagement throughout the event, giving organizers, teams, and sponsors valuable insights into global viewership trends.”

StarLadder has been a driving force in global esports for almost 25 years, since hosting its first tournaments in 2001. The company has organized some of the industry’s most iconic events, including the StarLadder Berlin Major and The DOTA 2 Chongqing Major in 2019. Later this year, StarLadder will also host the Budapest Major 2025 — where it was earlier announced that Esports Charts will serve as the official viewership analytics partner.

The StarSeries tournament series, a key part of StarLadder’s brand, has helped launch the careers of numerous Counter-Strike stars. The last StarSeries event, StarSeries & i-League CS:GO Season 8, took place in October 2019 in Turkey. After a six-year hiatus, the series is finally set to make its return this fall with a brand-new season in Europe.

“StarLadder’s decision to partner with Esports Charts once again reflects our confidence in their leadership in esports viewership analytics. Their methodology sets the benchmark for accuracy and transparency — from tracking impressions with a true 30-second viewing window to providing insights that go far beyond raw numbers. Together, we are committed to giving brands and fans a deeper statistics of competitive Counter-Strike, powered by metrics that truly matter,” shared Viacheslav Shcherbakov, Head of Sales & Partnerships at StarLadder.

The StarLadder StarSeries Season 19 will run from September 18 to 21 in Budapest, Hungary, featuring a $500,000 prize pool. Eight teams will battle for the title: Natus Vincere, B8 Esports, Passion UA, 9INE, PARIVISION, OG, and Gentle Mates.

 

The post Esports Charts becomes the official viewership analytics partner of the StarLadder StarSeries Season 19 appeared first on European Gaming Industry News.

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Study confirms €191 million economic impact of ICE and iGB Affiliate 2025

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The 2025 editions of ICE and iGB Affiliate generated €191 million in economic impact for Barcelona and Catalonia as well as supporting an estimated 3,100 part time jobs, according to a study conducted by Equimore.

The two world leading business to business events which attracted attendees from 186 countries generating 121,000 overnight stays benefitted a wide range of local businesses including hotels, restaurants, transport services, venues and event production with the average daily spend of non-local attendees calculated at €449.

An input-output model was employed to estimate the total direct, indirect, and induced economic impacts resulting from Barcelona hosting ICE and iGB Affiliate 2025.

The analysis also evaluated the employment effects capturing the jobs created and supported as a result of hosting the exhibitions. Direct Impacts consists of expenditures associated with organising, exhibiting, and attending within the Barcelona – Catalonia economy. The indirect or secondary impacts corresponds to the knock-on effect of the event on the Barcelona -Catalonia economy including activity generated by the suppliers and service providers that benefited from the direct impact of the event. Induced impacts which corresponds to the activity generated by the consumption in the Barcelona-Catalonia economy of the wages received by people who worked directly or indirectly on the 2025 events.

Clarion Gaming Managing Director Stuart Hunter said: “After many successful years in London, we made the decision to relocate to Barcelona with a clear ambition: to evolve, to grow, and to offer our global community an even greater platform for connection and innovation.

“The industry’s experience in Barcelona was shaped by several key factors that made ICE and iGB Affiliate 2025 truly exceptional. World-class exhibitors showcased an outstanding cross-section of global gaming innovation. The Clarion Gaming team, collaborating seamlessly with partners at Fira GranVia, demonstrated why they’re regarded as the best in the business.

“The results speak for themselves — a record attendance, exceptional exhibitor engagement, and an impressive €191 million in economic impact for the Barcelona and Catalonia economy boosted by a large international business audience. We can’t wait to see everyone again in January 2026.”

 

The post Study confirms €191 million economic impact of ICE and iGB Affiliate 2025 appeared first on European Gaming Industry News.

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GGPoker to Broadcast WSOP Online 2025 Final Tables Live, Featuring GGPoker.tv Broadcast Debut of Poker Legend Phil Hellmuth

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Join Jeff Gross and his legendary co-hosts on September 23 and September 30

GGPoker, the World’s Biggest Poker Room, today announced it will live stream the final table action of two of the most prestigious events from the ongoing WSOP Online 2025 tournament series. The broadcasts will be available on GGPoker.tv, the brand’s official YouTube channel, and will feature the debut of poker legend Phil Hellmuth as a live GGPoker.tv broadcast host.

The first broadcast, on September 23, will showcase the high-stakes drama from the final table of the $5,000 WSOP Online Main Event, arguably online poker’s most important annual tournament. This landmark event will be co-hosted by frequent GGPoker anchor Jeff Gross and the 17-time WSOP bracelet winner, Phil Hellmuth. Known for his “poker brat” persona and unparalleled tournament record, Hellmuth’s inclusion will provide viewers with an unprecedented look into the mind of one of poker’s greatest champions.

The action continues on September 30, with the final table of the $10,300 GGMillion$ High Rollers event. Joining Jeff Gross for this broadcast will be GGPoker Global Ambassador and fellow poker icon, Daniel Negreanu. Negreanu, with his engaging style and deep understanding of the game, will provide expert commentary and analysis, making this broadcast another must-watch for poker fans everywhere.

“We are incredibly excited to bring the WSOP Online 2025 action directly to our fans with these two live broadcasts,” said Paul Burke, Head of Public Relations at GGPoker. “Having Phil Hellmuth and Daniel Negreanu on air alongside Jeff Gross to break down the action will be a true treat. This will be more than just watching a final table; it’ll be a masterclass in poker strategy from two of the best to ever play the game.”

The post GGPoker to Broadcast WSOP Online 2025 Final Tables Live, Featuring GGPoker.tv Broadcast Debut of Poker Legend Phil Hellmuth appeared first on European Gaming Industry News.

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