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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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Allwyn commits to highest level of 2025 Gift Responsibly Campaign

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– National Lottery ‘Add some play to Christmas’ campaign supported by enhanced protection measures –
– In a UK National Lottery first, Allwyn becomes a Level 3 Gift Responsibly supporter –

National Lottery operator Allwyn has unveiled its multi-channel ‘Add some play to Christmas’ campaign, which puts National Lottery Scratchcards at the heart – positioning them as a fun way to come together, no matter the occasion or the group.

As part of that, Allwyn has once again signed up to the National Council on Problem Gambling’s (NCPG) 2025 Gift Responsibly Campaign – this year as a Level 3 sponsor, the highest possible level and a UK National Lottery first.

Founded in the early 2000s, the Gift Responsibly Campaign works to raise public awareness about the risks of youth gambling. Through partnerships with lotteries and other organisations, the campaign educates communities about the risks of buying lottery products for children.

As part of its commitments as a Level 3 supporter, Allwyn will carry a ’18+ Gift Responsibly’ mark across its National Lottery gifting-related festive advertising – to re-iterate the need for people to be 18 or older to buy, gift, receive and play.

The company has also created three brand new bespoke creative assets promoting responsible play that it will use:

  • across its @TNLUK and @AllwynUK social media channels
  • on in-store National Lottery media screens
  • as part of a digital campaign

Allwyn already carries out extensive training with its 43,500 retail partners to prevent underage and excessive play, as well as running a rigorous ‘Operation Guardian’ programme for mystery shopping and knowledge checks with National Lottery retailers to ensure compliance.

The company’s advanced NCPG participation will also see it prompting its tens of thousands of retail partners to remind their customers to gift National Lottery products responsibly this festive season, through direct communications and trade advertising.

Jordana Jackson, Head of Participant Protection at Allwyn, commented: “Since becoming National Lottery operator early last year, we’ve made great progress on our participant protection plans. We’re proud to once again be supporting the NCPG’s Gift Responsibly Campaign and, for the first time in the UK National Lottery’s history, commit to Level 3 sponsorship – the highest level of support possible. This commitment includes a range of activity to remind everyone that, while National Lottery Scratchcards can add festive fun and help raise over £30m a week for Good Causes, they’re strictly for adults.”

 

The post Allwyn commits to highest level of 2025 Gift Responsibly Campaign appeared first on European Gaming Industry News.

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LeoVegas Group signs partnership deal with Valletta FC and boosts local footprint in Malta

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LeoVegas Group has entered into a two-year partnership agreement with Malta Premier League club Valletta Football Club. As Exclusive Online Gaming Partner, the LeoVegas Group corporate brand will feature on the men’s squad’s match kits, at training grounds, and prominently across the club’s digital channels. The partnership will enhance the Group’s brand visibility and commitment to the local community, while further strengthening its position as an employer of choice in igaming.

LeoVegas Group and Valletta Football Club, one of the most successful clubs in Malta’s history, today announced a new partnership that will see LeoVegas Group’s corporate brand become the club’s Exclusive Online Gaming Partner during the 2025/2026 and 2026/2027 seasons. The agreement includes match kit sleeve branding for the men’s squad, visibility across all club facilities, including the Rabat Football Ground and Dangli Football Ground and the matchday fanzone, as well as branding on the squad’s training bags. The club’s digital channels, which have tens of thousands passionate followers on social media such as Instagram and Facebook, will regularly feature the LeoVegas Group logo in their content.

As partners, LeoVegas Group and Valletta Football Club will also collaborate to create exciting branded experiences across the Maltese capital for both fans and employees. Group employees can look forward to exclusive matchday opportunities and VIP experiences. The partnership enables LeoVegas Group to further strengthen corporate brand awareness across the Maltese islands and continue positioning the Group as an employer of choice for talent seeking careers in the growing igaming industry.

Additionally, the partnership includes branding on the youth team’s kit. This shirt sponsorship opportunity will be donated by LeoVegas Group to a local non-governmental organization (NGO), which will be selected through a popular vote by club members during a club meeting.

Stefan Nelson, LeoVegas Group CFO and Malta Managing Director, said “We are very proud to partner with Valletta FC, one of the most successful and popular clubs in Malta. Our Group has considered itself a partly Maltese company almost since its inception, and we are thrilled to collaborate with the capital’s club to create exciting opportunities for fans, employees, and future talent alike. When two strong lions join forces, great things can happen!”. 

Claudio Grech, Valletta Football Club President, said “This partnership brings together two brands that share Malta’s global reputation for excellence in gaming, entertainment, and sport. LeoVegas Group has become a world leader in mobile gaming while Valletta FC stands as Malta’s largest football club. Both of us thrive on delivering excitement and engagement — whether through live football or immersive digital experiences. We also share a forward-looking vision that embraces technology and online communities to connect with our audiences. As LeoVegas Group continues to expand internationally, Valletta FC is equally determined to evolve into a regional football powerhouse, making this collaboration a natural and powerful alignment of ambition, innovation, and Maltese pride”.

 

The post LeoVegas Group signs partnership deal with Valletta FC and boosts local footprint in Malta appeared first on European Gaming Industry News.

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Gamblers Connect Named Finalist in Three Categories at the International Gaming Awards 2026

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Gamblers Connect has been officially shortlisted in three categories at the International Gaming Awards 2026, one of the most respected global recognitions within the gaming and iGaming sectors.

This announcement marks an important milestone for the company, reflecting its continued growth, consistent industry presence and long-term commitment to responsible and high-quality affiliate operations.

Gamblers Connect has been shortlisted in three distinct categories: Affiliate (Company) of the Year, recognising its public-facing affiliate excellence; the Great Place to Work Award (Operator), highlighting the strength of its internal culture; and the Safer Gambling Award, which reflects the company’s commitment to responsibility standards across its operations.

The 19th annual International Gaming Awards will be held on 18th January during ICE Barcelona. It is regarded as one of the leading global recognitions for excellence across the gaming industry. Each year, the IGA highlights companies that show innovation, quality, responsibility and meaningful contribution to the sector.

Gjorgje Ristikj, Founder of Gamblers Connect, said: “Being shortlisted across three very different categories shows our strength on multiple levels. It recognises our public-facing work, the culture behind it and the responsibility standards that guide everything we do.”

The post Gamblers Connect Named Finalist in Three Categories at the International Gaming Awards 2026 appeared first on European Gaming Industry News.

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