Latest News
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
Traffy Expands Its Global Impact in Mobile Performance Marketing
Specializing in mobile app performance marketing, Traffy leverages its expertise to expand global campaigns and maximize ROI for partners.
With more than a decade of experience, the company drives high-quality app traffic in iGaming, Crypto, Fintech, e-commerce, non-gaming apps, and on-demand services. Operating in 30+ countries and generating over 10 million installs annually, it consistently delivers significant performance growth for partners.
The agency provides full-cycle performance marketing — from user acquisition and retargeting to working with major DSP platforms and advanced anti-fraud systems — ensuring campaigns are not only effective but sustainable.
Traffy doesn’t just drive traffic; all campaigns are grounded in deep analytics. The team specializes in fraud audits and detailed work with black and white lists to optimize and scale campaigns efficiently. Every strategy is data-driven, with a focus on LTV, ROI, and user retention. This approach consistently delivers results up to three times higher than those achieved by many competitors.
The company also operates its own creative studio, producing concepts tailored to any format or offer. Recent results highlight the impact of this approach: playable creatives alone increased performance by 40%. The team is also an expert in UGC creatives, producing authentic content that boosts engagement and strengthens user trust.
Traffy continues to strengthen creative localization, test highly effective hypotheses, and scale only what truly delivers results and meets partners’ KPIs. Transparency of processes, data-driven work, and access to unique traffic channels — including the ability to launch APK files in markets where local licensing allows it — provide brands with flexibility that many competitors cannot offer.
Partners choose the agency for its in-app marketing expertise and long-standing transparent relationships with key traffic sources. Exclusive terms with major platforms such as Google, Moloco, Mintegral and Unity provide partners with premium access and additional opportunities for optimization.
“Traffy delivers fast, measurable results. We don’t waste your time on empty metrics — we turn data into decisions that bring customers. Scale more efficiently from day one, together with us,” says Founder Vladimir Stepaniuk.
Looking ahead, Traffy is entering a new phase of global expansion, strengthening its position as a long-term performance partner for strategic clients worldwide. For those ready to scale smarter and grow faster, Traffy will be a reliable partner from day one.
Contact Traffy today to start scaling smarter!
![]()
Latest News
Insurgence Gaming Company Introduces La Imperia, a Community-First All-Female VALORANT Tournament
La Imperia, a new all-female esports IP by The Insurgence Gaming Company, will make its competitive debut this month with an online VALORANT invitational tournament running from December 19 to 21, 2025. Designed as a visibility-first platform for women competitors, the event brings together four invited Indian teams for a three-day broadcast competition.
La Imperia marks the inaugural tournament by the Insurgence Gaming Company, a newly founded esports company led by Jasper Shabin, who previously served as a poject manager at Skyesports. Positioning itself as a community-first tournament operator, the Insurgence Gaming Company aims to refocus attention on grassroots competition and long-term ecosystem building at a time when entry-level and women-led esports pathways remain limited.
The tournament will be played in VALORANT and feature a round-robin group stage followed by single-elimination playoffs, culminating in a BO5 Grand Final. All matches across the three days will be broadcast live on YouTube, along with additional watch-parties.
The four invited teams competing at La Imperia include Huntrix, Sin Sisters, Plushie Gang and MyKil. All teams feature all-female rosters, aligning with La Imperia’s positioning as a dedicated women’s esports IP.
Broadcast production for the event will be handled by Momentum Gaming, serving as the official Broadcast Partner. The on-air talent lineup includes Star Tania, Nekroz, Odawg, and Hikari Jane, who will guide viewers through the tournament across all three days.
Beyond competition, La Imperia is also placing emphasis on player well-being. Sattva by Pallavi joins the tournament as the Mental Health Partner, integrating conversations around mental health and holistic wellness into the event’s broadcast and content output. The partnership reflects a growing recognition of sustainability and mental resilience within competitive gaming environments.
Speaking on the launch, Jasper Shabin, Founder of The Insurgence Gaming Company, said: “La Imperia is built to be a visibility platform first. There is no shortage of talent in the women’s VALORANT scene, but there are very few consistent stages where that talent can be seen, supported, and taken seriously. With the Insurgence Gaming Company, we want to return focus to grassroots competition and create formats that players can grow with, not just compete in once.”
The tournament carries an INR 15,000 prize pool, with the primary focus placed on competitive exposure, broadcast quality, and long-term ecosystem value rather than one-off incentives.
With its inaugural edition, La Imperia sets the foundation for a new women-led esports property in India—one that combines structured competition, professional broadcast standards, and a community-first philosophy.
The post Insurgence Gaming Company Introduces La Imperia, a Community-First All-Female VALORANT Tournament appeared first on Gaming and Gambling Industry Newsroom.
Latest News
FairPlay Sports Media and FOX Sports Digital Launch New Betting Hub
FairPlay’s betting technology and AI-powered predictive content drive deeper fan engagement and deliver media opportunities and revenue
FOX Sports Digital and FairPlay Sports Media, the fan-focused and AI-powered global sports media network, have announced a strategic betting tech, affiliate and sports media agreement.
Under the multi-year agreement, FairPlay will serve as the exclusive sports betting affiliate technology provider of FOX Sports Digital, deploying its market-leading odds components, advanced AI-powered predictive data and analytics, and cutting-edge technology solutions on FOXSports.com and the FOX Sports mobile application.
The new relationship powers the newly released FOX Sports Betting Hub which integrates FairPlay’s innovative sports betting-related content enhanced with bespoke, value-added experiences derived from FairPlay’s deep relationships with global sportsbook operators.
“FOX Sports is one of the largest sports rights holders in the world, with incredible access to live games and global events,” said Stuart Simms, Group CEO of FairPlay Sports Media. “FairPlay is excited to work with the FOX Sports Digital team, and we’re honored to serve their millions of users with more engaging, insightful sports media experiences that have proven to drive loyalty, engagement and deliver on brand differentiation.”
FairPlay’s advanced AI technology and robust odds components are already delivering real-time, data-driven insights to help FOX Sports fans and bettors, while monetization frameworks being deployed create revenue opportunities for operators, sportsbooks and digital media buyers.
The agreement enhances and elevates fan engagement by bringing FairPlay’s betting information technology and AI-powered tools to FOX Sports’ digital platforms. FairPlay’s approach enables FOX Sports digital users and fans to access personalized, data-driven betting analytics that deepen their connection and engagement with sports content. As the sports media and betting landscapes continue to evolve, the FOX Sports and FairPlay agreement delivers pioneering, scalable digital experiences for fans and operators alike.
The post FairPlay Sports Media and FOX Sports Digital Launch New Betting Hub appeared first on Gaming and Gambling Industry Newsroom.
-
Latest News3 months ago
Announcement: 25th September 2025
-
Latest News7 days agoSCCG Announces Strategic Partnership with Yellow Elephant Studios to Expand Multi-Channel Gaming Content Worldwide
-
Latest News1 month ago
JioBLAST Launches All Stars vs India powered by Campa Energy: A New Era of Creator-Driven Esports Entertainment
-
Latest News3 months ago
The Countdown is On: Less Than 3 Months to Go Until The Games of The Future 2025 Kicks Off in Abu Dhabi
-
eSports1 month ago
CS:GO Betting Gains Momentum in the iGaming Sector
-
Latest News2 weeks ago
THE 2025 PUBG MOBILE GLOBAL CHAMPIONSHIP GROUP STAGE WRAPS UP WITH LAST CHANCE IN SIGHT
-
Latest News3 months ago
Leading The Charge! Euronics Group Joins LEC As Official Electronics Retail Partner
-
Latest News3 months ago
Evolution launches Sneaky Slots — a Bold New Slot Studio


You must be logged in to post a comment Login