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Movers and Shakers: Why Customer Service is the Unsung Hero in Player Retention: An Insider’s Perspective on Maximizing Lifetime Value in a Competitive Market
“Movers and Shakers” is a dynamic monthly column dedicated to exploring the latest trends, developments, and influential voices in the iGaming industry. Powered by GameOn and supported by HIPTHER, this op-ed series delves into the key players, emerging technologies, and regulatory changes shaping the future of online gaming. Each month, industry experts offer their insights and perspectives, providing readers with in-depth analysis and thought-provoking commentary on what’s driving the iGaming world forward. Whether you’re a seasoned professional or new to the scene, “Movers and Shakers” is your go-to source for staying ahead in the rapidly evolving iGaming landscape.
Do a lot of operators overlook customer service and its critical role in player acquisition and retention?
Absolutely. Many operators don’t fully recognise just how crucial customer service is, particularly for retention purposes. While acquiring players puts less pressure on customer service, retaining them is a separate challenge. As CPAs rise with operators competing intensely for new customers, ensuring those customers are retained for as long as possible becomes the main objective. Here, customer service is essential in maximising player lifetime value (LTV) and driving continuous engagement.
Unfortunately, there’s often a race to the bottom with customer service, where cost-cutting leads to reduced quality. When customers reach out to support, it’s usually due to a problem. If they’re met with impersonal, unhelpful service, their dissatisfaction can be amplified, which can harm brand loyalty. This is especially significant today when digital engagement is so prevalent – those moments of human interaction carry enormous weight.
As for in-house versus outsourced customer service, it’s a long-standing debate. While building in-house teams offers control, it also brings high overhead. For those who choose to outsource, the key is partnering with a provider that aligns with their brand’s values, tone, and processes. When done well, customer service can strengthen player trust, a critical factor as operators aim to retain players and outbalance acquisition costs with high LTVs.
Why is customer service so important, and what opportunities does it bring when done right?
Customer service is a powerful trust-builder between brand and player. In an ever increasingly digital-first industry where human interaction is rare, these personal connections reinforce trust, ensuring a feeling of safety and value amongst players. Any opportunity an operator gets to maintain a level of personability needs to be maximised.
I would almost flip this question and say ‘what are the pitfalls when done wrong/poorly’. Customer Service is there to ensure that if things go wrong; bonus rounds aren’t paid out, welcome offers aren’t received, withdrawals aren’t functioning optimally, the customer is made to feel safe and reassured, in an efficient, positive manner. Customer Service is the first and last line of defence for the operator in making sure that the ultimate pitfall, a player churning due to negative experience, is never realised.
What challenges do operators face in setting up a customer service team, especially for international operators?
Setting up and managing a customer service team can be an enormous undertaking, especially for international operators. It requires dedicated resources, which often means sacrificing focus on core business strategy. Recruiting, hiring, and training customer service staff demand significant time and money, and for senior roles, costs can rise even further.
Of course, for operators who have a more global reach and team base, this can present additional challenges. There are many regions where there is an abundance of talent for operators to build teams in, of course, however the location of these teams is a critical aspect of this. Setting up in a sub-optimal location for one’s operation, could spell long-term trouble from a management and cultural perspective, particularly if services being offered are on a 24/7 basis.
Operators will want to have their operational teams aligned with their live jurisdictions as much as possible, particularly from a time zone perspective to ensure that synergy between teams and operation doesn’t become strained and also so that team members aren’t consistently having to work unfavourable hours in order to align with peak times of the day. For example, operators in North America/Latam who set-up a CS team in Asia, could find alignment between teams difficult, not least likely incurring additional costs for a large portion of the workforce having to work through the night to meet peak times in live markets, not only from a financial perspective but also culturally, keeping that team motivated and ingrained in the operation could become very difficult.
How can these challenges be overcome, and how can RokkerX help?
RokkerX takes the operational burden away from our clients, allowing them to devote more time to optimising their strategy and driving the business forward. Having provided dynamic research, and strategic and operational consultancy to over 50 operator and B2B suppliers over the past 9 years, we offer our clients an experienced partner to enable them to take greater control of their operation, without the overhead.
With an implicit understanding of end-to-end iGaming operations, we transitioned seamlessly into the Managed Services space at the start of 2023, offering a large suite of services to our clients. We thought having provided the industry with strategic and operational consultancy, it was a natural next step to actually run areas of a client’s operation for them.
We have already launched hubs in the UK, Spain and Bulgaria, soon to be launching in Columbo (Sri Lanka) and Sao Paulo in Brazil with 2 further clients, and have a proven track record as a partner with a heavy focus on scaling while retaining that same team culture we have always prided ourselves on. We continue to scale the team significantly in Bulgaria, which is our main hub, having recently agreed on a new office to hold up to 120 team members.
With the combination of the services we offer our clients; Trading & Operations, Customer Service, ‘KYC, AML, Fraud & Payments and Player Retention, we are able to provide our clients with a holistic approach to strategy in their operational services. We are able to triangulate several sources of data for a clients operation and enable them to continue to shape their strategy just in a more optimal way, be it bonus strategy, retentional mechanisms, product enhancements etc.
How does customer service integrate with areas like KYC and AML?
In iGaming, the lines between services like customer support, KYC, and AML often blur. Depending on the operator, customer service might be expected to handle payment support, KYC checks, or even fraud detection. Offering these services together allows us to provide a comprehensive support system that covers essential risk areas and keeps operations secure.
Our expertise extends across these areas, giving us the flexibility to support clients with a unified approach. With subject matter experts in each field, we help customers resolve a wide range of issues while safeguarding operational integrity. This “one-stop shop” model reduces the need for multiple suppliers, simplifying management for our clients and minimising the risk of control issues.
Is customer service the most effective way of engaging with players and building trust? Why is this so important for online casinos and sportsbooks?
Customer service is certainly one of the most effective ways to build trust with players and ensure they are retained, but naturally, high-quality and efficient customer service is most impactful if it is part of a broader engagement strategy. Effective, responsive support reassures players that they’re heard and assisted whenever needed, however, combining customer service with transparent communication, personalised experiences, and consistent value can deepen engagement even further. Ultimately, customer service is crucial, but a holistic approach, as mentioned previously, that also prioritises user experience and multiple trust-building measures is most effective for long-term engagement.
As discussed already, industry reputation and player confidence are two areas that both sportsbook and casino operators rely on. Players are not only investing their time but of course also their money, and any doubts about fairness, security, or reliability can damage these two factors and quickly reduce engagement with their brands. Transparent communication and integrity can be achieved through quality customer service both of which are building blocks towards long-lasting success in this industry.
The post Movers and Shakers: Why Customer Service is the Unsung Hero in Player Retention: An Insider’s Perspective on Maximizing Lifetime Value in a Competitive Market appeared first on European Gaming Industry News.

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OddsMatrix announces record performance numbers during 2024/25 football season
OddsMatrix, EveryMatrix’s tier-1 turnkey sportsbook platform and odds feed service, has revealed significant year-on-year growth across its football product during the 2024/25 season, headlined by a rise in player prop betting.
Inclusive of all domestic global club football, major continental championships and international competitions, OddsMatrix delivered an average 2024/25 margin of 11.8%, a sharp increase on 2023/24 performance.
Overall turnover grew 28% season-on-season with volume of football bets placed on the platform surging 34% from 241.5 million in 2023/24 to 324.1 million in 2024/25 as the supplier continued to expand its client network and benefit from existing customer growth.
Demonstrating that behaviours are changing within the football betting community, the steepest season-on-season growth came in player prop betting. Dominated by the Shots on Target and Player to be Booked markets, player prop turnover grew 72% compared to 2023/24 with revenues from the betting type increasing 84% among OddsMatrix’s growing, global client base.
Fuelled by OddsMatrix’s recent integration partnership with Kero Sports and further development of its own in-house prop pricing models, player prop betting growth was further pronounced during the Champions League with shots betting accelerating 158% season-on-season while wagering on assists increased 149% during the 2024/25 continental championship.
The OddsMatrix numbers also point to sustained momentum for the well-established Bet Builder product. Firmly established as a sportsbook essential, the product continues to grow, alongside the award-winning sportsbook revealing a 127% season-on-season rise in Bet Builder turnover – driven by deeper in-house pricing integration.
Last week OddsMatrix was crowned sports betting supplier and sportsbook platform supplier of the year at the EGR B2B Awards 2025, alongside EveryMatrix picking up three major honours including top prize Full service platform of the year.
Tor Skeie, CEO, OddsMatrix, said: “It’s been another memorable club football season, with standout moments from PSG, Liverpool and Napoli. At OddsMatrix, we’re proud to have achieved exceptional year-on-year growth across our core football product metrics.
“In the last 12 months, not only have we rolled out a new proprietary horse racing solution, we’ve worked hard to enhance our football product with broader event coverage, increased in-house pricing, extended market uptime, enriched content, faster settlement, and smarter risk management – demonstrating our continued commitment to strengthening the core of our sportsbook offering.
“These enhancements were instrumental in securing turnkey sportsbook partnerships with several ambitious operators during the 2024/25 season and we look forward to building on this momentum with more innovative product developments lined up for the new 2025/26 campaign.”
The post OddsMatrix announces record performance numbers during 2024/25 football season appeared first on European Gaming Industry News.
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QTech Games quick to integrate fresh-faced content from Kitsune Studios
Emerging-markets leader expands its content offering with new games from emerging studio from Hacksaw’s OpenRGS production line
QTech Games, the leading game aggregator for emerging markets, has continued to build the strong momentum in its pipeline, thanks to its latest deal with rising-star supplier, Kitsune Studios, part of the bold OpenRGS studio initiative from Hacksaw Gaming.
Integrating content from such an innovative and well-credentialed studio, founded on Hacksaw’s heritage and expertise, adds yet more creative muscle to QTech Games’ burgeoning platform, which is taking the widest range of online games to emerging territories with established names, such as Playtech and Aviatrix, sitting alongside the industry’s most exciting up-and-coming providers.
The games made available to its partners via the deal include Kitsune’s foundational title, The Library, and its hotly anticipated latest release, Club Cabana.
Kitsune Studios’ designs are premised on play-now vertical screens for optimized gameplay on the go. And while its gaming suite neatly aligns with any device (smartphone, tablet and desktop) it remains mobile-first, a cornerstone of QTech’s proprietary technical platform, affording games providers and operators one of the fastest integration available. Through this aggregation-leading platform, which has sealed its definitive status as a global gaming one-stop shop, clients enjoy the best performance and customer support available, localised to every region across both developing and more mature markets.
The deal organically broadens Manchester-based Kitsune Studios’ international footprint, unlocking untapped jurisdictions for diversified growth from Asia to Africa and Eastern Europe to Latin America, where Kitsune Studios is looking to make a big impression over the coming 12 months.
Philip Doftvik, QTech Games’ CEO, said: “We’re committed to rolling out high-calibre content that drives revenue for our partners. And this deal with Kitsune Studios both extends our impressive sequential pipeline for 2025, and also demonstrates that our diverse portfolio draws from a deep well of established stars and emerging forces in slots provision. We can’t wait to watch how these games perform across a spread of new markets for Kitsune.”
Phillip Douglas, CEO & Founder of Kitsune Studios, added: “At Kitsune, we’re all about pushing what slot games can be — creating immersive experiences that feel fresh, bold, and full of personality. Partnering with QTech gives us an exciting opportunity to share that vision with new players in emerging markets.
“Their smart tech and distribution reach mean our games will land in front of the right audiences — and that’s huge for a growing studio like ours. We’re excited to see how players respond as we continue telling stories and breaking a few rules along the way.”
The post QTech Games quick to integrate fresh-faced content from Kitsune Studios appeared first on European Gaming Industry News.
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Stats Perform Named Live Streaming Supplier of the Year at EGR B2B Awards 2025
Stats Perform has been named Live Streaming Supplier of the Year at the EGR B2B Awards 2025, in recognition of the strength, innovation, and global scale of its Bet LiveStreams platform for licensed sportsbook apps, websites and retail betting venues.
Bet LiveStreams, first launched as ‘Watch&Bet’ in 2005, now delivers more than 40,000 exclusive low-latency live events each year, across 15 sports. Football, the world’s largest betting sport, accounts for more than 15,000 matches, with rights including LaLiga, CONCACAF, English Football League and top domestic leagues and cups across Europe, South America, and APAC. Other sports include tennis, basketball, volleyball, darts, badminton, rugby and cricket.
Judges noted that Stats Perform’s Bet LiveStreams is unique because of its extensive year-long, round-the-clock coverage and high performance. In 2024, the platform securely delivered billions of live video sessions to hundreds of licensed global sportsbooks such as bet365, Betano, Superbet, Betfair, FanDuel and many more.
They also praised its interactive, built-for-betting features like betslip integration, instant highlights, and in-stream contextual stats (also known as Opta Interactive Overlays) that have made the watching and betting experience more engaging for bettors.
“Our focus with Bet LiveStreams has been to make live streams easy to watch and bettable, whoever is playing,” said Mike Perez, Chief Operating Officer at Stats Perform. “The features give bettors more entertainment from every stream, whether it’s a headline fixture like Tottenham v Liverpool in the Carabao Cup, or a six-goal thriller in South America that might otherwise have been overlooked. We’re delighted our efforts have been recognised with this award.”
The judging panel pointed to three standout recent Bet LiveStreams innovations:
- Opta Interactive Overlays: Live game and player stats and odds available directly in-stream, with bets added to the slip in one click
- Instant Highlights: Key moments can be replayed during the game to help bettors quickly catch up on relevant action, such as the moment their bet won, or see action they missed in other live games, with multi-game playlists across competitions
- Live Match Gallery: Easier discovery of concurrent events, helping bettors follow more matches and sports at the same time
Adoption of these features has been fast and operators have reported a 7x increase in interactions per session, longer watch times and more in-play bets placed.
“This award is a reflection of how far streaming can go when it’s built for betting, not just viewing. We’re excited to continue to integrate our Opta data and AI into the experience to make the future of streaming on sportsbooks more engaging, intuitive and bettable,” added Perez.
The post Stats Perform Named Live Streaming Supplier of the Year at EGR B2B Awards 2025 appeared first on European Gaming Industry News.
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