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Introducing the newest testing tool for AI-boosted customer engagement
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Is AI technology really at the point where it can truly add value to customer engagement? Tugi Tark’s new sandbox environment allows operators to find out.
Tugi Tark, the Estonian-based international AI customer service company, has launched its sandbox this week with the aim of giving operators the ability to explore how AI could work for their players, using their specific casino policies and player profiles, all in a real-world scenario.
By testing an unlimited number of situations wherein players interact with AI agents, the sandbox allows operators to experience how conversations and escalation flows would work if they implemented Tugi Tark as their customer service solution.
Harpo Lilja, CEO of Tugi Tark, explains: “The sandbox is essentially a controlled environment we’ve created where operators can test the AI agent capabilities against their own needs. They can configure the sandbox to their specific casino policies and adjust the agent’s tone of voice — which gives them a first-hand preview of how our AI agent can serve their players.
He continues: “One reason we built the sandbox is that we know from conversations with operators that people are still hesitant about whether AI solutions have reached a point in customer service where the impact is worth implementing – or if AI technology is still at a level where it risks alienating players due to poor quality. And people don’t want to commit if they don’t really know what they’re getting, which is often the case, as companies usually don’t provide enough testing to do so.
What does the sandbox allow operators to do?
Tugi Tark’s sandbox can mimic everything operators need to see how it actually works, including:
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player frustrations
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technical troubleshooting
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KYC concerns, bonus requests
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payment issues, and more.
Casinos can manually add synthetic player data without integration, which showcases how well the AI agent can handle player inquiries when it has access to both policy documentation, player data, and gaming history.
Tugi Tark’s hybrid AI model blends operational automation with human oversight, focused on compliance, emotional intelligence, empathy, service mindset, and player safety. And now, that’s available for operators to test fully using their own unique circumstances.
The testing environment allows manual casino player profile inputs, such as name, account creation date, birthday, KYC status, account limits, player segment, available bonuses, transaction and game history, and a brand’s all policies.
Using intuitive automation, the AI agent is contextually appropriate for each conversation – there are no drop-down menus or prompts, but rather, ‘natural’ language that mimics how humans communicate. For example, if users misspell, abbreviate, or use slang, the agent will understand, and if not, it will ask follow-up questions until it does.
Another feature that was integrated for customer comfort is that if a player is a little vague, rather than return the classic AI chatbot “I didn’t understand your inquiry”, the agent can check all the KYC documentation, including status, player history, exact amounts and date, so it can ask intuitive follow-up questions and arrive at a solution more quickly and thoroughly.
“With the sandbox up and running, any operator in dozens of languages and geos is able to test how Tugi Tark’s AI agents will work, on their site, within their player base. That means without having to endure lengthy sales pitches or commit to a product, operators are able to test exactly what it’s like having our technology work for them,” concludes Lilja. “And the great thing is that the entire process has a setup time of 30 minutes.
The post Introducing the newest testing tool for AI-boosted customer engagement appeared first on European Gaming Industry News.
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Finland’s Gambling Reform Is Official – What Happens Next?
The wait is over: The Finnish Parliament has officially approved the new gambling legislation. In a decisive plenary session, MPs voted 158 in favor to 9 opposed, with 32 abstaining. The text remained unchanged from the version presented in previous weeks, solidifying the framework for Finland’s transition from a monopoly to a licensed market.
With the political uncertainty resolved, the focus now shifts to implementation. For operators, this means the race to compliance—and market entry—has effectively begun.
The Confirmed Timeline
With the legislation passed, the roadmap to the market opening is now set. Operators must use the coming months to prepare for a rigorous licensing process.
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Early 2026: The application window is expected to open. The regulator will begin accepting and reviewing license applications.
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2026 (Throughout): The “preparatory year.” This period is dedicated to vetting applicants, ensuring technical compliance, and establishing the new supervisory authority.
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January 1, 2027: The regulated Finnish market officially opens. Licensed operators can go live with betting and online casino services.
Entering the Finnish Market with Nordic Legal
Navigating a new jurisdiction is complex, but it doesn’t have to be inefficient. With extensive experience advising on gaming licences across the Nordic markets, Nordic Legal brings a proven, practical approach to the Finnish process.
Efficiency Through Synergy If you already work with us in Denmark or Sweden, we ensure your Finnish licence application isn’t a “start from scratch” project. We build directly on our existing knowledge of your organisation and systems.
Your usual Nordic Legal contact will coordinate directly with our Helsinki team at no extra cost. This integrated approach saves you time and avoids the frustration of duplicating work you’ve already done for other Nordic licenses.
Our Approach We focus on smart compliance:
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Reusing documentation where regulations overlap.
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Anticipating regulatory questions before they are asked.
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Aligning requirements for technical standards and responsible gambling.
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Engaging constructively with the Finnish authority to ensure a smooth process.
The Finnish Licence Application Package
To support your entry, we offer a comprehensive package designed to handle the heavy lifting:
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Translation of all required documents.
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Guidance and completion of complex application forms.
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Full project management from start to submission.
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Direct communication with the Finnish regulator on your behalf.
Next Steps
The window for preparation is narrowing. Contact your usual Nordic Legal advisor today to discuss the new legislation or our Licence Application Package. Alternatively, reach out to us directly to secure your place in Finland’s upcoming regulated market.
The post Finland’s Gambling Reform Is Official – What Happens Next? appeared first on Gaming and Gambling Industry Newsroom.
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GAMEPOP: The Culture of Play by Red Bull Media House – the first bookazine devoted entirely to video game culture
Introducing GAMEPOP: The Culture of Play, a new premium bookazine by Red Bull Media House and the world’s first magazine dedicated entirely to video-game culture. Designed as a rich, book-like publication, GAMEPOP rethinks what a magazine can be, capturing the creativity, personalities and ideas shaping modern gaming. GAMEPOP will debut at the Red Bull Tetris World Final in Dubai from December 11 to 13, followed by The Game Awards on December 11. The issue will then be available through select international retailers in the weeks that follow.
Across 180 pages, the issue brings together a wide range of cultural voices, including Japanese game designer Hideo Kojima, leading DC Comics creators, the Oscar-nominated team behind Grand Theft Hamlet and contributors with bylines in Vogue. The bookazine also spotlights standout Red Bull talent, including YouTube star Ludwig, Twitch creators Emiru and Caedrel, and Red Bull athlete MenaRD.
Rather than treating gaming as a standalone medium, GAMEPOP looks at how games influence, and are influenced by, wider culture. Through original photography, long-form features, illustration and visual essays, the publication explores how gaming connects to global trends in style, music, movement, storytelling and performance, and the creative communities driving that conversation.
The issue also includes interactive elements, including a bespoke Choose Your Own Adventure story created exclusively for the launch. A limited collector edition of 150 copies takes the concept a step further, featuring a fully functioning Tetris® device embedded directly into the cover – an industry first that turns the magazine into an object of play.
The post GAMEPOP: The Culture of Play by Red Bull Media House – the first bookazine devoted entirely to video game culture appeared first on Gaming and Gambling Industry Newsroom.
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Red Rake Gaming Expands Global Presence Through Partnership with QTech Games
Red Rake Gaming is pleased to announce a partnership with QTech Games, a leading aggregator and platform renowned for its strong presence in emerging markets on a global level. This collaboration brings Red Rake’s diverse and visually engaging portfolio of slots to QTech Games’ extensive aggregation platform, giving players across multiple continents access to high-quality, entertainment-focused casino content.
Founded in 2015, QTech Games is celebrating its 10-year anniversary in 2025. Over the past decade, the company has grown from rapid early-stage expansion to become a dominant force into emerging markets worldwide. With a global presence —including a new tech hub in Spain and offices in Malta—and Latin America, QTech Games has established itself as a fully-fledged international powerhouse.
Players can now enjoy titles from the Million Series, the Super Stars Series, and seasonal slots such as Halloween Wins and Christmas Wins, alongside new adventures including Azteca Gold Collect, Sherlock and the Stolen Gems, Beating Alcatraz, Big Size Fishin’, and Midas Wins.
QTech Games CEO, Philip Doftvik, said: “It’s another notch on our belt to have integrated more premium content from Red Rake. Theirs is a growing and constantly innovating library, delivering impressive support to the depth of our broad igaming-vertical spread.”
Nick Barr, Managing Director for Red Rake Gaming Malta, commented: “We are thrilled to partner with QTech Games and bring our portfolio of games to their growing network. Their leadership in emerging markets and innovative approach to aggregation allow us to reach new players and provide them with high-quality gaming experiences featuring unique features and visually engaging content. This collaboration marks an important step in strengthening our presence in key markets and further establishing Red Rake Gaming’s international presence.”
The post Red Rake Gaming Expands Global Presence Through Partnership with QTech Games appeared first on Gaming and Gambling Industry Newsroom.
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