

Latest News
The Untapped Potential of Localised Support January 2024
Objective: Examine how customer experience shapes player retention and brand loyalty in iGaming, placing emphasis on the role of localised, high-quality support.
Outline:
- Introduction: The growing focus on customer experience as a differentiator in iGaming.
- The Value of Localised Support: Exploring how cultural nuances and language fluency enhance player satisfaction.
- Flexibility in Resource Allocation: Meeting fluctuating demand without compromising quality.
- Future Trends: How advancements in technology and localization will shape the next era of player engagement.
Questions for Exploration:
- How does high-quality, localised support impact player satisfaction and retention?
- What role does cultural understanding play in shaping effective customer interactions?
- How can operators balance flexibility with consistency in customer support?
- What emerging trends in customer experience should iGaming businesses prepare for?
Answer:
In the rapidly evolving iGaming industry, players have more choice than ever before—whether it’s brands, slots, game types, payment options, the list goes on. With so much competition, customer experience is quickly becoming a significant differentiator for operators. The ability to deliver a seamless, player-centric experience across multiple jurisdictions is not just a competitive advantage but a necessity in retaining players in this growingly saturated market.
Customer experience today goes far beyond just problem-solving for players. It encompasses proactive, personalised engagement, meaningful recommendations, and a culturally resonant approach. The operators that succeed in this space are those who maintain high standards across these elements, delivering them in a timely and localised manner. Localisation, in particular, is a key factor in turning good customer service into exceptional customer experiences.
So, why is localisation so important? At its core, successful customer support is built on trust. But building trust across diverse jurisdictions is not something that can be achieved through a single, uniform strategy. Methods of communication are a prime example. In Brazil, where the newly regulated market is flourishing, players may expect warm and conversational interactions. In contrast, many European players often favour more concise and formal communication. Recognising and adapting to these cultural nuances allows operators to foster a stronger connection with their entire player base.
Beyond communication style, localisation also plays a critical role in regulatory compliance. The iGaming industry is highly fragmented in terms of regulations, and players are increasingly aware of their rights. A customer service team that understands local legislation implicitly adds immense value, ensuring compliance while delivering tailored support. This not only reinforces trust but also strengthens the player’s respect for the brand.
At the same time, operators face the challenge of balancing high-quality customer support with the flexibility needed to respond to fluctuating demand. This is where RokkerX delivers measurable value. By offering scalable resource allocation and rigorous cross-functional training, we ensure our teams can adapt to surges in demand; whether it’s a major sporting event in a specific jurisdiction or global-scale activity, without compromising on quality. Our teams remain aligned with the core values of our clients’ brands, ensuring a customer-centric approach at all times.
Looking ahead, the iGaming industry is poised for further transformation, driven by advancements in technology and localisation. At RokkerX, we are committed to staying at the forefront of these changes to help our clients deliver exceptional experiences. Trends like the growing prominence of omnichannel communication, including social media and in-app messaging, and advancements in natural language processing (NLP) will enable operators to communicate with even greater precision and cultural nuance. Yet, the future will demand more than just technology. The ability to strike the right balance between tech-driven solutions and the human touch will be essential in creating meaningful connections with players.
As the industry evolves, the blend of cutting-edge technology, cultural understanding, and human expertise will define the next era of player engagement. By staying ahead of these trends, RokkerX ensures our clients are not only prepared for the future but thrive in it.
The post The Untapped Potential of Localised Support January 2024 appeared first on European Gaming Industry News.
Brazil
LuckBet Launches New TV Commercial Starring Caio Castro on Sportv and Globoplay

The Brazilian sports betting brand doubles down on its national presence with a humorous new campaign spotlighting customer benefits, responsible gaming, and celebrity appeal.
One of Brazil’s rising names in the online betting industry, LuckBet, has launched a new nationwide advertising campaign featuring acclaimed actor and motorsport enthusiast Caio Castro. The commercial, which blends humor with strategic brand messaging, is now airing on Globoplay and will debut on Sportv.
The witty commercial stars Caio Castro in a creative split-role talk show, where he plays both the host and the guest. While only one version of him gets to talk (the host, of course), the dialogue cleverly introduces LuckBet’s key strengths—focusing on entertainment, trust, and unique player benefits.
“Caio Castro communicates our message with natural charisma and humor, while staying aligned with our brand’s core values: entertainment, simplicity, and responsibility,” said Ivan Dutra, CEO of LuckBet. “This new commercial is fast-paced, engaging, and truly represents who we are as a company.”
LuckBet: A Responsible and Player-First Betting Platform
As the only betting operator from Mato Grosso officially listed by Brazil’s Ministry of Finance, LuckBet offers a wide range of player-centric features. These include:
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Unlimited withdrawals
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24/7 humanized customer support
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Weekly cashback on losses
LuckBet’s informal, street-smart communication style—rich in slang and expressions familiar to younger audiences—helps it stand out in Brazil’s crowded iGaming market. This distinctive approach is designed to foster a more authentic connection with bettors across all touchpoints.
Celebrity-Driven Brand With Social Impact
Since its founding in 2021, LuckBet, headquartered in Cuiabá, Mato Grosso, has rapidly grown its reputation through high-profile partnerships and sponsorships, including support for Cuiabá EC football club. Alongside Caio Castro, the brand also works with rapper PKFreestyle and sports journalist Isa Pagliari to broaden its appeal.
Importantly, LuckBet is a strong advocate for Responsible Gaming, offering tools such as self-exclusion, reality checks, and integrations with international support organizations like Gambling Therapy and GambleAware. The company adheres strictly to Brazil’s 2025 gambling regulations, operating transparently under newly defined federal guidelines.
The post LuckBet Launches New TV Commercial Starring Caio Castro on Sportv and Globoplay appeared first on Gaming and Gambling Industry in the Americas.
Latest News
ZITRO DIGITAL TO SHOWCASE NEW IGAMING CONTENT AT SBC SUMMIT AMERICAS 2025

Zitro Digital is set to present its latest digital gaming innovations at the upcoming SBC Summit Americas in Fort Lauderdale, taking place from May 13-15. Visitors to booth #D270 will get a first look at the company’s new products, including the highly anticipated Legendary Sword series.
The Legendary Sword series launches with Avalon, a game adapted from the highly successful land-based title, bringing its proven gameplay to the digital world. In addition, Zitro Digital will showcase its growing portfolio, including Fu Pots Spring, the latest addition to the Fu Pots series, Twist Casino, and Empress, the newest game in the Bashiba Link series. Attendees will also have the chance to explore a variety of digital video bingo and video slot games, all adapted from Zitro’s successful land-based offerings.
“We’re excited to launch the Legendary Sword series at SBC Summit Americas,” said José Javier Martí, COO at Zitro Digital. “This expansion into the online market is a natural progression for Zitro Digital as we continue to provide exceptional gaming experiences across all platforms. We look forward to strengthening partnerships, exploring new opportunities, and sharing our progress within the iGaming industry at this event,” concluded José Javier Martí.
The post ZITRO DIGITAL TO SHOWCASE NEW IGAMING CONTENT AT SBC SUMMIT AMERICAS 2025 appeared first on Gaming and Gambling Industry in the Americas.
Dr. Eyal Loz Chief Product Officer at RubyPlay
Built for the branded reality – RubyPlay’s high velocity approach to the US market

With localisation, speed to market, and cross-state scalability at the heart of its strategy, RubyPlay is proving that relevance—and results—come from understanding both the player and the moment. Dr. Eyal Loz, Chief Product Officer at RubyPlay, discusses the company’s fast growing US presence and how its agile, insight-driven approach is resonating with players and operators alike. From crafting bespoke branded content to rolling out favoured mechanics with modern twists, RubyPlay is positioning itself as a key partner in the evolving iGaming landscape.
Just a few months into RubyPlay’s US journey, how has player response shaped your perception of the market? And how will these insights shape your roadmap going forward?
We see very strong player preferences to games that combine a Hold and Spin mechanic with perceived persistence. We also see that American players respond well to classic themes with a clear modern flavour. None of this was very surprising, as we are very well tuned with the preferences of players in America. The RubyPlay offering was always optimised for American players, and it’s nice to see that our roll out is working so well, as we expected it to.
We also explored a handful of innovative mechanics that are less prevalent in traditional land-based casinos, and we are happy to see that these were also well received.
Titles like Mad Hit® Diamonds and Diamond Explosions 7s® SE are a few of your early standouts. What do you think is making these games click with the US audience compared to other markets?
These two titles are solid performers in all markets, so we had high expectations to see these perform very well with American players. Both these mechanics have all the elements that make for a strong US title – Hold and Spin, perceived persistency, Buy Feature and a solid art package with a classic yet modern feel.
The US iGaming market is unique, not just in regulation, but in how players engage with content. How does your strategy for the US differ from other global regions and how do you maintain global competitiveness while staying locally relevant?
It’s important to remember that top performing mechanics tend to transcend time and space. Hold and Spin mechanics have performed well in almost all markets since they were introduced over 10 years ago. What makes a specific game more relevant to one specific region is the theme and flow of the game. For example, games featuring mahjong tiles will perform well in South East Asia but will not perform to the same level of success in the US. Similarly, games with strong Egyptian themes will not perform in Asia but have a good potential in the US.
RubyPlay’s superpower is in our velocity and adaptability. We are able to identify opportunities with operators to support their brand identity and create specialised bespoke content for them, taking into consideration elements such as the relevance of that theme to the market, and the brand of the operator. We live in a branded reality, and we consider our client’s brand a top priority.
You’ve spoken about empowering brands through strong partnerships. How do you approach collaboration in the US market to ensure both RubyPlay and its partners succeed?
Brands are a lifestyle in the USA. We have to understand this first in order to reach the audience in the way that our US partners take as second nature. By focusing on building high velocity, we are able to create relevant bespoke content for our partners that is unique to their needs.
Velocity is really important because branding opportunities don’t last very long. When a client negotiates a collaboration between their brand and a 3rd party, the deal will always close very late and will not last very long. Our ability to be in tune with the reality of such short deliveries on tight schedules, measured in weeks, not years, has given us a disproportionate advantage.
We have a stronger awareness of special events, whether sports, holidays, or cultural, and our responsiveness allow us to always stay relevant through our portfolio or bespoke content with the timings of such events in mind.
What role does localisation play in your expansion strategy?
Localisation is absolutely crucial. As I mentioned before, the combination of a robust and large variety of game mechanics, combined with the ability to minimise time to market thematically, we are able to always stay relevant to new markets we started operating in. When entering a new market, it’s hard to predict what is going to work, so building velocity, and keeping an open mind is key.
With more states opening up, how is RubyPlay preparing to scale its presence across the country? Any new or upcoming experiences or innovations players and partners can expect this year?
We are well on our way to enter Pennsylvania and West Virginia as we are well aware that US. operators are heavily focused on a cross-state strategy regarding promotions. If we can support this by having the top states, we ensure a stronger and more effective experience for players with branding in mind. After all, markets are one of the most important product features.
Other than that, we are planning to roll out our Awarded Feature with many of our direct clients. This will allow operators to award the Buy Feature for free via a back-office campaign. We saw this can be very effective in branding, retention and acquisition, and allow operators to either award players with the best part of the gaming experience, or up-sell promotions via their CRMs.
I’m very excited to see the impact the Awarded Feature will have with our partners on all areas of their business.
The post Built for the branded reality – RubyPlay’s high velocity approach to the US market appeared first on Gaming and Gambling Industry in the Americas.
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