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The customer is always right

Published

3 years ago

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Reading Time: 4 minutes

 

Carl Degiorgio, COO at PressEnter Group, says that customer service is a powerful differentiator that most operators are not currently taking advantage of

Online casino operators such as PressEnter Group go to great lengths to ensure their brand delivers more value than those of their rivals. To do this, many focus on areas such as marketing, bonusing and the slots and games stocked in their lobbies.

But one of the most powerful ways to differentiate is also one of the most underestimated, and that is customer support.

Customer support is one of the most vital departments when it comes to the success of any company but especially an online casino. In an industry where creating a unique yet sustainable competitive advantage is challenging, this can be a key differentiator.

Customer service is so important because it is often the first point of contact for customers. It is where they go when they are considering signing up for the first time but have a question, need assistance during their time at the casino or if they have had a bad experience and are going to close their account.

This makes it a fundamental part of the overall player experience, and if run correctly can be used to convert more players, boost retention and drive cross-sell.

 

A blueprint for top-level customer support:

At PressEnter Group, we believe that good customer support comes down to providing the right information at the right time, but gold standard customer support requires going a step further.

At a minimum, players expect to be able to speak with agents at all times so this means offering 24/7 customer support across all channels – live chat, email, telephone, etc. Agents must be highly trained, and not only meet but exceed customer expectations always.

The philosophy of doing whatever it takes to ensure the player is happy and to make them feel valued needs to be embedded in the company culture and be applied to all departments and not just customer support.

 

Delivering the highest level of customer support is not without its challenges:

Just like any department within an online casino operator, customer support has many challenges to face and overcome. The main hurdle is hiring the right people for the job – customer service can be testing at times and to be a good agent requires talent and training.

For global operators, it is important to hire agents that speak different languages – as we all know, localisation is key to the success of an online casino. But it is just as important to train agents and to continue to help them develop and grow.

The only way to ensure agents meet the standards set by the company is to employ the best talent in the industry, and again that can be easier said than done. But by providing the right working environment, training and incentives, it can be done.

This is vital for operators that are active in multiple markets, as they have additional complexities to contend with. The greatest of these is the need to hire talent that can speak the local language and ensure that agents are available at all times despite the different time zones.

This is why PressEnter Group has hired a scheduling coordinator who is responsible for managing customer service agent rotas based on the expected traffic at different times of the day, on different days and in each of the jurisdictions where we are active.

 

Leveraging the latest technologies:

While having a talented and trained team of agents is key to customer support, so too is the technology used to deliver the service to players. In most cases, operators will use a third party for this, and, in our experience, it is vital to undertake due diligence prior to entering an agreement.

Operators need to ensure their chosen partner is robust and reliable and that they can scale in line with their own growth plans.

The latest technologies need to be combined with seamless processes and training. Beyond covering the basics, training should be wide in scope and granular in execution if support agents are to achieve the highest possible standards of service and reflect the brand’s image and core values.

Having the right processes in place ensures there is organisation within the department. This is especially important when scaling rapidly as PressEnter Group has – without clearly defined processes, there is a risk of generating chaos which in turn will negatively impact customer support.

PressEnter Group puts such importance on processes, organisation and training that we have a dedicated training coordinator as well as a QA specialist.

 

Customer service and responsible gambling:

Customer support is not only vital to acquisition, retention and delivering a superior player experience, it is also a powerful responsible gambling tool.

While licensed operators such as PressEnter Group offer the tools and information that players need to stay in control of their play, nothing beats the direct line of communication that customer support agents have with our customers.

They are able to observe playing patterns, monitor communications and make interventions as and when required. And they can do this with a personal touch.

The basics of customer support are the same for all operators, so to use this aspect of online casino to stand out they need to dare to do things a bit differently. You might not get it right the first time around, but over time it will lead to stand-out customer service.

At PressEnter Group, we have learned to master the basics and now put our own unique twist on customer support. This sets us aside from our rivals and is reflected in our customer satisfaction scores, which are way above the industry average.

There is minimal differentiation when it comes to games and payment methods being offered by operators, yet the customer service delivered by staff members simply cannot be replicated by other brands and this must be capitalised on.

Those that do will not only elevate the customer experience, but they will take player acquisition, retention and loyalty to the next level.

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EGT Launches Linked United Platform

Published

16 hours ago

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July 31, 2025

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Reading Time: 2 minutes

EGT has launched Linked United, an innovative platform aiming to redefine profitability and immersion in gaming establishments in Spain. This product marks a significant milestone in the company’s strategy to enhance the performance of bingo and gambling halls across one of the most important European markets.

Linked United enables the seamless interconnection of numerous products at a single station, thus creating a more dynamic and engaging entertainment network. The platform enables operators to integrate popular titles from EGT’s portfolio, such as Bell Link Plus, Gods & Kings Link and Sands Princess, along with exciting new offerings. The company plans to include all releases launched on the local market from now on in Linked United.

A key differentiator of the platform is its innovative shared Grand Jackpot system: a single, progressive level, involving all interconnected games within a group. This way, players’ chances of hitting enormous winnings increase manifold, which generates unparalleled vibrancy in the gaming hall.

Along with enriching the gaming journey, the product also contributes to increasing operational efficiency through space optimization, allowing a greater variety of games to be offered in a smaller area. Linked United also stands out with its impressive flexibility in terms of installation, as it enables venues to adjust the game mix based on performance and tailor it to the specific preferences of their customers.

Linked United brings a number of advantages for operators. First, it increases perceived value for players thanks to the wider diversity of game offerings and the irresistible appeal of the unified GRAND Jackpot, which results in enhancing the overall experience and building loyalty. Second, this leads to extended playing sessions, as more dynamic and connected entertainment encourages players to prolong their visits. Third, it allows for maximum leveraging of existing hardware investment, as Linked United integrates with current infrastructure, which optimizes costs while extending equipment lifespan. Finally, operators benefit from significant cost savings by proposing more games per station and utilizing space efficiently.

Diego Scotti, Sales Director of EGT Spain, said: “We are at a turning point in our market strategy. With Linked United, we are not just connecting games; we are opening the doors to an ecosystem of unlimited possibilities. It’s a strategic response to our operators’ demand for solutions that not only captivate their clients but also maximize their return on investment in a tangible way.”

The post EGT Launches Linked United Platform appeared first on European Gaming Industry News.

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Main Street Sports Group Appoints Jim Keller as EVP of Advertising and Sponsorship Sales

Published

2 days ago

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July 30, 2025

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Main Street Sports Group, owner of FanDuel Sports Network, announced the appointment of Jim Keller as Executive Vice President of Advertising and Sponsorship Sales. In this new role, Keller will lead the entire ad sales portfolio for FanDuel Sports Network, overseeing linear, digital, and programmatic efforts. He will report directly to Eric Ratchman, Chief Revenue Officer of Main Street Sports Group.

Keller brings more than two decades of experience driving innovation, operational excellence, and revenue growth across every layer of the media ecosystem, from national networks to digital-first platforms. Most recently serving as Chief Revenue Officer at Fuse Media, Keller previously held executive roles at Warner Bros. Discovery, Hulu, and NBC Universal, leading cross-platform sales teams through industry-shifting transformations and high-growth phases. His background includes oversight of digital, streaming, mobile, addressable, and data-driven advertising, as well as advanced monetization strategies across premium content portfolios spanning sports, entertainment, and news.

“Jim is a proven leader with an exceptional track record across linear, streaming, and digital platforms. As FanDuel Sports Network redefines what local sports media can be – more dynamic, more engaging, and more impactful – Jim’s leadership will be key in creating smarter advertising experiences that deliver real value to our brand partners and local fans alike,” said Eric Ratchman, Chief Revenue Officer of Main Street Sports Group.

“There’s nothing more powerful than the connection a fan has with their local team, and FanDuel Sports Network is building a platform that truly honors that connection. From my earliest days as a sports seller at NBC Sports, to leading some of the industry’s most innovative ad strategies, I’ve always believed that the strongest media experiences are rooted in content and community. FanDuel Sports Network’s focus on building relevant, local, multiplatform fan experiences is exactly what the industry and advertisers need right now, and I couldn’t be more excited to help drive the next phase of growth,” said Keller.

Keller’s deep expertise in building modern ad operations, forging high-impact partnerships, and unlocking value across multiplatform products will be instrumental as FanDuel Sports Network continues to evolve into the future of local sports media. Main Street Sports Group’s continued transformation is rooted in reimagining local sports coverage, not just distributing games, but uniting the brands, features, and experiences fans want, tailored to each market.

The post Main Street Sports Group Appoints Jim Keller as EVP of Advertising and Sponsorship Sales appeared first on Gaming and Gambling Industry in the Americas.

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Gambling in the USA

Gaming Americas Weekly Roundup – July 21-27

Published

3 days ago

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July 29, 2025

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Reading Time: 2 minutes

Welcome to our weekly roundup of American gambling news again! Here, we are going through the weekly highlights of the American gambling industry which include the latest news and new partnerships. Read on and get updated.

Latest News

ALT Sports Data, the global leader in engagement solutions and official data for emerging sports, has appointed Neale Deeley as SVP of Sportsbook. Deeley brings over two decades of industry experience and a proven track record of driving innovation and commercial growth in sports wagering. In his new role, Deeley will lead the company’s global sports betting strategy, spearheading market expansion, deepening operator partnerships and accelerating the monetization of emerging sports through regulated betting markets. He will work closely with sportsbooks and gaming partners to build scalable betting products that delivers unique fan engagement opportunities and new revenue streams across ASD’s portfolio of exclusive sports properties.

SEGG Media Corporation, a leading technology company transforming the global intersection of sports, entertainment and gaming, has selected IBN, a multifaceted financial news and publishing company serving private and public entities, to spearhead its corporate communications efforts. SEGG Media aims to deliver immersive, real-time experiences through next-generation technology that redefines how audiences interact with their favorite content and communities. Following a full-scale corporate transformation and rebrand, the company now operates across three high-growth verticals: Sports.com, Entertainment and Lottery.com.

Partnerships

Amusnet Brasil has announced the official go live of its partnership with Cactus Gaming, a B2B platform serving some of the leading operators in the Brazilian market. With this integration, the game provider adds 25 new operators to its distribution network, further expanding its reach through a structure aligned with the regulated market. With operations now underway, Cactus clients gain access to a robust portfolio and features that enhance the end-user experience. Among the featured games now live are the fun and dynamic Coin Gobbler, the immersive Cavemen and Dinosaurs, and titles that have proven their success in multiple markets, such as Rise of Ra, Cocktail Dice and 7 & Crystals.

TaDa Gaming has signed a new partnership with EveryMatrix for further exposure in the North American iGaming market through its B2B aggregator platform SlotMatrix. Powered by EveryMatrix, SlotMatrix offers effortless integration of premium content across global platforms for boosted revenue and game offering. Following its parent company’s 2022 signing with BetMGM, the leading iGaming operator in the US, SlotMatrix has built a solid reputation with BetMGM players who will now be able to access TaDa content, beginning with latest Triluck release, 3 Coins Treasure, across the states of Michigan and Pennsylvania.

Mission Media AI, a next-generation cross-platform distribution and monetization company, has announced a strategic partnership with VsiN. The partnership strengthens Mission Media’s growing footprint in the sports space and unlocks new revenue opportunities for VsiN across their multitude of consumer touch points, including 8 regional sports networks, YouTube TV, SiriusXM channel 158, more than 20 weekly podcasts, streaming audio station, website and an app available for mobile and connected devices like iOS, Roku, Fire TV, Samsung, Google Play and LG. VsiN delivers real-time, actionable sports betting content from some of the most respected and trusted voices in the industry. Mission Media AI will scale VsiN’s monetization strategy, enabling premium access for advertisers looking to reach an engaged, data-driven audience.

The post Gaming Americas Weekly Roundup – July 21-27 appeared first on European Gaming Industry News.

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