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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.
Play’n GO takes players on an unforgettable expedition to Egypt’s legendary Nile in Boat Bonanza CrocoNile!, filled with thrills, spills, and crocodile chills!
Captain Jim and Jane Bonanza are here, sailing into the exotic and mysterious waters of the Nile. Legend speaks of untold treasures hidden beneath its waters, guarded fiercely by crocodiles and the ominous Curse of Sobek. Fans of the Bonanza series and Egyptian adventures will find plenty to love in this latest journey packed with intriguing gameplay and captivating storytelling.
Boat Bonanza CrocoNile! introduces players to heart-pounding gameplay across a vibrant 5-reel, 12-payline slot. Experience thrilling features like Croc Carnage, where crocodiles swim onto the reels upgrading Catch Symbols, and Sobek’s Rage, an intense Lock’n Spin feature with escalating multipliers up to x10. Instant Prize rewards and engaging random features such as Spear Shot and Depth Charge add layers of excitement and align with Play’n GO’s dedication to innovative gameplay.
Fans who enjoyed previous Boat Bonanza adventures or Egyptian-themed slots such as Legacy of Egypt and Rich Wilde and the Book of Dead will find Boat Bonanza CrocoNile! irresistible. The game masterfully blends adventurous exploration with exotic Egyptian mystique, reminiscent of previous successful Bonanza titles, ensuring it will resonate deeply with players.
George Olekszy, Head of Game Retention at Play’n GO, said:
“Boat Bonanza CrocoNile! encapsulates everything players loved about our Bonanza series, but elevates the excitement with thrilling new mechanics. We’re confident that the game’s adventurous theme and innovative features will keep players coming back for more.”
With its engaging narrative, action-packed gameplay, and visually stunning setting, Boat Bonanza CrocoNile! is poised to be an adventurous addition to any slot enthusiast’s favourites.
The post Adventure Awaits in Boat Bonanza CrocoNile! appeared first on European Gaming Industry News.
WinSpirit is proud to announce that it has officially received the Certificate of Trust from AskGamblers—one of the most respected accolades an online casino can achieve. This certificate is awarded only to platforms that demonstrate exceptional standards in key areas such as fast payouts, high player ratings, and a strong commitment to responsible gambling. It reflects WinSpirit’s dedication to player satisfaction and further strengthens the brand’s reputation as a trustworthy, high-performing casino.
With this recognition, WinSpirit reaffirms its promise to players: that their funds and personal data are protected, their rights are upheld, and their experience is both fair and rewarding.
“Receiving the Certificate of Trust is not just a badge of honour – it reflects the daily effort we put into building a casino that players and partners can rely on” — says Kate Van Engelen, PR Manager at WinSpirit.
“It motivates us to continue setting the bar high in fairness, support, and transparency,” she added.
AskGamblers is an acclaimed casino affiliate website, renowned for offering players unbiased, accurate, and up-to-date information about online casinos. The AskGamblers Certificate of Trust now takes pride of place on the WinSpirit website, serving as a clear symbol of quality, reliability, and transparency.
With over 17,000 games, a wide range of payment methods, 24/7 customer support, and generous bonuses, WinSpirit continues to set the standard for excellence in online gaming.
The post WinSpirit Casino Earns AskGamblers Certificate of Trust appeared first on European Gaming Industry News.
EveryMatrix has kicked off 2025 with powerful momentum, reporting a standout first quarter of exceptional revenue growth and profitability.
The tier-1 iGaming technology platform supplier delivered a very strong first quarter performance, with net revenue reaching €54 million, up 39% Year-on-Year (YoY), and EBITDA increasing to €28m, up 27% YoY, driven by strong growth from existing clients and innovative product launches.
EBITDA margin reached 52%, making it the eighth consecutive quarter above 50%, as the company continues to scale its platform and casino content technologies while maintaining strong financial discipline.
The last twelve months’ EBITDA reached €107m, up 50% YoY, building on 2024’s milestone achievement of surpassing €100 million in annual EBITDA.
Q1 MILESTONES SIGNAL POWERHOUSE YEAR AHEAD
A highlight of the first quarter was the successful migration of Bet600 – the first full turnkey FSB Technologies customer in the UK – to the EveryMatrix platform. The company aim remains to have all clients fully migrated in 2025 thereby realizing large cost synergies from this key acquisition.
EveryMatrix launched its cutting-edge proprietary Horse Racing solution by combining FSB’s proven knowledge and experience in Horse Racing with the innovation of OddsMatrix development teams. It provides global horse racing coverage with 10k+ monthly events, full system bets offering with bonusing capabilities and configurations and a purpose-built Horse Racing front end with rich Racecard content & live streaming integrations among some of the features.
A landmark deal was signed to deliver a full casino turnkey platform solution to SkyCity Entertainment Group. SkyCity is one of New Zealand’s largest entertainment companies owning five land-based casinos across both NZ and Australia and the online casino brand SkyCitycasino.com. SkyCity migrates from their current provider to EveryMatrix later this year.
SPORTS SURGE AND STRONG CASINO & PLATFORM GROWTH
Q1 2025 saw the company’s sports division deliver exceptional growth, with quarterly sports turnover rising 30% YoY to €1.7b, while GGR climbing 60% YoY to €154m on the back of continued strong trading margins. The last twelve months (LTM) turnover hit €6.3b, reflecting a 48% YoY increase, with GGR rising by 92% YoY to €505m. Part of the growth came from reaching a record number of nearly 600,000 live events, a 24% YoY increase.
Casino experienced the strongest quarterly financial results to date, with net revenue climbing to €28.6m, up 44% YoY, while EBITDA reached €16.8m, up 29% YoY. Casino GGR reached €753m, a 22% YoY increase, with the LTM reaching €2.9b, a 38% YoY increase.
GamMatrix, the company’s Gaming and Player Account Management Platform, experienced a net revenue increase of €8.6m, up 18% YoY, while EBITDA landed at €2.4m, a 23% decrease YoY. The decrease in EBITDA margin is related to a change in internal revenue allocation.
Ebbe Groes, Group CEO of EveryMatrix, said: “I’m very excited for 2025. Q1 was a solid quarter, a great start, and the rest of the year looks just as promising. We had a phenomenal year in 2024, which will be hard to beat, but thanks to the momentum we’ve set in motion during the last few years, I’m sure we’ll be able to do it.
“Our sports division never ceases to amaze me, breaking record after record. This quarter, we managed to reach 600,000 live events, all thanks to our ability to expand our coverage and add new products and features even while experiencing this much continuous growth.”
Q1 2025 HIGHLIGHTS
- Reached net revenue of €54m, up 39% YoY, with EBITDA at €28m, up 27% YoY, driven primarily by strong growth from existing clients.
- EBITDA margin reached 52%. Last twelve months’ EBITDA reached €107m, up 50% YoY.
- Migrated Bet600 from FSB to EveryMatrix platform, the company’s first such migration.
- OddsMatrix’s brand new Horse Racing product went live with this launch.
- Signed New Zealand’s SkyCity Entertainment Group to deliver a full casino turnkey platform solution.
- First three dedicated blackjack tables went live, another step up for the business’ PlayMatrix live dealer product.
- Launched OddsMatrix feeds for LeoVegas Group to enhance their global sportsbook offering.
- Won Norsk Tipping’s Casino and eInstant RFP, the largest-ever SlotMatrix deal, delivering aggregation, in-house and bespoke content.
- Launched SlotMatrix casino content with Caesars Entertainment across five U.S. states, expanding U.S. presence (post-quarter).
- Introduced New Odds Models for Football and Handball and enhanced retail Self Service Betting Terminals (SSBTs).
- Introduced real-time Rakeback through LoyalityEngine, the company’s Newly Launched Cross-Vertical Loyalty Program.
- Integrated 14 new casino vendors, now totalling 185+ and 345+ content providers.
- Signed 20 new PartnerMatrix clients.
The post EveryMatrix set for another standout year with strong Q1 performance appeared first on Gaming and Gambling Industry in the Americas.
Adventure Awaits in Boat Bonanza CrocoNile!
WinSpirit Casino Earns AskGamblers Certificate of Trust
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