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The Untapped Potential of Localised Support January 2024

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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:

  1. How does high-quality, localised support impact player satisfaction and retention?
  2. What role does cultural understanding play in shaping effective customer interactions?
  3. How can operators balance flexibility with consistency in customer support?
  4. 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.

Gambling in the USA

Gaming Americas Weekly Roundup – July 7-13

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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

Apollo announced the completion of the previously announced acquisitions of International Game Technology PLC’s (doing business as Brightstar Lottery) Gaming & Digital Business and Everi Holdings Inc. (Everi) by a holding company owned by funds managed by Apollo affiliates (the Apollo Funds). The all-cash transaction, valued at approximately $6.3 billion, brings together complementary businesses to form a privately held global leader in gaming, digital and financial technology solutions. The two companies will be integrated into a combined enterprise in the coming months. Headquartered in Las Vegas, the combined enterprise will operate under the IGT name, while retaining the Everi brand in select markets and product lines.

Luckbet has announced Vitor Paulin as its Chief Marketing Officer (CMO), bringing his expertise in branding, digital marketing, data-driven strategies, performance, CRM and user experience optimisation to lead the brand’s positioning at a strategic moment for the betting sector in Brazil. With a consolidated track record in branding, strategy and communication, Paulin takes on the mission of boosting the company’s marketing initiatives, strengthening its presence in the market. Having worked for renowned companies such as Accenture, Ogilvy, Cadastra, Havas, Dentsu, Digitas, Serasa Experian, Escola Conquer and Grupo Aposta Ganha, Vitor has accumulated experience in leadership positions, including CMO and Chief Growth Officer.

Snoqualmie Casino & Hotel has officially opened its newly expanded non-smoking gaming floor, marking a significant milestone in the property’s continued commitment to exceptional guest experiences. Located adjacent to the hotel lobby, the new, larger non-smoking slot floor will feature nearly 400 of today’s most popular slot machines in a fresh, modern environment designed exclusively for non-smoking guests. This addition enhances the casino’s dedication to providing smoke-free gaming options in a luxury setting. For convenience and ease of access, non-smoking guests can also take advantage of the smoke-free entrance via the hotel’s valet parking. This new space complements Snoqualmie Casino & Hotel’s existing fully enclosed, non-smoking slot area near Falls Buffet and Snoqualmie Café & Deli, offering guests even more choice and accessibility when it comes to their preferred gaming environment.

Partnerships

Hasbro has announced a new slate of multi-year licensing partnerships aimed at transforming and expanding its most popular brands across the casino category. After a comprehensive review and market evaluation, Hasbro has selected Aristocrat Technologies, Evolution, Galaxy Gaming, and Bally’s as its newest partners in casino licensing. The new partners join existing licensee Sciplay. The announcement underscores Hasbro’s “Playing to Win” strategy, revealed in February 2025, which focuses on innovation, partnerships, and bringing beloved brands to life across more formats than ever.

The Indiana Fever announced that one of the world’s leading online betting companies, bet365, is joining the team as its Official Sportsbook Partner for the 2025 season. Bet365 will step into the game with a lineup of fan-focused features that will be integrated across the Fever’s media and game day experience. As part of the partnership, bet365 will have a strong presence throughout the Fever season, including having a brand presence across Fever Radio Network broadcasts, team social content and the Fever mobile app.

The post Gaming Americas Weekly Roundup – July 7-13 appeared first on European Gaming Industry News.

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GeoLocs

GeoLocs Partners with Green Brick Labs to support their brand Maverick Games

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GeoLocs, the industry-leading geolocation product developed by mkodo, is pleased to announce a new partnership with Green Brick Labs to launch Maverick Games, an emerging operator in the online gaming sector. This collaboration reinforces GeoLocs’ commitment to supporting operators with robust, regulation-ready geolocation services that deliver a smooth and secure player experience.

Through this partnership, Maverick Games will utilise GeoLocs’ advanced geolocation platform to ensure compliance with jurisdictional requirements in regulated markets, while providing a seamless user journey across web and mobile environments.

“We’re delighted to be partnering with Maverick Games,” said Will Whitehead, Commercial Director at mkodo. “They bring an exciting and fresh perspective to the iGaming space, and we’re proud to support their expansion with a solution that not only meets regulatory demands but also puts the player experience front and centre.”

GeoLocs is designed specifically for the iGaming industry and benefits from over 13 years of experience in supporting operators and platform providers across regulated markets in North America, Latin America, and beyond. The platform is certified by GLI and the AGCO, and holds ISO 27001 accreditation—offering operators a secure, scalable, and regulator-approved solution for location verification.

Maverick Games is known for its innovative outlook and dedication to creating a user-first betting experience. As the brand continues to grow and enter new regulated markets, having a trusted geolocation partner was a critical requirement.

“Our goal is to build a product and brand that players love and trust,” said Matt Rathbun, CEO at Green Brick Labs. “To do that, we need partners who share our values of innovation, integrity and great UX. GeoLocs stood out for its reputation, proven track record in regulated markets, and the ease of integration. We’re excited about what we can achieve together.”

GeoLocs continues to expand its global reach, enabling operators to meet regulatory requirements while delivering exceptional experiences to players wherever they’re licensed to operate.

The post GeoLocs Partners with Green Brick Labs to support their brand Maverick Games appeared first on Gaming and Gambling Industry in the Americas.

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INSPIRED ENTERTAINMENT PARTNERS WITH TORRERO TO EXPAND REACH THROUGH CONTENT AGGREGATION PLATFORM

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Inspired Entertainment, Inc., a leading provider of B2B gaming content, systems, and solutions, has announced a partnership with Torrero, a casino and sportsbook platform aggregator.

Through this strategic collaboration, Inspired’s acclaimed portfolio of games is now live on the Torrero platform, expanding its reach across regulated markets including the United Kingdom, Estonia and Mexico.

The rollout includes Inspired’s most successful slot titles such as the enduring fan-favourite Gold Cash Free Spins™, the iconic Cops ‘n’ Robbers Bigger Big Money™, and the recent smash hit Golden Winner Grand Chance™. Inspired’s growing portfolio of titles offers curated blend of time-tested classics, seasonal favourites and fresh, high-impact releases designed to engage and retain players across diverse markets.

This collaboration marks another significant milestone in Inspired’s continued global expansion and reaffirms its focus on building strong, scalable partnerships that drive growth in key territories. By joining forces with Torrero, Inspired aims to captivate new audiences while further solidifying its leading presence in the competitive iGaming landscape.

Claire Osborne, Vice President at Inspired Entertainment, said: “We’re excited to partner with Torrero to bring our diverse games portfolio to new audiences. From player-favourite classics to fun seasonal titles, our games are crafted for engagement and performance. This collaboration will deliver exceptional entertainment experiences to Torrero’s operator network and their players worldwide.”

Aleksei Tolstov, Head of Business Development at Torrero, added: “Partnering with top-tier content providers like Inspired is central to our growth strategy. Inspired’s compelling, high-quality games add tremendous value to our platform, and we look forward to building on this relationship as we continue to deliver best-in-class iGaming entertainment to our customers.”

The post INSPIRED ENTERTAINMENT PARTNERS WITH TORRERO TO EXPAND REACH THROUGH CONTENT AGGREGATION PLATFORM appeared first on European Gaming Industry News.

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