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Latest News
SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1
The SOFTSWISS First Line Support recently shared that the team processed more than 450,000 player requests (chats and tickets) in Q2. This provided an almost 20% increase in the number of resolved queries compared to the same number in Q1 2021.
The team further revealed that the number of cashouts has also risen by 13%, peaking at 75,917 in Q2, compared to 65,715 in Q1. This demonstrates the continuously growing capacity of the SOFTSWISS First Line Support.
Despite the increase in load, the quality and speed of the First Line Support service did not suffer, as the service shows daily stats of 4000 resolved chats and 2500 cashouts made with an average 82-85% Customer Satisfaction Index. Moreover, effective player support helped SOFTSWISS Online Casino Platform clients gain additional financial value.
Yan Fursa, Head of First Line Support at SOFTSWISS Managed Services, said: “The SOFTSWISS First Line Support team is, at its core, a versatile team. Our department serves as a kind of an intermediary between the player, client, and the casino world. We operate 24/7 to deliver all our customers the best service possible, being 100% transparent and unbiased. The FLS Team supports hundreds of players around the world, delivering the quickest and most reliable service possible. On a daily basis, we deal with all types of player queries, including the most complex technical ones in nature. The team is excited to be able to make a difference for SOFTSWISS clients as well as generate additional player value.”
The SOFTSWISS First Line Support Team takes over the full support of online casino platform players. Its qualified customer support associates communicate with players via live chat and emails, available in multiple different languages 24/7. This includes the handling of issues or bugs reported by players, performing player KYC checks who request withdrawals, and more.
In addition to direct communication with casino players, First Line Support also communicates with the operators and helps to resolve player-related queries. The SOFTSWISS First Line Support Team highly values its reputation – it is known for its respectful attitude towards each individual player and for providing first-class service.
Managed Services is a part of the SOFTSWISS solutions offered to clients to help them deliver support for their iGaming brand. The department comprises First Line Support, Anti-Fraud Support, Retention & VIP Management services, providing full-cycle player care.
About SOFTSWISS
SOFTSWISS is an international tech brand supplying widely acclaimed, certified software solutions for managing iGaming operations. SOFTSWISS holds a number of gaming licenses, providing a “one-stop-shop” white label solution by taking care of all technical, legal, and financial processes on behalf of its customers. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, an affiliate platform, and a recently launched sportsbook platform. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimized online casino solution. The company has thus been regarded as the leading technical expert when it comes to the use of cryptocurrencies in online gaming.
Bragg Gaming Group
Bragg Gaming Enters into Online Casino Content Agreement with Canadian Operator Loto-Québec
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Bragg Gaming Group has announced that it has entered into an online casino content agreement with Canadian operator Loto-Québec, the only 100% legal and local casino site in the province of Québec. The agreement marks the expansion of Bragg into its second Canadian province, following Bragg’s prior entry into Ontario in March 2022.
Pursuant to the agreement, Loto-Québec will benefit from access to exclusive content, including titles from Bragg’s in-house proprietary content development studios, a roster which includes Atomic Slot Lab and Indigo Magic, through Bragg Gaming’s Remote Games Server (RGS) technology, delivered via the Bragg HUB platform.
In addition, Loto-Québec players will also be able to access on lotoquebec.com titles from multiple content partners under the Powered By Bragg program, including King Show Games, Bluberi, Incredible Technologies and Sega Sammy Creation.
All content delivered on the Bragg HUB comes with the company’s Fuze promotional tools as standard which offer player engagement features on games such as free rounds, jackpots, tournaments, and quests.
The agreement with Loto-Québec’s online casino supports Bragg Gaming’s strategic goals by accelerating the growth of utilization of Bragg’s exclusive and proprietary content, and the diversification of revenue through expansion into North American markets.
Garrick Morris, Senior Vice President, Commercial, US and Canada at Bragg Gaming Group said: “It’s fantastic to see Bragg’s content expand into our second Canadian province. Loto-Québec is a strategic partner, and we are excited to see our proprietary games as well as exclusive content from our partners live and available to Loto-Québec players. We look forward to developing our relationship as a key supplier to Loto-Québec as we continue the roll-out with regular new game releases planned.
“We’ve enjoyed strong growth in North America over the past 12 months and I am pleased to further support this momentum with this successful launch in Québec. I would like to thank the Loto-Québec and Bragg teams for making this happen.”
François Hardy, Senior Director of Product and Innovation at Loto-Québec, said: “At Loto-Québec, we are always looking for new and exciting ways to entertain our players. Bragg perfectly aligns with this vision, enabling us to provide a refreshing and dynamic experience to our players.”
The post Bragg Gaming Enters into Online Casino Content Agreement with Canadian Operator Loto-Québec appeared first on Gaming and Gambling Industry in the Americas.
Coalition for Fantasy Sports
Coalition for Fantasy Sports Welcomes Splash Sports as its Newest Member
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The Coalition for Fantasy Sports (CFS) has welcomed Splash Sports as its fifth and newest member, alongside PrizePicks, Underdog Fantasy, Betr, and Dabble. This strategic partnership further solidifies the organization’s position as the premier voice in protecting innovation and consumers in the fantasy sports industry.
By joining forces with the Coalition, Splash Sports reinforces its commitment to promoting a safe, innovative, and enjoyable fantasy sports experience. Together, they will advocate for informed policies, industry-leading responsible gaming practices, and consumer-centric regulations that foster growth and innovation in the industry.
“Fantasy sports continues to evolve, and with the addition of industry leaders like Splash Sports, our coalition is stronger than ever. Together, we will continue to advocate for smart policies that allow fantasy sports to thrive while prioritizing consumer protection and innovation,” said Coalition Executive Director JT Foley.
“Splash Sports is excited to join forces with the Coalition for Fantasy Sports, an organization that shares our passion for responsible and innovative fantasy sports gaming. Together, we will work to protect and grow the fantasy sports industry, ensuring that consumers have access to a safe, enjoyable, and innovative experience,” said Joel Milton, co-founder and CEO of Splash Sports.
The post Coalition for Fantasy Sports Welcomes Splash Sports as its Newest Member appeared first on Gaming and Gambling Industry in the Americas.
Uncategorized
Resorts World Las Vegas Appoints Carlos Castro as Chief Operating Officer and Chief Financial Officer
Resorts World Las Vegas has appointed Carlos Castro as Chief Operating Officer and Chief Financial Officer. In this role, Carlos will lead the resort’s financial strategy, operational execution, and long-term growth initiatives, ensuring continued success as a premier hospitality and entertainment destination on the Las Vegas Strip.
“Carlos is joining Resorts World Las Vegas at a pivotal time, as we continue to invest in the future of this property and solidify our place as a top-tier destination. His depth of experience in financial leadership and operations will be instrumental as we execute our strategic vision and drive long-term success. We are confident in his ability to help shape the next phase of growth for Resorts World Las Vegas,” said Jim Murren, Chairman of the Board of Directors for Resorts World Las Vegas.
As COO and CFO, Carlos will oversee strategic planning and direction, investment activities, and operational efficiencies, ensuring the resort remains competitive in the industry. Focusing on long-term growth, he will collaborate with the leadership team to expand offerings, enhance guest experiences, and solidify the resort’s standing as a leader in luxury and entertainment.
Carlos has extensive experience in hospitality finance and operations having held senior leadership positions at Hilton Hotels Corporation, Caesars Entertainment, and MGM Resorts International. As Senior Vice President and CFO at Aria Resort and Casino, Carlos led the property to record profitability through innovative operational initiatives, sound capital investments, and effective cost management. His expertise in managing large-scale resort operations and financial growth strategies positions him well to guide Resorts World Las Vegas into its next phase.
“Resorts World Las Vegas is an incredible property, and I am honored to take on this role. I look forward to working with our team to drive financial excellence, enhance our guest experience, and support the continued success of this extraordinary property,” said Castro.
“Carlos brings extensive financial and operational expertise that will be invaluable as we continue to elevate Resorts World Las Vegas. His leadership will play a key role in driving financial performance, enhancing operational efficiencies, and positioning the property for sustained growth and innovation,” Alex Dixon, CEO of Resorts World Las Vegas, said.
The post Resorts World Las Vegas Appoints Carlos Castro as Chief Operating Officer and Chief Financial Officer appeared first on Gaming and Gambling Industry in the Americas.
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