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SOFTSWISS Managed Services: 2021 Overview
In 2021, SOFTSWISS Managed Services finalised its structure and highlighted key results. As an important part of SOFTSWISS solutions offered to clients to support and maintain their brand, Managed Services has expanded the list of provided services. The statistics presented reflect the division’s performance from January to December 2021.
Managed Services is available to all the SOFTSWISS Online Casino Platform clients. The most important highlights in the development of Managed Services in 2021 were the changes in the organisational structure. In particular, the split of VIP Player Support and Player Retention services into two separate services. In addition, a new player reactivation team was created within the Managed Services to focus on getting users back into the game.
As a result, the Managed Services structure comprises five core teams at the end of 2021:
- First Line Support. Handles incoming players’ requests and helps resolve issues arising.
- Anti-Fraud Support. Responsible for dealing with suspicious activity and fraud detection.
- VIP Player Support. Focuses on targeted and personalised key player assistance.
- Player Retention. Helps to keep users in the game and increase their loyalty to the casino.
- Player Reactivation. Constantly in touch with players who show reduced or no gaming activity.
“One of the important achievements of 2021 was the finalisation of the Managed Services team structure. We have highlighted five separate teams that are responsible for key areas of work with players. Thanks to the experience gained, we have a clear understanding of how to build work in the B2C segment. This helps to promptly resolve issues and increase player loyalty, which directly affects the financial performance of a casino,” said Vitali Matsukevich, Head of Managed Services.
In the past year the First Line Support team has managed to handle more than 1,5 million chats, which is an impressive result. On average, excluding emails, there were 200+ chats with players per day per agent. At the end of the year, the average Customer Satisfaction Index stood at 83 per cent. These are the overall statistics for all 55 clients that First Line Support services worked with last year.
According to the Anti-Fraud team’s results, the amount of confiscations in 2021 exceeded 14 million EUR, a 40% increase compared to 2020. One of the team’s major achievements were the three ICA certifications, which increased the level of service and expanded the expertise of the Anti-Fraud support staff. In turn, the number of requests handled rose by 35% to over 40,500.
“2021 was a landmark year for all Managed Services teams. The increase in the number of clients using the SOFTSWISS Online Casino Platform has had a direct impact on the number of players and operators we interact with. Unfortunately, this is also reflected in suspicious activity statistics, which we monitor very closely. In order to maintain the highest level of service for which we are valued by our clients, the Managed Services team has grown several times over 2021. Therefore our clients can be sure that their players are in good hands,” commented Artyom Rudakov, Deputy Head of Managed Services.
When it comes to the interaction with VIP players, the team managed to increase their number by 6 times: from 400 in 2020 to 2,500+ in 2021. This is reflected in the amount of deposits VIP players have made in the casino. At the end of the year it amounted to over 189 million EUR. The team saw monthly growth in GGR among VIP players of around 15-20%, resulting in an annual GGR of 107+ million EUR.
The Player Retention division has managed to engage more than 230,000 players over the past year. This is directly attributable to the launch of regular unique promos, from which users learn about campaigns, new providers and the latest game releases. The conversion rate for such email blasts in December 2021 was 35% compared to 22% in January of the same year. As a result, the average deposit per player was recorded at 300 EUR.
Despite the recent launch, the Player Reactivation team ended 2021 at nearly 6,000 users who had resumed their gaming activity. 54% of them not only took advantage of the bonuses offered, but also made a deposit. As a result, the team ended the year with a total of more than €1,75 million in deposits. In turn, the average ROI per client was 220%.
“The main goal we set ourselves for 2021 was to provide the best B2C service in iGaming. I believe that we have succeeded! Not only the metrics, but also the feedback from our clients and players shows that we are moving forward in the right direction. A more targeted approach to players, segmentation of departments and team expansion allowed us to fare well among competitors,” summed up Vitali Matsukevich, Head of Managed Services.
About SOFTSWISS
SOFTSWISS Managed Services works in combination with SOFTSWISS Products to deliver additional value to iGaming operators and players alike. Managed Services include First Line Player Support, Dedicated Anti-Fraud Support, VIP Player Support, Player Retention, and Player Reactivation.
SOFTSWISS is a widely-acclaimed iGaming expert, supplying certified software solutions for managing online gambling operations. The company has an international team, which counts 1,000+ employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds a number of gaming licences, including Curacao, Malta, Estonia, Belarus, Belgium, Sweden, Nigeria, Ghana, Serbia and Greece. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, the Affilka affiliate platform, Sportsbook Platform and the Jackpot Aggregator. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimised online casino solution.
Conferences
Win Systems will showcase its latest innovations at G2E Las Vegas 2025

Win Systems will once again be present at Global Gaming Expo (G2E) Las Vegas 2025, one of the most important events in the industry worldwide. The expo will take place from October 7 to 9 at The Venetian Expo and Win Systems will welcome all its clients at booth #2050.
During the event, the company will showcase multiple innovations across its different business lines, specially developed and adapted to the needs of each market. Within the Systems division, Win Systems will present innovations designed for both casinos and the route market, as well as an important new development in its Electronic Payment Solutions Business Unit.
In addition, the company will unveil new models of roulette, slots, and games that promise to impress operators and players alike, consolidating its position as a leader in innovation and entertainment experiences.
“G2E Las Vegas is the ideal stage to showcase our latest innovations and the result of months of work and development. This year we arrive with proposals designed to meet the challenges and opportunities of each market, always maintaining our mission to continue driving the future of Gaming,” said Eric Benchimol, CEO of Win Systems.
Win Systems invites all industry professionals to visit its booth to experience its latest launches firsthand and see how its comprehensive solutions continue to set trends in the sector.
For more information about Win Systems and its cutting-edge gaming solutions, visit winsysgroup.com
The post Win Systems will showcase its latest innovations at G2E Las Vegas 2025 appeared first on Gaming and Gambling Industry in the Americas.
Amanda Slonzon VP of Compliance and Regulatory Strategy at RubyPlay
RubyPlay’s US Playbook – Turning compliance into a growth engine

After securing entry into its second US state, and with a third firmly in sight, RubyPlay is sharpening its compliance strategy to balance speed with precision. Amanda Slonzon, VP of Compliance and Regulatory Strategy, explains how the company’s US Playbook is helping to turn regulation into a growth engine, from leveraging New Jersey as a benchmark, to preparing for Pennsylvania’s unique challenges, and building trust-based relationships with regulators and partners across the industry.
When people think about compliance in the US iGaming industry, they often imagine it as the handbrake that slows expansion and stifles innovation. For me, it is the opposite as compliance sits in the driver’s seat. It is not simply a support function but a product in itself that enables us to grow faster, enter new markets with confidence and strengthen our relationships across the industry.
The US online casino market is both highly promising and highly fragmented. Only seven states currently regulate iGaming and each has its own framework. Navigating this landscape requires a deep understanding of both the common threads between states and the subtle differences that can make or break a market entry.
This is why we have developed a US Playbook at RubyPlay, which is a detailed, in-house framework for understanding and applying state-by-state requirements in a way that is tailored to our products and infrastructure. With it, our compliance and regulatory specialists break down each regulation, interpret it in the context of our business, and share that knowledge across the company.
Market comparisons
New Jersey will always be the starting point for most operators and suppliers entering the US. It was the pioneer of state-level regulation and, in many ways, still sets the standard for others to follow. Meeting New Jersey’s requirements ensures a company is well-prepared for other states, many of which recognise its certifications. Delaware, for example, places direct reliance on New Jersey approvals, a pragmatic approach that can streamline entry for those already licensed in the Garden state. But even with these efficiencies, each state demands its own level of preparation and adaptation.
Regulators in the US take compliance very seriously and ensure that every technical aspect of a business meets their requirements. Unlike some EU markets, where providers may not need a B2B license, every US state requires B2B licensing through a thorough, state-specific process. While major shifts are rare, when they occur they can significantly impact the industry. Right now, sweepstakes is the most talked-about development, and with New Jersey’s Governor having recently signed the ban into law, we are seeing a wave of prohibition that will have a major impact across the industry. Our role is to remain attentive, follow changes daily, and ensure we stay as compliant as we intend to be.
Every state also has its own technical standards, licensing requirements, tax structures, and approaches to product approval. For example, Pennsylvania applies the highest tax rate on operators in the country yet remains one of the most attractive among operators. It also has a deeply ingrained gaming culture and a large, active player base. Entering a state like Pennsylvania, which is a key target for RubyPlay in 2026, is not just about passing compliance checks but more about understanding the regulator’s expectations, the market’s economic realities and the cultural context of its players.
Fostering close relationships
One of the most important aspects of operating in the US is the strength of relationships with key stakeholders across the entire ecosystem. I have always believed that a strong relationship with the regulator is just as critical as meeting their requirements on paper. We work to ensure that regulators see us as partners who bring solutions, not problems. We communicate openly and demonstrate that we take their rules as seriously as they do. The same process applies to how we work alongside our industry partners. From platform providers or operator customer, we approach every partnership as a collaborative effort to succeed together.
Culture plays a vital role in how we approach regulation. Compliance is considered a technical discipline, but ultimately it is powered by people who care about getting processes and frameworks robust. I am proud to lead a team that is collaborative and solution-oriented. One of my proudest moments recently came during a recruitment process where I was speaking with a candidate for a role within our compliance team. She told me she had been following RubyPlay closely and was so impressed by our company culture, the pride we take in our work and the way we treat our people, that she was willing to relocate to another country just to join the team. It is a real story that speaks to the environment we have built.
Regulation in the US is not going to advance overnight. The state-by-state approach will remain and evolve, and new product categories will emerge that challenge existing frameworks. My perspective is that the companies who thrive will be the ones who embrace this complexity, invest in understanding it deeply, and treat compliance as a strategic asset rather than an operational hurdle.
The US Playbook we have developed is our way of making that happen. It is an ever-evolving strategy that keeps us compliant, competitive and ready for whatever comes next.
The post RubyPlay’s US Playbook – Turning compliance into a growth engine appeared first on Gaming and Gambling Industry in the Americas.
Aviatrix
Aviatrix partners with TQJ and joins the Bet do Milhão portfolio

The popular crash game Aviatrix has entered a strategic partnership with Brazilian operator Todos Querem Jogar (TQJ) to bring the hit title to the recently launched brand Bet do Milhão.
TQJ is a Brazil-licensed operator and an investee company of the Silvio Santos Group, one of the country’s largest media conglomerates. Its first brand, Bet do Milhão, is inspired by Show do Milhão, the iconic Brazilian TV game show, and debuts with a full portfolio of sports betting and online gaming, with a strong focus on innovation, security, and responsible play.
Through the partnership, Bet do Milhão players will now enjoy the full Aviatrix experience, including one of the most dynamic and engaging crash game mechanics in the world.
Anastasia Rimskaya, Chief Account Officer at Aviatrix, said: “This partnership with TQJ and Bet do Milhão is a perfect fit. Aviatrix is about delivering exciting and intuitive gameplay, which aligns perfectly with the Bet do Milhão concept. This is another key milestone in establishing Aviatrix as one of the most popular online casino games in Brazil.”
Leonardo Sampaio, Chief Operating Officer at Todos Querem Jogar, added: “We want to combine the Brazilian way of having fun with the very best in technology and content available in the market. That’s why bringing Aviatrix to our new brand was a priority. We are excited to build a long-term relationship with the team and are confident the game will be hugely successful with our players.”
Aviatrix has been rapidly expanding in Brazil in recent months. In April 2025, the game received full federal certification to operate via licensed operators nationwide, as well as a dedicated certification for the state of Paraná.
The post Aviatrix partners with TQJ and joins the Bet do Milhão portfolio appeared first on Gaming and Gambling Industry in the Americas.
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