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SOFTSWISS Managed Services: 2021 Overview

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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:

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  • 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.

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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.

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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.

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Hard Rock International

Hard Rock Bet, Unity by Hard Rock Loyalty Programs Come Together for Unprecedented Rewards

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Hard Rock International announced that Hard Rock Bet is now fully integrated into Unity by Hard Rock, a one-of-a-kind loyalty program that rewards members for doing the things they love across Hard Rock’s portfolio of more than 200 locations including hotels, casinos, cafes, and Rock Shops around the world.

Hard Rock Bet, Hard Rock International, and Seminole Gaming’s top-rated sports betting and online casino platform, will maintain its free online Loyalty Rewards program, which gives players the opportunity to earn points and one-of-a-kind rewards for their play. With the Unity integration, players will earn Tier Credits for both programs with their online play at Hard Rock Bet and can seamlessly transfer points between the two programs for online and on-property rewards. Upon signing up for Hard Rock Bet, players will automatically be registered for a Unity by Hard Rock account if they aren’t already a member.

The complimentary Unity by Hard Rock global loyalty program offers an array of benefits and services at participating Hard Rock locations where members can earn and redeem Unity Points toward free nights, dining experiences, great merch, and free play. Hard Rock also embarked on a partnership with Royal Caribbean International and Celebrity Cruises to reward travelers on land, sea and at ports of call with reciprocal benefits through Unity by Hard Rock, Royal Caribbean’s Club Royale and Celebrity Cruises’ Blue Chip Club. Now inclusive of Hard Rock Bet players, members gain exclusive access to offers, promotions, and rewards, as well as discounts to participating Hard Rock properties.

“Integrating Hard Rock Bet into Unity will be a game-changer for guest engagement. This enhancement not only offers a fun, interactive way for guests to earn points when placing bets, but also significantly boosts loyalty. By rewarding guests for their playtime, we create a win-win scenario where guests enjoy an enriched experience, and we foster an introduction to all the amazing verticals in our brand through point redemption opportunities at Hotels, Casinos, Cafes, Rock Shops and entertainment venues,” said Keith Sheldon, President of Entertainment & Brand Management at Hard Rock International and Seminole Gaming.

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The post Hard Rock Bet, Unity by Hard Rock Loyalty Programs Come Together for Unprecedented Rewards appeared first on Gaming and Gambling Industry in the Americas.

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Golden Nugget Atlantic City

Golden Nugget Atlantic City Announces Re-opening of Sportsbook with New, Innovative Technology and Expanded Betting Markets

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Golden Nugget Atlantic City has announced the re-opening of its Sportsbook on January 29, 2025. Relaunching just in time for the Super Bowl, the revamped Sportsbook introduces state-of-the-art technology with many new features, delivering a premier betting experience for customers to enjoy.

“Perfectly timed for guests to get their bets in for the Super Bowl, we are launching new and improved technology and betting options. Our team is committed to providing an elevated betting atmosphere, and these enhancements are proof of that,” said General Manager Tom Pohlman.

The upgraded Sportsbook will offer an array of new betting capabilities including UFC/MMA, college baseball, college softball, women’s college basketball, men’s college hockey and the Summer and Winter Olympics. Other features include same game parlays, teasers with both traditional or alternate spreads, a wider range of player and team props options, boosted odds, a bet builder to create personalized bets, and the allowance of an early cashout.

Conveniently located off the Main Atrium, the Sportsbook boasts over 50 TVs, five video walls, and numerous self-betting kiosks, making it the perfect spot to watch your favourite event. Beyond betting, guests can also enjoy all your favoirite game day eats and drinks.

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Regular hours of operation are Monday through Friday from 3 p.m. to 11 p.m., Saturday from 11 a.m. to 11 p.m., and Sunday from 10 a.m. to 11 p.m. Customers are also able to place bets 24/7 on kiosks throughout the casino floor.

The post Golden Nugget Atlantic City Announces Re-opening of Sportsbook with New, Innovative Technology and Expanded Betting Markets appeared first on Gaming and Gambling Industry in the Americas.

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Compliance Updates

MGCB Executive Director Applauds Reappointment of Board Member Deidre A. Lambert-Bounds by Governor

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The Michigan Gaming Control Board (MGCB) has announced the reappointment of Troy resident and Board member Deidre A. Lambert-Bounds by Gov. Gretchen Whitmer. This reappointment reaffirms the governor’s confidence in Lambert-Bounds’ dedication, integrity, and invaluable contribution to the agency’s mission of ensuring a fair and transparent gaming environment.

MGCB Executive Director Henry Williams expressed deep appreciation for the governor’s decision, noting that Lambert-Bounds’ continued leadership will greatly benefit the agency.

“Board member Lambert-Bounds has consistently demonstrated exceptional commitment and insight in regulating Michigan’s gaming industry, and we are thrilled to have her continue as a vital part of our Board. This reappointment is a testament to her unwavering dedication to upholding the highest standards of integrity and fairness,” said Williams.

Reappointed for a term expiring Dec. 31, 2028, Lambert-Bounds is the president and co-owner of Ignite Social Media LLC, and the chief operating officer and co-owner of its sister company, Carusele Media. She also serves on the executive boards of the Sphinx Organization, International Women’s Forum, and the Michigan Partnership for Equity and Opportunity.

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The reappointment is Lambert-Bounds’ second four-year term of serving on the MGCB, representing Independents, for a term expiring Dec. 31, 2028. She previously served from July 22, 2021, through Dec. 31, 2024, and succeeded Barbara Smith, whose term expired Dec. 31, 2020.

The MGCB is responsible for implementing, administering, and enforcing the provisions of the law related to the licensure, regulation, and operations of the three authorized Detroit casinos — MGM Grand Detroit, MotorCity Casino, and Hollywood Casino at Greektown. The agency also licenses and regulates fantasy contests, regulates pari-mutuel horse racing and casino-style charitable gaming (millionaire parties), and audits tribal gaming compact agreements for the state’s 12 federally recognized tribes.

The Board comprises five Michigan residents appointed by the Governor, with one member designated by the Governor as the chairperson. Under the Michigan Gaming Control & Revenue Act, no more than three members may belong to the same political party.

The post MGCB Executive Director Applauds Reappointment of Board Member Deidre A. Lambert-Bounds by Governor appeared first on Gaming and Gambling Industry in the Americas.

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