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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.
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USDT Casino Launches Industry-First ‘Sunday Brunch Free Spins’ with Zero Wagering Requirements

USDT Casino has unveiled a groundbreaking promotion that is set to transform weekend gaming for cryptocurrency enthusiasts. The innovative ‘Sunday Brunch Free Spins’ offer provides players with 20 free spins on Evoplay’s popular Food Feast slot, featuring zero wagering requirements and no maximum win limits.
This player-centric initiative marks a significant departure from traditional casino promotions, offering unprecedented flexibility and instant cashout capabilities for USDT players.
The promotion, available every Sunday, targets active players who have made at least one deposit during the previous week, with a minimum qualifying deposit of $20 USDT required to participate.
Key features of the Sunday Brunch Free Spins include:
- 20 Free Spins on Food Feast by Evoplay
- Zero wagering requirements on all winnings
- No maximum win limits
- Instant cash rewards
- Available exclusively for USDT players
- Simple claim process via 24/7 Live Chat
The promotion demonstrates USDT Casino’s commitment to providing enhanced value to its crypto-focused player base while eliminating common friction points associated with traditional free spin offers.
Industry-Leading Player Benefits
Unlike conventional casino promotions that typically impose 35x-50x wagering requirements, USDT Casino’s Sunday Brunch Free Spins allows players to keep 100% of their winnings immediately. This approach aligns with the broader industry trend toward transparency and player-friendly terms.
The seamless claim process through Live Chat ensures instant reward delivery, eliminating delays commonly associated with promotional offers. Players can simply contact support on Sundays to receive their spins, with no additional verification steps required.
Setting New Standards in Crypto Gaming
USDT Casino’s innovative promotion arrives as the crypto gaming sector continues to evolve, with operators seeking differentiation through unique player offerings. The Sunday Brunch Free Spins program positions USDT Casino as a forward-thinking operator focused on customer satisfaction and retention.
The promotion’s recurring weekly structure encourages consistent player engagement while rewarding loyalty without complex tier systems or restrictive conditions.
Michael Thompson, Head of Promotions at USDT Casino, stated, “Our Sunday Brunch Free Spins represent our commitment to creating genuine value for our players. By eliminating wagering requirements and win limits, we’re delivering an authentic, player-first experience that sets new standards in the crypto casino space.”
The promotion is now live and available every Sunday, with USDT Casino reserving the right to modify terms as needed. Players must agree to the casino’s fair play policy and promotion terms to participate.
About USDT Casino: USDT Casino is a leading cryptocurrency casino platform specialising in Tether (USDT) gaming solutions. The platform offers seamless crypto transactions, instant withdrawals, and a diverse game portfolio tailored for the modern digital gambler.
The post USDT Casino Launches Industry-First ‘Sunday Brunch Free Spins’ with Zero Wagering Requirements appeared first on European Gaming Industry News.
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UK Gambling Commission Flags Deepfake-Fueled Money Laundering Threats in Online Gambling Sector

The UK Gambling Commission (UKGC) has issued a warning about the growing threat of money laundering facilitated by artificial intelligence technologies, including deepfakes, and the rising use of crash games. As part of its regulatory mandate, the UKGC requires licensed operators to stay ahead of evolving cybersecurity risks or risk incurring fines and even losing their licenses. With AI-powered deception on the rise, the Commission urges tighter security protocols across all operator systems.
The need to tighten security
Artificial intelligence has become more sophisticated, and some users are taking advantage of this to bypass due diligence checks. Players registering on mobile casino platforms are typically required to provide identity documents as part of KYC procedures under AML regulations. However, deepfake technology is now being used to bypass these verifications.
Criminals now use artificial intelligence to create deepfake videos, false documentation, and face swap images to facilitate money laundering. This is why the UK Gambling Commission has stated that all operators in the UK must work fast to retrain employees in assessing customer documents.
In addition to AI threats, the UKGC continues to classify cryptocurrency as a high-risk channel for laundering illicit funds. Operators are reminded that all crypto transactions must be treated with enhanced due diligence, given their anonymity and growing association with financial crime.
The Commission also raised concerns over the rising popularity of crash games typically found on both licensed and unlicensed crypto casino platforms. Their short duration and rapid cash-out mechanics make it difficult for platforms to detect suspicious patterns, creating opportunities for high-risk laundering behavior to go unnoticed.
All operators were advised to implement appropriate procedures to identify suspicious patterns during the crash games. The UKGC shared an update that revealed that remote and non-remote casinos were providing unlicensed money service business facilities to third parties. These businesses included foreign currency exchange, with some customers attempting to deposit large denominations, such as 500-pound bills.
The Body considered such transactions a money laundering risk. It also noted that some individuals have been offered money to use their personal details to open multiple gambling accounts for criminals. This has been a source of concern for the commission as these accounts are being paid for without the third parties, knowing that they act as unlicensed betting intermediaries.
So far, two operators have been penalized for anti-money laundering and customer care failures. The erring operators were ordered to pay 375,000 pounds for AML breaches, while the bookmaker was fined 686,070 pounds.
The UKGC also warns operators to avoid supply partners connected to illegal sites. This came from the observation that games developed by operators with software licenses were ending up on unlicensed websites. The UKGC warns that operators connected to black market supply chains may face direct penalties even if indirectly involved. As such, due diligence on third-party content providers is now not just advisable, but essential. These developments underscore a broader industry challenge: maintaining regulatory compliance amid fast-evolving digital threats.
The post UK Gambling Commission Flags Deepfake-Fueled Money Laundering Threats in Online Gambling Sector appeared first on European Gaming Industry News.
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Regulatory Roadblocks: The Future of Sweepstakes Gaming in the U.S.

Sweepstakes gaming has become very popular in the United States, as it provides individuals with the opportunity to win prizes without the need for a purchase. As opposed to traditional gambling, which has been highly regulated, sweepstakes gaming operates under the gray area of the law, and as a result, it runs in a varied regulatory environment. As this form of entertainment continues to evolve, it is significant for operators, players, and policymakers to understand the regulatory challenges in order to shape its future.
Understanding Sweepstakes Gaming
Sweepstakes gaming allows users to participate in games and contests in which prizes are won. Sweepstakes are a bit different from traditional gambling. In normal gambling, individuals gamble money in hopes of winning, while in sweepstakes, you do not typically have to purchase anything for entry. The growth of new sweepstakes casinos platforms offering casino-style gameplay through promotional credits and free-entry mechanics has expanded the reach of the sweepstakes model, attracting users seeking low-risk entertainment alternatives.
However, the legitimacy of sweepstakes gambling differs from state to state, and all these various regulations form a set of laws that are confusing to both the operators and the players. New sweepstakes casinos typically have to contend with such convoluted regulation, as there are multiple regulations at the state level to comply with. This inconsistency could be challenging for operators to implement and may limit players from accessing this new and creative gaming experience.
The Future of Sweepstakes Gaming in the U.S.
In spite of the regulatory hurdles, there are possible avenues that can potentially unlock a brighter future for sweepstakes gaming in the U.S.
- Standardization of regulations
Nowadays, the legislation is different. Each state has different definitions, rules, and prerequisites for sweepstakes. This lack of uniformity can keep operators from entering the marketplace and confuse players about their rights and responsibilities. By promoting interstate collaboration to develop standardized regulations, the industry would benefit from more transparent compliance channels that make it easier to conduct business for emerging sweepstakes casinos. A standardized regulatory landscape would not only reduce legal uncertainties but also optimize consumer confidence, ensuring an open and fair gaming environment.
- Innovation in Compliance
Compliance innovation involves using new solutions and technology to make the regulations of sweepstakes gaming simpler or better. As there is evolution in the industry, the traditional methods of performing compliance might no longer apply, hence becoming a hindrance in the manner in which operators comply with diverse state regulations. New solutions like blockchain and artificial intelligence can be explored to enhance transparency and accountability in sweepstakes gaming.
- Consumer Education
Consumer education involves the offering of understandable, clear information to players about their rights, responsibilities, and types of games played. As the industry expands, it is very crucial to educate consumers so they know how the sweepstakes are conducted, the rules of play, and the possible risks. Educating players so they are well-informed will enable operators to build trust and achieve responsible gaming practices. Effective consumer education can diminish confusion regarding sweepstakes, resulting in a more secure and transparent gaming experience.
The post Regulatory Roadblocks: The Future of Sweepstakes Gaming in the U.S. appeared first on European Gaming Industry News.
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