Tugi Tark, which literally translates as ‘smart support’, launches an intelligent platform with AI agents to help online casino operators transform customer service

Estonian start-up Tugi Tark has formally launched with a mission to modernise the iGaming industry’s approach to customer support.

According to the tech disruptor, which is only now emerging from stealth mode, the future of player support will be proactive and automated, rather than reactive and manual.

Tugi Tark uses a combination of large language models, machine learning, and a dataset of over 10 million iGaming customer service tickets resolved over the years.

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Tugi Tark’s AI agents, available 24/7, resolve a significant percentage of cases independently, increasing each month as support teams train their AI agents. This streamlines the player experience and frees up human staff to focus on higher-value tasks.

Crucially, the agents can provide support in more than 250 languages, a key advantage for iGaming companies operating across multiple markets. Players are assisted in their native language, without the need for third-party translation tools or region-specific teams — reducing costs and breaking down language barriers.

Players parting with money expect fast, effective support at any time. Tugi Tark’s AI agents address this critical pain point. Slow response times remain one of the biggest frustrations in iGaming customer support — often due to staffing constraints.

Proactive support can improve the player experience across a range of issues, including failed payments. When a deposit fails, Tugi Tark receives an API call from the payment system with the error message. This instantly triggers a relevant chat with the player to clarify the reason and provide a solution. The result: improved customer satisfaction, successful deposits, and lower player churn.

Tugi Tark CEO Harpo Lilja said: “We’re convinced we can help operators transform player support from a cost centre into a strategic competitive advantage.

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“Support isn’t just about answering questions. It’s about creating momentum, trust, and loyalty. The quality of customer service is critical — it can make or break a VIP programme.

“With human agents, the support times are inconsistent. Support staffing for a multi-market 24/7 operation is challenging and costly. High churn among staff is common, and the limit of talent is an unfortunate reality.

“Combining both human and AI agents is the solution to the problem. AI agents can resolve many queries independently, and the rest are automatically routed to the most suitable human agent to guarantee a fast and effective resolution.”

Tugi Tark is a remote-first company headquartered in Tallinn, Estonia. The business has doubled its headcount in less than a year and is scaling rapidly to meet growing demand.

Five iGaming clients are set to onboard imminently, with further partnerships to be announced before the end of 2025.

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“We understand high-value players, compliance, cost optimisation, player safety, and the nuances of iGaming support — because we’ve lived it,” added Lilja, who brings over a decade of experience in iGaming and a proven track record of elevating customer support across hundreds of brands.

“Every feature is designed to solve real-world challenges: regulatory pressure, global player bases, multi-brand operations, and 24/7 VIP care.”

SlotMatrix announces the official launch of Fortuna Gold, set in a mythological odyssey where ancient gods and glittering fortunes await.

Set in a mythical realm where Zeus commands thunder and Fortuna blesses the reels, this six-reel, medium volatility slot sees players seek the blessings of the deities and collect wins, coins, and jackpots. 

With a potential 10,000 ways to win, 96% RTP, and the chance to claim up to 5,542 times the player’s stake, Fortuna Gold makes every spin exciting.

The heart of the game lies in the Coin Avalanche mechanic, triggered when the goddess Fortuna symbol lands on both reels 1 and 6. Coins start cascading onto the reels, and players who are lucky enough to fill entire rows, or the entire screen, will win special jackpots including the Grand Jackpot.

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Landing four Bonus symbols triggers a Free Spins bonus, where Coin and Thunder symbols make the positions hotter, multiplying the coin’s value. Players can also collect diamonds during this mode. If the goddess Fortuna deems a player worthy and allows them to collect five diamonds, they win the Grand Jackpot.

Fortuna Gold is available now through SlotMatrix. As with all SlotMatrix titles, the game is enhanced by EveryMatrix’s proprietary gamification features, including free spins, leaderboards, and tournaments, and can be integrated with EngageSuite, the all-in-one player loyalty solution.

The slot was developed by Fantasma Games, a game studio EveryMatrix acquired in October 2024.

Bjorn Sjoberg, COO, SlotMatrix, said: “Fortuna Gold is a heavenly example of the kind of content we always aim to deliver. It is visually stunning, with highly engaging mechanics and a global appeal, designed and delivered by our talented games team. We can’t wait to show you even more in the months to come.” 

Inspired Entertainment, Inc., a leading provider of B2B gaming content, systems, and solutions, has announced the launch of its top-performing iGaming content in the Netherlands with Starcasino, an established online casino and sportsbook brand in Belgium, and  that is now  expanding into  the Dutch market.

Following its success in Belgium, Starcasino is rapidly expanding its footprint in the Netherlands’ iGaming market. The partnership provides Starcasino access to Inspired’s top-performing titles, offering Dutch players  an enhanced online casino experience driven by Inspired’s high-quality iGaming content, which has demonstrated proven results.

Through this collaboration, Starcasino’s Dutch customers can now enjoy a wide range of Inspired’s most popular titles including high performers such as, Big Bonus™, Stacked Fire 7’s™, Big Piggy Bank™, Golden Winner™, Big Bonus Booster™ with additional game  launches planned throughout the year.

“We’re thrilled to bring our best-in-class games to Starcasino as they grow their presence in the Netherlands,” said Claire Osborne, VP of Interactive at Inspired. “Our proven content resonates strongly with European audiences, and we’re confident it will support Starcasino’s momentum in this exciting and competitive market.”

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“Partnering with Inspired is a major step in our Dutch expansion,” said Pieter van den Bos, Director at Starcasino. “Inspired’s diverse portfolio, featuring seasonal favourites, unique mechanics and classic themes, will greatly enrich the gaming experience for our players. This launch underscores our commitment to growth in the regulated Netherlands iGaming space.”