Beasts of Fire Maximum slot by Play'n GO featuring Charging Fire Beasts, Expanding Reels, and Maximum Burning Spins for explosive wins.
Connect with us
Beasts of Fire Maximum slot by Play'n GO featuring Charging Fire Beasts, Expanding Reels, and Maximum Burning Spins for explosive wins.

Latest News

The customer is always right

Published

on

The customer is always right

 

Kateryna Argyrou, Head of Customer Service at Winpot Casino, says a combination of smart technology and smart humans is needed for gold-standard customer support

The customer is always right. This is an important motto for businesses and brands to remember when it comes to the products and experiences they provide to consumers.

If the customer is not happy, the chance of them disengaging with the brand is high, and this is certainly the case for online casinos where churn remains a challenge.

Providing a great customer experience requires all aspects of an online casino to be at its best and to come together in a complete package.

This takes in things like platform, payments, content, bonusing, branding and marketing and, of course, customer support.

Indeed, customer support is on the front line when it comes to engaging with players and making sure they are enjoying their time at the casino.

Not only does customer support help to resolve technical issues and answer player questions, but it also acts as a sort of personal concierge service for each player.

This can be anything from providing advice about which game to play next, to explaining how slot tournaments work and even dropping a surprise bonus into their account on their birthday.

For me, customer support goes way beyond appeasing unhappy players to stand as a powerful differentiator by providing a personalised experience for each player.

Advertisement
Stake - Best Online Casino & Sports Betting Platform

This is how we go about it at Winpot.

 

Leverage the latest technologies to deliver timely responses

There are some truly cutting-edge technologies available that allow customer support teams to take their service to the next level.

Winpot is powered by the Wiztech platform, and this includes some powerful tools that allow us to engage players and really personalise the experience we offer them.

This includes being able to access player data to understand their preferences and habits and do things like tailor bonuses and make content recommendations.

It also allows us to deploy AI-powered chatbots to ensure we respond to players immediately and then bring in a human agent if required.

Ultimately, the latest technologies ensure our customer service team can respond instantly and then provide tailored support for each player.

 

Help players get the most out of the Winpot casino experience

Advertisement
Stake - Best Online Casino & Sports Betting Platform

The customer support team can also help players get the most out of their time at the casino and at Winpot we regularly chat with players about what we have to offer.

That includes telling them about new games that have landed in our lobby or recommending titles they might like based on the previous slots or casino games they have enjoyed.

We also help them to understand the different promotions we are running at any given time and which offers are best matched to their type of play.

By doing this, players get to experience more of Winpot which in turn drives engagement and boosts retention – so a win for them and a win for us.

 

Adding a personal touch

Customer support is a great way of deepening the personalisation offered to players.

Simple things like referring to them by their first name goes a long way, as does understanding their preferences – small things that have a big, positive impact.

The human touch provided by customer support also helps to build trust between the player and the brand, forming a real connection that lasts.

This is especially important if the player encounters an issue or has a complaint.

Advertisement
Stake - Best Online Casino & Sports Betting Platform

These things can and do happen, but if addressed by a human who genuinely cares, the damage to the brand can be minimal and even benefit the player’s perception of the online casino.

We’ve all encountered an issue with a product or service we engage with, but just think about how you perceive the brand or company if the customer service response is especially good.

 

Subtle safe gaming interventions

For me, one of the most important ways in which customer support can improve the player experience is safe gaming.

This starts with gently educating players about the tools available to help them stay in control of their play to making interventions with those showing signs of potentially problem play.

This aspect is a great example of how cutting-edge technologies can combine with highly trained customer support staff to really improve the player experience and protect those in need.

Our platform monitors individual players in real-time and benchmarks their play against known markers of harm.

Automated interventions can be made in the form of pop-ups suggesting they take a break or, if necessary, a customer service agent can connect with the player and speak to them directly.

We want all players to enjoy the Winpot Casino experience safely and responsibly, and customer support is an important and highly effective tool for achieving this.

Advertisement
Stake - Best Online Casino & Sports Betting Platform

 

Smart tech combined with smart humans

Of course, smart technology is just one part of the equation. Top-level customer support also requires skilled and trained agents who understand all aspects of the casino operation.

Their knowledge needs to cover onboarding, payments, bonuses, games, loyalty schemes, responsible gambling and more.

They also need to be able to communicate with players, even when they are frustrated, in a clear, calm manner while ensuring they feel heard and understood.

This is why at Winpot, we use the latest technologies and train our support staff to the highest level as this is ultimately what’s required for gold-standard customer support.

The customer is always right, but a great deal goes into making them feel this way.

Latest News

Grand View Research: Global Sports Betting Market Size is Estimated to Reach USD 187.39 Billion by 2030

Published

on

 

The global online gambling market size is estimated to reach USD 153.57 billion by 2030, registering a CAGR of 11.9% from 2025 to 2030, according to a new report by Grand View Research.

Sports Betting Market Report Highlights:

• The offline segment accounts for a significant revenue share in the sports betting industry in 2024, particularly in regions with a mature gambling infrastructure such as Europe and Australia.

• Based on the sports type football segment dominated the sports betting market, holding the largest share due to its vast international fan base and the continuous presence of domestic and international tournaments.

• Live/In-Play Betting emerged as the leading segment in the sports betting market in 2024, thanks to its real-time and interactive nature.

• Europe sports betting market accounts for the largest revenue share of around 48% in 2024. The sports betting market in Europe is continually evolving, bolstered by established regulations in several countries and increasing digital engagement.

The growth of the global sports betting market is driven by the proliferation of internet infrastructure and evolving regulatory landscape of the entire gambling industry across the world. In addition, the increase in the number of sports events and leagues worldwide such as the NFL, FIFA World Cup, Carabao Cup, and UEFA Europa League has positively influenced the growth of the market. Furthermore, an increase in disposable income and the rising usage of AI and blockchain technologies to improve the prediction algorithms in betting software are likely to boost the growth of the market during the forecast period.

Esports, which is an organized, multiplayer video game competition, played by professional players, individuals, or teams, has gained massive popularity during the COVID-19 pandemic and witnessed a surge in the number of events worldwide. Market players are utilizing the increased number of esports events to offer an opportunity for their customers to bet on such esports competitions and earn extra income. The surge in online sports events backed up by a rise in the number of esports tournaments offers stable growth opportunities for the betting industry. For instance, according to the report by the UK Gambling Commission, there was a huge 2922% year-on-year rise in esports betting revenue from March 2019 to March 2020.

Continue Reading

Latest News

CANJ Launches “Casinos United Against Hunger” Campaign

Published

on

 

In an effort to address food insecurity in New Jersey, the Casino Association of New Jersey (CANJ) has launched the Casinos United Against Hunger campaign in partnership with the Community FoodBank of New Jersey (CFBNJ). Atlantic City casinos collectively are donating more than $170,000 to support CFBNJ’s mission.

“Ending hunger will take all of us stepping up to do more for our neighbors. Atlantic City casinos are coming together to form Casinos United Against Hunger, a new campaign dedicated to strengthening our efforts to combat food insecurity in New Jersey. By supporting important organizations like the Community FoodBank of New Jersey, we will help address hunger by providing meals to families throughout the state,” said Mark Giannantonio, president of the Casino Association of New Jersey.

The donation was presented at CFBNJ’s Night of 300,000 Meals on May 1, 2025, a culinary event that brings together local chefs, restaurants and community members to help provide 300,000 meals for neighbors in need. Chefs from Atlantic City casinos participated in the annual event.

“Atlantic County has some of the highest rates of food insecurity in the state. We’re grateful to the Casino Association of New Jersey for helping to honor the FoodBank’s 50th anniversary with their generous support and for uniting the Atlantic City casino community to help address hunger. Through this partnership, we can provide more meals to local families in need and make a lasting impact in the area,” said Elizabeth McCarthy, president & CEO of the Community FoodBank of New Jersey.

In addition to the CFBNJ’s 50th anniversary, the partnership between the CANJ and CFBNJ comes at an especially crucial time given the level of food insecurity in New Jersey. Nearly 1 million people in the state, including more than 260,000 children, are at risk of hunger. Atlantic County, home to Atlantic City’s casinos, has some of the highest rates of food insecurity in the state, with 12.2% of residents and 17.4% of children affected.

The casinos involved in the Casinos United Against Hunger initiative – Bally’s Atlantic City Casino Resort, Borgata Hotel Casino & Spa, Caesars Entertainment’s Atlantic City Resorts, Golden Nugget Atlantic City, Hard Rock Hotel & Casino Atlantic City, Ocean Casino Resort and Resorts Casino Hotel – are joining a long-standing tradition of support for CFBNJ. Many properties in Atlantic City are longtime supporters of CFBNJ, and this collective effort demonstrates their commitment to addressing this critical issue. Through this partnership, CFBNJ will be able to distribute more meals to families in need, especially in areas that are most impacted. The $170,000 donation is a total of all financial, grant and in-kind contributions from each Atlantic City casino to the CFBNJ this year.

Continue Reading

Latest News

Austin to Host Inaugural Global Esports Industry Week in June 2025

Published

on

 

The Esports Integrity Commission (ESIC), in partnership with The Esports Radar and strategic event partner BLAST, announced Global Esports Industry Week 2025 (GEIW), a week-long series of executive-level forums, summits and experiential gatherings and socials taking place 18–22 June 2025 in Austin, Texas.

Staged alongside the sold-out BLAST.tv Austin Major Finals (21–22 June), GEIW will convene hundreds of publisher representatives, executives, tournament organisers, team owners, brands, investors, legal specialists, and technology innovators for five days of focused dialogue, deal-making, and industry celebration.

Designed in response to mounting calls for global strategic alignment as the esports sector matures, GEIW offers a purposely neutral environment for stakeholders to tackle shared challenges, set collective priorities, and chart sustainable growth. Anchored at the Downright Austin Hotel, the program blends high-impact content with curated networking and “only-in-Austin” social experiences, ensuring every conversation can translate into actionable collaboration.

Agenda highlights include:

• Esports Leaders & Evening Garden Party (19 June) – a more intimate decision makers only gathering for 120 C-suite leaders in and around the sector, hosted in an off-stage setting with excellent hospitality focused on real conversations and great meetings.

• International Games & Esports Tribunal (IGET) Arbitrators Workshop (19 June) – first-of-its-kind masterclass exploring the revolutionary IGET dispute-resolution framework for video games and esports.

• ESIC Global Esports Summit (20 June) – thought-leadership keynotes and think-tank panels tackling integrity, commercialization and player welfare.

• Premium Networking Experiences (20-21 June) – uniquely local experiences designed to deepen relationships beyond the conference room, including a GEIW Padel Tournament, Texan BBQ Dinners, and more.

Additional activations, partner MOU-signing sessions, and BLAST.tv behind-the-scenes arena tours will run throughout the week.

Advertisement
Stake - Best Online Casino & Sports Betting Platform

Stephen Hanna, Chief Executive Officer of Esports Integrity Commission, said: “The global esports ecosystem has reached a tipping point where sustainable growth depends on collective action. Global Esports Industry Week 2025 is our answer to that need—a neutral space where publishers, tournament operators, teams, investors, regulators and technology partners can leave day-to-day business at the door and focus on the bigger picture.

“Over the course of five days, we’ll tackle integrity risks head-on, debate commercial models that reward everyone in the value chain, and map out practical frameworks for player welfare and dispute resolution. By convening the industry’s most influential decision-makers in Austin—alongside the energy of the BLAST.tv Major—we’re setting the stage for agreements and initiatives that will shape esports for the next decade.

“ESIC was founded to safeguard fair play; GEIW extends that mission by championing transparency, accountability and long-term business viability. I look forward to welcoming our global peers to what I believe will become the cornerstone event on the esports business calendar.”

Sam Cooke, CEO & Co-Founder of the Insights Group (owners of The Esports Radar), said: “As co-organiser, The Esports Radar team is thrilled to launch its first event alongside our good friends over at ESIC and BLAST. We couldn’t have hoped for a better city than Austin to host the first GEIW; an accessible, brilliant, proudly weird city for all to enjoy in and around the programmed events, and one with so many major corporations there or close by, alongside a sold-out CS Major no less.

“This’ll be a great few days, with a lot of hands shook and deals done, and if you’re a stakeholder or just interested in the business of esports, and its broader development as an industry, we sincerely hope to see you there!”

James Woollard, Director of Market Development at BLAST, said: “Bringing the BLAST.tv Major together with Global Esports Industry Week will further help position Austin at the global centre of esports and gaming next month. This partnership underscores our commitment to building meaningful, sustainable connections across the global esports ecosystem. We’re proud to play a role in creating an unforgettable week that combines world-class competition with forward-looking industry dialogue, helping shape growth for our industry.”

Continue Reading

Trending

GamingAmericas.com (part of HIPTHER) is your one-stop portal for the latest news, insights, and analyses in the gaming industry across the Americas. From legislative updates and market trends to interviews with industry leaders, we provide a comprehensive look at the dynamic landscape of both online and land-based gaming. Whether you're a stakeholder looking to stay ahead of the curve or a gaming enthusiast eager for reliable updates, GamingAmericas.com has got you covered. Follow us on social media and subscribe to our newsletter for real-time updates and exclusive content. Make informed decisions and stay ahead in the game with GamingAmericas.com.

Disclaimer: All the information provided is for educational and entertainment purposes only. Always check your local laws before participating in any gaming activities.

Copyright © 2018 – 2025, HIPTHER. All Rights Reserved.