The three Detroit casinos reported $112.5 million in monthly aggregate revenue (AGR) for the month of August 2024, of which $110.8 million was generated from table games and slots, and $1.7 million from retail sports betting.

The August market shares were:

• MGM, 48%
• MotorCity, 28%
• Hollywood Casino at Greektown, 24%

Monthly Table Games, Slot Revenue, and Taxes

Advertisement

The casinos’ revenue for table games and slots for the month of August 2024 increased 5.9% when compared to the same month last year. August’s monthly revenue was 4.2% higher when compared to the previous month, July 2024. From Jan. 1 through Aug. 31, the Detroit casinos’ table games and slots revenue increased by 0.9% compared to the same period last year.

The casinos’ monthly gaming revenue results all increased compared to August 2023:

• MGM, up 8.9% to $53.86 million
• MotorCity, up 0.1% to $30.76 million
• Hollywood Casino at Greektown, up 7.4% to $26.18 million

In August 2024, the three Detroit casinos paid $8.97 million in gaming taxes to the State of Michigan. They paid $8.47 million for the same month last year. The casinos also reported submitting $17.3 million in wagering taxes and development agreement payments to the City of Detroit in August.

Monthly Retail Sports Betting Revenue and Taxes

Advertisement

The three Detroit casinos reported $9.61 million in total retail sports betting handle, and total gross receipts were $1.7 million for the month of August. Retail sports betting qualified adjusted gross receipts (QAGR) were up by $1.4 million in August when compared to August 2023, and up by $2.1 million when compared to July 2024.

August QAGR by casino was:

• MGM: $521,529
• MotorCity: $930,952
• Hollywood Casino at Greektown: $241,045

During August, the casinos paid $64,015 in gaming taxes to the state and reported submitting $78,241 in wagering taxes to the City of Detroit based on their retail sports betting revenue.

Advertisement

Casino Club announced the launch of Konami Gaming Inc. online slots to all five Argentine provinces served by its official online platform: Casino Club Online. As the largest casino company in Argentina, Casino Club has long delivered proven Konami slots to its land-based gaming destinations. Today players can also enjoy Konami favorites like Cobra Hearts, Lion Festival Boosted Celebration, and Volcanic Rock Fire Twin Fever with convenient access by online device. These games and more are featured on Casino Club Online through Konami Gaming’s owned remote gaming server (RGS), with HTML5 delivery across smartphones, tablets, and desktop devices.

“The launch of Konami slots on Casino Club Online further propels our entertainment offering, giving players a comprehensive destination for digital real-money gaming. Whether playing online or in-person, our guests have access to Konami slots that are recognized and celebrated around the world,” said Federico Rutt, gaming manager at Casino Club Online.

Nearly a dozen Konami slots are now live on Casino Club Online, as part of the initial launch. Players in the provinces of Rio Negro, Chubut, Santa Cruz, La Pampa, and Misiones can enjoy real-money Konami slot gaming online through Casino Club’s dedicated digital casino. Additional Konami games are planned for future roll-out, including linked progressive jackpot games.

“We are excited to expand our longtime partnership with Casino Club through this successful launch to online patrons. Konami Gaming values the chance to serve Casino Club Online, and demonstrate ongoing commitment to introducing new and novel entertainment to this important online platform,” said Eduardo Aching, vice president of international gaming operations at Konami Gaming Inc.

Advertisement

When launching an iGaming project, every operator faces a dilemma of how to organise its customer support services effectively. Should it be managed in-house or outsourced? SOFTSWISS, an international tech provider with over 15 years of iGaming experience, offers a cost comparison to help resolve the issue.

Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support. Based on their profound experience, SOFTSWISS experts share their insights on organising customer support services.

In-House vs Outsourced Services: Pros and Cons

Advertisement

Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are undeniable advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training, and managing staff, allowing businesses to focus on core operations while reducing overhead costs.

The key advantage of the in-house model and something outsourcing typically lacks is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.

When it comes to customisation, experts generally do not classify it as a distinct advantage or disadvantage of either model. At SOFTSWISS, when launching any iGaming project, the team requests operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.

Advertisement

Crucial Customer Support Services

When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. Based on the SOFTSWISS expertise, the golden standard comprises the following:

• First-Line Support. To ensure a smooth project flow, an operator needs at least five in-house specialists to provide comprehensive player support. With the player base growing across various locations, additional specialists will be needed to offer multilingual support.
• Anti-Fraud Support. In some projects, a single professional may be able to handle all necessary tasks. The challenge is the high cost of such experts, which can vary depending on the country of recruitment.
• VIP-Player Support. VIP players generate around 60-80% of the project’s revenue and need an exceptional approach.
• Ongoing Retention Support. Developing marketing strategies and clear action points for increasing player loyalty and retention takes a lot of time and requires profound industry experience.

The costs for setting up an in-house service to address the above functions start at 25,000 euro, whereas outsourcing can reduce these expenses by nearly half.

Enhanced Customer Support Services

Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:

Advertisement

• Initial Retention Setup. It is a one-time service for preparing player segmentation and setting up welcome letters, bonuses, and promotional campaigns, allowing the project to start operating fully from day one. This service does not require ongoing attention.
• Player Reactivation. Experienced professionals help manage failed payments, and reactivate dormant players.
• Content Management. This service ensures a seamless user interface, up-to-date content, and a robust communication system. A clear and user-friendly website helps attract users and convert them into active players.

The minimal costs for additional services stand around 7,500 euro and differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.

Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business. It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.

In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”

The SOFTSWISS will take part in the SBC Summit Lisbon on 24–26 September. To get more insights, partners can book a meeting at stand B-160.

Advertisement

About SOFTSWISS

SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.