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The customer is always right

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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.

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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

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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.

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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.

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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.

Conferences

PIN-UP Global to Participate in IGB L!VE London

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PIN-UP Global to Participate in IGB L!VE London

 

International iGaming holding PIN-UP Global will participate in IGB L!VE, one of the industry’s premier events taking place July 2-3 in London. Booth K40, spanning 168 square meters, will feature two distinct zones – PIN-UP Global and PIN-UP Partners. The holding will create valuable networking opportunities for industry professionals.

Visitors to the PIN-UP Global booth will have the opportunity to meet with the holding’s teams to explore the B2B portfolio designed to boost operational performance and drive business growth in the iGaming sector. The holding’s team will focus on growing its partner network and demonstrating the company’s latest technological developments.

PIN-UP Global team will be on hand throughout the event to explore potential investment opportunities and discuss partnerships with promising startups. The holding continues to identify and support promising teams developing innovative solutions in MarTech, iGaming, FinTech, AI/ML, and analytics.

PIN-UP Partners is joining iGB Affiliate London with top-performing offers, exclusive merch, and proven partnership models. Recognized as the Best iGaming Affiliate Program by AW’2024, MAC’2024, and SiGMA’22, PIN-UP Partners team is ready to build strong, long-term partnerships.

For industry professionals seeking new career opportunities, HR representatives from PIN-UP Global will be present at the event. Interested candidates can book meetings to discuss current openings within the international holding.

With the holding growing rapidly — a remarkable 58% just over the past year — new opportunities and prospects are opening up every day, both for existing team members and for those looking to join. As a result, the holding is actively seeking strong specialists for managerial positions, as well as professionals in tech, marketing, media buying, and more. Visit our booth to become part of the PIN-UP Global team.

For convenient meeting scheduling with holding representatives, exhibition delegates can use the touchscreen booking system and conduct meetings in specially equipped meeting rooms.

PIN-UP Global welcomes all IGB L!VE London attendees – industry experts, potential partners, and talented professionals – to connect with their team during the event to discuss tech solutions, collaboration opportunities, and career prospects.

PIN-UP Global is an international iGaming holding company specialising in developing and implementing advanced technologies, B2B solutions, and innovative products for the iGaming industry.

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Compliance Updates

BETBY ACHIEVES GLI CERTIFICATION FOR PERU, EXPANDING ITS FOOTPRINT IN LATIN AMERICA’S REGULATED MARKETS

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BETBY ACHIEVES GLI CERTIFICATION FOR PERU, EXPANDING ITS FOOTPRINT IN LATIN AMERICA’S REGULATED MARKETS

 

BETBY, a top-tier sports betting supplier, has received certification from Gaming Laboratories International (GLI) to provide its sportsbook solution in Peru’s regulated market. This certification marks another significant milestone in BETBY’s continued expansion across Latin America.

With the Peruvian government formalizing its regulated sports betting framework, GLI certification has emerged as a crucial requirement for providers aiming to serve licensed operators in the country. BETBY is now authorized to deliver its innovative and tailored sportsbook solutions in Peru’s rapidly expanding regulated betting market.

GLI’s certification, recognized as a benchmark for excellence, validates BETBY’s ability to meet Peru’s strict technical requirements, including those related to sportsbook functionality, information security management systems, and information security standards. Peru’s regulatory framework is primarily based on GLI-33 certification, which BETBY successfully achieved in early 2025. As a result, the company was well-positioned to swiftly meet the country’s compliance standards.

“Peru represents a key step in our broader Latin American growth strategy, as the region continues to adopt clearer regulatory frameworks for online sports betting,” said Ilze Ramolina, Head of Legal & Compliance at BETBY. “Securing GLI certification for this market, which has a growing digital infrastructure and tech-savvy audience, allows us to support licensed operators in launching compliant and competitive offerings from day one. This is yet another step forward in our mission to deliver tailored, localized solutions that meet both local requirements and regional expectations across the region.”

This achievement follows BETBY’s previous certification for the Brazilian market, solidifying its presence in two of Latin America’s most promising jurisdictions. The supplier’s flexible and highly localised sportsbook platform, combined with its commitment to compliance, positions it as a trusted partner for operators looking to thrive in newly regulated environments.

By entering the Peruvian market, BETBY continues to demonstrate its strategic focus on Latin America, providing hyper-localized, engaging, and secure sports betting experiences for both operators and players.

To find out more about BETBY, visit: https://betby.com/

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Canada

Thunderkick’s portfolio makes Ontario debut through SkillOnNet brands

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Global entertainment brand SkillOnNet is deepening its existing partnership with Stockholm-based game studio Thunderkick to launch the developer’s unique, engaging slot titles in Ontario.

The Canadian province is one of the most exciting regulated markets in North America, and the Ontario players will now gain access to Thunderkick’s full portfolio of highly acclaimed games via SkillOnNet-powered online casino brands such as PlayOJO, SlotsMagic, and SpinGenie.

Thunderkick is known for its independent, boundary-pushing slot games like Pink Elephants, Esqueleto Explosivo, and Beat the Beast and has established a strong reputation for creativity and originality in the iGaming space. The deal allows the studio to further expand its global footprint while giving Ontario players the chance to enjoy a fresh wave of premium content.

Ontario’s regulated online gaming market, which officially opened in 2022, has quickly become a key market for the iGaming industry, and SkillOnNet was among the first brands to secure licensing in the province. The expansion reinforces SkillOnNet’s commitment to delivering top-tier entertainment in regulated markets globally.

Jani Kontturi at SkillOnNet said: “Thunderkick has been a key partner of ours in other markets, and we’re delighted to bring their outstanding content to Ontario. This region is fast becoming a vital part of our operations, and we’re confident players here will respond just as positively to Thunderkick’s games as they have elsewhere.”

Mariam Dodosh, Account Manager at Thunderkick said: “We’re thrilled to expand our relationship with SkillOnNet and enter the Ontario market together. Our games have a track record of strong performance, and we’re excited to see them go live in one of the most dynamic new regions in iGaming.”

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