SOFTSWISS wins SiGMA Africa Award for Responsible Gaming

iGaming solutions supplier SOFTSWISS has secured a win in the Responsible Gaming category at the SiGMA Africa Awards.

SOFTSWISS noted in a statement that its ethical philosophy for responsible gambling practices revolves around the “player comes first” principle. This commitment is conveyed through the dedicated departments on two levels, serving the needs of both operators and players, the company said.

The company’s SOFTSWISS Managed Services department offers a comprehensive range of solutions tailored to act as a bridge between operators and players. It offers a host of services such as First Line Support, Anti-Fraud Support, VIP Player Support, Player Retention and Reactivation, and Content Management.

As per the company, during ambiguous situations, dedicated specialists spot technical errors, provide fraud protection for clients, engage with players directly, and find effective resolutions to each unique issue. In 2023, the Anti-Fraud team helped operators save more than €13 million ($14.22 million), according to SOFTSWISS estimates. The team handled over 100 thousand different cases and 200 player complaints.

In communication, SOFTSWISS employs a segmented approach, delivering customized content to different player groups and maintaining a personalized send schedule. This strategy minimizes unsubscribe rates (around 0.1%) and ensures ethical and friendly communication, according to the provider.

“To make anti-fraud and suspicious activity prevention even more efficient, we are developing a proprietary Risk Scoring Tool, which is set to revolutionize gaming issues identification. The solution does not just analyze but uses machine learning algorithms to intervene proactively, identifying potential problems in real time for a safer gaming environment,” Artyom Rudakov, Head of SOFTSWISS Managed Services, said.

The company said over 90% of its Anti-Fraud team holds certificates on responsible gaming from different institutions such as GameCare, Gaming Operations Academy, Sustainable Interaction, and iGaming Academy.