European Gaming talks to Andy Rogers, the Founder and CEO of Rokker.

Can you tell us more about RokkerX and the services you offer?

RokkerX is the managed services arm of Rokker, a professional services company that has been supporting tier-one operators and suppliers since 2015. We currently have a team of 60 incredible people and are on track to grow to 150 employees by the end of 2025. Our teams are based out of hubs across the globe including the UK, Spain and Bulgaria (Sofia) with plans to open a South American office by the end of the year. We are also closing on a deal for another 1,000 square meters of office space in Sofia so that we can meet client demand. In terms of services, when RokkerX debuted in 2023 we started with trading and operations but have just added a trio of services including customer service; KYC, ALM, fraud and payments; and player retention.

Who are your services mostly aimed at?

The end client is always a B2C operator but where we currently see the most interest is specifically from those wanting more control over their operations but who are less likely to want to take these services from a whitelable supplier. We also have several channel partners that deliver our services to operators including platform providers; we are always working to grow our roster of B2B partners with new companies coming on board all the time.

Talk us through your new services and how they help operators.

For KYC, AML, fraud prevention and payments, we provide a fully integrated solution that streamlines player onboarding and payments while ensuring compliance at all times. Operators – and indeed software suppliers – can tap into our expertise in these areas to be fully confident they are being managed to the highest standards of accuracy and security.

For example, we handle KYC and AML checks seamlessly to reduce the time and effort needed to verify players while ensuring full compliance with local and international regulations. Our fraud prevention services add an extra layer of protection, safeguarding operators from risks while optimising payment processes to ensure smooth, fast and secure transactions for both deposits and withdrawals. By allowing RokkerX to take on the complexities of these services, operators can focus on their core business while mitigating operational risk and meeting regulatory standards.

For us, the push into these new areas means we have a more comprehensive suite of services for operators which provides them with the flexibility to scale and focus on strategic growth while we take care of operational and regulatory demands.

Were there any other drivers for increasing your service offering?

We have seen strong demand for these services and, to us at least, there didn’t seem to be a simple independent solution out there. Sure, operators can take these services from whitelable suppliers, but many operators now want more control over their technology by buying or leasing their core stack – some have even built their own. These operators really need an experienced partner to help launch and run this part of their operation and that’s where we come in.

Independence is important to us, too. We are not tied to one platform, and this means we can be contextual and responsive to clients. We’ve all heard stories about player data being blurred or ownership of that data being held with providers – this is not our philosophy at all. With RokkerX, clients are segregated across our systems with all player data, brand scripting, and specific performance data and retention strategies, owned by the client at all times.

What challenges are operators facing in these areas and how do you help to overcome

them?

One of the biggest challenges operators face – especially those with multiple brands in multiple markets – is managing large teams while keeping a sharp focus on strategic business objectives. With RokkerX, operators can relieve some of the operational burden such as managing large teams and instead focus on driving their companies forward. Our ability to scale our service provision to 24/7 coverage means we can provide this support regardless of the magnitude of ambition or scale of capacity required.

The quality of the experience offered is also a challenge and we help our partners maintain the highest levels of service to their customers. We do this by leveraging economies of scale and as we continue to work with more operators, our clients benefit from a more experienced and cost-effective workforce when compared to managing everything in-house. This is another area of concern for operators, with accessing and onboarding skilled talent harder than ever before, especially in areas typically prone to high churn such as customer support.

Through our innovative talent solution, we offer a pathway for talented individuals to return to clients’ businesses as educated team members, minimising churn risks internally while maximising the value of their experience as they are specifically trained in the client’s systems and processes. In addition, our Learning and Development platform supports this by transforming typical pain points into opportunities and long-term benefits which in turn makes talent retention and development an asset rather than a challenge.

What makes RokkerX different to other companies providing the same services?

We are the only company that provides such a broad scope of services while being fully independent – most of our competitors focus on one or two of the areas we cover. So that’s our real USP – offering services to the market that are very underserved by companies who don’t make you take their platform alongside it, as is the case with most whitelable providers. This one-stop-shop approach allows us to provide holistic data across our services which in turn offers an additional layer of insight that can inform and guide other areas of our clients’ operations such as product and even marketing.

How will you further scale the business over the next 12 months and beyond?

We plan to rapidly scale in line with our growth trajectory and market demand – this includes scaling our team and adding more hubs. This scaling will not only increase our capacity but allow us to stay agile and responsive to the needs of our clients and partners. We are especially excited about our plans for South America where we are establishing a dedicated team and hub. This serves two purposes – one, to ensure we continue to expand and two, to align our teams and services even more closely with the aspirations and operations of our customers. This will reinforce our ability to provide contextual, client-focused solutions, helping both our business and our partners achieve their long-term goals. In short, if they win, we win.

You’ve scaled your operations in Sofia. Can you tell us more about this and what makes it such as good base for RokkerX?

Sofia has proved to be a great location for us – this should be no surprise as it’s become a really popular destination for iGaming businesses. Why? Because the city offers a dense talent pool and is a hub for related services and businesses. For us, the location provides the perfect foundation for further expansion, especially because of its time zone alignment and proximity to many of our clients. This allows for incredible operational efficiency while staying closely connected to our customers and their needs. The high-quality multi-lingual talent in Bulgaria has also been instrumental in delivering exceptional service to our clients – service we have built our reputation on.

What are your plans for South America?

Latin America is one of the most exciting markets right now, especially with Brazil coming online next year. For us, we see Brazil and the entire region as a significant opportunity and are actively targeting the region with our services – there is strong demand for our managed services and experience, especially as more markets embrace regulation. We are already in advanced talks with operators and partners, and the next run of industry events will be pivotal in further strengthening our presence in this exciting, rapidly evolving market.

Congratulations on your appointment as Senior Sales Manager at PandaScore. How have you settled in?

Thank you. I’ve settled in really well, helped of course by the entire PandaScore team being incredibly welcoming and supportive. This has allowed me to hit the ground running and to enjoy getting to know the team and the business. I’ve spent my initial days understanding the intricacies of our products and the specific needs of our customers. This has been crucial in helping me align my goals with the company’s vision. I’ve also taken time to get a feel for the dynamics of the business and my immediate team to ensure that I integrate myself smoothly into day-to-day operations. It’s been a busy few weeks, but great fun at the same time.

Where will you be focusing your attention and efforts initially?

Now that I’ve got my feet under the table, my focus will be on strengthening the relationship we have with our current sportsbook operator partners and also identifying new business opportunities. I plan to expand our market share by showcasing the unique value that we bring to the esports betting space through our Odds feed as well as cutting-edge products such as our BetBuilder and PlayerProps. I’ll also be working closely with teams across the business to ensure our solutions and services align with the needs of our customers and they not only meet expectations but exceed them.

Can you talk through your previous experience and how you will use it to help drive growth at PandaScore?

My background is in sales and business development, especially driving growth through strategic partnerships. This will be instrumental in my role at PandaScore where I’ll leverage my experience in identifying new market trends and customer needs to develop and deploy targeted sales strategies that will help us expand our presence across international markets and ultimately drive growth. That I have experience in both the video games and gambling industries is an added bonus, too.

You mention you have experience in both video gaming and gambling – what are the main similarities between these industries?

Both industries are about engagement and entertainment. In video games, the focus is on creating immersive experiences that captivate players while with betting, it’s all about providing thrilling and potentially rewarding experiences. Of course, esports betting sees these two worlds collide. They are a good fit, too. Both rely heavily on innovation and a compelling UX. They also have a shared community aspect and the need to build a loyal user base to ensure long-term success. The overlap between the two provides plenty of opportunities, especially when it comes to esports which bridges the gap between competitive gaming and betting.

Some operators have been slow to embrace the esports betting opportunity. Why is this and what are you doing to ensure more sportsbooks tap into the rising demand for esports betting?

There are a few reasons for this. Some operators are hesitant due to a lack of understanding of the esports audience and how to engage them – esports fans are quite different to traditional sports bettors in their preferences and expectations. There’s also the challenge of navigating the fast-paced and ever-evolving world of esports. This is why we have focused on educating our partners about what makes esports different and then providing them with the tools they need to engage players and deliver the esports betting experiences they are seeking. To do this, we take a data-driven approach alongside offering a suite of innovative solutions that simplify the process for operators to get in on the esports betting action.

What makes for a compelling esports betting experience? Does it differ from standard sports betting and if so, how?

It comes down to offering fast-paced, engaging and tailored betting opportunities across many esports disciplines. The user experience and bet types offered need to reflect the dynamic nature of esports, including things like player props, bet builders and micro-betting. Esports fans also expect enhanced on-site content to add more value to their overall experience with the esportsbook, which is why our pre-match and live stats widgets is proving really popular with operators and their players.

What opportunities are operators missing if they don’t get in on the esports action?

Those who fail to tap into the esports market are missing out on the chance to engage a rapidly growing and highly motivated audience. Esports allows operators to reach a younger demographic not currently interested in traditional sports betting. In addition, the global reach of esports allows operators to expand into new markets through a growing vertical that shows no signs of slowing down. By not embracing esports, operators are failing to diversify their offering and missing the chance to engage the players of tomorrow, today.

Any final thoughts?

Esports is not just a trend. It represents a significant shift in the entertainment and betting landscape and those who recognise this and embrace it will be the ones who see substantial growth in the years ahead. At PandaScore, we are committed to being at the forefront of this revolution and we are excited to partner with forward-thinking operators who are ready to seize the opportunity at hand.

The European Gaming Congress (EGC) returns to Warsaw for 2024 on 15-16 October, and organizer HIPTHER is proud to introduce the conference’s esteemed Sponsors – trailblazing companies and accomplished professionals that help make the magic happen! In this Sponsors Spotlight Interview, we welcome Maciej Makuszewski, iGaming Director at Promatic Group, parent company of the Platinum Sponsor for EGC 2024, Promatic Games.

For many people outside the gaming industry, putting social responsibility and online slot games in the same sentence might seem counterintuitive. What’s your perspective on this? How can a slot development company demonstrate responsibility?

You’ve hit on a very interesting point right from the beginning. From an outsider’s view, social responsibility and online gambling might seem like polar opposites—like water and fire. But within the industry, we understand that to succeed, all parties, and especially operators and game studios, need to cater to a broad audience. This includes not only players seeking excitement and adrenaline but also casual players who just want a bit of entertainment. We simply need to think about the mass market when designing the gaming experience.

From there, it becomes essential to safeguard ALL players by promoting responsible behaviors and minimizing risks. After all, even with a naturally risky activity like gambling, people still want a sense of security in their experience. This is where social responsibility becomes key. While the public often associates our industry with problem gambling or even addiction, this is a simplistic view. A problem gambler is not a good player—not for them, and certainly not for us. We aim to create a safe and enjoyable environment for all players, which ultimately benefits everyone involved.

So speaking of iGaming in general, what are the key areas when it comes to promoting responsible behavior and minimizing risks for players, as you rightly put it?

I would consider Responsible Gaming as an umbrella term that encompasses a range of measures. I usually break these down into several key categories:

1. Identifying and protecting vulnerable players
2. Game mechanics
3. Transparency and communication
4. Youth exposure
5. Game design and incentives
6. Financial limits and self-exclusion mechanisms
7. Utilization of player data

Of course, this list can evolve depending on specific market needs, but these are the core elements. I haven’t included aspects like fairness or certification, as these are typically viewed as basic prerequisites in most regulated markets—they aren’t specific to Responsible Gaming but rather fundamental requirements for offering games to customers. Additionally, technical standards can also play a supporting role in fostering a responsible gaming environment.

Given that your role as a game studio is to provide the games themselves, how can you contribute to making the experience as responsible as possible? You’re not in full control over all of the seven areas you mentioned earlier.

You’re right—our role is narrower compared to operators, but we still have a significant impact in key areas. We can influence game mechanics, transparency and communication, youth exposure (to some extent), and game design and incentives. While we don’t manage player data, we can still support the identification of problem gambling behaviors.

Take game mechanics, for example. As a studio, we invest a lot of time in balancing the speed of gameplay with clear, accurate visualizations of the spin results. One of our key principles is ensuring that all our designs and developments are configurable to meet Responsible Gaming requirements. For instance, our games were recently certified in the Czech Republic, where the regulator mandates that each spin lasts at least two seconds. This is a Responsible Gaming measure, and our configurable software allowed us to implement this requirement quickly.

Another area that’s been a focus of many regulators is the Bonus Buy feature. We were hesitant to introduce it because some of the behaviors associated with this feature may heighten the risk of problem gambling. After months of careful consideration, we decided to launch it only with the ability to monitor every player action related to this functionality. We are committed to tracking this feature closely to ensure it aligns with responsible gaming standards.

You’re also going to touch on game design and incentives at the European Gaming Congress (EGC), correct?

Yes, that’s right! We’re excited to share the story behind one of our most innovative games, Ale Fajny BOBER. The game’s theme is inspired by a popular viral video, and it was a fascinating challenge for our team to translate the essence of a two-minute YouTube clip into an engaging slot experience. We had many discussions on how to best capture and visualize that story within a slot game format. But I’ll save the finer details for the conference—we’ll be talking about it on Day 1 during our presentation! Feel free to join and ask questions!

You mentioned the game Ale Fajny BOBER. Could our readers be familiar with other titles that have come out of your studio?

Ale Fajny Bober is indeed a new game, which had its premiere in Poland on September 26. Promatic Games has a portfolio of hundreds of exciting slot games that have been both successful and widely appreciated by players. Some of these include: Mummy’s Treasure Deluxe, Janosik 30 and Miss Joker Show  – the latter has even been shortlisted for the Best iGaming Product category at the EiGE2024 awards, with the final taking place at the upcoming conference. I warmly invite to join us at the event and cast your vote for our title. See you there!

Promatic Group’s iGaming Director, Maciej Makuszewski, and Product Design Manager, Luka Oblak, will be presenting a workshop at the European Gaming Congress on ‘Mastering the Art of Balanced Slot Development.

Join us in Warsaw and meet the Promatic Games Team in person:

Get your tickets for the European Gaming Congress 2024 Now!