Esportes Gaming Brasil Celebrates Triple Nomination at Brazilian Industry Awards

The Esportes Gaming Brasil (EGB) Group has achieved a remarkable success. All three of its brands, namely Esportes da Sorte, Onabet, and Lottu, have been nominated for the prestigious Reclame Aqui Awards 2026. This award is considered one of the most important in Brazil for corporate reputation and customer relations. It marks the first time that all three brands of the group have received a nomination simultaneously. This underscores EGB's consistent efforts to continuously improve customer service and user experience. Maria Neves, Director of Customer Experience, Customer Support, and Reputation Channels at Esportes Gaming Brasil, views this recognition as validation of their work. She emphasizes the strategy of always putting the customer at the center.

Esportes da Sorte is competing in the category of "Ultra Sports Betting Operators (Mega Operations)." Onabet and Lottu are competing in the category of "Sports Betting Operators (Mega Operations)." Public voting for the 2026 awards will take place from September 2 to November 5.

Numbers and facts

The nomination of all three brands for the Reclame Aqui Awards 2026 is a first for the Esportes Gaming Brasil Group. This reflects the company's ongoing investments in technology and customer service. The group has managed to drastically reduce the average response time for human customer support. It decreased from an initial 30 minutes to just two minutes. This significant improvement demonstrates EGB's commitment to fast problem resolution and high service quality.

In previous years, Esportes da Sorte and Onabet had already been nominated for this award. The current triple nomination solidifies EGB's position as a key player in the Brazilian gambling market. Beyond mere success, this also serves to build and maintain customer trust.

“Receiving nominations for all three Group brands at the Reclame Aqui Awards for the first time is incredibly meaningful recognition of the work we carry out every day. More than simply an achievement, it reflects our consistent strategy of putting the customer at the centre of every decision by investing in technology, operational efficiency and personalised customer service to build long-term relationships based on trust.” - Maria Neves, Director of Customer Experience, Customer Support and Reputation Channels at Esportes Gaming Brasil

Background

The Reclame Aqui Awards are considered one of Brazil's most prestigious accolades for corporate reputation and customer service. Winners are determined by direct consumer voting. This lends particular credibility and relevance to the award. For companies like Esportes Gaming Brasil, such a nomination sends a strong signal to the market and customers. It confirms that their efforts in customer satisfaction are bearing fruit.

EGB's continuous investments in recent years have included the modernization of customer service channels, continuous monitoring of customer satisfaction, and advanced training for support teams. This strategic alignment aims not only to solve problems but to create a holistic positive user experience. Maria Neves' quote underscores the central role the customer plays in Esportes Gaming Brasil's corporate philosophy. Apparently, all strategic decisions are aligned with customer needs and feedback.

Why it matters for German players

Esportes Gaming Brasil's success in Brazil may seem distant at first glance. However, it shows what values serious players uphold. German players should take a closer look at these examples, as the German market is regulated differently. Here, strict rules apply, set out in the German Interstate Treaty on Gambling 2021 (GlüStV 2021). This aims to ensure player protection and prevent the development of gambling addiction.

Casinos that want to operate legally in Germany must hold a license from the Joint Gambling Authority of the Federal States (GGL). A list of these licensed providers can be found on the so-called GGL whitelist. Operators outside this list are illegal in Germany. The GlüStV 2021 also brings concrete restrictions. These include a wager limit of 1 euro per spin on online slot machines and a deposit limit of 1,000 euros per month. These measures are intended to minimize the risk of high losses. A central system like LUGAS (National Gambling Supervision System) monitors compliance with these limits and player wagers across all licensed providers.

For German players, this means they should only stick to GGL-licensed online casinos. Only there can they be sure that their data is protected and that the game rules are fair. A casino that excels in customer service in Brazil must still comply with German rules and hold a German license to operate legally in Germany.

What it means for GGL-licensed casinos

The success story of Esportes Gaming Brasil in the customer service domain could also inspire German GGL-licensed casinos. Faster response times and higher customer satisfaction are factors that are also playing an increasingly significant role in Germany. Although the GGL does not directly award prizes for customer service, excellent support is crucial for building and maintaining trust in the regulated market.

GGL-licensed casinos must adhere to the strict requirements of the GlüStV 2021, which does not always make the development of their own service offerings easy. Nevertheless, they can learn from the experiences of other markets. Investments in technology and training for greater efficiency in support, as undertaken by EGB, are also sensible here. Ultimately, everyone benefits: players receive better service, and casinos strengthen their reputation in an increasingly competitive environment. A strong focus on the customer is indispensable in the regulated market.