Customer Service Success: Esportes Gaming Brasil Wins Gold and Silver

Esportes Gaming Brasil (EGB), a provider in the Brazilian gambling market, has received both gold and silver awards at the prestigious ClienteSA Awards 2026. This recognition highlights the company's commitment to outstanding customer service and responsible gaming. The awards ceremony took place during the ClienteSA X-Summit 2026, one of Latin America's most important customer experience events.

The awards acknowledge EGB's strategic approach, which places the customer at its core. Initiatives in player protection and service optimization, from the startup phase to the company's maturity, were particularly highlighted. Such successes are of great importance in a dynamic market like Brazil, which is currently undergoing significant regulation.

Numbers and facts

Esportes Gaming Brasil secured Gold in the “Customer Success” category for its case study titled “Customer Success through Responsible Gaming and Intelligent Monitoring.” It also earned Silver in the “Customer Service Operations” category for “From Startup to Maturity,” a project outlining the evolution of its service structure. A further significant award went to Maria Neves, Director of Customer Experience, Customer Support and Reputation Channels at EGB. She was named “Personality of the Year.” This honor is bestowed upon executives who have made significant contributions to the development of customer experience management practices in Brazil.

Neves commented on the awards:

“This recognition validates the work of many people, built through listening, team development and a commitment to delivering the best possible customer experience. In a constantly evolving market, putting the customer at the center of every decision is fundamental to the way we operate.” - Maria Neves, Director of Customer Experience, Customer Support and Reputation Channels at EGB

Another focus at the event was the role of responsible gaming. Maria Neves moderated a panel discussion titled “Responsible Gaming as Part of the Customer Experience Journey.” Participants included Carol Luna, EGB’s Head of Compliance, and Ricardo Magri, co-founder of the Brazilian Support Company for Compulsive Gambling (EBAC). EBAC is a partner organization of Esportes Gaming Brasil. Panelists discussed how service, compliance, and responsible gaming frameworks can contribute to a safer user journey.

Background

The Brazilian gambling market is undergoing profound changes. Comprehensive regulation is progressing, comparable to Germany's State Treaty on Gaming 2021 (GlüStV 2021). Operators are under increased pressure to meet strict player protection requirements. These include not only technical limits, but also staff training and cooperation with external assistance organizations. Esportes Gaming Brasil has trained special teams for this purpose, who are to identify signs of customer vulnerability. In addition, the company offers self-exclusion tools, betting and deposit limits. If necessary, players are referred to specialized partner organizations. These proactive measures show how seriously the company takes its responsibility towards players.

The ClienteSA X-Summit 2026 brought together executives and industry experts. They discussed service innovation, customer relationship strategies, and operational transformation. Such platforms are crucial for the industry's advancement. They enable the exchange of best practices and foster competition for the best customer experience. The awards for EGB are a clear signal. They show that companies investing in customer centricity and player protection can succeed.

Why it matters for German players

For German players, developments in Brazil are relevant. They mirror a global effort to make the gambling market safer. The German State Treaty on Gaming 2021 also introduced strict rules. These include the GGL whitelist for licensed providers, the 1 euro bet limit per spin on slot machines, and the 1,000 euro monthly deposit limit per player. Furthermore, the cross-border blocking system LUGAS plays a central role. It prevents players from being active with multiple providers simultaneously or from self-excluding across different platforms. Bonus offers are also strictly regulated in Germany. These measures all serve player protection. Esportes Gaming Brasil's efforts show how important it is to invest in customer success and responsible gaming. This is also the standard for reputable online casinos in Germany. Players should always ensure they play only with providers holding a German GGL license. Only these meet the high requirements for security and player protection. Other licenses, such as from Malta (MGA) or Curacao, offer significantly less protection.

What it means for GGL-licensed casinos

For online casinos licensed in Germany, Esportes Gaming Brasil's success is a confirmation. It demonstrates that investments in customer service and responsible gaming pay off. The GGL (Joint Gambling Authority of the Federal States) places great importance on these aspects. Providers must prove that they have comprehensive concepts for player protection. This includes trained personnel, technical monitoring systems, and cooperation with addiction counseling services. EGB's projects, such as the case study on “Responsible Gaming and Intelligent Monitoring,” could serve as a model. They show how customer success and regulatory requirements can be combined. German providers who actively invest in such areas not only strengthen their reputation. They also comply with regulatory requirements and contribute to a sustainable gambling market.