Responsible Gaming is a strategic priority and an area of continuous development. We are enhancing behavioural analytics to detect early signs of risk and trigger proactive interventions. We have made limit- setting and self-exclusion workflows clearer and more accessible, reducing friction for users who need them.


We also expanded customer-support training so that teams handle sensitive cases with accuracy and care. Effectiveness is measured through adoption of moderation tools, reduction in harmful behavioural recurrence, and overall engagement patterns that indicate healthier usage. Our goal is to act before issues escalate, not only after they occur.


On the customer-service side: as you scale in Brazil, how are you structuring your support organisation and processes (e.g., multilingual, 24/7, omnichannel) and what role does automation or AI play in that improvement?


Scaling in Brazil required a complete redesign of our support organisation. We now operate an omnichannel model, ensuring users can move across touchpoints without losing context. We expanded availability for continuous support and strengthened multilingual capabilities where each brand requires it.


Automation plays a key role in triaging simpler requests, while AI tools assist agents with contextual insights and suggested responses. Tis increases accuracy, reduces handling time and allows human teams to focus on cases that genuinely require specialised attention.


How closely do the RG and customer-support teams work together at Esportes Gaming Brasil? Can you provide an example of how the link between support-service enhancements and RG safeguards has yielded a measurable benefit (for players or the business)?


Te integration between our regulatory and support teams is now mature and fully data-driven. Both areas coordinate closely, sharing criteria, alerts and standardised protocols. When the system detects risk signals, support staff receive precise guidance on how to communicate and which protection tools to recommend.


Tis alignment has already generated measurable outcomes, including shorter resolution times in critical cases and a reduction in repeated risky behaviours. Te result is greater user protection and higher operational efficiency.


Your group recently launched the LOTTU brand in Brazil, built on a new platform from scratch with speed, personalisation and a strong RG/tech backbone. Looking back, how would you assess its success to date in terms of user-acquisition, retention, brand positioning and regulatory compliance?


LOTTU was built natively within the regulated environment, which made its technical planning more efficient and accelerated its launch. Te product quickly found its audience, especially among users who value straightforward journeys and clean, modern interfaces. Early acquisition and engagement indicators are strong, and the brand has secured a clear position in our portfolio: fast, lightweight and highly


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