400+
team members
Player retention & support
in
iGaming
Boosting profit and loyalty
through innovation
About Primax
Primax is a holding group combining marketing and traffic generation, anti-fraud solutions, customer support and deep expertise in product metrics.
Service Portfolio
-
Marketing & Traffic Generation
-
Anti-fraud Solutions
-
Product metrics expertise
-
Customer Support
Client Focus
Our primary focus is maximizing client ROI through innovative retention strategies and comprehensive analytics.
6
years of extensive experience
50+
projects*
over
1 million
users re-activated
up to 50%
ROI boost
over 30%
increase of deposit count
*on various platforms – Softwiss, Easyrocket, Soft2bet, Truelabel, Wintech, etc.
Services & Expertise
Retention
as a Service
Highlight multi-channel retention strategies (email, app and web pushes, SMS, WhatsApp, AI calls) and micro-segmentation by game type and geography.
CRM for Retention
Helps collect data, simplifies data analysis, and determines retention funnel ROI.
Customer support
Top-tier player support that not only resolves issues promptly but also creates lasting positive impressions.
Traffic & Marketing
Summarize your ability to attract and segment high-quality traffic via SEO, PPC and affiliate channels.
Fraud Protection
Summarize your ability to attract and segment high-quality traffic via SEO, PPC and affiliate channels.
Analytics & Optimization
Emphasize data-driven decision-making, cohort analysis and continuous A/B testing.
Why retention matters in iGaming
Retention matters a lot in gambling because it directly drives profitability and long-term success.
Here are the main reasons:
High Acquisition Costs
Gambling companies spend heavily on marketing, bonuses, and promotions to attract new players. If players leave quickly, that investment is wasted. Retention maximizes the return on those acquisition costs.
Higher Lifetime Value (LTV)
Retained players keep depositing and playing over time, which increases their overall contribution to revenue compared to one-time or short-term players.
Sustainable Growth
Constantly replacing churned players with new ones is expensive and unstable. Retention ensures a steady, loyal customer base.
Cross-sell & Upsell Opportunities
Loyal players are more likely to try new games, engage with live events, or respond to targeted offers, which boosts revenue further.
Competitive Advantage
The gambling market is highly competitive. Strong retention strategies (personalized offers, loyalty programs, VIP care, etc.) help companies stand out and keep players from switching to competitors.
Brand Trust & Reputation
When players stick around, it usually means they’re satisfied with the product, fairness, and experience. That builds trust and positive word of mouth.
Retention Strategy
Multi-channel journeys
-
In-app Messaging
and Web Pushes - Push Notifications
- SMS
- WhatsApp and Telegram
- AI Calls
25-40% higher retention when players are reached via 3+ channels instead of just one.
AI Calls boost reactivation rate by up to 10-15% compared to SMS alone.
Micro-segmentation
Targeted approaches based on game type preferences and player behavior patterns.
Segmented campaigns deliver up to 3x higher conversion compared to generic blasts.
65% of deposits often come from players reached with personalized segmentation by game type.
Personalization
Customized experiences and offers based on player history and preferences.
Personalized offers increase deposit frequency by around 20-30%
Players receiving personalized bonuses have up to 40% longer lifetime value (LTV).
Geo-targeting
Location-specific campaigns and promotions to maximize relevance.
Campaigns localized by country achieve by up to 60% higher engagement vs generic.
Pricing Packages
Customized solutions to support your brand and maximize retention.
Basic
Starting from €6,000 / month
+ 0.85% from GGR
VIP Care 3.5% from NGR VIP
- Ongoing monthly engagement based on broad customer segments.
- Multichannel automation with audience segmentation between Casino and Sports.
- Initial Retention Audit: Assessment of key channels.
- Basic Journey Design: Standardized onboarding and re-engagement campaigns (email & push).
- Fundamental Segmentation: Player grouping by basic demographics and activity levels.
Turnkey
Starting from €8,000 / month
+ 1.45% from GGR
VIP Care 3.5% from NGR VIP
- Comprehensive Segmentation: Casino segmented into Slots, Live, Crash; Sports into Esports & Traditional Sports.
- Advanced Journey Design: Custom multi-channel campaigns with A/B testing.
- Behavioral Micro-segmentation: Grouping by game type preferences and churn risk.
- Bi-weekly Analytics & Optimization: Regular performance reviews.
- Basic Anti-Fraud Integration: Monitoring tools for suspicious activity.
Enterprise
Starting from €11,500 / month
+ 1.9% from GGR
VIP Care 3.5% from NGR VIP
- Multichannel automation with GEO-specific communication flows.
- Bespoke Dynamic Journeys: AI-driven personalized campaigns.
- Hyper-Segmentation: Predictive modeling and real-time offers.
- Dedicated Analytics Team: Real-time dashboards and insights.
- Advanced Anti-Fraud Suite: Comprehensive escalation support.
- Dedicated Account Management: Strategic consultation and support.
The primary difference is the depth of segmentation . It introduces GEO-specific flows and deeper behavioral targeting.
Support that solves smarter
We measure success not by the number of closed cases, but by the % of the active player base.
Our team analyzes requests by:
Player Type
Detailed Request Category
Time-to-resolution History
Device, GEO, and
traffic source
We use this data to fix root causes, not just symptoms –
reducing support dependency and protecting user loyalty.
The result?
Less time chatting. More time playing.
Strategic Advantage
Fully managed,
no operational
overhead
NO
Setup Fee
Market-dedicated
Specialists
Easy
Integration
High-level
Data Protection
Fast Setup
(under 3 weeks)
Real-time
Reporting
Transparent Workflows
& Communication
Support Team
Our 24/7 multilingual support resolves issues instantly - often before they lead to churn.
First time response up to
10 sec
Average time response up to
50 sec
Satisfaction rate over
74%
Complaints resolved
100%
Queue
NO
24/7
availability
LiveChat, tickets, messengers
Customer Support Pricing
Tier 1
24/7 Live Chat, Ticket and Messenger Support
+ Reviews and Complaints management (TrustPilot, AskGamblers, CasinoGuru)
up to 1000 requests
3000€
1000-1999 requests
4500€
2000-2999 requests
5750€
3000-5000 requests
7000€
unlimited requests
9500€
Tier 2
24/7 Live Chat, Ticket and Messenger Support
+ Reviews and Complaints management (TrustPilot, AskGamblers, CasinoGuru)
up to 1000 requests
2500€
1000-1999 requests
3500€
2000-2999 requests
4750€
3000-5000 requests
6000€
unlimited requests
9000€
Tier 3
24/7 Live Chat, Ticket and Messenger Support
+ Reviews and Complaints management (TrustPilot, AskGamblers, CasinoGuru)
up to 1000 requests
1750€
1000-1999 requests
2500€
2000-2999 requests
3250€
3000-5000 requests
4500€
unlimited requests
9500€
*an additional 0.85% fee from GGR applies under all circumstances, regardless of the number of requests.
ChatBot
Help Center (3 localizations)
each translation
one-time
750€
creation
one-time
1500€
Ready to Boost
Your Player Retention
or Improve Your Customer Support?
Book a consultation online - we are ready to answer all your questions
F.A.Q.
How long does it take to set up our retention service?
Setup usually takes 10-14 days, and up to 30 days for complex GEOs
Are integrations required?
Yes, we integrate with your product using CRM Customer IO
What kind of reports will I get?
We collect many indicators as part of a monthly report. One of the main indicators is the retention rate, but we collect it, firstly, by country if the project has several GEOs and we work with them, and also by different traffic sources. If the product includes sports, this is the dynamics of changes in the volume of bets, the daily amount and the number of deposits
What do you need to get started with us?
Understand the current situation with the product by filling out our checklist
Understand all the platform's capabilities—what bonus mechanics we can use, what gamification options there are