What does Uberman Agency do?

Uberman Agency solves four specific revenue-leaking problems for iGaming operators: brand positioning that doesn't convert, retention systems that don't retain, market entries that burn cash, and lack of competitive intelligence. We work like operators, not consultants, because we've built casino brands from zero ourselves.

How long does it take to see results?

Results depend on what we're fixing. Brand positioning takes two to four weeks. Retention system overhaul takes four to eight weeks. Market entry strategy takes two to three months. Competitive intelligence setup takes two to three weeks. We deliver fast because we've done this dozens of times before.

Can you help with grey market launches?

Grey markets are where we thrive. We've navigated launches across the world where regulations are flexible. We understand payment processor limitations, how to structure brands for grey-zone credibility, which local partners you actually need, and how to build retention systems when traditional advertising is restricted.

Can you help affiliates transition to operators?

Absolutely. We've helped several affiliates make the jump successfully. One client went from directing traffic to others to generating two hundred eighty percent more revenue with their own brand within four months. We handle brand development, platform selection, payment integration, retention architecture, and regulatory navigation while you focus on driving traffic.

Which markets do you cover?

We operate globally from four hubs in Cyprus, Spain, Argentina, and Ukraine. Our strongest expertise includes Europe covering UK, Malta, Nordic countries, Germany, and Eastern Europe. Latin America covering Brazil, Mexico, Argentina, and Colombia. Asia covering Philippines, Thailand, Vietnam, and India. Plus North America with state-by-state analysis. We've done thirty plus geo-specific launches.

How do you improve player retention?

We build psychological retention systems that treat VIPs, casual players, and dormant users completely differently. Our approach includes player segmentation based on behavior, emotional triggers specific to gambling psychology, multi-channel orchestration, brand voice matching player expectations, and gamification mechanics. We've increased retention profit by fifteen to twenty-five percent for multiple operators.

VIP Call Center Sportsbook: How Personalized Phone Support Drove $1.8M GGR Uplift in Brazil

VIP Retention Case Study

VIP Call Center Sportsbook

How proactive, personalized phone support for high-rollers drove a $1.8M GGR uplift in the competitive Brazil market

$1.8M GGR Uplift Brazil High-Rollers Proactive Support

The Challenge

• Client had a strong sportsbook presence in Brazil but struggled with high-roller retention.
• VIP players were churning silently—no complaints, just disappearing.
• Digital-only support (chat/email) felt impersonal and reactive for this segment.
• Needed a way to proactively build loyalty and prevent revenue leakage.

Our Solution

We launched a dedicated VIP Call Center with a team of native-speaking, sports-obsessed agents trained to provide hyper-personalized, proactive phone support to the top 5% of players.

→ Learn about our Player Retention services

The “White-Glove” Phone Experience

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Hyper-Personalization

Agents knew player’s name, favorite teams, betting history, and even their last big win before dialing.

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Proactive Outreach

Calls weren’t just for issues: post-win congratulations, pre-major-event betting tips, and check-ins after big losses.

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Native, Sports-Led Agents

No scripts. Real sports fans who could discuss a Palmeiras match with genuine passion and insight.

The $1.8M Impact

$1.8M

GGR Uplift

35%

Increase in VIP Retention

92%

Player Satisfaction (CSAT)

Higher LTV vs. Standard VIP

Why Phone Support Won in Brazil

In a market like Brazil, where personal relationships and trust are paramount, a simple phone call proved far more powerful than any automated email or chatbot. Our strategy was built on three pillars:

1. The “Surprise & Delight” Cadence

Calls weren’t transactional. We called to congratulate a player on a big Serie A win, or to offer a personalized freebet on their favorite team’s derby. This built emotional loyalty.

2. Sports-Led, Not Sales-Led

Agents were hired for their sports knowledge first, sales skills second. A 10-minute conversation about football created more trust than any promotional offer.

3. Seamless Tech Integration

The call center CRM was integrated with the client’s platform, giving agents real-time data on player activity, allowing for truly contextual conversations.

“They didn’t call me to sell something. They called because they knew I was a fan. That’s the difference.”

The VIP Call Center wasn’t just a support channel; it became a primary retention and revenue driver, transforming high-rollers from passive users into loyal brand advocates.

Want to Turn Your VIPs into Loyal Advocates?

Our retention team builds bespoke strategies for high-value players — from call centers to personalized product features.

Start Your Project Player Retention Services

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