Is it time to ditch and switch provider? Five things you should demand
It is the ultimate pain point that can prove terminal for ambitious operators – an igaming software provider that is not up to the job.
Too often, operators feel “locked in” as they seek to scale their business, add new games or enter new markets. Their aspirations are clipped by igaming software providers’ inflexible products that are unable to meet their needs.
It is essential, therefore, that operators pick a running mate that can propel them forward, not hold them back. Unfortunately, a bad selection usually only becomes apparent when it seems too late, and growth is already being impacted.
Five key features
Ideally, a good decision will be made at the outset but switching from one supplier to another need not be an insurmountable challenge. Whether at the pre-launch stage or looking to make a change, operators should approach any deliberations with a checklist of essentials in mind.
Having assisted many brands from launch to success at leading igaming software development provider NuxGame, chief operating officer Denis Kosinsky believes these are the five key features that should be demanded of any prospective vendor:
- Modular infrastructure
- Business intelligence built in
- Player progression that drives loyalty
- Payment freedom with no complications
- True support, not auto-replies
Kosinsky warned: “Everything looks great in a demo. But when it’s time to change bonus logic for a local promo or integrate a new payment method, many operators hit a brick wall.
“If I could change one thing in the igaming industry it would be the tendency to overpromise. Operators need reliability, transparency, and platforms that can grow with them, not just vague claims. Many providers make broad statements that don’t align with their actual delivery.”
Flexible expansion
Expanding on the requirement for ’modular infrastructure’, Kosinsky cited one NuxGame partner that started with slots and loyalty tools but was later able to expand to crypto betting without altering their basic systems. He explained: “Modularity allows for flexible expansion. Operators shouldn’t have to rebuild everything from scratch when changing strategy.”
‘Business intelligence built in’ is essential because operators rely on tracking data to measure the success of campaigns or monitor VIP drop-offs. According to Kosinsky, operators should look out for vendors who offer built-in dashboards, such as those provided by NuxGame, which allow for comparing bonus ROI across countries and time zones. These help to understand campaign effectiveness and VIP churn.
Kosinsky said that when considering ‘player progression that drives loyalty’, operators should pick platforms that enable building ecosystems, as opposed to those who offer only basic promotions. Kosinsky highlighted a NuxGame partner in the MENA region that saw a 51% increase in first-time depositors after integrating achievements with a refer-a-friend programme. Further, tier-based incentives led to a 22% lift in 30-day retention.
Looking to payments and support, Kosinsky added: “Players want to use familiar and trusted payment methods, whether it’s Solana or Skrill. NuxGame allows operators to align with regional trends without additional coding. An operator shouldn’t lose users just because they didn’t support M-Pesa.
“In terms of support, operators need to feel heard. NuxGame offers onboarding workshops, launch-day support, and regular success calls. We don’t disappear after deployment – we stay in the trenches.”
Making the switch
Of course, identifying a supplier’s deficiencies and doing something about it are very different matters. The prospect of switching vendor is appealing, but businesses will have concerns about complexity, impact on service, data migration, time constraints and costs.
They will also fret about making a decision that leaves them worse off.
“Operators don’t need one platform that does everything the same. They need one that does everything right.”
The switch need not be so daunting, as the best igaming software providers have the experience to simplify the process. Kosinsky gave the example of a sportsbook operator that moved over to NuxGame in Q4, which is traditionally the worst time of the year to switch. Not only did they not miss any major events, but player time-on-site increased by 15% by January.
Industry-leading providers such as NuxGame treat a switch like a product launch, considering the operator’s business goals beyond just data migration. The process will include UX improvements, faster onboarding and gamification implementation. . With its culture built around operation honesty, NuxGame is one supplier that is committed to showing clients a live platform before signing.
“We scope the entire project with the operator’s business goals in mind,” Kosinsky added.
Building a relationship
Once the switch has been made, an operator should now benefit from their new supplier’s expertise and pre-eminent products and services. Top-tier igaming software providers such as NuxGame do not just build platforms but help to solve real business problems for operators. These leaders will strive to listen, adapt, and create technologies that meet the everyday needs of operators, rather than rely upon vendor assumptions.
NuxGame stands out due to its operator-centric focus, offering products like the pioneering Telegram Casino, a sweepstakes platform, and loyalty and gamification tools powered by real-time analytics. Partnerships with Fast Track and ProntoPaga demonstrate the company’s commitment to addressing operator pain points across various markets.
NuxGame’s flexible, modular framework also means it can offer a premier service across verticals. Sports betting platforms require dynamic odds and fast settlements, casino needs game aggregation and loyalty tools, while crypto platforms focus on wallet compatibility and fast transaction speeds.
“Importantly, NuxGame aims to be a true partner for operators, not just a supplier,” Kosinsky added.
“Operators don’t need one platform that does everything the same. They need one that does everything right. For example, a brand we work with that started as a crypto sportsbook added crash games, PvP battles, and instant-win titles while retaining their original wallet and player data.”
NuxGame’s premier service and focus on delivering the best to customers is paying dividends. Tellingly, nearly 35% of NuxGame’s new clients in 2024 came via referrals, often from operators burned by broken promises before.
Enhancing the service
Despite its success, NuxGame’s goal for the rest of 2025 is to further enhance its service to assist existing, new and potential clients. The vendor recently partnered with live casino specialist Winfinity in a bid to make it easier than ever for its partners to access premium live content. This collaboration will allow casinos to diversify their live game offerings with a more premium segment.
Moving into the middle of 2025, NuxGame is at the forefront of trends that are changing how consumers play. One notable focus is the shift towards personalised and dynamic player interaction, similar to streaming services. NuxGame also utilises AI for behaviour modelling and offers context-aware recommendations and missions.
The supplier’s constant striving for improvement results in tangible differences. One operator reduced onboarding issues by 30% thanks to NuxGame’s optimised processes.
Kosinsky added: “As COO, I want to keep operators in the driver’s seat. The main goal is to remove everyday obstacles that prevent operators from moving quickly, including reducing onboarding time, simplifying payment setups, and accelerating the time between idea and action.
“We also aim to keep the platform lean and focused on features that genuinely help operators progress. We don’t add features for fun. We build what helps operators move – and leave out what gets in the way.”