In the category of Best Action Against Gambling Addiction, EstrelaBet was recognized for its unprecedented partnership with FUMEC University, which combines technology, academic research, and specialized support.
The initiative includes funding studies on gambling disorder, offering free psychological counseling sessions for players, and using predictive analysis to identify signs of risky behavior. Additionally, 100% of the customer support team has been trained to recognize vulnerable situations and guide users to appropriate support services.
“We believe responsibility is just as important as innovation. This partnership with FUMEC marks a groundbreaking step in Brazil by combining science, technology, and care to ensure a safe and balanced betting experience for our users,” said Frederico Gabrich, Legal and Compliance Director at EstrelaBet.
In the Best Customer Service category, EstrelaBet was awarded for its omnichannel support structure and the use of artificial intelligence to enhance user experience.
The company offers support via phone, 24/7 live chat, email, and social media, as well as an interactive knowledge base (FAQ).
With generative AI technology, 40% of inquiries are resolved automatically, with a chatbot CSAT score of 76%. Human-assisted service reaches a satisfaction rate of 85%, and overall CSAT stands at 87%. EstrelaBet also holds the RA1000 seal from Reclame Aqui, awarded to brands with proven excellence in post-sale service.
“Our focus is to combine technology with human, solution-oriented service. We turn feedback into action and, beyond solving problems, we aim to anticipate needs and build a memorable experience with every interaction,” highlighted Lorena Lima, Head of Customer Experience and Operations at EstrelaBet.
The Outstanding C-Level Executive award was given to Fellipe Fraga, Chief Business Officer at EstrelaBet, for his leadership in the company’s expansion and in strengthening the regulated betting market in Brazil.
Fraga led strategic institutional negotiations and played an active role in dialogue with the government during discussions on industry regulation.
“This recognition represents not just a personal achievement, but also validation of the collective work we've been doing at EstrelaBet. We are helping build a more professional, transparent market aligned with global best practices,” said Fellipe Fraga, CBO at EstrelaBet.
EstrelaBet continues to invest in innovative and sustainable solutions, positioning itself as a benchmark in responsibility, technology, and customer excellence in the iGaming sector.
EstrelaBet is the largest Brazilian gamingtech company and operates under a permanent license in the national iGaming market. Voted the best Brazilian betting operator, it has received awards such as "Best Sports Betting Operator in Brazil" and "Rising Star of the Year" at the SBC Awards Latinoamérica 2022, and won twice in a row at the SiGMA Americas Awards in 2023 and 2024.
With offices in Belo Horizonte and São Paulo, EstrelaBet is recognized for innovation, commitment to responsible gambling, legal advertising, and support for sports and entertainment.
In partnership with FUMEC University, it develops pioneering initiatives to prevent problem gambling, using cutting-edge technology to provide a safe experience and psychological support for users.
Game integrity is also a top priority for the company, which combines strict internal processes with strategic partnerships, such as Genius Sports and the International Betting Integrity Association (IBIA).
In 2023, EstrelaBet made history by becoming the first Brazilian betting company to officially sponsor a FIFA event: the FIFA Women’s World Cup™. This milestone strengthened its international presence and highlighted its commitment to the development of various sports.
In Brazil, the company further expands its role by supporting major initiatives, sports broadcasts, cultural events, and media projects that strengthen its connection with the public and boost entertainment.
Source: GMB
