In this context, executives from leading industry companies emphasize the relevance of customer support in the iGaming market—not only as a way to comply with regulations but also as a differentiator in a competitive landscape filled with numerous so-called “Bet” operators. Currently, there are more than 70 licensed 'Bets' companies in Brazil, each allowed to operate up to three separate brands.
Among the legal requirements for platforms is the obligation to offer a national customer service channel in Portuguese. Live chat tools, with real-time interaction, have emerged as one of the most effective ways to resolve user concerns. In addition to the legally mandated support on the platform, another widely used channel is 'Reclame AQUI', a consumer complaint site where users can also contact the operator directly.
Key factors that distinguish outstanding customer service include investment in high-quality support, transparent communication, multichannel assistance, fast and efficient responses, and the presence of specialized agents trained to handle all kinds of situations.
Customer service across leading market players
Among Brazilian operators, HiperBet stands out for its active customer service channels via WhatsApp, chatbot, email, and voice calls. With a team of over 30 employees, the company offers 24/7 support, every day of the week.
HiperBet is also recognized on 'Reclame AQUI', having been nominated in the Best Betting Sites category for the 2025 edition of the awards, considered the most important national recognition for consumer reputation and customer service.
The company maintains an average rating of 8.6 over the past six months and a response rate above 99%. Additionally, 82% of users say they would do business with the company again. One of HiperBet's main strategies to ensure customer satisfaction is the implementation of new technologies, including AI tools that automate processes.
“We entered the market to build a truly distinct brand. We are very proud to have been nominated by Reclame AQUI among the top-rated 'Bets' services in Brazil, with a score of 8.6, surpassing many long-established operators,” says Juliana Santos, Customer Experience (CX) Manager at HiperBet.
Another strong performer is galera.bet, which has a dedicated Customer Service and Ombudsman structure tailored to Brazilian users and their cultural habits. Focused on delivering a personalized and efficient experience, the operator prioritizes meeting player needs quickly and accurately.
Ranked among the top three online casinos in Brazil according to Reclame AQUI, galera.bet boasts a score of 9.5 and was also nominated for the 2025 award in the Large Operations category. With a 24/7 service center, all support is provided exclusively in Portuguese, with a warm and humanized approach from a team well-trained to handle issues of all complexities.
Beyond betting operators, other iGaming industry players also stand out in terms of customer service. One example is Paag, a techfin company that serves as a technology solutions hub for the market. Holding the highest reputation badge on 'Reclame AQUI' (RA 1000), Paag maintains an impressive average rating of 9.7/10 over the past six months.
Through the platform, Paag provides a direct channel for users to submit inquiries. Although the company acts as a payment facilitator and not the final recipient of gaming transactions, any issues related to betting or gaming products are addressed by the respective operators. Still, if necessary, Paag offers 24/7 support.
"Today we are ranked first among electronic payment providers on Reclame AQUI, competing with companies across all industries. Holding this position in our sector is extremely valuable, as it reinforces our ongoing commitment to delivering excellent customer service,” says João Fraga, CEO of Paag.
“This recognition shows we’re on the right path—with a dedicated team, 24/7 support, and processes that put the player’s experience and our partners' trust at the heart of everything we do,” he adds.
Source: GMB
