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Retenza

Retenza

Retenza is a Cyprus-based service company that runs player retention, reactivation, VIP care and 24/7 multilingual support for casino and betting brands, as a turnkey outsourced service, outstaffing or a one-off setup.

General information

Website
retenza.com
LinkedIn
linkedin.com/company/retenza
Contacts
Telegram: @cbdo_retenzaEmail: [email protected]
Category
Support
Legal entity
Retenza LTD
Problems it solves
  • Players churning after the first deposit
  • Inactive players who never come back
  • VIP and pre-VIP players without personal care
  • Queues and slow answers in player support
  • Unanswered complaints on Trustpilot, AskGamblers and Casino Guru
  • No in-house team to build CRM flows, design and segmentation
  • Failed deposits and churn after withdrawals

Tools

  • Omnichannel retention flows

    Automated trigger-based campaigns over the whole customer journey, from first deposit to reactivation, across email, SMS, push, web push, pop-ups, WhatsApp, Telegram, in-app banners and AI calls.

  • Promo plan and segmentation

    A monthly campaign calendar, HTML template design, localisation and segmentation by deposit size, total deposits, inactivity, device, game preferences and other behaviour.

  • Reactivation team

    Personal outreach to players inactive for 14+ days, players with positive balances, failed deposits and recent withdrawals, built on the real reason the player left rather than another bonus.

  • VIP care

    Dedicated 24/7 personal managers for top players (about one per 200 VIPs), a pre-VIP team, bonuses within an agreed budget and reactivation of churned VIPs.

  • Player support

    A three-level model (knowledge base, chatbot, live agent) over live chat, tickets, messengers and social media, with stated targets of first response within 10 seconds, resolution within 50 seconds and satisfaction above 74%.

  • Review-site management

    Handling player complaints and feedback on review platforms such as Trustpilot, AskGamblers and Casino Guru.

  • Chatbot setup

    Building a support chatbot intended to cover over 40% of requests.

  • QA, audit and consulting

    Independent QA of support and VIP teams, audits of retention strategy, and help building a retention strategy or VIP department from scratch.

  • Client workspace and reports

    A personal dashboard with weekly and monthly reports, custom reports on request, task tracking and communication over Slack, Telegram, WhatsApp or Skype.

AI

Uses AI

Retenza lists AI calls among its retention channels and covers languages beyond Ukrainian, Russian and English with machine translation checked by AI. It also builds support chatbots and describes a churn-prediction model (Churn Radar) that ranks at-risk players for its VIP hosts in a case study.

Integrations

About

Retenza is a service company that runs player retention for online casinos and betting brands. It covers four lines of work: retention, reactivation, VIP care and player support. Retention is offered as a turnkey service, as outstaffing or as a one-off setup; VIP care and support are outsourced, with QA services, chatbot setup, audits and consulting available separately.

The retention service is a full player communication system: automated trigger-based flows for each stage of the customer journey, a monthly promo calendar, HTML templates, localisation and deep segmentation. Campaigns run over email, SMS, push and web push, pop-ups, WhatsApp, Telegram, in-app banners, AI calls and manual calls, built in Customer.io, which Retenza says connects easily to major casino platforms. A reactivation team contacts inactive players, players with failed deposits or positive balances, and players who have just withdrawn, working from the reason they left rather than offering another bonus.

VIP care assigns 24/7 personal managers to top players, with a pre-VIP team for players approaching the threshold and bonuses within a limit agreed with the operator. Player support runs 24/7 on a three-level model of knowledge base, chatbot and live agent, also covers review sites such as Trustpilot, AskGamblers and Casino Guru, and aims to win redeposits inside the support conversation as well as close tickets.

Retenza works with white-label platforms including SOFTSWISS, Soft2Bet, Uplatform, SoftGamings, WinTech, Slotegrator and BetConstruct, and with custom-built platforms. It needs only the player ID: personal data such as emails and phone numbers stays masked in the operator's CRM. Pricing is a fixed fee plus a percentage of GGR, with bundle discounts and no setup fee, and launch takes up to three weeks once legal and technical steps are done.

The company is headquartered in Cyprus and reports more than five years of experience, over a million reactivated users, ROI gains of up to 50% and deposit counts up 30%+. It has worked in Tier 1 markets, the CIS, Africa and the Indian subcontinent, and is expanding into Latin America and Asia.