Esportes Gaming Brasil (EGB), which operates the brands Esportes da Sorte, Onabet, and Lottu, achieved notable recognition at the ClienteSA Awards 2026, a premier Brazilian program that honors excellence in customer experience management. The company secured a Gold award in the Customer Success category for its entry titled “Customer Success through Responsible Gaming and Intelligent Monitoring.” Additionally, EGB won Silver in the Customer Service Operations category for their case study, “From Startup to Maturity.”
Maria Neves, the Director of Customer Experience, Customer Support, and Reputation Channels at EGB, was honored as Personality of the Year, a distinction awarded to individuals who have significantly influenced the advancement of customer experience management in Brazil.
The awards ceremony was part of the ClienteSA X-Summit 2026, a key event in Latin America focusing on customer experience that gathered various executives and industry experts to explore innovations, customer relationships, and evolving service models. Neves expressed that "this recognition validates the work of many people, built through listening, team development, and a commitment to delivering the best possible customer experience. In a constantly evolving market, putting the customer at the center of every decision is fundamental to the way we operate."
Beyond the accolades, Esportes Gaming Brasil took part in the summit where Neves moderated a panel discussion titled “Responsible Gaming as Part of the Customer Experience Journey.” This session featured Carol Luna, the company’s Head of Compliance, and Ricardo Magri, the co-founder of the Brazilian Support Company for Compulsive Gambling (EBAC), a partner organization.
The panel addressed the transformation of Brazil’s regulated betting market, focusing on the integration of customer service, compliance, and responsible gaming in fostering a secure customer experience. Discussions emphasized the increased responsibilities operators have toward consumer protection, and how this includes governance, specialized customer support, technology, and connections to external support networks.
Esportes Gaming Brasil highlighted several initiatives aimed at enhancing customer protection, including specialized teams trained to detect customer vulnerabilities, tools for self-exclusion, usage limits on platforms, and processes for referring customers to specialized partner organizations.
