Why we are putting the industry’s worst support tickets on a wall

Every operator has one. The withdrawal that turned into forty messages across two shifts. The bonus dispute that reached a regulator before it reached a supervisor. The player who wrote in three languages, none of them the one they had selected in their account settings.

These tickets never make it into a case study. Nobody opens a conference panel with them. They do not appear in the quarterly report, because there is no clean way to describe them and no flattering conclusion to draw. And yet they are the tickets that decide whether a player stays.

At SBC Summit, from 29 September to 1 October in Lisbon, we are putting them on a wall.

What the Worst Ticket Wall actually is

At Stand B606 in Hall 2, we are running a physical board for all three days of the show. Anyone working in iGaming can write down, by hand, the worst support ticket they have ever had to deal with.

No form. No badge scan. No data capture of any kind. Operators, affiliates, platform providers and payment teams are all welcome, but the people we most want at that wall are the agents who actually answered those tickets — because they are the ones who remember the details nobody else in the building ever hears.

Entries can be signed or anonymous. They can be funny, grim, or simply absurd. The only rule is that they have to be real.

When the exhibition closes on 1 October, we will pick the entry that best captures what player support looks like from the inside. That entry wins a free one-month pilot: one dedicated, fully managed Workanova agent for thirty days, at no cost and with no obligation to continue.

Why a wall, and not a giveaway

We could have ordered branded bottles. Everybody does, and nobody remembers whose they were by the Thursday.

The wall exists because we think the tickets are evidence. We have run player support desks for licensed operators for years, and the same handful of failures show up in almost every operation we inherit. A ticket is rarely a support problem in isolation. It is usually a process that broke somewhere upstream — a payment provider timing out, a bonus rule written for the marketing team rather than for players, a night shift that was one person short, a knowledge base last updated two product releases ago.

Read one of those tickets and it is an anecdote. Read a hundred of them side by side and the patterns stop being anecdotes and start being a diagnosis. Most of what shows up on a wall like that is fixable within a quarter, and it is a far more useful conversation than a product demo.

Nobody changes their support strategy because of a brochure. People change it because they recognise their own worst week on somebody else’s wall.

Come and write one

SBC has covered the wall in their announcement of our participation, so if you would rather read about it somewhere other than our own website, start there.

Otherwise: Stand B606, Hall 2, all three days. Andrija Knežević, Milica Jovanović and Miroslav Maslovarić will be on the stand throughout, and meetings can be booked in advance or arranged on the spot.

The coffee is on us. The wall is on you.