More than a one-off action, the meeting is part of the company’s routine of listening to users in order to continuously improve its products and services, a practice that has already guided projects such as the development of the smartphone app and new platform features.
During the Players Experience Day, participants tested features in real time, shared suggestions, and pointed out improvement opportunities directly with the professionals responsible for each stage of the user journey.
The interactions resulted in actionable insights that feed into EstrelaBet’s innovation roadmap. In addition, users had early access to new features so they could provide feedback before the official launch.
“Those who truly understand our product are the ones who use it. We listen to the customer’s pain points, observe their end-to-end experience, and often the team starts developing solutions immediately. It’s a direct exchange, with no intermediaries, that has driven our product to evolve impressively—always in compliance with Brazilian regulations,” says Douglas Petrocino, EstrelaBet’s Technology Director.
The first edition of Players Experience Day took place in Belo Horizonte earlier this year and marked the start of a series of in-person initiatives that reinforce Customer First as a brand pillar.
“We interrupt entire routines of our technology teams for Players Experience Day because it’s a strategic moment. We listen to our users through different channels such as our customer service center, social media, and others. Events like this are the living practice of our culture: listen, adapt, and evolve quickly to deliver a fun, seamless, and safe experience for everyone who chooses to have fun with us,” adds Douglas.
In addition to expanding the repertoire of qualitative insights from direct observation of use, the event strengthens the emotional bond with players and fosters a sense of community around the brand. EstrelaBet plans to hold new editions of Players Experience Day in the coming months and to keep active listening as a driving force for innovation in the betting sector.
EstrelaBet is one of the largest Brazilian gamingtech companies and operates with a permanent license in the national iGaming market. Voted the best Brazilian betting operator, it has won awards such as “Best Sports Betting Operator in Brazil” and “Rising Star of the Year” at the SBC Awards Latin America 2022, as well as winning twice in a row at the SiGMA Americas Awards in 2023 and 2024.
In 2025, the company was also recognized at the BiS Awards in the categories “Best Action to Combat Gambling Addiction” and “Best Customer Service,” in addition to winning the Prêmio Consumidor Moderno in the “Online Betting” category and the EGR Marketing & Innovation Awards in the “Responsible Gambling Marketing Campaign” category.
Headquartered in São Paulo with a branch in Belo Horizonte, EstrelaBet is known for innovation, its commitment to responsible gaming, legal advertising, and support for sports and entertainment.
In partnership with FUMEC University, it develops pioneering initiatives for the prevention of problem gambling, using cutting-edge technology to provide a safe experience and psychological support for users. Ensuring game integrity is also a 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 house to officially sponsor a FIFA event: the FIFA Women’s World Cup™. This achievement solidified its presence on the international stage and highlighted its dedication to the development of various sports disciplines.
In Brazil, the company expands this effort by supporting major initiatives, sports broadcasts, cultural events, and media projects that strengthen its bond with the public and boost entertainment.
For more information: www.estrelabet.bet.br
Source: GMB
