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15th July – Esportes Gaming Brasil (EGB), the group behind the Esportes da Sorte, Onabet and Lottu brands, has been recognised with two awards at the ClienteSA Awards 2026, Brazil’s leading programme dedicated to customer experience management.
The company received Gold in the Customer Success category for its case study, “Customer Success through Responsible Gaming and Intelligent Monitoring”, and Silver in the Customer Service Operations category for “From Startup to Maturity”.
Maria Neves named Personality of the Year
Alongside the company’s achievements, Maria Neves, Director of Customer Experience, Customer Support and Reputation Channels, was honoured with the Personality of the Year award. The recognition celebrates professionals who have made significant contributions to the development of customer experience management in Brazil.
The awards were presented during ClienteSA X-Summit 2026, one of Latin America’s leading customer experience events, which brought together executives and industry specialists to discuss innovation, customer relationships and the transformation of service models.
“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 centre of every decision is fundamental to the way we operate,”
said Maria Neves.
Responsible gaming in focus at ClienteSA X-Summit
In addition to receiving the awards, representatives from Esportes Gaming Brasil took part in the ClienteSA X-Summit programme. Maria Neves moderated the panel, “Responsible Gaming as Part of the Customer Experience Journey,” joined by Carol Luna, the company’s Head of Compliance, and Ricardo Magri, co-founder of the Brazilian Support Company for Compulsive Gambling (EBAC), one of the group’s partner organisations.
During the discussion, the panellists explored the development of Brazil’s regulated betting market and examined the role of customer service, compliance and responsible gaming in building a safer customer journey. They also discussed how regulation has broadened operators’ responsibilities for consumer protection by combining governance, specialist customer support, technology and external support networks.
Esportes Gaming Brasil also highlighted a number of its responsible gaming initiatives, including specialist teams trained to identify signs of customer vulnerability, self-exclusion tools, platform usage limits and referral processes to specialist partner organisations.
