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EstrelaBet consolidated its active listening culture with the second edition of its Players Experience Day in São Paulo. The activity brought together 80 users of the platform for an intensive experience together with the engineering, product, design, and technology teams from the company, transforming live feedback into tangible improvements to the brand’s digital experience.
Rather than an isolated occasion, the event illustrates EstrelaBet’s overall desire to receive feedback from customers so that it can continue to refine its products and services. This has already shaped initiatives such as the development of the company’s smartphone app and the release of new platform functionalities.
A Day for Co-Creation and Instant Impact
During Players Experience Day, customers tried out features in real-time, made suggestions, and pointed out areas of improvement directly to the experts responsible for each point in the user journey. Such feedback produced actionable feedback that will directly guide the company’s innovation roadmap.
Users also received early exposure to future features so they could give comments before public release. As Douglas Petrocino, EstrelaBet’s CTO, explains, this direct engagement is key: “It’s our users who understand it. We listen to the pain of the customer, track them from beginning to end, and even start developing solutions from time to time. It’s a face-to-face communication, no go-between, which has made our product evolve wonderfully without ever going against Brazilian laws.”
Creating a Culture of Listening
The first Players Experience Day was hosted in Belo Horizonte this year, and it marked the start of a chain of on-the-ground activities to solidify the Customer First principle as an organizing brand value.
Petrocino highlights the rationale for these events: “We interrupt entire tech team workflows on Player Experience Day because it’s a make-or-break moment. We hear from our users through a variety of sources, including our customer support hub and social media. These types of events are the living embodiment of our culture: listen, adjust, and move quickly to give an enjoyable, seamless, and safe experience to everyone who chooses to have fun on our platform.”
Apart from generating significant qualitative results from observing users engaging, the event consolidates the emotional bond with players and builds a sense of belonging to the brand. EstrelaBet is planning new editions shortly, with active listening as a mover of innovation in the betting segment.
Recognition and Responsible Innovation
EstrelaBet is among the largest gaming technology companies in Brazil, dealing with a guaranteed license in the nation’s iGaming market. EstrelaBet has won a number of awards, such as “Best Sports Betting Operator in Brazil” and “Rising Star of the Year” at SBC Awards Latinoamérica 2022, and successively at the SiGMA Americas Awards in 2023 and 2024.
In 2025, the company was awarded at the BiS Awards for “Best Action Against Problem Gambling” and “Best Customer Service“, as well as Prêmio Consumidor Moderno in the “Online Betting” category. Internationally, EstrelaBet received the EGR Marketing & Innovation Award for “Responsible Gambling Marketing Campaign.”
The company is also renowned for its innovative, responsible gaming programs, developed in partnership with FUMEC University. These initiatives utilize the most advanced technology to prevent pathological gambling and provide psychological support to users. Sports integrity is also paramount for EstrelaBet, as it partners with institutions such as Genius Sports and the International Betting Integrity Association (IBIA).
A Global and National Presence
In 2023, EstrelaBet was the first Brazilian betting company to become an official FIFA tournament sponsor, the FIFA Women’s World Cup™. The feat solidified its international scope and demonstrated its allegiance towards supporting diversified sports disciplines.
In Brazil, the company rolls out this commitment in the shape of sponsorships for prominent events, sports broadcasts, cultural campaigns, and media productions, all with the aim of taking its connection with audiences to a deeper level and powering entertainment.
Through initiatives like Players Experience Day, EstrelaBet is proving that not only can customers be put at the center of product creation, but that this is also a commercially viable model to pursue, which balances innovation with responsibility, regulation, and community building.
Source: GMB
