Workanova Showcases Industry’s Toughest Support Tickets at SBC Summit Lisbon

Workanova is turning the spotlight on the iGaming industry's most challenging player support cases at the upcoming SBC Summit in Lisbon. At Stand B606, the Belgrade-based support specialist will run its 'Worst Ticket Wall,' inviting anyone in the sector to post their toughest support ticket—no data capture or badge scan required. The entry that most vividly demonstrates the real-world challenges of player support will earn a complimentary one-month pilot of Workanova's managed support agent service.

The Worst Ticket Wall: Real-World Support Exposed

The 'Worst Ticket Wall' will operate throughout all three days of the SBC Summit, held from 29 September to 1 October at the Feira Internacional de Lisboa. Workanova is offering a physical board at Stand B606 in Hall 2, where operators, affiliates, platform and payment teams, and especially support agents themselves, are welcome to contribute their most problematic or memorable tickets. Entries can be humorous, serious, or simply extraordinary, but must be true cases—the tickets nobody would ever showcase in a case study.

There are very few formalities: tickets can be submitted anonymously or signed, and the initiative deliberately avoids forms and data collection to maintain authenticity. On the final day of the exhibition, the Workanova team will select the most telling submission. The winner receives a free 30-day pilot, entitling their operation to one dedicated, fully managed Workanova support agent. There is no ongoing obligation beyond the pilot.

Andrija Knežević, Founder and CEO of Workanova, stated:

"Our industry spends three days at an event talking about acquisition and almost none of it talking about what happens the week after a player signs up. Support is where the relationship is actually won or lost, and it is the one function nobody wants to put on a slide because it is not glamorous. We would rather read a hundred honest tickets than another market forecast."

Identifying the Root Causes of Support Failures

Workanova has specialized in player support for licensed operators since 2014, and the company maintains that the same recurring issues appear in nearly every operation they onboard. Each problematic ticket usually reflects a broader process breakdown—be it a failed payment provider, misaligned bonus rule, light night staffing, or outdated knowledge base. The 'Worst Ticket Wall' is designed to make underlying issues visible in a way that presentations cannot.

Milica Jovanović, Co-CEO of Workanova, explained:

"Every ticket on that wall is a symptom, and when you read enough of them the patterns stop being anecdotes. We see the same five or six root causes in operation after operation, and most of them are fixable within a quarter."

This initiative aims to foster open discussion about the operational realities that impact player retention and satisfaction. Workanova believes such direct sharing enables operators to recognise their own pain points and consider actionable improvements, rather than be swayed by conventional product demos or marketing material.

Why a Wall, Not Just a Promotion?

Workanova’s approach is intentionally practical. By focusing on honest, real-world examples rather than awards or giveaways, the firm encourages a candid look at the function that often determines whether players stay or churn. The company argues that most support failures stem from upstream operational decisions, such as processes, staffing, and tools, many of which can be addressed within a financial quarter.

The campaign underscores that while acquisition receives centre stage at most industry events, the week after sign-up—when issues like withdrawal delays or bonus disputes arise—is where operators truly differentiate in customer experience.

Workanova at SBC Summit: Meet the Management

Workanova’s leadership team—Andrija Knežević (Founder and CEO), Milica Jovanović (Co-CEO), and Miroslav Maslovarić (Chief Marketing Officer)—will be present at Stand B606 throughout the summit. They are available to discuss practical aspects operators typically prioritize, including:

• The real costs of 24/7 multilingual player support
• Onboarding timelines for dedicated teams (usually four to eight weeks from contract to go-live)
• Handling KYC and payment-related support without compliance risks
• Differences in staffing VIP versus general support desks
• Measurement of quality once support is outsourced

Meetings can be pre-arranged or booked on the stand, and Workanova is providing complimentary coffee for attendees.

About Workanova: BPO Specialist for iGaming Support

Founded in 2014 in Belgrade, Workanova delivers managed multilingual support teams to licensed iGaming operators in Europe and international markets. With over 100 staff, the company covers live chat, email, ticket support, KYC and payment assistance, VIP desks, and quality assurance. Every client engagement is managed by a dedicated project manager, with weekly reporting and SLAs monitored from day one.

Workanova reports an AA+ credit rating in 2026 and has been recognised as a nominee for Best Customer Service Provider at the SiGMA Awards in 2022 and 2023, as well as a top-five finalist for Best Corporate Service Provider (Europe) in 2024.

For further details, inquiries can be directed to Chief Marketing Officer Miroslav Maslovarić at [email protected].

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