At Stand B606, the Belgrade player support provider is building a wall of the tickets nobody puts in a case study — and the best entry of the show wins a free one-month pilot.
Every operator has one. The withdrawal 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. These tickets never make it into a case study, a conference panel or a quarterly report — and they are the ones that decide whether a player stays.
At the SBC Summit, taking place from 29 September to 1 October at Feira Internacional de Lisboa, Workanova is putting them on a wall.
The Worst Ticket Wall
At Stand B606 in Hall 2, Workanova is running the Worst Ticket Wall for all three days of the show. It is exactly what it sounds like: a physical board where 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. Operators, affiliates, platform providers, payment teams and — especially — the agents who actually answered those tickets are all invited to add one.
Entries can be signed or left 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, the Workanova team will select the entry that best captures what player support actually looks like from the inside. The winner receives a free one-month pilot: one dedicated, fully managed Workanova agent for thirty days, at no cost and with no commitment to continue.
“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,” said Andrija Knežević, Founder and CEO of Workanova. “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. If you have ever watched a good player leave over a badly handled payout question, you already understand the wall.”
Why a wall and not a giveaway
Workanova has run player support desks for licensed operators since 2014, and the company argues that the same handful of failures show up across almost every operation it inherits. 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 marketing rather than for players, a night shift that was one person short, a knowledge base that was last updated two product releases ago.
The wall is intended to make that visible in a way a slide deck cannot.
“Every ticket on that wall is a symptom, and when you read enough of them the patterns stop being anecdotes,” said Milica Jovanović, Co-CEO of Workanova. “We see the same five or six root causes in operation after operation, and most of them are fixable within a quarter. That is the conversation we want to have at B606, 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 recognize their own worst week on somebody else’s wall.”
Who is on the stand
Andrija Knežević (Founder and CEO), Milica Jovanović (Co-CEO) and Miroslav Maslovarić (CMO) will be at Stand B606 across all three days and are available for meetings throughout the event.
The team is happy to talk through the practical questions operators usually bring to the show: what 24/7 multilingual coverage costs in practice, how long a dedicated team actually takes to reach full coverage, how KYC and payment queries are handled without adding compliance risk, how VIP desks are staffed differently from general support, and how quality is measured once a support function sits outside the building. Workanova typically takes a new team from signature to go-live in four to eight weeks.
Meetings can be booked in advance at workanova.com/sbc-lisbon or arranged on the stand. Coffee is on Workanova.
About Workanova
Workanova is a Belgrade-based business process outsourcing company providing managed, multilingual player support teams to licensed iGaming operators. Founded in 2014, the company employs more than 100 people and delivers live chat, email and ticket support, KYC and payments assistance, VIP desks and quality assurance programs across European and international markets. Each engagement is run by a dedicated project manager with weekly reporting and SLA targets tracked from the first shift. Workanova holds an AA+ credit rating as of 2026 and has been a nominee for Best Customer Service Provider at the SiGMA Awards in 2022 and 2023, and a top-five finalist for Best Corporate Service Provider (Europe) in 2024.
More information: www.workanova.com
Media contact
Miroslav Maslovarić, Chief Marketing Officer
[email protected] · +381 64 64 83 180
