Esportes Gaming Brasil (EGB), the group behind the Esportes da Sorte, Onabet and Lottu brands, has received two awards at the ClienteSA Awards 2026, Brazil’s leading recognition programme dedicated to customer experience management.
The company won 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 its case study, “From Startup to Maturity”.
In addition to the company’s awards, Maria Neves, Director of Customer Experience, Customer Support and Reputation Channels, was named Personality of the Year, recognising leaders who have made significant contributions to the evolution of customer experience management in Brazil.
The awards ceremony took place during the ClienteSA X-Summit 2026, one of Latin America’s leading customer experience events, bringing together executives and industry experts 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. Beyond the awards, representatives from Esportes Gaming Brasil also participated in the ClienteSA X-Summit programme. Maria Neves moderated the panel, “Responsible Gaming as Part of the Customer Experience Journey,” featuring Carol Luna, the company’s Head of Compliance, alongside Ricardo Magri, co-founder of the Brazilian Support Company for Compulsive Gambling (EBAC), one of the group’s partner organisations.
During the session, the panellists discussed the evolution of Brazil’s regulated betting market and the role of customer service, compliance and responsible gaming in creating a safer customer journey. They highlighted how regulation has expanded operators’ responsibilities towards consumer protection, bringing together governance, specialist customer support, technology and external support networks.
Among the initiatives presented by Esportes Gaming Brasil were specialist teams trained to identify signs of customer vulnerability, self-exclusion tools, platform usage limits and referral processes to specialist partner organisations.
