Brazil 2025: Road to regulation – what players really want from operators, an EveryMatrix study

In the run up to a regulated Brazilian market, EveryMatrix, in partnership with ENV Media, gathered extensive data from a survey of more than 1,800 players across the South American country to break down exactly what Brazilian players want from a regulated betting and gaming market. Access related articles, data and infographics across industry and social media through Oddsmatrix.com.

In this study, we will answer:

• What experiences do players receive today?
• What do players want less and more of from January onwards?
• What specific areas, features and tools do operators need to offer to succeed?
• How OddsMatrix’s sportsbook and sports data solutions can guarantee instant success from day one

Operator efficiency insights

Following on from our last article examining what market gaps exist, here, we explore what areas operators should focus on to enhance their efficiency and competitiveness in this exciting but expansive and potentially overwhelming territory.

1. Streamlined registration and verification

Efficient registration and verification processes are crucial to attract and retain players. Our report highlights the importance of this by noting the impact of rigorous know your customer (KYC) processes. Several operators have optimised these processes and can quickly onboard new players as a result, while players told us they receive more pleasant user experiences.

2. Effective risk management

We found the Brazilian betting and gaming market to be made up of savvy, experienced players with a strong emphasis on educational content about price comparison and arbitrage. The report concludes that operators that enter Brazil will need to implement first-rate risk management solutions to handle this player base or potentially face running lower hold rates than expected.

3. Focus on customer service

High-quality customer service is a differentiator in the competitive Brazilian market. Several operators that already exist there demonstrate consistently high performance in customer support and they have already set the benchmark for others to follow. Investing in training and expanding support channels will significantly enhance customer satisfaction and loyalty.

4. Adaptation to regulatory changes

Staying ahead of regulatory changes and ensuring compliance is critical no matter what regulated market you enter. Our report indicates that many operators are waiting for final regulations before committing significant resources. There is strong evidence from previous regulated territories that being proactive and prepared for regulatory shifts provides a competitive edge. The emphasis on a strong local presence and understanding of regulatory nuances is highlighted by our recommendation for operators to have a qualified Brazilian lawyer or law firm well-versed in gaming, regulatory and corporate law.

5. Expectations versus fresh findings.

Using our substantial end-user group of 1,800 betting and gaming individuals, we will uncover the real-life perceptions, needs and satisfaction drivers Brazilians are focusing on:

• User preferences and experiences – most players are engaged with multiple betting platforms, with brands such as Betano and bet365 featuring as some of the most popular; personalised betting content and advanced features such as cash-out options are highly valued.
• Gaps in current offerings – technical issues such as slow loading times and poor customer service are prevalent; there is a significant demand for better payment options and faster transaction processing; and players are urging companies to provide enhanced mobile usability and user interface improvements.
• Actionable recommendations – players want an improvement in platform performance and reliability, focusing on speed and customer support; they want further development of personalised and localised content to meet their preferences; they want enhanced payment systems with more options and better security; and they want expanded mobile-specific features and optimised user interfaces for mobile devices.

The advent of a fully-fledged Brazilian betting and gaming market presents significant opportunities but it also comes with challenges that operators must navigate carefully. Addressing market gaps, understanding consumer needs and improving operator efficiency are key to success. By focusing on localisation, security, customer service and compliance, operators can position themselves to capture a substantial share of this growing market.

Keep an eye on our social media channels and Oddsmatrix.com for more details soon.

Book a meeting today with one of our EveryMatrix experts at G2E in Vegas or SBC Miami.

About EveryMatrix 

EveryMatrix delivers igaming software, solutions, content and services for casino, sports betting, payments and affiliate management to global tier-one operators as well as to newer brands. The platform is highly modular, scalable and compliant, allowing operators to choose the optimal EveryMatrix solution and combine with third-party and in-house technology and capabilities. The company has 1,000 employees across 13 countries and serves 300+ customers worldwide, including the regulated US market. It is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first igaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection while producing market-leading gaming solutions. Learn more at www.everymatrix.com