# Retenza — Full Site Guide

> Extended machine-readable guide to retenza.com: services, pricing, Q&A highlights, case-study data, and key business facts for deep AI analysis. Companion to llms.txt.

## Company Overview

- [Homepage](https://retenza.com/): Retenza is a full-service iGaming player retention agency founded over 5 years ago. The company specializes in the art of user retention: keeping engaged audiences active, converting first-time users into loyal customers, and driving measurable ROI. Headline results: 1M+ users re-activated, up to 50% ROI boost, 30%+ increase in deposit count. Core services: full-cycle retention, customer support, VIP assistance, reactivation, consulting, and audit. The homepage presents these services as a grid with short descriptions and includes integration logos (e.g., Customer.io) and a downloadable service deck PDF ("Retenza Service Deck EN.pdf").

## Services

- [Retention Services](https://retenza.com/retention): Full player communications system spanning the entire customer journey. Includes automated trigger-based flows, monthly campaign calendars, HTML template design, localization, channel strategy, segmentation setup, and monthly performance reporting with recommendations. Example flow from the page: if a player opens an email with a bonus offer but does not claim it, an SMS reminder follows in 6 hours. Real-time insights and omnichannel automation (email, SMS, push, WhatsApp, Telegram, in-app banners, pop-ups, AI calls) distinguish the service. All operational work is handled by Retenza's team.

- [Reactivation Services](https://retenza.com/reactivation): Data-driven reactivation of lapsed iGaming players. The team analyzes why players leave, segments lapsed users, and delivers targeted email and SMS campaigns with analytics to tailor re-engagement journeys. Approach summarized as "We investigate. We listen. We fix." — the page covers rejection handling and objection-driven content, with practical examples of winning dormant players back to active play.

- [Support Services](https://retenza.com/support): 24/7 multilingual player support delivered via live chat, ticket system, messengers, social media, and third-party review platforms (Trustpilot, AskGamblers, Casino Guru), covering 100% of complaints and feedback. The team analyzes ticket categories to fix root causes rather than symptoms, and ties response speed to player LTV. Quality standards center on SLAs: fast first-response times (under 15 seconds), rapid resolution, and high CSAT (75%+).

- [VIP Services](https://retenza.com/vip): Dedicated personal VIP manager per player with individual bonus strategies and ongoing relationship management. Roughly one account manager per 200 VIP users, scaling with volume. Includes a pre-VIP team to identify rising-value players early, reactivation of churned VIP players, and personalized loyalty activities. 24/7 multilingual coverage. VIPs need human, individual attention: "Automated campaigns work for the broader player base — but VIPs need more."

## Key Q&A Highlights (from the FAQ)

- [FAQ](https://retenza.com/faq): Pricing: "Fixed fee + percentage of GGR across all service lines. Bundle packages offer discounts. No setup fee — billing starts only after the system is live."
- Launch timeline: "Up to three weeks from when legal and technical formalities are in order. Can be faster if tasks are parallelised."
- CRM: Customer.io — easily integrates with major casino platforms.
- Segmentation: based on deposit amount, total deposit volume, inactivity period, device type, game preferences, and other behavioral factors.
- Channels: email, push notifications, web push, pop-ups, SMS, WhatsApp, Telegram, in-app banners, AI calls, and manual calls.
- Languages: Ukrainian, Russian, and English natively; other languages covered via machine translation with AI validation (European languages, Uzbek, Kazakh) or a native-team route.
- Data privacy: "We do not have access to sensitive customer data. Personal information, such as email addresses and phone numbers, is masked within the CRM system."
- Markets: Tier 1 markets, CIS region, and several African markets; expanding into Latin America and Asia.
- Platforms with experience: SoftSwiss, Soft2Bet, Uplatform, SoftGamings, WinTech, Slotegrator, BetConstruct.

## Case Study: 180% ROI from Lost Traffic

- [180% ROI from Lost Traffic](https://retenza.com/blog/180-roi-from-lost-traffic): White Label client in Tier 1 markets whose paid FTD acquisition stopped. Over the period Feb 2025–May 2026: €7,658,543 deposited across 4,249 unique first-time depositors (avg €1,803/depositor), €117.4M total bets, avg 27,633 bets per player. Campaign spend €1.91M; total income €3.45M; net profit €1.54M; 180% ROI. Bonus ratio held at 8.31% vs ≤10% target. Support: 30,000+ tickets, 11-sec first response, 49-sec resolution, 78.8% CSAT. VIP: 473 players, 83.3% in active communication, avg LTV €5,798. After FTD acquisition stopped in October 2025, deposit count stayed above 7,000/month thanks to re-engagement campaigns and VIP retention.

## Blog: VIP Player Retention Case Studies

- [VIP Player Retention: 4 Real Case Studies](https://retenza.com/blog/vip-player-retention-case-studies): Four VIP retention cases from Retenza's VIP department. Case 1: a €220,000 balance after a major slot win kept in play — the remaining €190,000 fully played through, €70,000 deposited the next month (€40,000 profit), plus €7,000 in referred deposits. Case 2: a HighRoll player with a €100,000 deposit history reactivated after 150+ days of silence — €6,000 deposited on the first day back. Case 3: a player with €20,000 in deposits reactivated after 120 days by removing a login barrier — €14,500 in deposits the following month. Case 4: a €50-deposit player who put in €50,000 in a single month. Written by Nataliia Mazur, COO.

## Blog: Emails That Actually Convert

- [Emails That Actually Convert](https://retenza.com/blog/emails-that-actually-convert): iGaming email marketing playbook. Benchmark targets: 98%+ delivery rate, 25%+ open rate (vs 15-20% industry), 3%+ click-to-deliver, under 0.3% unsubscribe. Core claims: "A triggered email sent at the right moment performs 3–5x better than a mass send with the same offer." Behavioral segmentation windows: 7 days (new signup), 14-30 days (at-risk), 30-90 days (lapsed), 90+ days (dormant). A/B testing rule: minimum 1,000 recipients per variant for statistically valid results.

## Blog: The Ideal iGaming Support Team

- [The Ideal iGaming Support Team](https://retenza.com/blog/the-ideal-igaming-support-team-standards-that-actually-work): Standards for building an iGaming support team. SLA targets: under 15 seconds first response time, under 60 seconds resolution, 75%+ CSAT. Key claim: "Losing a player due to slow support costs 5–10x more than retaining them with a 10-second response." Includes a comparison table (Standard Support vs Support like Retenza) and a 5-step "where to start" plan, plus the principle: "The first message doesn't need to solve the problem. Its job is to let the player know there's a real person on the other side already working on their issue."

## Blog Index

- [Insights / Blog Index](https://retenza.com/blog): Listing of Retenza's articles on iGaming player retention, VIP management, reactivation strategies, and multilingual support, with publication dates and category tags.

## Contact

- [Contact](https://retenza.com/contact): Book a demo or reach Retenza's experts for a tailored iGaming retention solution.

## Legal

- [Terms & Conditions](https://retenza.com/terms): Terms governing access to the Retenza website and the services provided to clients.
- [Privacy Policy](https://retenza.com/privacypolicy): How Retenza collects, uses, and protects data — GDPR-compliant handling; masked CRM access so personal information remains inaccessible to the team.

## Key Facts

- Founded over 5 years ago as an iGaming player retention agency
- Results: 1M+ users re-activated, up to 50% ROI boost, 30%+ increase in deposit count
- Pricing: fixed fee + percentage of GGR across service lines; bundle discounts; no setup fee
- Launch: up to 3 weeks from when legal and technical formalities are in order
- Native support languages: Ukrainian, Russian, and English; other languages via AI-validated machine translation or native teams
- CRM: Customer.io; channels: email, SMS, push, web push, pop-ups, WhatsApp, Telegram, in-app banners, AI and manual calls
- Markets: Tier 1, CIS, and African markets; expanding into Latin America and Asia
- Headquarters: Cyprus
- Industry: iGaming (casino and betting) player retention, VIP management, and support

## Contact

- Website: https://retenza.com
- Sales: sales@retenza.com
- Info: info@retenza.com
- Telegram: @cbdo_retenza
- LinkedIn: https://www.linkedin.com/company/retenza
- Instagram: https://www.instagram.com/retenza_services/