The group behind Esportes da Sorte, Onabet and Lottu was recognized for its customer experience and responsible gaming initiatives, reinforcing its leadership in Brazil’s regulated gaming market.
Esportes Gaming Brasil (EGB), the company behind the brands Esportes da Sorte, Onabet and Lottu, emerged as one of the standout winners at the ClienteSA Awards 2026, receiving two prestigious corporate awards alongside the coveted Personality of the Year distinction, highlighting its commitment to customer experience excellence and responsible gaming.
At Brazil’s leading awards dedicated to customer experience management, the company received Gold in the Customer Success category for its case study Customer Success through Responsible Gaming and Intelligent Monitoring, as well as Silver in Customer Service Operations for the project From Startup to Maturity.
Adding to the company’s achievements, Maria Neves, Director of Customer Experience, Customer Support and Reputation Channels, was named Personality of the Year, an award that recognizes professionals who have made a significant contribution to advancing 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 future of service excellence.
Accepting the award, Maria Neves emphasized that the recognition reflects the collective effort of the entire organization.
“This recognition validates the work of many people who have built a culture centered on listening, team development, and a genuine commitment to delivering the best possible customer experience. In a constantly evolving market, placing customers at the center of every decision remains a fundamental part of who we are.”
Beyond the awards, Esportes Gaming Brasil also played an active role in the summit’s conference program. Maria Neves moderated the panel “Responsible Gaming as Part of the Customer Experience Journey,” featuring Carol Luna, Head of Compliance at Esportes Gaming Brasil, and Ricardo Magri, Co-Founder of the Empresa Brasileira de Apoio ao Compulsivo (EBAC).
The discussion explored how Brazil’s regulated betting market is reshaping operators’ responsibilities toward consumer protection, highlighting the growing importance of combining responsible gaming practices, regulatory compliance, customer support, advanced technology, and external support networks to deliver a safer and more sustainable player experience.
Among the initiatives presented by Esportes Gaming Brasil were specialized customer care teams trained to identify signs of player vulnerability, self-exclusion tools, responsible gaming limits, and referral protocols connecting players with specialized support organizations, reinforcing the group’s long-term commitment to a safer and more responsible gaming industry.
