EstrelaBet, one of the main sports betting platforms in Brazil, was awarded in three categories at the prestigious BiS Awards 2025: Best Action to Combat Gambling Addiction, Best Customer Service and C-Level in the Spotlight.
The award ceremony, held during the Brazilian iGaming Summit, last Tuesday (8), is considered the most relevant in the betting industry in Latin America. In addition to recognizing initiatives that drive the sustainable, ethical and innovative development of the sector.
EstrelaBet and the fight against gambling addiction
In the Best Action to Combat Gambling Addiction category, EstrelaBet received the award for its unprecedented partnership with FUMEC University, which combines technology, academic research and specialized support.
The initiative includes funding studies on gaming disorder, free psychological counseling sessions for players and the use of predictive analytics to identify signs of risky behavior.
Additionally, 100% of the support team has been trained to recognize vulnerable situations and guide users to appropriate support.
Frederico Gabrich, legal and compliance director at EstrelaBet, commented on this partnership. “We believe that responsibility is as important as innovation. This partnership with FUMEC marks an unprecedented advance in the country by combining science, technology and hospitality, ensuring a safe and balanced betting experience for our users.”
In the Best Customer Service category, EstrelaBet was the highlight for its omnichannel structure and the application of artificial intelligence to improve the user experience. According to the company, the brand offers support via telephone, 24-hour live chat, email and social media, as well as an interactive knowledge base (FAQ).
With generative AI technology, 40% of demands are resolved automatically, with a CSAT of 76% in the chatbot. Therefore, in human service, the satisfaction rate reaches 85%, and the overall CSAT reaches 87%. The company also has the RA1000 seal from Reclame Aqui, granted to brands with proven excellence in after-sales.
“Our focus is to combine technology with human and responsive service. We transform feedback into action and, more than solving problems, we seek to anticipate needs and build a memorable experience with each contact”, highlighted Lorena Lima, Head of Customer Experience and Operations at EstrelaBet.
Regulation of the sector and strengthening of the market
Fellipe Fraga, Chief Business Officer at EstrelaBet, received the C-Level Award for Outstanding Performance. Fraga stands out for his leading role in the company’s expansion and for strengthening the regulated betting market in Brazil. In addition, he also led strategic institutional negotiations and took an active role in dialogue with the government during debates on the regulation of the sector.
“This recognition represents not only a personal achievement, but a validation of the collective work we have developed at EstrelaBet. We are helping to build a more professional, transparent market aligned with the best global practices”, said Fellipe Fraga, CBO of EstrelaBet.
Furthermore, EstrelaBet continues to invest in innovative and sustainable solutions, consolidating itself as a reference in responsibility, technology and excellence in service in the iGaming sector.
About EstrelaBet
EstrelaBet is the largest Brazilian gamingtech and operates with a definitive license in the national iGaming market. Voted the best Brazilian betting operator, it has won several awards.
Among them are: “Best Sports Betting Operator in Brazil” and “Rising Star of the Year” by the SBC Awards Latinoamérica 2022. In addition to having in its portfolio two consecutive awards at the SiGMA Americas Awards in 2023 and 2024.
With offices in Belo Horizonte and São Paulo, EstrelaBet stands out in the market for its innovation and commitment to responsible gaming, as well as for its legal advertising and support for sports and entertainment.
