Parent Group of Esportes da Sorte, Onabet, and Lottu Celebrates Major Customer Experience and Responsible Gaming Honors
Esportes Gaming Brasil (EGB), the prominent corporate group behind leading betting and gaming brands Esportes da Sorte, Onabet, and Lottu, has emerged as a major winner at the prestigious ClienteSA Awards 2026. Widely regarded as Brazil’s premier recognition program for customer experience (CX) management, the event celebrated the group’s highly successful operational transition and its industry-leading approach to safe-play technology.
In addition to securing top-tier corporate awards, the group was recognized on an individual level. Maria Neves, EGB’s Director of Customer Experience, Customer Support, and Reputation Channels, was officially named Personality of the Year. This prestigious title honors exceptional leaders who have driven the evolution and standard of customer experience management across Brazil.
Award-Winning Case Studies: Scaling Safely
The awards ceremony, held during the ClienteSA X-Summit 2026, one of Latin America’s most influential CX conferences, brought together top industry executives to explore modern service models and consumer relationship innovations. EGB’s dual victories highlight how rapidly the group has scaled its support infrastructure while centering its operational metrics on player protection.
Esportes Gaming Brasil: Award Profile
| Award Category | Winning Case Study | Core Operational Theme |
| Gold: Customer Success | “Customer Success through Responsible Gaming and Intelligent Monitoring” | Merging predictive software and active player monitoring to identify customer vulnerability early. |
| Silver: Customer Service Operations | “From Startup to Maturity” | Managing rapid operational scale, staff training, and platform evolution under Brazilian federal regulation. |
| Individual: Personality of the Year | Maria Neves (Director of CX) | Exceptional leadership and personal contributions to the advancement of Brazilian customer service standards. |
Reflecting on the double-trophy achievement, Maria Neves stated:
“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.”
Directing the Conversation on Responsible Gaming
Beyond receiving top honors, EGB took a highly active role in the ClienteSA X-Summit educational program. Maria Neves moderated a key panel titled “Responsible Gaming as Part of the Customer Experience Journey,” featuring Carol Luna, EGB’s Head of Compliance, alongside Ricardo Magri, co-founder of the Brazilian Support Company for Compulsive Gambling (EBAC), which serves as one of EGB’s active partner organizations.
The panel discussed how the federal regulation of the Brazilian betting market has fundamentally transformed operators’ legal and moral duties toward consumer protection. The experts outlined how corporate governance, specialized support teams, modern technology, and external medical networks must combine to form a reliable safety net.
