# BetCare > BetCare is a 24/7 player support company for online casinos and sportsbooks. A team answers players in any language and fixes deposits, payouts, bonuses and verification in the chat. The team works on Hubio, BetCare's own support platform, included in every plan. Founded in Malta in 2020 by Paul Buianov. - Website: https://betcare.co/ - Contact for brands: sales@betcare.co - Partnership (25% of the contract for a referred brand): paul@betcare.co - Data requests: data@betcare.co - Company: Valqore Ltd, registered in Malta (C 101308), 64 Excalibur, B. Bontadini Street, Birkirkara BKR 1737, Malta - Founder: Paul Buianov, Founder and CEO (11 years in iGaming; COO, then CEO at Boosta 2015–2020) — https://www.linkedin.com/in/buianov/ - LinkedIn: https://www.linkedin.com/company/wearebetcare ## Key pages - [Home](https://betcare.co/): services, Hubio platform, pricing, FAQ, call booking - [About](https://betcare.co/about/): company, founder, legal entity - [Privacy](https://betcare.co/privacy/): how data from the site is handled - [Terms of Use](https://betcare.co/terms/): terms for using the website ## What BetCare does - Support desk, 24/7: deposits, payouts, bonuses and accounts, answered in the player's language by people who know casinos. Live chat, email and messengers in one queue. - Payments and payouts: the agent finds a stuck deposit or withdrawal and fixes it in the same chat. Included in the support desk. - VIP care: a personal manager for top players on chat, email and WhatsApp. Two parts priced separately: the VIP desk in Hubio (€2,500 a month) for the brand's own VIP team, and BetCare's VIP team (price on request). - Verification (KYC): player documents checked the same day in the brand's system, with a note on every decision. - Win-back: missions, rewards and messages that bring inactive players back, measured against players who got nothing. - AI calls by R-10: a voice agent calls players in their language about a failed deposit, an unused bonus or inactivity. The call and transcript go into the player's card in Hubio. Self-excluded players are never called. - Radar and audit: who to contact, which partners bring players who stay, where money is lost, plus an audit of current support. - Assistant: answers simple questions on its own. Anything about payments or risk goes to a person. - Safer gambling: requests always go to a person; the assistant never offers bonuses or deposits; account closures are done the same day. ## Hubio Hubio is BetCare's own support platform, built for casinos. The agent sees the player's balance, deposits, bonuses and documents next to the chat. It translates both ways inside the conversation, so one team can answer in any language. Hubio is included in every BetCare plan. ## Pricing (per brand) - Support desk: €2,900 a month, 500 tickets included, 24/7 team in any language, Hubio included. One-time setup €1,000. - Longer terms, paid in advance: 3 months €8,100 (€2,700 a month), 6 months €15,600 (€2,600 a month), 12 months €30,000 (€2,500 a month). - Above 500 tickets: €1.99 per ticket handled by an agent, €0.49 per chat the assistant solves alone. - Add-ons: VIP desk in Hubio €2,500 a month; VIP team (BetCare managers) price on request; Verification (KYC) €2,500 a month; Win-back €3,000 a month; AI calls by R-10 €1,500 a month (pilot); Radar and audit free for 2 weeks, then €1,000 a month; Quality checks €0.29 per ticket. - Contract: month to month. ## How a brand starts (10 working days) 1. Day 1, call: markets, languages, payment methods and the biggest problems. 2. Days 2–4, playbook: games, bonuses, payment and KYC rules go into Hubio. 3. Days 5–9, setup and training: channels connected, training on real player questions. 4. Day 10, live: 24/7 support starts, with weekly reports in the first month. ## Blog (by Paul Buianov) - [In iGaming we count every cent. Except at conferences.](https://betcare.co/blog/conferences-roi/) (2026-10-31): We measure every click and every euro, yet spend €100,000 on a conference stand without a clear return. Why scale gets confused with value. - [Failed payments don't kill retention. Silence does.](https://betcare.co/blog/silence-kills-retention/) (2026-10-30): About 2,000 regular players at one casino brand over 12 months. Technical failures had the lowest churn. The strongest signal was a player who quietly stopped showing up. - [Your loyalty programme is a fence, not a ladder](https://betcare.co/blog/loyalty-fence/) (2026-10-17): A casino loyalty programme with 9 levels, where 99.2% of customers are stuck on level one. What a car-wash experiment says about fixing it. - [Your returning players know what they want. Your homepage doesn't.](https://betcare.co/blog/returning-players/) (2026-10-10): Data from four online casinos. Returning players go from landing to their favourite game in 30–50 seconds, yet most homepages are still built for first-timers. - [The bonus page is the most expensive exit door](https://betcare.co/blog/bonus-page-exit/) (2026-10-09): One week, six online casinos, over 20,000 visits to bonus pages. Players contact support from bonus pages 6 to 26 times more often than from games, and many simply leave. - [The ghost average](https://betcare.co/blog/ghost-average/) (2026-10-08): Reports said the average customer visits 4–5 times a month. In the data of two online casinos, only about one in fourteen customers actually did. ## FAQ ### How does one team answer in any language? Hubio translates the player’s message for the agent and the agent’s reply back to the player, inside the chat. The agent checks every reply before it goes out. Your main markets get native speakers. ### What counts as a ticket? One conversation with one player: a chat, an email thread or a messenger chat. Replies in the same conversation are not counted again. ### What if we go over 500 tickets? €1.99 for each ticket an agent handles. €0.49 for each chat the assistant solves on its own. ### We have our own support team. Can we use only Hubio? Yes. Your agents can work in Hubio. On the call we show you both options with prices. ### How do you handle players at risk? Safer-gambling requests always go to a person. The assistant never offers bonuses or deposits. If a player asks to close the account, it is closed the same day. ### How long is the contract? Month to month. Pay 3, 6 or 12 months in advance and the price drops to €2,700, €2,600 or €2,500 a month.