Turning Sign‑Ups into Lifelong Players

Winning Attention in a Saturated iGaming Market

In iGaming, competition for attention is fierce. Player inboxes are flooded daily with offers: “£200 free spins!”, “50% deposit boost!”.

Superbet, one of Europe’s leading iGaming brands, wanted to change that. Their brief: make onboarding feel personal, distinctive, and aligned with their mission to “Excite the world”.

The challenge wasn’t just to deliver information. It was to deliver an experience that kept players engaged even after the first click. So when SEEN showed them how they could use personalized video to greet each new player by name, with visuals tailored to them, they were intrigued. Could something so simple (...and innovative) have a meaningful impact?

The Stakes: Engage Early, Retain Longer

The first moments after sign-up are decisive. A new player either explores, deposits, and stays. (Or leaves for the next promotion). Superbet’s existing welcome emails delivered the necessary information, but the experience felt transactional.

They wanted something that could: 

• Create a 1‑to‑1 feel at scale
• Integrate smoothly into the existing CRM
• Moved the metrics that matter — FTD, NPS, CTR

SEEN proposed a short, personalized video greeting players by name, with tailored visuals designed to drive engagement from the very first interaction.

Solution: Personalized Video That Is Data‑Smart and Seamless

Instead of another welcome email, Superbet started greeting new players with short, data-driven, personalized video ー content designed to stand out and encourage engagement. Each video spoke directly to the player, making the experience feel relevant and intentional.

Seen.io helped Superbet reimagine onboarding with personalized videos that blended creative impact and technical efficiency. To validate the approach, Superbet launched the campaign with a controlled pilot, testing performance before scaling.

Pilot overview:

• New users split A/B: Generic email vs. email + personalized‑video thumbnail.
• Superbet sends data to SEEN in realtime, allowing personalisation at scale and returning personalized thumbnails and videos to the Superbet CRM.
• The video opens with greeting the viewer by name, then subsequent parts of the video will change based on gender. It ends with a one‑button CTA to deposit and play.

Creative Assets + Data Mapping

SEEN’s personalization platform handled all technical execution; it pulled each user’s name and relevant data, dynamically generated the video, and delivered it via email with a compelling thumbnail. Integration with Superbet’s existing CRM was smooth, with videos automatically triggered as players registered. 

Each video felt like a one-to-one conversation, using subtle gender-based visuals and a personal CTA to make the experience more relevant and engaging. Produced in partnership with Saga Film, the videos combined storytelling with data-driven personalization to deliver a “welcome moment” that aligned perfectly with Superbet’s onboarding flow.

For Superbet’s marketing team, setup was minimal. For players, it felt fresh and personalized ー something they remembered and acted upon.

Why Personalized Video Performs

1. Emotion → Action – Addressing people by their name is much more relatable and creates a stronger connection with the consumer. Being relevant throughout the video helps to retain the viewer because they can see the content is curated for them. Players stick around to see what else feels personal.
2. Video Delivers More Impact – You can show odds boosts, tutorial walk‑throughs, VIP perks in 30 sec — faster and more effectively than text.
3. Automation Keeps Scale – The same pipeline that generates 100 videos can pump 100,000 with zero extra headcount.

Results: Impact That Performance Marketers Can Measure

Within weeks of launching personalized video onboarding, Superbet saw measurable gains across key metrics. Both player feedback and data confirmed that personalized video was driving stronger engagement and loyalty.

Players reported stronger emotional connections and higher motivation to explore the platform. First-time depositor conversions rose meaningfully. NPS saw a substantial uplift, reflecting improved customer sentiment.

Key metrics tell the story: 

✔ First-Time Depositor (FTD) Uplift: The personalized video drove a 2.2 percentage point increase in FTD conversions among new users. More players completed that critical first deposit after experiencing a tailored welcome.

✔ Net Promoter Score (NPS) Lift: Players who received a personalized video had an NPS 86% higher than those who only received an email. This reflects dramatically stronger satisfaction and a greater willingness to recommend.

✔ Higher Player Motivation: In post-onboarding surveys, a staggering 61% of video viewers felt "very motivated" to explore the platform or place their first bet, versus a mere 48% from the plain email group. The personalized approach ignited genuine excitement and curiosity. Players describe the videos as “unexpected,” “fresh,” and “a nice change from the usual flood of emails.” They felt seen. Recognized. Invited to the Superbet experience, not just marketed to.

✔ Email Engagement Increased: Personalized video emails achieved a 77.6% open rate and 48.8% click-through rate during the pilot. At scale, engagement remained strong with a 41.4% open rate and 25.85% CTR, well above typical welcome email benchmarks.

It's rare to see such across-the-board, immediate lifts from a single campaign. New players didn't just engage more; they felt the difference, responding with greater enthusiasm and loyalty from the outset.

Lessons for Performance Marketers

Superbet’s experience is a clear example of how personalization can drive measurable results in iGaming. As Andrei Popa puts it:

“The uplift in positive sentiment and motivation is fueling longer player lifecycles and higher retention rates.”

Why It Worked:

• Emotional Connection Drives Loyalty: Instead of relying on louder campaigns, Superbet made onboarding feel more personal, helping players connect with the brand early and stay engaged longer.
• Effortless Integration, Rapid Results: Seen.io’s platform fit seamlessly into existing workflows, scaling personalization without extra effort or technical overhead.
• Fast Time-to-Value: The results came quickly. Within weeks, Superbet saw higher FTDs, stronger NPS, and players more motivated to explore the platform.
• Video Outperforms Text for Onboarding and Inspiration: Short, tailored videos explained features and promotions faster than long emails—61% of recipients felt “very motivated” to engage versus 48% for traditional emails.
• Automation + Authenticity = Unbeatable Scale: With SEEN's platform, it’s possible to deliver one-to-one experiences to thousands automatically, balancing efficiency with a human touch.

Ready to Raise Your Game?

If you’re aiming for higher FTDs, stronger engagement, and loyalty that shows in the numbers, personalized video can help get you there.

✔ Convert Faster: Turn sign-ups into first-time deposits with tailored onboarding

✔ Boost LTV: Early personal connections build longer, more valuable player lifecycles

✔ Stand Out: Cut through the noise with experiences players remember

Superbet’s results weren’t chance; they’re a replicable strategy for iGaming teams ready to evolve their onboarding and customer communication. Personalization at scale doesn’t have to be complex. With the right tools, it’s measurable, sustainable, and proven to deliver.