KTO made the shortlist for major Brazilian CX award

KTO has been nominated for the 2025 Reclame AQUI Awards in the ‘Sportsbook (Bets)’ – ‘Megaoperations’ category. The award recognises exceptional customer service, and voting opens on 1 September and closes on 31 October.

To be eligible, companies must have received a ‘Good’ or ‘Excellent’ rating on the brand reputation platform. Alternatively, they can obtain the RA1000 label. This final score reflects brand trust, and is calculated by averaging responses to complaints, resolution rates, consumer ratings, and intent to repurchase.

KTO was rated ‘Excellent’ and responded to every complaint received over the last six months. To achieve this, the CX Special Cases Team was created specifically to handle Reclame AQUI queries. Due to its ability to build meaningful customer relationships, the department is referred to as the ‘heart’ of KTO by Letícia Schuck, the CX Special Cases Team Leader.

“This nomination for such a prestigious customer service award reinforces all our endeavours, dedication and commitment as a team. We are extremely proud and grateful”, says Schuck.

Although the CX Special Cases team was recently established, Letícia recalls that KTO has always prioritised the customer experience.

“This nomination for the Reclame AQUI Awards reflects an enduring effort. Although this recognition has come relatively soon after the creation of CX Special Cases, this nomination represents much more than a one-off result. It symbolises the quality of support we had been offering since KTO’s early days”, she explains.

“This nomination for the Reclame AQUI Awards reflects an enduring effort. Although this recognition has come relatively soon after the creation of CX Special Cases, this nomination represents much more than a one-off result. It symbolises the quality of support we had been offering since KTO’s early days”.

Letícia Schuck, CX Special Cases Team Leader.

The Customer First 

Marcelo Sartori, KTO’s Chief Operating Officer (COO), also credits the company’s engagement as being a crucial factor.

“t’s gratifying to see how this project, which was conceived with such care and attention, has become a key differentiator for KTO. Reclame AQUI’s recognition simply confirms what we already knew: that we have an extraordinary team who spare no effort to provide our players with the best possible experience”.

Thus, according to Sartori, the nomination is also an acknowledgement of KTO’s culture.

“Seeing KTO among the nominees for the Reclame AQUI Awards was a great source of pride. This reflects the consolidation of a truly customer-centred culture, more than public recognition”, Sartori notes.

“It’s gratifying to see how this project, conceived with such care and attention, has become a key differentiator for KTO. The recognition from Reclame AQUI simply confirms what we already knew: that we have an extraordinary team who spare no effort to provide our players with the best possible experience”.

Marcelo Sartori, Chief Operating Officer.

As Marcelo Sartori points out, Leticia Schuck and Fernando Heller, the Head of Customer Support and Contact Centre, also played an important part in securing KTO’s first nomination for the Reclame AQUI Awards.

“I am proud to highlight the leadership of Fernando Heller, whose vision and commitment to quality have raised the bar for our service standards. Special recognition also goes to Letícia Schuck, who has transformed the CX Special Cases team into a benchmark for agile and efficient service”.

Additionally, he emphasises the importance of the team’s collective participation.

“The Customer Experience team, particularly the CX Special Cases Centre, has played a pivotal role in this journey. While the creation of the department was a strategic decision, its success has ultimately been possible thanks to the talent and dedication of everyone involved”.

Driving Excellence

In recent years, the customer experience has become a key influence on the consumer journey. A  survey conducted by ENV Media in July, for example, shows that, for 45.1% of Brazilian sports bettors, reliable customer service is the third most important factor when choosing an operator. It only falls behind fast and secure payment methods (52.4%) and attractive bonuses or promotions (49.1%).

As a company committed to excellence, therefore, KTO naturally offers players more than just solutions.

“Our goal is broader than just resolving an issue; we want to understand the player and assure them of our support. We want them to know that our employees will handle their situation with the necessary attention, care and diligence”, points Schuck.

“Our goal is broader than just resolving an issue; we want to understand the player and assure them of our support. We want them to know that our employees will handle their situation with the necessary attention, care and diligence”.

Letícia Schuck, CX Special Cases Team Leader

According to Letícia Schuck, the secret to outstanding results is a combination of both continuous learning and empathy.

“At KTO, we are constantly committed to training our entire team. Our aim is for customers to receive efficient, empathetic service with solutions that meet their needs, regardless of the channel”.

In a landscape where customer experience is the key differentiator, this nomination demonstrates that KTO is more than just keeping pace — we’re setting the standard.