Exclusive: Carla Dualib explains why technology has become the centre of iGaming in Brazil
From a scenario with virtually no rules, Brazil has become one of the most closely watched regulated environments in the world. For those working behind the scenes, especially in technology companies, this has changed everything. And it is precisely about this shift that Carla Dualib, Business Manager Brazil at SOFTSWISS, brings a very practical perspective from someone who lives this day to day.
According to Dualib, the main change has been the role of technology within the market. If it was once seen merely as operational support, it has now become a central part of regulation itself. It is no longer possible to separate one from the other. Platforms must be built ready to deal with requirements such as identity verification, transaction monitoring and responsible gaming tools. As she puts it: “technology is no longer just support, and has become a central part of regulation”.
This shift has brought about a concept that is becoming stronger every day: so-called compliance by design. In practice, this means that solutions are already developed with the rules of the game in mind from the start, rather than being adapted afterwards. For global companies that already operate in regulated markets, this can make entering the market easier. In Brazil, however, there are particularities that have required a deeper level of adaptation.
One of the clearest examples is PIX, a payment system managed by the Central Bank of Brazil. The way Brazilians handle payments has completely changed the dynamics of platforms. Practically instant deposits and withdrawals have become the standard, and this requires an infrastructure capable of handling high volume and speed. In addition, there are issues such as KYC (Know Your Client) and specific local regulatory rules, which are not the same as those in Europe.
To better understand this moment in the market, it is worth looking at the data. The Blask Index, an indicator that measures the level of interest in iGaming in the country and many other market insights, clearly shows this evolution in Brazil.
Carla points out that it was not only a technical matter, but also a cultural one. “Entering Brazil is not just about translating the product and adapting payments. It is necessary to understand Brazilian consumer behaviour,” she explains, and this is exactly where many companies still make mistakes.
In an increasingly competitive market, choosing the right technology has become a strategic decision. And, according to Dualib, the most common mistake is thinking only about the short term. Opting for cheaper or more limited solutions may work at the beginning, but it hinders growth later on. The platform defines how much an operator can scale, adapt to changes and keep up with regulatory evolution.
Another important point is that infrastructure today goes far beyond payments and KYC. It involves credibility, experience gained in other markets and the ability to evolve constantly. As she puts it: “The most common mistake is choosing technology based only on initial cost or the short term. The technology platform is the core of the entire operation.”
When it comes to innovation, there is active discourse in the sector, but it is not always clear. For Carla, in 2026, innovating is not just about creating something new, but about making better use of what already exists, especially data and artificial intelligence. These tools have two key roles: improving the player experience and strengthening critical areas such as fraud prevention and risk management.
In addition, there is the concept of “intelligent compliance”, where regulatory processes are automated and integrated directly into technology. This reduces friction, increases efficiency and improves the security of the ecosystem. “Innovation today means making the market more efficient, safer and more sustainable”.
Carla’s career also helps explain this perspective. Before entering iGaming, she worked in areas such as public innovation, social impact, anti-fraud and sports marketing. This background provides a more complete understanding of the market, from the regulator to the end user. For her, this makes a difference in building business. It is not just about technology, but about understanding the ecosystem as a whole and building relationships based on trust. In the end, this is what sustains long-term partnerships.
This perspective also appears when it comes to social responsibility. Her participation in the AI for Good programme, linked to the UN, brought an interesting view on the use of technology to generate real impact.
According to Carla, iGaming already has enough tools to move from a reactive model to a preventive one. With data analysis and artificial intelligence, it is possible to identify risk patterns before they turn into a problem. This completely changes the logic of the sector. “With data, we can anticipate behaviours and act before the problem happens,” she explains. And this may be one of the most important paths for the future of the industry.
But in practice, this progress is still evolving. Although technology already allows for this level of sophistication, not all operators are at the same stage of maturity. Many still operate more reactively, whether due to technical limitations or a lack of long-term strategy. And this is exactly where technology companies play a role: not only to provide tools, but to help raise the standard of the market as a whole.
Another point that is starting to gain more attention is business sustainability. For a long time, the focus was almost exclusively on user acquisition. Now, with clearer regulation and more intense competition, retention, experience and responsibility are becoming much more important. This completely changes how platforms are designed, from architecture to user-facing features.
This article was originally published in Portuguese on 26 March 2026.
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