iGBOps - iGaming Back Office Operations
- the future -of iGaming ops
Our Core
One coordinated unit covering Player Support, Risk & Payments, and Retention/CRM — with clear SLAs, live dashboards, and fast scaling.
Comprehensive iGaming Operations
Specialized teams that plug into your stack and run the back office as if it were in-house.
Player Support
24/7 multilingual L1/L2/L3 support via chat, email, and phone — fast first response, empathetic tone, and clean escalations.
- 24/7 Multilingual Coverage
- VIP & High-Value Player Care
- Technical & Account Troubleshooting
- Responsible Gaming Checks
Player Support
We build a support playbook around your tone of voice, macros, and escalation paths. Supervisors and QA monitor quality daily, while weekly reporting covers CSAT, FRT/ART, backlog health, and top drivers. We work in your tools (Zendesk/Intercom/Freshdesk, Slack, Jira, etc.).
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Risk & Payments
L1/L2-managed fraud prevention, KYC/AML operations, withdrawals, and chargebacks — protecting revenue and keeping payments flowing.
- Fraud Detection & Prevention
- KYC/AML Verification
- Chargeback Management
- Payment Processing
Risk & Payments
Daily transaction monitoring and manual review queues, withdrawal verification, chargeback playbooks, and 3DS/rules tuning. We coordinate with your PSPs and KYC providers, keep clear evidence trails, and escalate exceptions to your compliance/finance owners with defined SLAs.
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Retention & CRM
Data-driven lifecycle and VIP retention: segmentation, campaigns, bonus execution, and reactivation — aligned to LTV and churn goals.
- Player Lifecycle Management
- Bonus & Promo Execution
- Churn Prevention
- VIP Reactivation
Retention & CRM
CRM calendar planning, offer governance, VIP host enablement, churn triggers, and A/B testing. We execute campaigns in your CRM stack and report on LTV uplift, churn, reactivation, promo ROI, and player feedback — so retention becomes predictable, not reactive.
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From first contact to complex escalations, we help iGaming operators protect revenue, support players, and scale operations with dedicated multilingual back‑office teams, clear SLAs, and continuous QA across every channel.
Led by iGaming Operators
Leadership with hands-on experience in sportsbooks, casinos, PSP ops, fraud, and CRM. We assemble and coach delivery teams for your brand.
AV
Alex V.
10+ years running multi-language L1/L2 operations across chat, email, and phone. Built QA frameworks, knowledge bases, and escalation models for tier-1 operators.
MK
Maria K.
Fraud and payment operations lead with deep experience in KYC/AML workflows, chargeback defence, and PSP coordination across multiple markets.
DR
David R.
Lifecycle CRM strategist focused on LTV growth: segmentation, promo governance, VIP journeys, and reactivation programs grounded in data.
SL
Sarah L.
Owns onboarding, SLA governance, and cross-team delivery—ensuring smooth integration, consistent quality, and measurable results from day one.
TIER 1 SPORTSBOOK
35%
Reduction
in chargeback rates within 60 days
Implemented proactive fraud monitoring, dispute playbooks, and 3DS optimisation rules.
Real Results
We don't just promise performance. We deliver measurable impact on your bottom line.
CRYPTO CASINO STARTUP
2.5x
Increase
in VIP player retention
Deployed a dedicated VIP host function with personalised offer governance and reactivation flows.
LATAM OPERATOR
< 9
Seconds
average first response time
Scaled support from 0 to 20 agents in 2 weeks for a market launch, with QA and live monitoring.
Simple, Transparent Process
From initial audit to full operation in weeks, not months. Each step is measurable and aligned with your iGaming KPIs.
1
Discovery & KPI Alignment
We review your current setup, volumes, and targets to define SLAs/KPIs and the right team structure.
2
Onboarding & Integration
We connect to your back office, tooling, and communication flows — and train the team on your brand voice and policies.
3
Go-Live & Continuous Optimisation
We launch full coverage and continuously improve via QA, coaching, and performance reporting.
Flexible Engagement Models
Choose the model that fits your stage. Scale up or down as needed—without operational chaos.
Per Ticket
Startups & Low Volume
Pay for completed interactions/tasks. Ideal for early-stage operators or fluctuating volumes.
Dedicated Agents
Established Brands
Full-time agents dedicated to your brand. Maximum control, stability, and performance ownership.
Subscription
Predictable Growth
Fixed monthly fee for a defined scope and volume—easy forecasting and stable delivery.
Hybrid Model
Enterprise & Events
A core dedicated team plus flexible capacity for peak times, promos, and major events.
Why operators trust us with their players
We don't just answer tickets. We protect revenue, strengthen player relationships, and keep your brand reputation impeccable.
SLA-Backed Performance
We contractually define response times, resolution targets, and QA standards.
Deep iGaming Expertise
Teams trained specifically on casino/sportsbook operations and player behaviour patterns.
Compliance-Ready
Processes designed to support UKGC, MGA, Curaçao, and local requirements (KYC/AML, RG, audit trails).
Fast Deployment
Launch a ready-to-go team quickly, then scale with predictable onboarding.
Full Transparency
Real-time access to dashboards, ticket queues, and agent performance — no black box.
Multilingual Native
Native-level multilingual support for key markets, on demand.
0% Client Retention Rate
Our partners stay because we deliver consistent value and growth.
Enterprise-Grade iGaming Operations
Specialized teams and proven processes that scale with your business, delivering consistent quality and measurable results.
< 4w
Launch time
Rapid team deployment with ready-to-go specialists, streamlined onboarding, and immediate integration into your existing workflows and tools.
24/7
Global Coverage
Multilingual support teams across multiple time zones, ensuring seamless operations and consistent service quality worldwide, day and night.
< 2min
Response SLA
Industry leading speed with contractually guaranteed response times, ensuring players receive immediate attention and rapid issue resolution.
Up to 40%
Cost Saving
vs. in-house teams through optimized operations, reduced overhead, and scalable resource allocation without compromising service quality.
Questions we get from iGaming teams
If it matters for operations, we’ve probably answered it below.
Typical onboarding takes 3–5 weeks depending on scope, tooling access, and training depth. If you need urgent coverage, we can start with an interim team in 10–14 days and expand as the full playbook is finalised.
We agree on SLAs/KPIs upfront and report weekly and monthly. Common metrics include first response time, resolution time, CSAT, backlog health, QA score, KYC/withdrawal turnaround, chargeback ratios, and retention outcomes—aligned to your business goals.
We work in your environment: back office, CRM, ticketing, KYC provider, PSP dashboards, and comms tools. We follow your processes and policies, document everything, and introduce improvements only when agreed and measurable.
Yes. We design a staffing model with a core team and a scaling layer. Volume spikes (events, promos, launches) can be covered via flex capacity, while long-term growth is handled through a predictable hiring and training pipeline.
Ready to scale your iGaming operations?
Stop worrying about hiring, training, and shifts. Let us run the operations while you focus on growth.