Customer Services

Our services at a glance

As your specialised partner for customer relationship management in the gaming industry, we are developing customised solutions for you, around the topic customer communication. Our prime goal is here, to transform every customer contact in a positive experience and to assure that your players and you will profit through the contact. Our employees using always the optimal medium for the dialogue with your customers – whether classic communication paths or online- and social media paths.

FIRST LEVEL SUPPORT

Inbound Customer Support as overflow- / marginal time solution or outsourcing concept

Services

  • Direct contact with the player via chat, e-mail and phone in German and English
  • Supporting the players while using the website (product support)
  • Supporting if problems during promotions (bonus support)
  • Contact person for the players if problems during payment transactions (payment help)
  • Contact person for the players with difficult gaming behaviour (responsible gaming / compliance with the guidelines for player protection)
  • Identification of your customers in daily business (operational KYC)

SECOND LEVEL SUPPORT

For your existing First Level Support – as overflow- / marginal time solution our outsourcing concept

Services

  • Processing deposits and withdrawals (payment management)
  • Recognition and verification of suspicious payment transactions (fraud management/AML)
  • Recognition and verification of suspicious gaming transactions (fraud management/AML)
  • Continuous evaluation and improvement of the player protection (responsible gaming)
  • Optional: Providing responsible gaming manager, money laundering reporting officer and data protection officer (compliance)

KNOW YOUR CUSTOMER

Verification, following the regulations of the 4th European Money Laundering Directive and all European national laws

Services

  • Verification of the player identity (player ID)
  • Verification of the payment method (payment ID)
  • Storing the data according to the German privacy legislation
  • Verification of all information through the use of recognised data sources (e.g. SCHUFA) and digital copies of documents

AFFILIATE MANAGEMENT

We accept all administrative tasks of your affiliate program and monitor transactions of attempted fraud

Services

  • Fraud Prevention
  • Processing of affiliate settlements (Reconciliation)
  • Identity verification of affiliate partners (KYC)

CUSTOMER RETENTION MANAGEMENT

Maximise your value of an optimal activation of your player database and lower with us the churn rate of your players

Services

  • Clustering your player database
  • Creating bonus programmes
  • Creating and sending Newsletter
  • Monitoring and maintenance of the website content
  • Set-up and development of a VIP program (VIP Care)