Engagement summary
The player-operations team ran fraud, withdrawal verification and player-safety operations for an anonymized Tier-1 iGaming operator (sportsbook and casino). The work covered know your customer (KYC) checks, anti-money laundering (AML) review of high-value payouts and player support. The operator retained final withdrawal approval and fund release.
- Delivery model
- Managed operations team
- Client Segment
- Tier-1 iGaming Operator (sportsbook & casino)
- Core Systems Intersected
- Sift Science, GeoComply, Zendesk, Actigy BPO AntiFraud Engine
- Scope delivered
- Player verification, withdrawal checks, fraud review and player support
The challenge: 24/7 fraud and player-safety operations at scale
The Tier-1 digital sportsbook faced heavy losses from promotion abuse, account takeovers and chargeback rings. Manual verification backlogs made the problem worse.
Workflow and monthly volume
The player-operations team ran the high-velocity risk and player-safety pipeline from a delivery team in Bulgaria.
Process volume
The team handled these monthly volumes:
- Registrations: 110,000+ user registrations processed per month
- Payout audits: 45,000+ manual financial pay-out audits per month
- Telemetry: 2.5M+ transactional telemetry events screened per month
Team
- Dedicated delivery team: 1 high-risk operations director, 4 senior risk auditors and 42 fraud and player safety specialists on a 24/7/365 shift rotation
Workflow
The team covered four workflows:
- High-value payout checks: Reviewing large withdrawals under the operator's approved AML rules
- Collusion & device fingerprinting: Network and device analysis to catch fraud rings
- Chargeback triage & dispute defense: Evidence packaging and representment
- Responsible gaming interventions: Player-safety signals actioned to policy
Quality assurance model
The QA team ran a zero-hour peer auditing pipeline. Every flag ran through a threat-intelligence engine. A senior risk auditor counter-reviewed high-value shifts.
- Threat intelligence: Every flag enriched and scored
- Peer audit: High-value shifts counter-reviewed by a Senior Risk Auditor
Tools
- Client stack: Sift Science, GeoComply, Zendesk
- Proprietary infrastructure: Actigy BPO AntiFraud Engine (proprietary network analyzer)
What stayed with the client
The client kept core software parameters, marketing reward caps and direct banking integrations. Formal regulatory filings stayed with internal client compliance teams.
Results
The figures below describe this anonymized engagement, not a forecast for another scope.
| Operational Metric | Legacy State | Engagement outcome | Performance Delta |
|---|---|---|---|
| Withdrawal Processing SLA (Over $5k) | 14 Hours | 8 Minutes | 99.0% Speed Improvement |
| Platform Chargeback Rate | 1.45% | 0.12% | 91.7% Loss Mitigation |
| Player Safety Escalation Latency | 3.5 Hours | 45 Seconds | 99.7% Risk Window Drop |
Additional before-and-after key performance indicators (KPIs) (Actigy BPO-reported):
- Fraud losses: The engagement saved $3.8M in fraud losses within 90 days.
- VIP response times: The support team cut VIP response times to 18 seconds.
- Regulatory fines: The case records zero regulatory fines within this operator's international scope; this is not a compliance guarantee.
How the pilot worked
The delivery lead scaled 24/7 cover only after the pilot held.
Timeline to pilot
4 days to configure the platform, secure hardware tokens and track the highest-risk channels.
Timeline to scale
14 days to reach full global coverage across sportsbooks and casino tables.
Services used
This engagement used three services. KYC outsourcing covered player and payout verification, and AML outsourcing covered high-value withdrawal review. Customer support outsourcing covered player and VIP support. For the full iGaming scope, see BPO for iGaming and online gaming.