US iGaming only
24/7 iGaming customer support for US operators
Chat, email, voice, VIP, KYC, payments, and responsible gaming for US operators, platforms, and sweepstakes companies. Staffed 24/7.
02Coverage
Twenty-four hours of player operations
What the team handles changes by the hour. Coverage stays 24/7.
02:00 ET
Overnight withdrawals
A VIP withdrawal is still open on a Saturday night. The night lead works it from the playbook.
- 02:00 ET. Overnight withdrawals. A VIP withdrawal is still open on a Saturday night. The night lead works it from the playbook.
- 07:00 ET. Morning handover. The Eastern morning shift takes the work overnight could not close. Open items are written down.
- 12:00 CT. KYC before payout. A large cash-out is flagged. The agent records the check. The payout decision stays with the operator.
- 16:00 PT. Launch-day volume. A state goes live in the Pacific afternoon. The roster was sized for the extra contacts.
- 21:00 ET. Responsible gaming. A self-exclusion is handled by a person, logged before the shift ends, and kept inside the operator’s program.
- 23:30 MT. Sweepstakes redemptions. A redemption follows sweepstakes rules. Gold Coins and Sweeps Coins are not treated as the same request.
03Why outsource
Why iGaming companies outsource player support
Night coverage, identity checks, and launch-day volume are hard to staff in-house. The queue does not wait for a new hire.
- 01
Overnight withdrawals
A withdrawal comes in after hours. The night shift handles it instead of leaving it until Monday.
- 02
KYC before payout
A large cash-out is flagged. The agent follows the playbook and records the check. The decision stays with the operator.
- 03
Launch days
A new state goes live on top of a normal week. The roster is sized for the extra volume.
- 04
Responsible gaming
A self-exclusion is actioned and logged inside the operator’s program. It is not treated as a generic ticket.
04The work
iGaming support services
Player Support
Chat, email, voice, and the VIP desk.
- iGaming Customer SupportManaged player support across accounts, payments, verification and complaints.
- Live Chat SupportIn-session player help, staffed around the clock inside your helpdesk.
- Player SupportAccount, bonus, gameplay and payment queries across the player lifecycle.
- Email & Voice SupportTicket queues and inbound phone teams for complex and sensitive issues.
- VIP Player SupportPriority routing and senior agents aligned to your VIP program.
Player Operations
Identity, payments, and responsible gaming.
- KYC & Verification SupportPlayer guidance and document queues, with identity decisions kept by you.
- Payments SupportDeposit, purchase, withdrawal and redemption queries, escalated with a clear trail.
- Responsible Gaming SupportLimits, cool-off and self-exclusion handled inside your responsible gaming program.
- Customer OperationsWorkforce, knowledge, QA, reporting and player retention support around the queue.
Teams & Technology
The roster, the languages, and the tools.
- Dedicated Support TeamsA team that works only on your brand, your tools and your playbooks.
- Multilingual SupportNative-level US English and Spanish, with further languages on request.
- AI Customer SupportTriage, drafting and QA assistance, with humans in control of judgment calls.
- 24/7 SupportCoverage with no dead hours across US time zones, weekends and peak events.
What the operation includes
- Coverage
- 24/7/365
- Shifts
- Three
- Clocks
- ET · CT · MT · PT
- Channels
- Chat, email, voice
- Targets
- Set in the contract
05People
People send the player messages
Software can sort the queue and draft a reply. A person handles VIP withdrawals, KYC holds, and self-exclusions.
Where tools help
Triage, tagging, a draft the agent edits, search, a wider QA sample.
Where people lead VIP
VIP, responsible gaming, disputes, complaints, identity.
06The company
Why the company is US-focused
Founder, iGaming Operations
I started iGaming Operations because player support in this industry was being treated like a generic queue. Operators, sweepstakes platforms and gaming-technology companies serving US players do not have a generic player. They have time zones, redemption rules, identity checks and responsible-gaming duties that have to hold at two in the morning.
The company is US-focused on purpose. The products, the languages and the way a night shift hands work to the morning are specific. I wanted an operation built around that, not a vertical added to a roster that covers unrelated industries the same week.
Operations come first. Coverage, playbooks, quality review and escalation are the offer. Technology can draft, tag and widen a sample. It does not replace the judgment a VIP conversation, a verification hold or a responsible-gaming contact requires.
07Onboarding
How an engagement runs
Discovery, a written proposal, training on your playbooks, a limited pilot, then scale when a state or product launches.
- 01
Discovery
We map channels, states, contact reasons, and the tools of record. You mark what stays with the operator: policy, brand voice, and regulated decisions. If the fit is wrong, the work stops here.
- 02
Proposal
Coverage hours, roster shape, and price are written after that map. The proposal names the queues, the escalation path, and the QA sample.
- 03
Training
Agents learn the product, the brand voice, and the helpdesk login. Payments, KYC, and responsible gaming are separate playbooks, each with the escalation rule for that queue. Macros are yours. We do not paste a generic script over them.
- 04
Pilot
A limited queue goes live. Reviewers score the same contacts for accuracy, policy, tone, compliance, and resolution, then coach against the gaps. The morning handover is rehearsed before the roster grows.
- 05
Scale
Headcount and specialist queues move when a state or a product launches, using the same playbooks. Targets for response and sample rate are the ones written in the contract.
iGaming support FAQs
What iGaming support services do you offer?
We provide player support and the customer operations around it for US iGaming companies. That includes live chat, email and voice, VIP, KYC, payments, responsible gaming, dedicated teams and AI-assisted support. iGaming customer support outsourcing is the managed program. The full list is on all services.
Do you support sweepstakes platforms?
Yes. Sweepstakes is a first-class segment, not a footnote. Agents are trained on Gold Coins, Sweeps Coins, purchases, redemptions, restricted-state eligibility and your official rules. Start with sweepstakes gaming and payments support.
Do you only work with US companies?
The company is built exclusively for the US iGaming industry: operators, sweepstakes platforms, online gaming platforms, startups and gaming-technology companies serving US players. We are not a generalist BPO with iGaming as one tile among many.
How fast can a team go live?
It depends on channels, hours, languages, and how ready your playbooks and access are. The sequence — discovery, training, pilot, scale — is on why us.
Do you work inside our helpdesk?
Yes. Agents work in the helpdesk, chat platform, and CRM you already run, with named access. Teams are trained on Zendesk, Intercom, LiveChat, and Salesforce, and on other tools when those are yours. Players stay on the widget they already use.
How do you use AI?
AI assists with triage, drafting, summaries, translation help and QA sampling. People send the sensitive messages and own VIP, responsible gaming, disputes and identity decisions. The split is written down on AI customer support.
How do you handle responsible gaming and KYC?
Both are specialist parts of the operation, not a paragraph in a chat script. Agents follow your procedures, record what they did, and leave regulated decisions with you. See responsible gaming support and KYC support.
How is pricing structured?
Typically per agent or per program, once channels, hours, and contact mix are known. A consultation produces a proposal for that operation.