Customer Support Solutions
for iGaming Operators
Structured, 24/7 multilingual support with dedicated teams. From day to day player assistance to VIP handling - we help you scale without losing control.
Our Services
Complete support solutions designed exclusively for the iGaming industry.
Live Chat & Messaging Support
Round the clock live chat coverage ensuring players always receive immediate, professional assistance.
Affiliate Introductions
We recruit, vet, and onboard affiliates into your program — paid on first FTD, not a monthly recruiting seat.
VIP Customer Support
Dedicated VIP agents, priority routing, and retention reporting — top players do not wait in the public queue.
Multilingual Support
Native-level agents in the languages players actually use — same playbook, same QA, same brand voice.
Quality Assurance & Reporting
Closed-loop QA: scorecards, weekly calibration, coaching, and monthly proof that quality is moving.
Consulting
Staffing, playbooks, and KPI design for an iGaming desk — an operating model, not a generic CX workshop.
Built around iGaming operations
One vertical. The workflows operators actually run - not a generic contact-center script.
Online Casino
Bonuses, cashier, game issues, KYC, and responsible gaming handled by agents who already know casino ops.
Sportsbook
Live-betting peaks, settlement disputes, and odds questions covered with staffing that flexes around match calendars.
Crypto Casino
Wallet, deposit, and VIP flows for crypto-native players - treated as product issues, not generic cashier tickets.
Studios & Aggregators
White-label and B2B support that protects your brand while staying inside the operator's tools and SLAs.
Built for iGaming. Backed by Experience.
AurisCare was founded on a clear focus: iGaming operators need a support partner that understands the structure and demands of the industry. We do not spread ourselves across industries. Everything we build, from team structure to workflows and quality control, is shaped around the pace, pressure, and complexity of online gaming.
Marcus Hale
Co-Founder & CEO
I work with operators on the model, the hours, and what a dedicated team should own. My job is that the partnership still holds after go-live — not only in the first call.
Daniel Park
Co-Founder & COO
Over three years running support operations, including VIP desks at a crypto casino. I build the roster, the playbook, and the reporting your ops lead can actually use.
Andrei Popescu
Head of Support
I run the floor — live chat, email, and VIP. Same agents, same tone, and peak hours staffed on the same team, not a shared overflow queue.
Luis Navarro
Head of Quality
I own the scorecard, weekly calibration, and the reports that show whether quality is actually moving — not a single vanity score.
Partnership Roadmap
A clear path from launch to results.
Introduction
- Initial call and understanding your needs
- Understanding your platform and player base
- Defining goals, KPIs, and service scope
Onboarding
- Team onboarding and platform integration
- Initial agent training on your brand and processes
- Go-live with full support coverage
Optimization
- Performance data review and workflow refinement
- Quality benchmarks established and tracked
- First reporting cycle delivered
Retention Impact
- Improving in player satisfaction scores
- Reducing churn through proactive support strategies
- Implementing first VIP program improvements
From Here Onward
- Higher player LTV
- Understanding patterns before they turn into problems
- Sustainable revenue growth
Why AurisCare
We deliver structured and consistent support you can actually rely on, with no unpredictability and no empty promises. What we commit to, we deliver through clear standards, transparent reporting, and a team that operates as a true extension of your business.
What you actually buy
A dedicated operating model with agreed SLAs, audit-ready QA, and reporting your ops team can use.
Dedicated pods
Your players talk to a trained team that stays on your brand - not a rotating shared queue.
SLA-backed FRT
First-response and CSAT targets are agreed up front and reviewed every reporting cycle.
QA you can audit
Sampling, calibrations, and scorecards shared with your ops lead - not a black-box quality score.
Operator reporting
Volume, FRT, CSAT, VIP flags, and recurring issues. No vanity dashboards.
Your stack
Live chat, CRM, and ticketing you already run. We embed - we do not force a platform switch.
Compliance-ready shifts
PCI, SOC 2, ISO 27001, and responsible-gaming workflows sit inside the roster, not a slide deck.
How It Works
Tell Us Your Needs
Share details about your platform, player volumes, required languages, and support expectations. We listen first, then build around your requirements.
Team Built & Integrated
We recruit, train, and embed a dedicated support team tailored to your brand, tools, and workflows.
Monitor & Scale
Quality is tracked continuously. As your platform grows, your support operations scale seamlessly with it.
How the desk runs after go-live
Channels, languages, and a reporting cadence your ops lead can run without chasing us.
Live chat
Primary player channel. Queue rules and macros live in your tool, not a side system.
Email & tickets
Cashier, KYC, and longer cases stay on the same pod - not a second vendor.
In-app & CRM
Notes and player flags written where your VIP team already works.
Social & messaging
In scope when you need it. Same brand voice, same QA sample.
Languages in roster
- English
- German
- Spanish
- French
- Italian
- Russian
- Portuguese
- Turkish
Daily
QA sample
Spot checks on FRT, tone, and responsible-gaming flags before the next shift.
Weekly
Ops report
Volume, CSAT, VIP exceptions, and the issues that repeated - sent to your ops lead.
Monthly
Calibration
Scorecard review together. Playbook updates, not a slide dump.
Embeds into your stack
- Zendesk
- Intercom
- Salesforce
- LiveChat
- Freshdesk
- Your CRM
Affiliate Introductions
We manage your entire affiliate operation, from recruiting high-converting partners to optimizing performance and relationships. Delivering results, without commitments.
Hybrid Model
Pay per affiliate we bring
affiliate we bring
- €250 per affiliate brought by us
- 10% ongoing revenue share on performance
- Triggered on first FTD
- No monthly commitment
- Full recruitment & onboarding
- Performance tracking
How the partnership feels in production
What ops leads care about after go-live: FRT, VIP handling, and a team that already knows the product.
“They did not need a month to learn casino language. FRT held through a promo weekend and VIP tickets stayed with the same agents.”
“Reporting is usable. We see volume, CSAT, and the issues that keep coming back - then they actually change the playbook.”
“Crypto cashier tickets stopped bouncing between queues. The pod treats wallet and VIP as product, not generic chat.”
Things You Might Want to Know
Let's Talk
A short introduction call to map volumes, languages, and VIP load - then a clear view on whether a dedicated team fits.
- 20-minute intro, no generic pitch
- Coverage, languages, and SLA expectations mapped
- Honest fit check before you commit to a pod