Winpot is one of Mexico's leading iGaming brands, growing on every axis at once: more players, more products, a new market launch, and a World Cup on the calendar.

Every question about bonuses, deposits, withdrawals, KYC verification, and account access landed on the support team.

That volume doesn't arrive evenly. It spikes around big matches, promotions, and payouts, exactly when players are least patient and most likely to churn.

Key priorities were clear: resolve issues end-to-end instead of just routing tickets, absorb World Cup-level demand without a hiring surge, and keep resolution rates high while launching in a new market at the same time.

The operational reality was stark: growth, a new market launch, and the World Cup were converging at once. Winpot needed support capacity tied to systems, not headcount. This is where Cevro's AI Player Support Platform and Solution Engineering team came in.