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The Problem
Volumes are high and the value of each ticket is low, so cost per contact matters more than in real-money gaming. Purchases go through Apple and Google, which handle refunds, not you. Accounts are tied to Facebook, Apple or guest logins that players lose when they change phone. And your most engaged players expect VIP-level service from a free-to-play game.
Social casino
Purchases
The agent matches the player’s store receipt to your purchase records, restores coins that didn’t deliver, and explains that refunds go through Apple or Google, with the right link for their store.
Accounts
Players who lose a guest account or switch from Facebook to Apple login are walked through recovery using the identifiers your team accepts, and the account and its progress are restored once the checks pass.
Engagement
Daily bonuses, level-up rewards, live events and VIP club perks bring a steady stream of questions. The agent answers from your live event and reward rules and credits missing rewards where your rules allow.
FAQ
What do social casino players contact support about most?
Purchases that didn’t deliver coins, refunds, lost accounts after changing phone, daily bonuses and rewards that didn’t pay, and questions about events and VIP club perks.
Can Cevro refund an in-app purchase?
In-app purchases are refunded by Apple or Google, not by the game. Cevro explains the process with the right link for the player’s store, and restores coins when a purchase was charged but not delivered.
How does Cevro check a missing purchase?
It matches the order ID on the player’s store receipt to your purchase records. If the payment went through and the coins didn’t, it credits them under your rules and logs the case.
Can Cevro recover lost guest accounts?
Yes, using the identifiers your team accepts, such as player ID, device details or purchase receipts. Once the checks pass, the account and its progress are restored.
Why use AI for social casino support?
Because volumes are high and the value per ticket is low. AI answers in seconds at a fraction of the cost per contact, and your team handles only the cases that need a person.
Does Cevro work for social casino apps without cash prizes?
Yes. Answers follow your terms for a free-to-play game: coins have no cash value and can’t be redeemed or withdrawn.
Is player data safe?
Cevro is SOC 2 Type II certified, masks personal data, runs with zero data retention and logs every interaction. Access follows the permissions you set for each team.
How long does it take to set up?
Deployment runs in weeks. Cevro connects to your player database, purchase records and helpdesk, and reads your reward and event rules, then runs in shadow mode first.
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