Trusted by 100+ iGaming brands
The Problem
“Where is my withdrawal?” is one of the most common questions in iGaming support. The answer depends on the payment method, the player’s verification status, pending checks and your internal rules, spread across several systems. Agents look it up by hand, players ask again, and the payments team spends its day answering chasers.
Payments and KYC
Withdrawals
The agent checks the withdrawal in your platform and payment provider, sees whether it is pending, approved, sent or held for a check, and tells the player exactly that, with the expected time for their method.
KYC and source of funds
Cevro tells players which document is missing or was rejected and why, guides the upload, and explains source of funds requests in plain words. Decisions stay with your KYC and AML team.
Deposits
Declined cards, missing deposits and method limits are answered with the actual reason from the provider. Your payments team gets only the cases that need a person, with the transaction details attached.
FAQ
Why do players contact support about withdrawals so often?
Because withdrawal timing depends on things the player can’t see: the payment method, pending verification, source of funds checks and internal approval steps. When they can’t see the status, they ask.
Can Cevro check a withdrawal’s real status?
Yes. Cevro connects to your platform and payment providers and reads the status of each transaction, so the answer reflects what is actually happening.
Does Cevro make KYC decisions?
No. It checks verification status, explains what is needed and guides the upload. Approvals, rejections and AML decisions stay with your team.
How does Cevro explain source of funds requests?
In plain words and your approved wording: why the check is needed, which documents are accepted, and how long the review takes, so players send the right documents the first time.
Which payment methods does Cevro support?
Cards, bank transfers, e-wallets, local methods and crypto, depending on your providers. The agent answers for the method the player used.
What happens when a case needs a person?
It goes to your payments or KYC team with the transaction and conversation attached, so they don’t need to ask the player again.
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 go live?
Deployment runs in weeks. Cevro connects to your platform, payment providers and KYC tools, reads your payments and verification policies, and runs in shadow mode so your team can check answers before players see them.
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