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The Problem
Players rarely say they have a problem. They ask to reverse a withdrawal, raise a deposit limit or get a bonus to chase a loss. A busy agent answering the question in front of them can miss the pattern across three chats. And every licence words its rules differently, so one wrong promise to a player can become a finding in an audit.
Compliance and RG
RG markers
Cevro checks each conversation for responsible gambling markers such as chasing losses, reversing withdrawals, requests to raise limits, mentions of borrowing or distress, and patterns across several chats. It follows your procedure in the reply and never answers as if nothing happened.
Licence rules
Answers follow the rules of the player’s licence, from self-exclusion and cooling-off to limits, bonus terms and complaints. When a regulator changes a rule, you update it once and every answer follows.
Audit trail
At-risk players go to your safer gambling team with the conversation, the markers found and the account context. Every reply and every decision is logged, so you can show a regulator what happened and why.
FAQ
What are responsible gambling markers in customer support?
Things a player says or asks for that can indicate harm: reversing withdrawals, requesting higher deposit limits, chasing losses, mentioning borrowing or debt, distress, or contacting support far more often than usual. Cevro looks for these in every conversation and across a player’s history.
How does Cevro handle a player who shows signs of harm?
It follows your procedure: it responds carefully, offers no bonuses or promotions, points to safer gambling tools and support services, and passes the player to your safer gambling team with the markers it found.
Does Cevro make responsible gambling decisions?
No. It detects and documents markers and follows your procedure. Decisions such as restricting an account or an affordability review stay with your team.
How does Cevro handle self-exclusion requests?
It applies your process for the player’s licence, confirms what will happen and for how long, and never tries to talk the player out of it.
Can Cevro follow different rules for different licences?
Yes. Rules, wording and procedures are set per licence, and the agent applies the right set based on the player’s account.
How does Cevro help with audits?
Every conversation, marker and hand-off is logged with a timestamp, so you can show what the player said, what the agent did and who reviewed the case.
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 platform and helpdesk, and your compliance team reviews answers in shadow mode before go-live.
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