Respond to player inquiries via live chat and email in a professional and timely manner
Handle escalations related to accounts, bonuses, gameplay, technical issues, responsible gaming, and transactions
Manage complaints professionally and escalate when required
Support marketing campaigns by answering promotion-related queries
Process and review crypto and fiat withdrawals
Monitor payment queues to ensure timely payouts
Investigate missing, delayed, or disputed transactions
Monitor player activity for suspicious behavior
Identify fraud, bonus abuse, multi-accounting, or chargeback risks
Perform KYC and basic AML checks according to procedures
Maintain accurate records and internal notes

2–3+ years’ experience in Payments, Fraud, Risk, or Customer Support within online gaming or iGaming
Strong written and spoken English (additional languages are a plus)
Good understanding of crypto payment solutions and fraud prevention
Experience using analytics tools to identify payment or fraud patterns
Comfortable working in a fast-paced, 24/7 environment
Own laptop suitable for remote work
Experience with Chainalysis or similar tools is a plus

Customer Experience Agent – Crypto iGaming

Key skills