Services

Finnish support for the cases players actually bring you.

The scope is agreed with each operator. We handle the player communication and first-line work that fits the service, then route specialist decisions to your internal teams.

What we handle.

Accounts and access

Registration, login, account access and common account questions.

Deposits and withdrawals

Player communication about payment status, expected next steps and approved troubleshooting.

KYC guidance

Clear Finnish guidance through the identity and document verification process. Final decisions stay with the authorised function.

Bonuses and games

Bonus terms, campaigns, game questions and first-line investigation based on the operator's rules.

Responsible gambling

Sensitive player conversations are handled by trained agents using the operator's approved procedures and escalation rules.

Escalations

Structured handover to KYC, payments, compliance or technical teams with the relevant conversation context.

Channels

Start with the channels you need.

The service can begin with live chat only, then expand to email and broader coverage as Finnish volume grows.

Live chatReal-time Finnish support during the agreed service hours.

EmailCases that need a longer explanation, follow-up or document-based communication.

Peak coverageAdditional coverage can be planned for launches, campaigns, holidays and known traffic spikes.

24/7 by agreementContinuous Finnish coverage can be arranged when required. Staffing, service levels and launch timing are agreed in advance.

Responsibility

The line between support and specialist decisions stays clear.

Helsinki Desk communicates with the player, handles routine support and gathers the information needed for escalation. Operator-controlled decisions remain with the authorised team.

Helsinki DeskPlayer communication, routine support, approved guidance, information gathering and first-line investigation.

Operator specialist teamsFinal regulatory, KYC, AML, payment, account-restriction and other decisions reserved for authorised specialist teams.

Pricing

Priced as a managed service.

The monthly scope reflects the service hours, expected Finnish contact volume, channels, case complexity and agreed service levels.

Capacity-based scopeThe monthly service is sized around agreed coverage and expected Finnish volume. If volume changes materially, the scope is reviewed together.

Scope before priceWe first define service hours, channels, expected volume, case complexity and service levels, then price the operation around that scope.

Pilot first if usefulA four-week pilot can provide real volume data before a broader ongoing service is agreed.

Need a narrower or broader scope?

We define the service around your hours, contact volume, channels and internal escalation model.

Discuss the scope