Internal Communication & Escalations

When making escalations, it is important to consider that in customer service, it is crucial to maintain the privacy and integrity of the information we handle.

To ensure compliance with company policies and data protection regulations, we do not contact other departments directly. This practice helps us avoid the unintentional sharing of information that may not be appropriate or permissible to disclose to customers.

Instead, we use our designated channels that we share with other departments, though not with the main chat they might have for solving their queries. You can find the following channels in Slack for ustomer service escalations:

• CS-Payment: This channel can be contacted in case you need to escalate anything that has to do with deposits, withdrawals or accounting from a a customer.

• CS-Risk: This channel can receive cases that have to do with the account's status, reviews, security issues and limit increase requests for the sportsbook and c asino.

• CS-Tech: You should escalate all technical issues that are found in the site, features that are not working or customers complaining about a collective issue on the site.

This approach protects both the company and the customer, fostering trust and professionalism in our service.