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they don’t even know they need. We have also invested in our development capability. We have a development team of 55- 60 in-house developers building tools, features and functions for our merchants. We're always striving to automate, automate, automate. So even though we still have that hands- on relationship with the merchant, in the background we’re running highly automated systems, and that's one of our core strengths. Another important part for us has been our 24/7 CSR center. Sometimes customers encounter problems or they get confused, and at that point they reach a brick wall with most payment service providers in this marketplace. That forces the consumer to try to figure out their own issue. What happened? How come I didn't see the money transfer? Whereas we'll hand hold the consumer through our CSR centers; we'll see that a person has been having difficulty and we'll either communicate directly with them or through a chat bot. By hand holding the consumer who has been having issues we see an eight to 10 percent uptick in completed transactions overall in a month. When you're dealing with tenths of percentages making a difference to the merchant overall, that's a huge difference. That's a big differentiator for us. SP: At the end of the day, there's an important similarity with the online gaming operators. It's all about the customer experience, right? GF: Yeah, we're doing what we can on our end to facilitate that seamless experience and allow that consumer to move their funds in and out as fast as possible. Speed is critical in the marketplace and compared to the performance speed of our competitors, typically we're always faster on the ins and outs. SP: Gaming is a highly regulated sector which brings a lot of compliance requirements for payment service providers. How do you deal with that in a way that it doesn’t create friction for the consumers with, for example, false positives? GF: We're fairly unique in that our Canadian network is just that: it's a Canadian only network. It’s a closed loop
system which means our transactions are between Canadian consumers, by and large. So, when it comes to financial crime, sanctions and blacklists, I'm not saying there's nobody in Canada that is blacklisted, but for a bad actor to get into our system, they would have to be a Canadian resident and that does make it easier for us. I agree, the scrutiny is becoming tighter and changes can happen overnight, so all market players have to be really aware of that compliance environment. We follow all of the blacklists and the AML checks, we adhere to the bank lists and the network interact lists. And we just don’t allow those bad actors in. You mentioned false positives, and we do have the ability for an individual to provide their personal ID in real time, so they can make attest to the fact that they're not a blacklisted individual. We review individuals who come forward with a misidentification issue, and we can typically resolve that very quickly. The bigger issue are the blacklisted countries and ultimate beneficial ownership rules, but we have very stringent due diligence processes. All of our onboarding procedures require corporate due diligence, UBO identification. So, so we're really tight in that area. SP: What are the big developments in gaming and payments that are keeping you awake, or where you see the opportunities? GF: In Canada it’s really the change in the provincial regulatory frameworks. Regulation is becoming more and more stringent, which we're fine with, but it does create potential friction within the operators. What we strive for is to maintain the customer experience, and without interrupting the customer experience. SP: Regulators everywhere are constantly raising the bar with ID authentication, age verification, geo location and the rest. Have you constantly adapted your product to meet those requirements? GF: I’ve got to give credit to our technical and operational staff here. We're very agile, all of our platforms are in house,
IMGL MAGAZINE | MARCH 2026
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