Staying compliant in a regulated market
Regulated markets ask a lot of operators: strict identity checks, protected groups who must never be contacted, continuous monitoring, and local payment systems to plug into. Brazil is one of the fastest moving of them all. Here is how one operator's compliance and CRM teams keep up.
A rulebook that keeps changing
Operators in Brazil need to verify and keep up to date a long list of personal and financial details, and use them to set a risk profile for every player. Minors and people receiving family allowance (Bolsa Família) must be kept off the platform and out of every communication. Deposits, wins and withdrawals have to be monitored, and reported on request, to show that responsible gaming rules are being met.
Then there is Pix, the central bank's instant payment system and in practice the only way to fund an account. And there is the simple expectation that a partner speaks the language and understands how things work locally.
Five requirements, one player record
Scroll through each requirement to see how the team meets it in practice.
The latest KYC data, ready for onboarding and risk profiling
The compliance team pulls the relevant data out of their compliance systems, brings it into the player profile, and assigns risk scores from there. Decisions follow the data instead of a static list.
"Fast Track provides the whole picture and helps in every step of the KYC process. I can extract relevant data from our compliance systems and segment and assign risk scores on customers. It makes the process dynamic and decisions data driven."
Director of Integrity & Compliance
Flagged once, blocked everywhere
As soon as a player is segmented as restricted on the team's criteria, every planned communication to them stops. No one has to remember to remove them from a list.
"Once Fast Track receives the data that the user is segmented as a restricted player, the system immediately blocks any planned communication. It is great being able to trust Fast Track and know we stay compliant."
Head of CRM
Spotting players who are wagering beyond their means
Player data stays current across the whole lifecycle. The team uses it to find players wagering too much relative to their net worth and to change how they engage with them, so play stays within responsible gaming limits.
"We can use Fast Track's real-time data to identify players that are wagering too much in relation to their net worth and adjust how we engage with them to keep them within the bounds of responsible gaming."
Director of Integrity & Compliance
A payment lands, the record updates
Pix is how players fund their accounts, so knowing the instant a payment arrives is central to how the team tracks and engages them. The integration delivers that information as it happens.
"We need to be instantly notified when an instant payment via Pix occurs since this is at the core of how we track our customers. Fast Track understood this assignment and has ensured that this information is instantly received."
Director of Integrity & Compliance
A partner who speaks Portuguese and knows the market
The team works with a customer success manager who speaks their language and understands both operators and the Brazilian market. For them, that context matters as much as the technology.
"It is extremely important for us to discuss with our partner in our native language. Our contact not only speaks Portuguese but understands both the operators and the local market. She can put us in the right context, which is crucial."
Director of Integrity & Compliance
Requirement by requirement
Compliance built into everyday CRM work
Once Fast Track receives the data that the user is segmented as a restricted player, the system immediately blocks any planned communication. It is great being able to trust Fast Track and know we stay compliant.
EY-Parthenon
This story is based on interviews EY-Parthenon conducted with the operator's Head of CRM and Director of Integrity & Compliance, without Fast Track in the room. The quotes are theirs.
Percentages and multiples are the interviewees' own estimates. The operator is a Brazilian licensee with more than 9 million registered players and around 380 employees, and asked not to be named.
Curious how this would look for your team?
We are happy to walk you through Fast Track with your own markets and data in mind.