Online Gaming Industry
Case Study
Realex Payments Delivers Outstanding Customer
Service and Fraud Management Solutions to Casumo
THE OVERVIEW
Founded in 2012 and headquartered in Malta, Casumo.com is a newly launched online casino that is
dedicated to changing the world of iGaming. By focusing on creating the best available player
experience Casumo has quickly established a position as one of the leading online casino brands
in the Scandinavian market. Through continuous innovation and technology Casumo aims to bring
positive disruption to a relatively young and constantly evolving industry.
When setting out into this highly competitive online gaming market, Casumo made sure its online
gaming credentials and personnel were of the highest calibre. The same had to be true of its
suppliers. Casumo’s Chief Financial Officer, Matthew Borg Manche, was formerly at Betsafe and
Betsson where he had already experienced first-hand the benefits that Realex Payments offer.
Realex Payments’ reputation in the industry as well as the success shared previously by Matthew
Borg Manche made Realex Payments the obvious choice for Casumo.
As a gaming company with high standards and lots of ambition Casumo required the most secure,
agile and reliable payment solution available. Casumo went live on the Realex Payments platform in
June 2013.
CASUMO & REALEX PAYMENTS
“Casumo is happy it made the right choice with Realex Payments due to its
personalised service and the experience they have within the industry.”
Matthew Borg Manche
CFO - Casumo
The Challenge
Casumo wanted a solution that was able to cater to all its requirements and decided to select a
payments partner that had a good understanding of the gaming and technology industry. Casumo
aligns itself with a Silicon Valley technology firm in its culture. A company founded on the belief that
technology drives innovation and an understanding that in a commoditized market, differentiation
and innovation are paramount capabilities. Based on these values, Casumo required a payments
provider that could match its high standards for success and customer service as well as deliver a
complete and compelling payment solution.
“Realex was the obvious choice for Casumo due to the fantastic back office and
reporting systems which are essential tools for being efficient in this industry.”
Matthew Borg Manche
CFO - Casumo
THE FACTS:
•
Casumo needed a secure and reliable solution that had the capacity to cope with peaks
in traffic.
•
The business required better reporting and account management support.
•
Sales conversions were not being maximised. Better fraud tools and expert advice on
fraud management techniques were required.
•
Expanding their business to cater to the English, Swedish and Finnish markets, Casumo
required the ability to manage multiple international currencies.
•
The previous unsuitable payments solution resulted in higher merchant account rates
affecting Casumo’s bottom line. Advice and support to rectify this situation was vital.
•
Integration between the payment provider and DevCode, Casumo’s existing platform,
was essential to maintain Casumo’s compliance policies including KYC and PCI.
Maximising conversions is imperative for any online sales business but for a start-up it is vital to
ensure the revenue required to guarantee success. It is just as important to maintain a reliable
payments provision for Casumo’s gamers to deposit credit and realise winnings.
The Solution
Matthew Borg Manche, Chief Financial Officer was already aware of Realex Payments expertise and
solid reputation. Matthew recognised that Realex Payments were already equipped to tackle the
challenges that Casumo was facing. Since engaging with Realex Payments as its Payments Service
Provider, Casumo has gone from strength to strength.
RELIABILITY OF SERVICE
Previous downtime experienced has become a thing of the past. Casumo now benefits from Realex
Payments reliable service uptime.
“Realex Payments has invested millions in guaranteeing the infrastructure is world
class, and will continue to invest going forward to ensure an ongoing constant,
reliable and secure service. The service is designed to support a high volume of
requests to ensure we have the capacity to process a multiple of current volumes.
The principle behind this is to make sure we are the best and most reliable payments
partner to all our customers, across multiple sectors.”
Gary Conroy
COO - Realex Payments
FRAUD MANAGEMENT
Realscore, Realex Payment’s fraud solution, provides Casumo with a comprehensive, flexible,
real-time fraud scoring tool. RealScore provides an extensive set of rules that cover a range of fraud
prevention measures including transaction data blacklisting, data sanity checking and pattern
checking. Fraud scoring incorporates pre-authorisation and post authorisation checks and is used in
conjunction with 3DSecure and Card Verification Number (CVN) checking.
Matthew Borg Manche commented:
“RealScore is used in a number of different ways to help Casumo minimise fraud.
We have set a number of rules in order to give a score to every single deposit. Then
through the result of this score the system decides whether to accept or reject the
transaction. Additionally, the Realex Payments Corporate Account Management team
has extensive fraud knowledge and can provide expert support to help you minimise
the operational costs associated with chargebacks whilst maximising conversion
after initial deposit.”
The Solution
Casumo also implemented 3DSecure with Realex Payments which helps protect Casumo against
fraud related chargebacks. The decline analysis and reporting provided by Realex Payments gives
Casumo access to information surrounding the reasoning behind customer rejections and allows
the senior management team to make the best decisions to get the balance of fraud prevention and
maximising legitimate deposits.
Matthew Borg Manche continued:
“The implementation of 3D Secure and the decline analysis from Realex Payments
is not only making our transactions safer but is also allowing us to get preferential
rates with our merchant account provider. It is literally maximising sales and
improving the bottom line simultaneously. Without such expert technology
partners, we would not be in a position to grow as quickly as we have done.”
DYNAMIC SOLUTION
•
Multicurrency Options - Casumo is an international company and therefore being able to
manage a variety of currencies is key. Realex Payments was able to offer this instantly.
•
Seamless Integration - Realex Payments was able to integrate with Casumo remotely and
instantly integrate with their existing platform, DevCode - easing process and compliance
issues for Casumo.
•
A Payments Company that Understands the Gaming Industry - A necessary
characteristic for all of Casumo’s partners is a mutual understanding of the business
goals and the environment in which they are to be achieved. Realex Payments credentials
in the gaming industry are supported by the success at BetSafe and Betsson and the
knowledge and experience of providing payments solutions to over 50 online gaming
operators.
The Results
Since partnering with Realex Payments, Casumo has gone from strength to strength and with a
reliable payments solution in place, Casumo has realised its potential in the market very quickly,
multiplying its deposit volumes month on month.
The key benefits of the Realex Payments offering experienced by Casumo are:
•
Outstanding Customer Service - Realex Payments’ dedicated Integration & Support
team were on hand to take Casumo through every step of the efficient on-boarding
process.
•
Reduced Fraud - Using the Realex Payments fraud scoring tool alongside the advice and
support given by their dedicated account manager and fraud specialists enabled Casumo
to keep fraud down to a minimum.
“Realex Payments has helped us with all the challenges we were facing and have
helped in setting up the account structures we need. We have found Realex
Payments and their staff to be very helpful in answering all the queries we have ever
had and in helping us find a solution that is suitable for our business. We will keep
on growing our business, by strengthening our position in the markets we are in and
also exploring new markets.”
Matthew Borg Manche
CFO - Casumo
“Security, Service and Delivery are three of our core values at Realex Payments.
These values are of particular importance for online gaming and the customer
journey, be it on a mobile or ecommerce website. We pride ourselves on offering
great customer service, and secure, reliable payments services.
In a competitive environment where player acquisition is costly, it is critical that our
services support a smooth and secure deposit process, to ensure that legitimate
customers are not turned away. Just as Casumo’s customer experience is vital to
their success, we aim to go the extra mile in providing customer service that delights.
We are excited to work with a like-minded, truly innovative company such as
Casumo, and we look forward to a great partnership.”
Gary Conroy
COO - Realex Payments
Other Realex Payments websites:
DUBLIN
The Observatory
7-11 Sir John Rogerson’s Quay
Dublin 2
Ireland
+353 (0)1 702 2000
LONDON
One King Street
London
W6 9HR
United Kingdom
+44 (0)203 178 5370
Other Realex Payments websites:
PARIS
5 Rue de Helder
75009 Paris
France
+33 (0)1 53 24 53 39