Team
Experience in online casino support, iGaming and AI.
AI support for online casinos
Always guarding your revenue.
We put out the flame before the fire.
Our AI support managers answer players instantly, in a human way and strictly by your rules. Your team always has the final word.
- player languages
- 13
- to a ready reply
- Seconds
- made-up amounts or deadlines
- 0
Try it yourself
Ask as a player of the Aurora demo casino
Common player questions:
Where is my withdrawal? I have been waiting for 2 days
Mia · AI operator
I understand that waiting for a withdrawal is frustrating. Withdrawals are processed within 3 business days after approval. Could you tell me which method you used? A colleague will check your request faster.
Ready to sendAnswer based on the casino's withdrawal rules. The agent sends it in one click.
Demo casino with synthetic rules. Questions are not stored.
- Direct connection to your back office
- Conversations on your server
- Your local LLMs
- Works inside your LiveChat
Why it pays
It is not about support salaries.
Acquiring one real player costs a casino up to €300 or more. One slow, cold or inaccurate answer about a withdrawal, a bonus or verification, and the player leaves for a competitor.
That is not a support saving, it is a direct loss: the acquisition cost and the player's whole future lifetime value. We make sure every player you paid for gets a fast, accurate and human answer.
Without us
- €300 to acquire
- reply in 20 minutes
- player gone
- −CAC −LTV
With AI Fire Brigade
- €300 to acquire
- reply in seconds
- problem solved
- player stays
Built on hundreds of thousands of real support conversations.
Withdrawals, bonuses, KYC, VIP, complaints, responsible gaming. We know where players get angry, where they leave and where support makes mistakes, and we built the product around those moments.
Focus
Regulated gaming only. Not a general-purpose chatbot.
Testing
Every release passes an exam on real player questions.
Reactivation and de-escalation
We gently bring lapsed players back and calmly defuse conflict in any situation.
How it works
- 01
A player writes
In your LiveChat, in their own language, as usual.
- 02
The AI prepares a reply
From your rules, articles and player data. Figures come only from your sources.
- 03
An agent decides
Approves in one click, edits or takes over. The draft is right there in the chat.
- 04
Risk goes to a person
Self-exclusion, crisis, account closure, legal threats go straight to a specialist.
VIP
A VIP player is not a queue number.
A small share of players brings most of the revenue. For them the AI does not stand in for your VIP host: it hands the conversation straight to the host, together with the player card.
- Who needs attention today: a stuck withdrawal, a long verification, a player who went quiet.
- The player card: status, withdrawals, deposits, verification in one window.
- Win back lapsed VIPs with a responsible gaming filter and no pressure.
- WITHDRAWALGold player · withdrawal pending for 3 days
- KYCPlatinum player · documents waiting for review
- QUIETGold player · not logged in for 21 days
Personas
Your support has a face.
8 ready AI operators, each with a character and a voice, plus a builder to create your own for your brand: name, photo, tone and how to speak in a difficult moment.
SofiaWarm and patient, for first contacts
AriaCalm, for repeat and difficult cases
MarcoPrecise and brief: status and next step
MiaPayments and withdrawals
LeoConcierge for VIP players
IrisSafer gambling, gentle and without judgement
DanaQuick answers, short and to the point
AlexTech support, step by step- Your personaYour own name, photo and style
Every persona speaks 13 languages. Whether to disclose that the AI is answering is up to you and your regulator.
Psychology
Understands the player, not just the question.
- Hears the emotion
- First acknowledges how the player feels, then answers the point.
- De-escalates
- Acknowledge, explain, give the next step. No arguing and no bureaucratic language.
- Does not push
- No bonuses for a player who shows signs of problem gambling. In the spirit of the EU AI Act.
- Sees the risk behind the words
- "I lost everything", "close my account" in 13 languages go straight to a person.
Psychology to keep the relationship with the player, never to manipulate them.
Safety and compliance
A person decides
Approval by default. Auto-replies only on topics you have allowed.
Not a single made-up figure
Amounts, deadlines and limits come only from your rules and systems.
Responsible gaming
Risk, crisis, closure and legal threats always go to a person.
Data in the EU
A dedicated server, encryption and daily encrypted backups.
Casino isolation
Each operator's data is separated from everyone else's.
Audit
Roles, access and a log of every action by the AI and your agents.
Your data, your rules
Player conversations and data always stay under your full control.
Conversations on your server
The full chat history is stored where you decide: in your data centre, in your cloud or in our isolated space.
Full anonymity
Names, emails, phone numbers, card and document numbers are removed before any text reaches a model or analytics. Learning uses only anonymised patterns and only with your consent.
Your local LLMs
Connect your own model, deployed on your side or used with your key. Not a single request goes to a provider you have not approved.
Deployment: AI Fire Brigade cloud (EU) · hybrid · fully on your servers, by agreement.
Integrations
- LiveChatLive
- Casino back officeThrough your API
- Intercom, ZendeskOn request
A risk-free pilot
7 days free in shadow mode: the AI prepares replies, your agents review and send them. We agree the success criteria before the start.
1 brand1–2 languages, the most common topics
From youAccess to the chat and your rules
ResultA report: speed, approvals, hand-overs
Questions
Will the AI answer a player without my team?
Not by default: every reply is a draft that a person sends. Auto-replies are switched on only for topics you allow, and switched off in one click.
Where is our data stored?
On a dedicated server in the EU, in your casino's isolated space, with encryption and daily backups. Or on your own servers, if you prefer.
How long does the launch take?
Connecting the chat and loading your rules gives the first drafts the same day. The pilot takes 7 days.
How is this better than the AI in Zendesk or Intercom?
They are general-purpose. We are built only for online casinos: we know withdrawals, bonuses, KYC and VIP, never make up amounts or deadlines, hand responsible gaming to a person with care and work in 13 player languages.
How much does it cost?
From €0.49 per resolved conversation, with no per-seat fees. The 7-day pilot is free. Packages are on the Pricing page.
The demo and the pilot are always free.
Write to us now. We will prepare a demo for your brand and discuss launching a pilot.