Withdrawals Agent -Online Gambling/Gaming

Recruiter:

Neo Brokers (Pty) Ltd

Job Ref:

CPT000031/NG

Date posted:

Wednesday, August 6, 2025

Location:

Cape Town, South Africa

SUMMARY:
Withdrawals Agent- Online iGaming Division

The Withdrawals Agent is a key member of the payments and security team, responsible for processing player withdrawal requests accurately and efficiently. This role is critical in ensuring a positive player experience while safeguarding the company against fraudulent activity and ensuring compliance with regulatory requirements. The ideal candidate will be detail-oriented, analytical, and have a strong understanding of online payment processing and anti-money laundering (AML) procedures.

POSITION INFO:
Key Responsibilities

Withdrawal Processing:

Process all player withdrawal requests in a timely and accurate manner.
Verify player information and ensure all necessary documentation for Know Your Customer (KYC) checks is complete and valid before authorising payments.
Handle various payment methods, including bank transfers, e-wallets, and credit/debit card payouts.
Ensure sufficient funds are available in various payment gateways to process transactions smoothly.

Risk & Fraud Detection:

Review player accounts and transaction histories for suspicious activity, patterns of abuse, or potential fraud.
Conduct initial investigations into flagged accounts and escalate complex cases to the Fraud or Security team for further review.
Apply anti-money laundering (AML) and counter-terrorist financing (CTF) principles to all transactions.
Stay informed about common fraud trends and techniques within the online gaming industry.

Player Communication & Support:

Communicate with players regarding the status of their withdrawals, requests for documentation, or any payment-related issues.
Provide clear and professional support via email or other communication channels.
Handle payment-related queries and escalations from the Customer Support team.

Reporting & Administration:

Maintain accurate records of all processed withdrawals, exceptions, and player communications.
Assist in generating daily, weekly, and monthly reports on withdrawal volumes, processing times, and fraud metrics.
Collaborate with the Finance and Customer Support teams to resolve discrepancies and improve processes.

Required Skills and Qualifications:

Experience: Previous experience in a payments, risk, or finance role, preferably within the online gaming, gambling, or e-commerce industry, minimum 1-2 years’ experience.
Attention to Detail: Meticulous attention to detail to ensure accuracy in payment processing and documentation review.
Analytical Skills: Strong analytical and problem-solving skills to identify unusual patterns and potential risks.
Regulatory Knowledge: Familiarity with KYC, AML, and other regulatory requirements related to online financial transactions.
Technical Proficiency: Proficient in using computer systems and various back-office platforms. Experience with online payment gateways is highly desirable.
Communication Skills: Excellent written and verbal communication skills for interacting with players and internal teams.
Integrity: A high level of integrity and the ability to handle sensitive player and financial data with discretion.
Team Player: Ability to work effectively as part of a team in a fast-paced environment.

Location: Century City
Department: Finance- Withdrawals
Reports To: Head of Department
Job Type: Full-Time – rotational shifts

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