Find the Fraudster
start
Context
We are working in the Risk Operations Department. We've gotten 3 cases today from customers stating that their accounts are locked, and they have no idea why. They are irate, and want to bet on Rory McIlroy to win the Masters again! Click continue to hear more...
continue
Mission
Upon researching the reasons the accounts are locked, you see that one person has clear fraudulent behavior! Your mission today is to find out which customer is not a genuine one. Remember, fraudsters can be unassuming. Click continue to get to know the customers..
continue
Meet Ciara
Ciara says she's moved to Michigan recently, all the way from Ireland, to live with her new husband. She notices her account is locked and immediately contacts Customer Care
Please unlock my account! I am homesick, and I want to bet on Rory. I am a good customer, harmless. I barely win anything. I have NEVER had issues before. Please :(
Meet the next customer
Meet Jeremy
Jeremy has been researching the Golf betting market closely with his buddies, and he feels like they could win big. He notices his account is locked and immediately contacts Customer Care
Hey there! I noticed my account was locked. No problem, I know the drill. I'll send whatever you need to reverify. If you could expidite, that would be great, as I need to hop on my next flight. Hitting the west coast for a board meeting.
Meet the last customer
Meet Greg
Greg considers himself a "baller". Since sportsbetting came out in 2018, he thinks he knows his way around the apps. He notices his account is locked and immediately contacts Customer Care
Dude, tell my buddy Leo I am not happy. He's in the VIP department, I saw all you guys at the Ryder Cup. You have no idea who you are messing with. I could give you a lot of business, more than I give FanDuel. I have what you need to open my account.
Get back to the mission!
These initial chats have to be actioned by Customer Care first. What should they say?
I regret what has happened, but our technology department is responsible for these matters. Let me check with them.
I am very sorry for the inconvenience we have caused you. I will escalate your account to our Risk Department to review right now.
I understand your frustration, but these issues are not our fault. Try again in a couple of days, it could just be a bug.
Great Job! The Risk Analyst is now reviewing the customers' activity. Let's take a look and find the Fraudster.
Ciara was suspended due to debit card additions. Let's review Ciara's activity.
Jeremy was suspended due to popping up on a proxy betting report. Let's review Jeremy's activity.
Greg was flagged on the ANI Mismatch Report. Let's review Greg's activity
Ciara's recent added card activity
Back to all customers
View Ciara's Profile Again
This is the Fraudster!
If you click this without doing your duediligience on all players, you'll waste time! If you're struggling, there's a clue on your app.
Jeremy's recent location activity
View Jeremy's Profile Again
Back to all customers
This is the Fraudster!
If you click this without doing your duediligience on all players, you'll waste time! If you're struggling, there's a clue on your app.
Greg's recent activity
Credit Card Additions:
Deposit Attempts:
View Greg's Profile Again
Back to all customers
This is the Fraudster!
If you click this without doing your duediligience on all players, you'll waste time! If you're struggling, there's a clue on your app.
This doesn't seem like the best response...
- Avoids responsibility
- Delays the issue
read again
This is NOT the Fraudster
Jeremy legitimately travelled for business on the same day. This can cause an alert and therefore the activity can be flagged for proxy betting. Upon reasearching, the timing between location pings is genuine.
- The Risk Analyst reviews other recent activity to ensure nothing else is suspicious.
- We request that Jeremy to provide verification documents. As Jeremy is a VIP, we expedite his request to re-open the account.
This doesn't seem like the best response...
- Lack of ownership
- Completely incorrect
- Disinterest in the solution
read again
Yes! Greg is the Fraudster!
It turns out Greg doesn’t know his way around the BetMGM app! He was committing financial fraud by adding cards under multiple names and attempting to use them in quick succession
- The Risk Analyst reviews the alert from the system and confirms the fraud. The account is permanently suspended.
The answer is GREG Take the Fraudster out of here!
This is NOT the Fraudster
As you remember from Ciara's Bio, she recently got married. She has debit cards right now in both her maiden name and married name, thus causing a mismatch alert.
- The Risk Analyst reviews other recent activity to ensure nothing else is suspicious
- We request Ciara to send verification documents. Once they are sufficient, we will unlock her account.
Great response!
- Demonstrate empathy
- Take immediate action
- Escalates to the right team
continue
Find the Fraudster
Ciara Boylan
Created on October 9, 2025
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Feedback and Leadership Simulation
View
Product Purchase Simulation
View
Onboarding Quiz for New Employees
View
Work Style Quiz
View
The Meeting Microlearning
View
The Meeting Microlearning Mobile
View
Customer Management Simulation
Explore all templates
Transcript
Find the Fraudster
start
Context
We are working in the Risk Operations Department. We've gotten 3 cases today from customers stating that their accounts are locked, and they have no idea why. They are irate, and want to bet on Rory McIlroy to win the Masters again! Click continue to hear more...
continue
Mission
Upon researching the reasons the accounts are locked, you see that one person has clear fraudulent behavior! Your mission today is to find out which customer is not a genuine one. Remember, fraudsters can be unassuming. Click continue to get to know the customers..
continue
Meet Ciara
Ciara says she's moved to Michigan recently, all the way from Ireland, to live with her new husband. She notices her account is locked and immediately contacts Customer Care
Please unlock my account! I am homesick, and I want to bet on Rory. I am a good customer, harmless. I barely win anything. I have NEVER had issues before. Please :(
Meet the next customer
Meet Jeremy
Jeremy has been researching the Golf betting market closely with his buddies, and he feels like they could win big. He notices his account is locked and immediately contacts Customer Care
Hey there! I noticed my account was locked. No problem, I know the drill. I'll send whatever you need to reverify. If you could expidite, that would be great, as I need to hop on my next flight. Hitting the west coast for a board meeting.
Meet the last customer
Meet Greg
Greg considers himself a "baller". Since sportsbetting came out in 2018, he thinks he knows his way around the apps. He notices his account is locked and immediately contacts Customer Care
Dude, tell my buddy Leo I am not happy. He's in the VIP department, I saw all you guys at the Ryder Cup. You have no idea who you are messing with. I could give you a lot of business, more than I give FanDuel. I have what you need to open my account.
Get back to the mission!
These initial chats have to be actioned by Customer Care first. What should they say?
I regret what has happened, but our technology department is responsible for these matters. Let me check with them.
I am very sorry for the inconvenience we have caused you. I will escalate your account to our Risk Department to review right now.
I understand your frustration, but these issues are not our fault. Try again in a couple of days, it could just be a bug.
Great Job! The Risk Analyst is now reviewing the customers' activity. Let's take a look and find the Fraudster.
Ciara was suspended due to debit card additions. Let's review Ciara's activity.
Jeremy was suspended due to popping up on a proxy betting report. Let's review Jeremy's activity.
Greg was flagged on the ANI Mismatch Report. Let's review Greg's activity
Ciara's recent added card activity
Back to all customers
View Ciara's Profile Again
This is the Fraudster!
If you click this without doing your duediligience on all players, you'll waste time! If you're struggling, there's a clue on your app.
Jeremy's recent location activity
View Jeremy's Profile Again
Back to all customers
This is the Fraudster!
If you click this without doing your duediligience on all players, you'll waste time! If you're struggling, there's a clue on your app.
Greg's recent activity
Credit Card Additions:
Deposit Attempts:
View Greg's Profile Again
Back to all customers
This is the Fraudster!
If you click this without doing your duediligience on all players, you'll waste time! If you're struggling, there's a clue on your app.
This doesn't seem like the best response...
read again
This is NOT the Fraudster
Jeremy legitimately travelled for business on the same day. This can cause an alert and therefore the activity can be flagged for proxy betting. Upon reasearching, the timing between location pings is genuine.
This doesn't seem like the best response...
read again
Yes! Greg is the Fraudster!
It turns out Greg doesn’t know his way around the BetMGM app! He was committing financial fraud by adding cards under multiple names and attempting to use them in quick succession
- The Risk Analyst reviews the alert from the system and confirms the fraud. The account is permanently suspended.
The answer is GREG Take the Fraudster out of here!This is NOT the Fraudster
As you remember from Ciara's Bio, she recently got married. She has debit cards right now in both her maiden name and married name, thus causing a mismatch alert.
Great response!
continue