Tipico Case Study
How Tipico improved KYC Onboarding with SONIO
From limited to full flexibility: Tipico’s journey to a better KYC process.
Overview
Founded in 2004 and headquartered in Malta, Tipico is the leading sports betting and iGaming operator in Germany. With a strong focus on innovation, integrity, and responsible entertainment, Tipico delivers a premium betting experience across digital and retail channels. Trusted by millions of players, the company continues to set industry standards in technology, compliance, and player protection.
The Challenge
Main challenges before SONIO:
Rigid systems
As a leading name in the sports betting and iGaming industry, Tipico faced increasing pressure to balance compliance, user experience, and operational efficiency.
Lack of flexibility
Tipico's former systems could not adapt to new arising challenges
Low verification success rates
Rigid systems caused frequent user verification failures.
High customer drop-offs
Technical issues, poor UX, and limited customization caused friction during onboarding.
Limited visibility
Without access to detailed reports or monitoring tools, Tipico couldn’t identify the root causes of verification failures.
Slow support & issue resolution
Communication delays hindered operational response times.
The Challenge
Rigid systems
As a leading name in the sports betting and iGaming industry, Tipico faced increasing pressure to balance compliance, user experience, and operational efficiency.
Lack of flexibility
Tipico's former systems could not adapt to new arising challenges
Low verification success rates
Rigid systems caused frequent user verification failures.
High customer drop-offs
Technical issues, poor UX, and limited customization caused friction during onboarding.
Limited visibility
Without access to detailed reports or monitoring tools, Tipico couldn’t identify the root causes of verification failures.
Slow support & issue resolution
Communication delays hindered operational response times.
Jonathan Agius
Head of Customer Operations Optimization – Tipico
“Before adopting SONIO, our main challenge was the lack of flexibility of our systems. Competing solutions did not allow us to configure the product to meet our specific needs, which made it hard to balance compliance requirements with operational efficiency.”
Why SONIO Was Chosen
Tipico selected SONIO for its configurable and collaborative approach to identity verification.
Key SONIO Capabilities:
- Document verification
- Age verification
- Integration/API flexibility
- Liveness detection
- Address verification
Why SONIO Was Chosen
SONIO built its solution around Tipico’s needs, enabling the company to stay fully compliant while continuously improving its onboarding process and workflows.
Several customizations were made to fit Tipico’s specific requirements, including:
- OCR/MRZ checks
- Support of more ID documents
- Retrials for the back of German ID documents
- A camera permission screen to improve the user experience
The Implementation
The integration process with SONIO followed planned timelines and went live smoothly. Minimal issues were addressed and sorted immediately.
Collaborative setup
SONIO and Tipico worked closely on requirement mapping, customization, and testing.
Proactive support
SONIO’s team assisted with debugging, explained verification logic, and tracked open tasks during onboarding.
Built to scale
Regular updates and direct communication helped ensure quick troubleshooting and smoother operation.
Key Metrics: Measurable Impact of SONIO
The SONIO solution delivered measurable improvements: onboarding became faster and more accurate, with higher verification success and better compliance tracking.
Metric | Uplift |
|---|---|
Verification success rate (first attempt) | 22.4% |
Average Pass Rate / Approval Rate | 40.3% |
Metric | Uplift |
|---|---|
Verification success rate (first attempt) | 22.4% |
Average Pass Rate / Approval Rate | 40.3% |
Key Improvements
Higher verification success rates and faster approvals
Reduced customer drop-offs and smoother onboarding
Improved visibility through better reporting and monitoring
Full compliance alignment with local regulations
Cost efficiencies and Improved operational efficiency
Voices from Tipico
Insights from Collaboration
Tailored customization is key
A flexible verification platform that allows specific configurations is essential for regulated industries like iGaming.
Retry logic improves outcomes
Allowing retrials for certain document types helps reduce failure rates and user frustration.
Visibility drives optimization
Access to detailed reporting and back-office data is crucial to understanding performance.
Strong collaboration matters
A responsive and proactive vendor relationship accelerates progress and ensures long-term success.
About SONIO
Founded in 2017 and based in Vienna, Central Europe, SONIO is transforming Identity Verification with an Orchestration Platform that makes onboarding fast, secure, and adaptable. By connecting multiple verification tools — KYC, AML, fraud prevention, biometrics — into a single API, businesses can build flows that match their unique needs.
Trusted in fintech, gaming, mobility, and hospitality, and powered by an amazing team, SONIO helps businesses stay compliant, reduce fraud, and deliver cutting-edge digital experiences.
