Patrick Muscat

Operations and compliance professional with experience across iGaming, banking, Forex and cryptocurrency environments.

Background includes AML/KYC reviews, Enhanced Due Diligence, Source of Funds verification, payment investigations, fraud escalation and business-critical incident management. Trusted to work independently during overnight operations, coordinate cross-functional responses and maintain accurate handovers, reports and knowledge resources. Recognised for rapid systems learning, strong customer judgement and consistently high operational performance.

Nightshift Operational Gaming Advisor - bet365

(2024-09 - 2025-10)

• Oversaw business-critical overnight operations across casino products, acting as a primary liaison between internal technical and product teams and external gaming providers.
• Independently managed approximately 60+ operational incidents per night, investigating gameplay issues, service disruptions and escalated customer cases.
• Frequently operated as the sole Operations Advisor during planned and unplanned staffing absences, maintaining service continuity and escalation coverage.
• Selected to supervise the overnight launch of the Pariplay gaming provider immediately after completing training.
• Worked across 60+ provider back-office platforms and coordinated with Product Operations, Development, Technical Support, Payments, Fraud, Verification, Responsible Gambling, Data teams and management.
• Reproduced software defects, collected technical evidence and prepared clear escalation details for specialist teams and providers.
• Authorised customer compensation up to £500 in line with internal controls and procedures.
• Managed game maintenance and availability, produced promotional performance reports, completed pre-release testing and maintained knowledge-base documentation.
• Delivered structured operational handovers to ensure continuity between overnight and daytime teams.

Nightshift Customer Account Advisor - bet365

(2022-11 - 2024-09)

• Provided customer support across casino, poker, bingo and sportsbook products, consistently ranking within the top 1–3 performers against departmental KPIs.
• Managed an average of 100+ customer interactions per shift through live chat and email.
• Investigated complex cases involving gameplay, payments, verification and promotions, with authority to refund bets or bonuses up to £50.
• Collaborated with Fraud, Payments, Verification, Responsible Gambling, Technical Support and Operations teams to resolve escalated cases.
• Mentored new advisors, supported senior-level responsibilities and delivered structured shift handovers when supervisors were unavailable.

General Support Agent - KYC & Due Diligence - Arringo

(2021-06 - 2022-10)

• Provided customer support across regulated Forex and cryptocurrency services, guiding clients throughout onboarding and the account lifecycle while applying AML/KYC requirements.
• Handled account, deposit, withdrawal and MT4/MT5 platform enquiries, explaining processes clearly and resolving issues within established procedures.
• Completed approximately 40-50 KYC reviews daily, assessing identity documentation and rejecting non-compliant submissions.
• Performed Enhanced Due Diligence investigations and Source of Funds verification.
• Conducted customer onboarding through telephone and video interviews, explaining documentation requirements and helping customers address incomplete submissions.
• Investigated suspicious activity using internal systems and external screening tools, escalating concerns where required.

Customer Service Representative - HSBC UK

(2019-02 - 2021-06)

• Delivered telephone support to UK banking customers within FCA-regulated procedures and strict security controls.
• Processed domestic, international and high-value payments of up to £200,000.
• Investigated suspicious transactions and escalated potential financial-crime concerns.
• Managed approximately 65 customer interactions daily and held authority to award compensation up to £50 without supervision.
• Advised customers on account services, banking products and lending enquiries while maintaining procedural accuracy.

Clerk & Director's Assistant - Meli & Vella / Joseph Borg Ltd

(2015-09 - 2019-01)

• Supported company directors across administration, customs compliance, financial operations and supplier liaison.
• Prepared customs documentation and statistical reports, audited invoices and coordinated banking, cash handling and warehouse activity.
• Maintained client and supplier relationships and supported recruitment and employee training.

MATSEC Advanced Level (MQF Level 4) - English, Philosophy - University of Malta Junior College (2012-10 - 2014-05)

MATSEC Intermediate Level (MQF Level 4) - Accounting, Marketing, Systems of Knowledge, Environmental Science - University of Malta Junior College (2012-10 - 2014-05)

MATSEC Ordinary Level (MQF Level 3) - English Language and Literature, Maltese, Italian, Spanish, Mathematics, Physics, Religion and Art - Giovanni Curmi Secondary School (2007-10 - 2012-05)