20 Questions to Ask a White Label Casino Provider Before Signing

Send the same 20 questions to every white label casino provider you are considering, in writing, and score the answers. A good answer is specific, priced and written into the contract. A bad answer is vague, verbal or “it depends”. The questions below cover cost, licence, technology, games and payments, support, and contract and exit. Open the Google Sheet scoring template to track three providers side by side (use File, then Make a copy, to fill in your own). This is general information, not legal advice.

• How to use these questions
• Cost questions
• Licence questions
• Technology questions
• Games and payments questions
• Support questions
• Contract and exit questions
• How to score the answers
• What to do next
• FAQ

How to use these questions

Email all 20 questions to two or three providers on the same day. Ask for written answers, and keep every reply. A promise on a sales call is worth little once the contract is signed.

The Google Sheet has the 20 questions, columns for the answers of Provider A, B and C, and a 0 to 5 score for each answer. Totals calculate with formulas. You can open the scoring sheet here (free, no sign-up, view only: use File, then Make a copy, to edit your own version). The sections below add context from our platform data, so you know what a good or bad answer looks like.

Cost questions

1. What is the all-in cost per year at my expected GGR, with every line item written down?

A headline GGR share is rarely the full bill. Our estimates at $250,000 of annual GGR run from $50,000 to $278,000 across the twelve platforms we track. A good answer is a one-page schedule. A bad answer is a single percentage. Our cost guide at three GGR levels shows the method.

2. How exactly is GGR defined, and what is deducted before the share is applied?

Bonuses, jackpot contributions, chargebacks and fees can change the invoice at identical player activity. A good answer is a formula in the main contract with a worked example. A bad answer is a definition in a technical annex. See our bonus balance and GGR example.

3. Is there a minimum monthly fee, and is it credited against the GGR share or added on top?

You owe a floor even in a month with no players. Analyst ranges in our data run from $2,000 to $15,000 a month for providers that charge one. Good means no minimum, or one that is credited against the share. Bad means a floor on top of the share from month one.

4. Which costs are billed separately?

Think of premium studios, extra payment processors, extra currencies, support hours and licence help. Gambling Soft’s public price list is a good model: it shows support at $1,980 for 40 hours and licences from $28,000. A good answer is a priced list you can add up. A bad answer is “it depends on scope”.

Licence questions

5. Which legal entity holds the licence my casino runs under, and where can I check it?

Verify it yourself. The Malta Gaming Authority, for example, runs a searchable licensee register. A good answer gives the entity name, licence number and register link. A bad answer is a number in a website footer.

6. Will I be registered individually as a sublicensee, or run under the provider’s single licence?

This decides your standing if the provider’s licence is challenged. Our licence revocation risk article explains why. Good means individual registration or your own licence, stated in the contract. Bad means “you are fully covered”.

7. If your licence is suspended or not renewed, what happens to my casino, my fees and my contract?

Many drafts are silent. A good answer has a duty to tell you at once, a fee pause, a penalty-free exit and migration help. Our list of platforms with sublicensing shows who offers which licence structure. Silence is a bad answer.

Technology questions

8. Which parts of the stack are included: hosting, back office, player accounts, CRM, affiliate tracking and KYC?

Some providers sell these as separate products. Slotegrator, for example, has no built-in CRM in our data. A good answer is a written list of what is included. A bad answer is “modules available on request”. Our guide to platforms with native CRM shows who bundles it.

9. What uptime do you commit to in the contract, and what do I receive when you miss it?

Providers advertise figures such as 99.99% or 99.999%. A sales-page number is not a contract term. Good means a stated percentage, a measurement method, service credits and a right to leave after repeated misses. Bad means a claim with no remedy.

10. Can I connect my own CRM, analytics or payment tools, and do I get raw data feeds or API access?

Raw data protects you if you leave. A good answer is a documented API and scheduled exports. A bad answer is a closed system that only offers reports.

Games and payments questions

11. Which game studios are included in the percentage, and which need a separate agreement?

NuxGame, SoftGamings and Slotegrator all note that premium providers may need separate agreements. Our all-in method adds an estimated 15% studio cut where it is not included. Good is a named studio list with a price for each. Bad is a big game count and no list. See how aggregators charge.

12. Which payment methods are live today for my target countries, and who holds the merchant accounts?

A long integration list says nothing about your market. Our data lists SOFTSWISS payment setup as separate, typically $5,000 to $15,000 per processor. Good means live methods per country, with accounts in your name. Our payment methods comparison helps you choose.

13. Can I add my own game studio or payment provider, and what do you charge to integrate it?

SOFTSWISS draws operator criticism for limited flexibility on game provider selection outside its aggregator, and custom integrations there may be billed separately. A good answer is a standard API and a fixed fee. A bad answer is “priced per quote after you sign”.

Support questions

14. What are your response and resolution times by severity, and are they in the contract?

“24/7 support” is not a service level. SOFTSWISS lists 24 hours for tier 1 and 72 hours for tier 2. Gambling Soft lists one hour for critical incidents. Slotegrator, Oddsgate and Gamingtec say only “per contract”. Good means numbers per severity. Bad means “standard industry SLAs”.

15. Is support included in the fee, and for how long?

Gambling Soft includes support for the first one to three months, then sells it in prepaid blocks. SOFTSWISS offers managed services as a paid add-on for first-line support, anti-fraud and VIP management. A good answer states scope and duration. A bad answer is free during sales and paid after launch.

16. Who is my named contact, and what is the escalation path when something breaks at night?

You need a person to call. Many enterprise providers assign an account manager. Whitelabels.com lists an AI assistant with instant replies and publishes no human response times, so ask what happens after the assistant. A good answer names a person and an out-of-hours route.

Contract and exit questions

17. What is the minimum term, how does renewal work, and what does early exit cost?

SOFTSWISS lists 24 months as typical, with 12 negotiable for established operators. EveryMatrix lists 36 months or more. Most others publish nothing. Good is a short initial term with a break clause. Bad is automatic renewal with a long notice window. Our contract checklist covers the clauses.

18. Who owns the player data, the brand, the domain and the merchant accounts, and how do I get them out?

SOFTSWISS says in its licensing FAQ that the operator owns all player personal information. If GDPR applies and the platform is your processor, Article 28(3)(g) requires the contract to say it deletes or returns personal data at your choice. Good means fields, format and a date. Bad means “data will be made available”. Read our player data portability guide.

19. What exit help do you give if I move platforms, for how long and at what price?

Migration is where goodwill ends. Good is a defined handover period with a price. Bad is nothing written. Our migration support comparison shows which providers help.

20. Which legal entity signs, which law and courts apply, and what are the liability caps and audit rights?

The brand you spoke to may not be the company that signs. Gamingtec is a trading name, with services delivered by several legal entities. Gambling Soft’s contracts run under UAE law with a Ras Al Khaimah entity. Good names the entity, with caps that apply both ways. Bad is one-sided liability.

How to score the answers

Score each answer from 0 to 5. Zero means no answer or a refusal. Three means a clear written answer with gaps, such as an extra cost or a “subject to contract”. Five means the answer is also in the draft contract. The maximum is 100 per provider.

Do not pick on the total alone. A zero on questions 5 to 7 (licence) or 17 and 18 (term and data) can matter more than strong scores elsewhere. If a provider will not answer in writing, score it zero and note why.

What to do next

Send the 20 questions today. While you wait, build a year-one and three-year cost for each provider. Our guide to comparing white label casino proposals shows how to put them on one footing.

Then read the draft contract against our checklist. If you want platform detail first, see our review pages for SOFTSWISS and Whitelabels.com.

FAQ

How many providers should I send the questions to?

Two or three. More makes the comparison hard to read, and the sheet has three answer columns. Pick providers that serve your target countries first, then compare.

What if a provider will not answer in writing?

Score it zero and move on. Some enterprise providers do ask for a mutual NDA before full pricing, and SOFTSWISS does. Sign an NDA, but do not accept a refusal to put answers in writing.

Do these questions work for self-service platforms with no sales team?

Yes, but the answers may sit in the terms and FAQ pages. Self-service providers such as Whitelabels.com run no sales cycle, no NDA and no demo call. Read the published terms first, then email support for anything missing.

Do I need a lawyer?

Yes. These questions help you gather facts, but they are not legal advice. Have a lawyer in your licence jurisdiction read the contract before you sign.

Can I change the questions in the Google Sheet?

Yes. Make your own copy first (File, then Make a copy). Then edit the text, add your own questions or rename the providers in the header row. If you add rows, extend the SUM formulas in the total row so they include the new cells.

External sources used: the Malta Gaming Authority licensee register, Gambling Soft’s public price list, the SOFTSWISS licensing and compliance FAQ and GDPR Article 28.