Legitimuz cuts Flutter Brazil onboarding time by 50% and reduces KYC complaints

The partnership between Flutter Brazil and Legitimuz reduced friction in identity verification, cut onboarding time by 50%, and sharply lowered complaints tied to KYC (Know Your Customer). For high-risk operators, that is the kind of result that matters because onboarding is where conversion, fraud controls, and regulatory checks all collide.

1. Flutter Brazil, which runs BetNacional and Betfair in the country, chose Legitimuz’s KYC technology to address problems in user registration, first deposit, withdrawals, and first bet flows. In this business, those are not soft metrics; they are the points where users either move forward or disappear.
2. According to Nino Palermo, Head of Product at Flutter Brazil, the integration was one of the fastest the team had seen. He said Legitimuz’s technology team responded almost instantly and worked with Flutter’s developers “as if they were one team,” which helped the company reduce onboarding time significantly and practically eliminate complaints related to the identity verification process.
3. Before the implementation, KYC-related issues were among the main reasons users contacted support. Flutter’s problem was straightforward: speed up onboarding without weakening security, fraud prevention, or regulatory compliance. That is the familiar operator trade-off, except here it was handled with a live production integration rather than a slide deck.
4. The implementation was completed in a short timeframe and the two technical teams worked together closely, allowing Flutter to go live quickly. The new flow also made the user journey more intuitive by removing unnecessary steps and simplifying validation.
5. Flutter said the result was not only a 50% reduction in total onboarding time, but also operational efficiency gains and a better user experience, reflected in fewer complaints about verification. For PSPs and high-risk merchants, the takeaway is simple: KYC is not just a compliance gate, it is part of the conversion stack.

The source says Flutter Entertainment is currently the largest sports betting and online gaming company in the world, according to Reuters, and that in Brazil the company serves millions of users while continuing to invest in technology, customer experience, and regulatory compliance. In a market like that, shaving time off onboarding without creating a support queue is not a side benefit; it is a commercial outcome.