Case Study: Gaming Esports Business

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Libby James
Merchant Services Expert

Libby James is co-founder, director and an expert in all things merchant services. Libby is the go-to specialist for business with more complex requirements or businesses that are struggling to find a provider that will accept them. Libby is regularly cited in trade, national and international media.

Client Background

The client, a dynamic player in the gambling and gaming industry, faced a severe setback when their chosen payment partner abruptly terminated their services without prior notice. Faced with the critical need for a swift replacement to avoid business disruption, the client turned to Merchant Advice Service (MAS) for guidance. Libby James, a key figure at MAS, played a pivotal role in navigating this crisis.

The Issue

In the highly regulated and sensitive realm of UK gambling and gaming, the client faced an unexpected crisis as their existing payment partner terminated their services abruptly. The urgency of finding a replacement became paramount to prevent any disruptions in their operations and maintain compliance with industry standards.

Referral from a High Street Bank

Compounding the challenge, the client initially sought a solution through a high street bank, which, unfortunately, declined their application. Despite the setback, a referral from the bank directed them to Merchant Advice Service, emphasising the need for specialised guidance in the unique landscape of the gambling and gaming industry.

Why Worldwide Payment Processing Was Essential

Adding to the complexity of the situation, the client had ambitious growth plans that necessitated worldwide payment processing capabilities limiting their choice of payment gateway providers. As a flourishing business with global aspirations, they sought a payment partner that could support their expansion across diverse international markets.

How We Helped

Merchant Advice Service, renowned for its responsiveness and expertise, swiftly responded to the client’s urgent situation. Libby James, with her profound knowledge and experience, played a central role in the resolution process. Here’s how we addressed the client’s multifaceted challenges:

  • Rapid Connection to a New Partner: Libby James expedited the process of connecting the client with a new payment partner in just 24 hours. This efficiency was critical in preventing any prolonged disruption to the client’s operations, showcasing MAS’s commitment to swift and effective solutions.
  • Facilitating Worldwide Payment Processing: Understanding the client’s global growth aspirations, MAS worked diligently to ensure the new payment partner could facilitate worldwide payment processing. This strategic alignment with the client’s expansion plans demonstrated MAS’s capability to provide tailored solutions that align with business objectives.
  • Lifesaver in a Crisis: The client, expressing their gratitude, referred to Libby James as a “LIFESAVER!!!,” highlighting the pivotal role she played in steering the client through a potentially devastating crisis. This acknowledgement underscores the exceptional impact of MAS in critical situations.

Client Testimonial

The client expressed their satisfaction with a resounding endorsement: “Libby was INCREDIBLE! We lost a payment partner with ZERO notice, and Libby got us connected to a new partner and up and running in 1 week!!!!!!!! LIFESAVER!!! Highly recommended! Thank you.”


This comprehensive case study illustrates the remarkable ability of Merchant Advice Service,  to provide swift and tailored solutions to businesses facing unforeseen challenges. The initial referral from a high street bank, coupled with the subsequent success, highlights the high-risk specialised nature of MAS’s expertise. The client’s requirement for worldwide payment processing, aligned with their expansive growth plans, further emphasises MAS’s capacity to understand and cater to the diverse needs of businesses operating in dynamic and globally-oriented industries. The invaluable contribution in a crisis situation showcases MAS’s commitment to being a trusted partner and lifeline for businesses, ensuring their continuity and success even in the face of unexpected disruptions.

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Libby James

Libby James Co-founded Merchant Advice Service alongside David Bird in 2016. Her finance background, coupled with retail and customer service experience, gave Libby the drive to bring transparency and non-biased advice to the world of merchant services. Having come from the heavily regulated mortgage and insurance industry, Libby found it puzzling that other financial sectors lacked regulation and transparency leaving customers confused and unable to make informed decisions when it came to accepting card payments. This was soon to become Libby’s obsession!

With the help of some of the industry’s best, Libby began to research acquiring banks, complex terminology/regulation, and the problems customers experience within merchant services and payment gateway markets. She spent years on sourcing solutions for complex clients, which previously others were unable to assist with. Libby established relationships with brokers and banks which would soon form the cornerstone of Merchant Advice Service. As a result Libby has been featured in high-profile publications across the web.

Libby is proud to be the entrepreneur’s champion, supporting start-up businesses regularly. Her industry insights can often be found on LinkedIn where she provides free of charge advice and money saving pointers. It’s safe to say she has her finger on the pulse of everything card payments related.

Libby speaks of her experience in founding and running Merchant Advice Service…

‘Merchant Advice Service is one of my greatest achievements to date. We help business owners to overcome card processing issues which can become detrimental to their business. We assist SME’s in finding suitable card payments solutions, helping them create their vision. Each and every day is different, exciting and fore filling. As technology advances I can’t wait to see the way in which the merchant services market advances, and I’m pleased that our business will play a part in educating company owners along the way.’

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