One of the key secrets of how staying tuned in the iGaming industry’s updates is definitely the online events like conferences and webinars. GBC Time Round-Up was one of those online events, which provided a few leading experts in the market to discuss the most interesting topic such as casino player retention and all the difficulties of the process.
About GBC-Time iGaming Round-Up 2022
At the end of November, it was a chance to attend the online event dedicated to the latest updates both in the iGaming and digital marketing industries. Various speakers and experts from all over the world shared their experiences and views on the future of the business.
Talking more specifically about the speakers, the online audience could watch speakers with huge experience in the leading companies, including Evoplay, Slotegrator, GamZix, TvBet, Parimatch, and Casino Guru.
Considering one of the main drivers of the casino business’s success, one of the top goals is definitely player retention and satisfaction. This process might be stressful and complicated in different senses, however, Šimon Vincze – one of the GBC-Time iGaming Round-Up speakers shared his personal tips, views on the industry development, and technological progress.
GBC time has highlighted the most interesting and useful facts about casino player retention these days shared by Šimon Vincze.
Player retention and satisfaction discussed by Šimon Vincze
Without complaints, it is impossible to satisfy the audience. Šimon Vincze pays enough attention to such a factor as the complaints. Here is the Complaints resolution for 2022, which in total are 8 172. There are 3 main groups:
- Rejected – 4226;
Curacao – 53%;
None – 24%;
Malta – 15%. - Resolved – 2 465;
Curacao – 55%;
None – 22%;
Malta- 16%. - Unresolved – 1481
Curacao – 50%;
None – 33%;
Malta- 11%.
Vincze has also shared his personal view on the specific factors that directly influence player satisfaction and retention as well.
Talking about the specific complaints that are most likely to see in the online casino business, there are a few things that bother players of all ages worldwide.
Most common complaints in 2022
Delayed payment
When it comes to finances, any of the customers would be extremely attentive to the terms, conditions, methods, and commission. Touching online gambling, which is impossible without financial operations online, such a problem as delayed payments may be a fly in the ointment in the player’s experience.
In total, online casino customers’ complaints related to delayed payments are counted as 3 113 (38%).
Šimon Vincze shared his personal tips on how to minimize such a negative experience with the payment process for the players. There are three simple rules to follow:
- Avoid intended delays;
- Realistic processing times;
- Fast & helpful communication.
Account verification
An account is an irreplaceable thing for high-quality online casino gaming. However, a lengthy registration and identity verification process can significantly degrade the player’s experience of the process.
According to the information provided by Vincze, 13% of the complaints are related to problems with the account verification process.
How to avoid massive customer dissatisfaction? Here are the most useful tips you might need:
- Avoid friction in the process;
- Clear definition or requirements;
- Better design & communication;
- Customer vs email verification.
Blocked accounts
Around 6% of online casino customers feel unsatisfied by the operators’ decisions on blocking their accounts. Such a punishment might be caused by various reasons and even by mistake, but still, the experience of being blocked on your favorite online casino website is definitely negative.
Is it impossible to minimize the complaints from the players? Of course! Šimon Vincze provides three rules that would be helpful:
- Avoid confusion & panic;
- Blocking after big wins;
- Active communication.
RG & self-exclusion
According to the speaker’s research, the complaints related to RG and/or self-exclusion are counted by 6.2%. It may seem so difficult to avoid, but there are some ways to minimize the negative experience of the players:
- Reason for SE & panic button;
- Avoiding troublemakers;
- Effective implementation.
Casino bonuses
A casino bonus is a pleasant surprise for every player, however, there are also some cases when a player may have some problems with the system. GBC-Time Round-Up speaker offers four rules to follow to make the customer’s experience better.
- Do not expect people to read T&Cs;
- Unfair & predatory bonus rules;
- Investigation of cases;
- Employee education.
Conclusion
GBC-Time iGaming Round-Up has gathered online around 1 000 viewers, who were interested in the future perspectives for such industries as iGaming, casino marketing, and technological development.
