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It's an important topic, thanks for starting it, PNWGirl38. And an excellent analysis, as usual, by Jetset.
I agree with both posters. While 32Red is not the only good casino around, it is a perfect case study on how to properly run an online Casino. From what I've seen in the forum lately, it looks like a lot of people are taking their business from some other MG groups to 32Red, because of the problems PNWGirl38 mentioned.
From the recent discussions here, I have noticed that the main issues making people unhappy are related to 1) bonuses and 2) customer support
Simmo! pointed out elsewhere in this forum that a lot of players would like to see more emphasis on rewarding loyalty, instead of match bonus offers with tight WR's attached. I could not agree more. Sure, the bonuses cause a lot of grief to players, but more importantly, bonus-related queries and hassles seem to overload the casino customer support teams, which results in poor overall support. A regular, non-bonus player is not happy when he/she gets poor CS because the CS is too busy handling the sign-up bonus players' issues.
The problem is, it seems that a lot of the casinos get most of their profit from new players signing up for the bonuses, at least in the short term. It seems that unfortunately the casinos can't afford to focus on their loyal players. Obviously I don't have the solution to that, but I think 32Red is showing that focus on loyal players will give better results in the long run, and risk of bad publicity is smaller.
I'd like to see the monthly cashback % for loyal players increased at the expense of signup bonuses. To me, getting some of my losses back at the end of each month is a strong incentive.
I agree with Jetset that organizations such as eCogra are important, and need to be developed further. I think Casinomeister is already such an organization, and the Meister has proven that he can really make things happen, more so than eCogra I think. Clearly, a regulatory organ is needed to protect the players, and such an organization can protect the casinos as well.
We can encourage this development by playing at Casinomeister approved and eCogra approved casinos; by voting with our wallets.
Cheers,
SM
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