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Casino Surveys?

Discussion in 'Online Casinos' started by Simmo!, Jul 3, 2007.

    Jul 3, 2007
  1. Simmo!

    Simmo! Moderator Staff Member

    Web Dev.
    Over the course of 3-4 years, and mainly because I'm testing to be fair, I must have opened getting on for 100 casino accounts. Of those, a few have "stuck" so I probably now have 5 or so casinos that I play regularly, some more so than others, whether it be for games variation or whatever.

    So I was thinking....in all that time, I have never once received an email from any of the casinos I played, then stopped playing, asking why I stopped. I have had the odd question on "uninstall", by which time it's too late, but unless my Spam filter is doing overtime, no-one has asked why I haven't deposited for 3 months.

    If they asked, they would probably understand me and their players a little better. I wonder if it's because they don't want to have to react to each player individually, or are afraid of the results? But it seems strange. I'd have thought they'd be trying hard to retain UK players, especially in light of the UIGEA. There are a few casinos where I would probably still be playing if it wasn't for one minor thing.

    I get the odd "come back" bonus offer, so I guess they assume free money is what drives me. But I would have expected them to ask me why I no longer play! I'd happily tell them if just sent me a simple email asking for my reasons.

    Anyone else find that or do they just hate me? :)


    2 people like this.
  2. Jul 3, 2007
  3. Mousey

    Mousey Ueber Meister Mouse CAG

    Pencil Pusher
    It was the same for me, even before the UIGEA. Kind of leaves the impression that the great majority of casinos care very little about retaining players doesn't it?
  4. Jul 3, 2007
  5. winbig

    winbig Keep winning this amount.

    Unless you're a big depositer and player, I really doubt they would care about keeping you on board.

    I'm sure if a whale suddenly stopped playing, they'd be calling their house within 72 hours to find out why!


    Either way, I think it's an insult for a casino to send out a "come back" bonus offer. That just proves that you're just a #, not a player, in their eyes.
  6. Jul 3, 2007
  7. Simmo!

    Simmo! Moderator Staff Member

    Web Dev.
    They should do...lots of big players start out small.
    1 person likes this.
  8. Jul 3, 2007
  9. NZmumof4

    NZmumof4 Dormant account

    slacker NOT!!!!!
    SNOWY vt
    In the past 12 months I have stopped playing at 2 major casinos & I was a regular depositor not thousands but 100's ( although the 100's add up fast). One I stopped playing at because something made me very unhappy & they really did not try to bring me back..the other has never tried either ...so I think you are right if you are a HUGE depositor it is the only time a casino would bulk & contact the player pretty fast to find out why.
  10. Jul 3, 2007
  11. babs7262

    babs7262 Banned User

    On Disability,p/t online slots reviewer
    Good Question Simmo

    Im wondering if the reason for this is because maybe the casino is afraid of getting accused of pushing you to gamble when the reason for quitting could be a gambling problem. There are people out there that will sue companies for trying to push their product on someone that purposely uninstalled it(whether its a porno site or gambling site) because of issues that have taken over their lives

    I dont know...Im probably not right but you never know
  12. Jul 3, 2007
  13. thetic

    thetic Dormant account

    Project Manager
    If I remember correctly at the River Belle group when you go to uninstall the software (have done this a few times as I go into hissy fits with them from time to time, remember the Gift Rap promotion anyone?) a pop-up appears asking why you are uninstalling the software but do agree that most don't seem too concerned. Agree with other posters though that if you were a hefty & regular depositor (you know what I mean!) and infrequent withdrawer they'd soon be in touch...
    Last edited: Jul 3, 2007
  14. Jul 3, 2007
  15. MPB

    MPB Dormant account

    Bet Direct Casino did a survey recently, maybe they are still doing it, I don't know. Anyway they sent me a survey via email about what I liked and what I disliked, how I would rate CS etc and I received a 20$ bonus with very modest WR for answering all their questions.
  16. Jul 3, 2007
  17. Rusty

    Rusty Banned User - repetitive flaming

    Manchester UK
    Well I am definately a low roller and deposit around 150-200 per Week various casinos but 100 more like me and that is 1 million a Year so any Casino that considers low rollers as insignificant deserves to fail.
  18. Jul 3, 2007
  19. EasyRhino

    EasyRhino Dormant account

    San Diego
    I think any casino would want to be really careful about wasting time on sending surveys to the "fleas". For instance, people who created an account but never played, or *many* people who got the sign up bonus and didn't play since.

    More importantly, a customized exchange with each low-roller would probably be prohibitive. There are too many, and the profit potential is tiny (I mean, the house's edge on $200 in action is only like $10).

    I think some sort of highly automated multiple-choice survey might be a good idea for a lot of casinos to send to dormant players. Of course, they would have to develop such a survey automation. And as we've seen, online casinos aren't always the leader in technology.

    ... Then again, I've had CSRs at a few RTGs (mainly our friends at Virtual Group) call me out of the blue to "see how I'm doing" or inform me of a phat bonus. Didn't seem very automated or efficient at all. This coincidentally usually coincided with a loss of a few hundred dollars.
  20. Jul 3, 2007
  21. aka23

    aka23 Dormant account

    Planet Earth
    A few casinos have asked me why I stopped playing, but they are in the clear minority. An example email is below. Some of the less reputable casinos have gone so far as to call me on the phone and ask.

    "Hi ...,

    We are always striving to improve our service at bet365 in order to provide you with the best possible betting experience. We have noticed you haven't used us in a while and were wondering if you had experienced any problems or have been dissatisfied with any aspect of our service. If there is anything we can help with please do let us know. We are very grateful for any feedback we receive..."

    I expect that casinos give more personal attention to players they designate as high-rollers/whales/VIPs, including chance of such inquiries.
  22. Jul 3, 2007
  23. GGW Laurie

    GGW Laurie Dormant account

    Self Employed
    In the Beautiful South !!
    does anyone know?

    is peak entertainment sands of the caribbean,49ers, omni are they still open at all? i used to play there alot until you remember that :mad: anti gaming law went into effect. i know 49ers took u.s players for awhile but i heard that they are not in buss. anymore. anyone know about this and if its true?
  24. Jul 3, 2007
  25. Simmo!

    Simmo! Moderator Staff Member

    Web Dev.
    49er is gone. Sands is now CS Casino.

    That's exactly the type of email I was thinking about. That makes sense to me and I'm surprised no-one else really does it. Doesn't really surprise me that it comes from one of the UK casinos either. Bet365 have a good rep and a good business going.
    1 person likes this.
  26. Jul 3, 2007
  27. lojo

    lojo Banned User - repetitive violations of <a href="ht

    If CS were better at many places there'd be no reason to uninstall at all.

    I don't see why it would be much different than any other sort of business, where retention is at least as important as recruitment... for the most part I think it might boil down to their initial marketing with sign up bonuses being the crux and so many people just hopping from SUB to SUB, but that will surely change, won't it? They can't market like that forever and expect all new business to come from novices.

    Gamblers are a fickle bunch and can drop a casino for any reason, but I would focus on retention of even the low-rollers as they can turn into heavy bettors. And though the house edge might be 5% on slots, i would bet that most low-rollers turn that into 100% before they get off the machine and deposit again. (whales may too) Few of us know how to quit when we are ahead.
    1 person likes this.
  28. Jul 3, 2007
  29. heatherad

    heatherad Senior Member

    I've had a few casinos email me and one casino that called continuously.
    I could faithfully pin down the exact time they would call and offer me a *big* bonus if I went online and deposited at their casino that night lol.
    Did I ever mention how glad I am to know who the *rogued* casinos are now. :p
  30. Jul 3, 2007
  31. cheekymonkey

    cheekymonkey Ueber Meister

    Back at my mums
    Roxy Palace email about once a week asking me why I have not been playing recently.

    Overall, I have lost a bundle with them so that's probably why. :p

    I think I saw a thread here about cashing out problems which put me off, hence the reason for no return.
  32. Jul 4, 2007
  33. rob3786

    rob3786 Dormant account

    casino affiliate director
    Whether you spend alot of money in casinos shops hotels or save alot of money in banks all these businesses will contact you all the time, because they all want your money. Yet if you deposit in casinos a little bit of money here and there or save a little bit no one really cares that much.

    Some casinos I have made small deposits a couple of $ and the customer service have still treated me as if I was spending $$$$ this is what you want for your players!
    1 person likes this.

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