I was one of the first people to play at your site. And I still am going to say the same thing as I said before - RTP up providers like NLC, Pragmatic, Thunderkick, and any others. This is the only thing stopping you from getting on the same level as the Gamdoms, Bitstarz, BC.Game etc, Rollbit, 500. all of which offer highest RTP and also instant payouts and nice VIP perks.
I played on your site because of the initial bonus terms and because Hacksaw is at max RTP so I could comfortably sit there and do bonus buys across their catalog. I stopped playing there because Hacksaw eventually goes cold, and I'm not going to change to do bonus buys on Prags and NLC set at 94%. I might as well piss gasoline on my money and light it up. Once the novelty wears off this will ring true for many players.
The customer service is fantastic and certainly a draw. But at the end of the day the product needs to align with what you're trying to accomplish. Lowered RTP is big pull away on such popular providers.