Mistakes casinos make alienating customers

[lcfc80]

You may have read a thread I did the other week about bringing a white label casino to market. I know instantly this would not be everyones cup of tea but I will be trying my hardest to do things the right way and keep people happy.

This is why I wanted to get a gauge everyones thoughts on simple mistakes casinos make that get on the wrong side of customers and annoy everyone so hopefully I can avoid making these same errors.

I have myself been on the end of plenty of spam so that is something I can safely say will not be happening, but if as players you can tell me some other things that gets casinos and customers off on the wrong foot I'd really appreciate the feedback

thanks

 

[vinylweatherman]

One major issue with white labels is that they are marketed as "independent casinos", but when a player wins, all of a sudden they are part of a group, and the player has winnings voided, or some other sanction, because of something they did at what was presented as a competitor, but was actually another white label skin provided by the same turnkey provider. Often, what makes things even worse is that these supposedly independent skins have been able to personalise an offer to a player through having access to data at the turnkey provider level with which to market.

The white label empire of Cassava is a prime example of this.

The other issue that can have a negative impact is documentation, especially where every casino so far has had no issue with their documents, and suddenly this one casino more or less accuses them of providing fake documents. This is usually an error made by the casino accusing the player of fraud, but it can have a significant impact. The impact can become even worse if the player then finds out that this casino is a white label, and that some of the other casinos run by the same turnkey provider have had no problems with the documents. In such a case, the entire white label portfolio from that provider gets tarnished, and the suspicions grow as to WHY there is suddenly this issue, and often this suspicion is that it is an underhand means to confiscate money from a player that has managed to win and withdraw at other white labels in the portfolio. Cassava are also a prime example of this, as are Rival.

Support also often seems to be an issue. White label support always seems to be worse than in-house support, and is often the dead giveaway that it is actually a white label casino, not an independent operator. Central support are often trained to keep the illusion going at all costs, but when faced with a smart player who has already figured out the structure, they just see front line CS telling them a "pack of lies" or "denying the obvious". The key error white label support make is to ask "which casino" when dealing with a player from a white label partner that has only one skin, along with "hello, x casino", when the player is actually a customer of y. This makes it obvious to a player that it's a white label central CS team, not an in house team, and they are already expecting poor service from this point on. The best policy here from a turnkey provider is to disappoint them, and offer better service than the player has received from non white label casinos with their own in-house CS.

 

[lcfc80]

really good post thanks

 

[dionysus]

No live chat.
Not having it at all is ridiculous IMO...if you can play and dep online, you should be able to readily chat online. I don't want an answers an hour or 2 (or days) down the road.

24 hr live chat.
If you can take bonuses at any hour and dep at any hour, you should be able to ask Qs at any hour.

 

[lcfc80]

As well as things I shouldn't do is there some things I should definitely do that some people forget

 

[dunover]

1. Have a verification submittal portal/link like Betsson and NordicBet do, and when docs are approved your account status shows 'verified' in your details - saves BS later on and pre-empts any excuses the casino may try on.
2. CLEAR bonus terms, i.e. an individual link applying to THAT bonus which the player is facilitating.
3. Software that does NOT allow attempted w/d's BEFORE WR is met, and doesn't allow over-staking if possible. If not, a pop-up upon opening a new game reminding player not to stake in excess of X.XX when the player still has an active bonus.
4. A decent maximum weekly/monthly w/d limit, not a stupid 1k a week rule or such. It just frightens players off beforehand, or pisses them off afterwards.
5. Live chat with agents hopefully actually knowing something about the casino you are playing at, not a generic pooled CS dealing with many different sites and skins.
6. A help file link on EVERY game stating TRTP and rules etc.
7. Above all FAST AND HASSLE-FREE PAYOUTS 24/7!!! With NO pending periods.
8. A nice touch which some sites do is to e-mail you when you submit a w/d request, and then subsequently e-mail you when it has been PROCESSED. As Chopley would say, 'we like that, yes we ****ing do!'.

This may sound pernickety, but there are sites on almost all softwares that do at least 6/8 of the above, like Guts/Virgin/JPP/PP/Unibet etc.

We are quite a choosy lot on here, so a new site would need to step up to the mark and show it can meet these criteria; failing do so we can get better elsewhere.

 

[Webzcas]

• Not Flushing Withdrawals upon Request
• Taking up to seven working days or more for a withdrawal to hit your account after it has been processed
• Making you jump through countless security hoops above the 'norm' upon making your first withdrawal
• Spam
• Cross Marketing

Just a couple of points for starters.

 

[lcfc80]

Don't know how to thank each post but great info so far people, thank you all and please keep them coming

 

[Andy Walker]

Don't know how to thank each post but great info so far people, thank you all and please keep them coming

Myself it should be all about getting the security issues sorted before the first deposit, come on they accept the money with ease but seem to infer possible money laundering when you wish to take the first withdrawal, it should be like a bank account which obviously deals with money, prove who you are first then proceed with transactions.