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What makes a casino succesful?

Discussion in 'Online Casinos' started by gfkostas, Sep 24, 2006.

    Sep 24, 2006
  1. gfkostas

    gfkostas Ex-Bonus Whore

    Occupation:
    IT
    Location:
    UK
    "Boring" thread. You've been warned:p

    --

    Am kinda suprised that many so called top notch companies can't get some basic things right such as customer support. In my view almost everyone seems so obsessed to solve problems by dealing with content and the sequence of things rather than context which is from where problems arise.
    It is obvious in my eyes that these "not so good" casinos do not understand the simple fact that success doesn't come from immitating the sequential domain of A->B->C of other succesful companies but rather comes from copying the principles of which success is produced. That belongs to the invisible non linear ABC domain which when put into practise results in the sequnetial reality of A->B->C that we all see and judge with our eyes. For me and according to my experience of life the source of a succesful person/company isn't in the sequential "cause and effect" material world but in the spiritual therefore trying to manipulate the order of things is at times wasteful and extremely costly.
    True positionalities of Power that adhere to the context am trying to convey to you seem to be very cheap and extremely effective if put into practise but that requires that we get rid of our "needs" and begin to ask the question: How may I serve you?

    One of the main reasons people praise certain casinos isn't because they have fancy graphics but because they understand that feelings determine deposits.
    Succesful casinos seem to be wholeheartly at service of others while being detached from "how much I earn" mentality. They understand at heart that in this universe we are all part of 'life' and therefore you have got to be kind towards everything since they are you and you are them at least at the core of things. In order to have success chase after you have to stop being concerned with "details" and egocentric "whats in it for me" mentalities.

    Here's what I mean:
    ''A big cat saw a little cat chasing its tail and asked: Why are you chasing your tail ? The little cat replied:
    I have learned that the best thing for a cat is success and that success is in my tail. Therefore, I am chasing it, and when i catch it I shall fianlly be successful. The old cat said: My son, I, too have paid attention to the problems of the universe. I, too have judged that success is in my tail. But, I have noticed that whenever I chase after it, it keeps running away from me but when I go about my business it just seems to come after me wherever I go....''

    Conclusion: Less is more:)

    I would appreciate any comments on what you think is that which seperates succesful operations(casinos) from rubbish ones.
     
  2. Sep 24, 2006
  3. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    Occupation:
    IT Director of Operations
    Location:
    Left Hungary
    One that actually listens to the players suggestions/complaints and DOES something about it vs the ones that just mimic listening and go about doing the same foolish things that got them on the "chit" list in the first place. :D

    Love the kitty cat story :lolup:
     
    1 person likes this.
  4. Sep 24, 2006
  5. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    You weren't kidding were you? :eek:

    silcnlayc summed it up perfectly! :thumbsup:
     
  6. Sep 24, 2006
  7. gfkostas

    gfkostas Ex-Bonus Whore

    Occupation:
    IT
    Location:
    UK
    Indeed he did but I would prefer something that would give away some useful ideas to casino representatives. What we say might just make some minds to recontextualize their paradigms and look at things differently which consequently and hopefully will serve us better. If they could extract from our writings some significance and meaning as well as shift their paradigms from the descriptive to the subjective and experiential we would all be better since it doesn't take a great mind to know that only by being at service of others you are to flourish in whatever way. I say experiential because knowing that something is "good" for you and your company doesn't come from listening to what someone says but by identifying with it by practising new principles that will change the business ethics and orientation of the company around. Just reading what someone says without an attitude of open mindeness doesn't help.
    Nowadays people only like to demand others to change but they do not help them towards that at all. I know that casinos are supposed to know enough to get their act together but as it is evident they don't so dropping your opinion doesn't hurt.
    Let's offer some suggestions with this thread and who knows.....someone might get something important out of it.


    There are many who find such discussions as "boring" for they refer to the mechanics behind that which facilitates an action speaking of which if they are not corrected bad customer support arises.
     
    Last edited: Sep 24, 2006
  8. Sep 24, 2006
  9. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    I think there was a very smilar thread quite recently gfk. If memory serves it had a few good ideas in there. Might be worth searching out.

    Cheers

    Simmo!
     
  10. Sep 25, 2006
  11. The Watchdog

    The Watchdog Dormant account

    Occupation:
    sports, poker, casinos
    Location:
    Costa Rica
    A Succesful Casino

    The key to success is not hard...

    For me it seems that this great industry has some royal morons behind some operations.

    Some times I even think that a guy selling Hot Dogs in a coner runs his business better than several gambling sites.

    For what I have learned, I believe that several managers, supervisors and owners are not aware that we gamblers are a difficult market. Keeping us happy is not easy, and with the minor detail we dont like; we take our business some place else.

    Customer Service, at many sites, is lousy. Its a matter of caring for the customer. Your business is located in a foreign country and you are expecting for people to trust in order for them to send you money... I think the least you could do is treat them with some professionalism and respect.

    In my experience for several Customer Services Departments, I have learned one thing... TREAT YOUR CUSTOMERS THE SAME ALWAYS, REGARDLESS THEIR ATTITUDE, LIFE TIME LOSS OR ACTIVITY...

    You dont know when a new guy making an inquiry might become your best customer in 2 months. So from the beginning treat them as kings.

    A guy who has deposited $20, treat him the same as the one who has deposited $20.000.... Its a matter of providing reliable and polite service at all times.

    What makes a site succesful?


    • Professional Customer Service
      Fast Payouts (The Faster you pay, the faster they will deposit back)
      Easy using website and software
      24-7 phone, chat and email service (dont say you offer it, for then not to)
      Reliable Customer Care Dept
     
    1 person likes this.
  12. Sep 25, 2006
  13. gfkostas

    gfkostas Ex-Bonus Whore

    Occupation:
    IT
    Location:
    UK

    :lolup: you got a valid point there
     
  14. Sep 25, 2006
  15. johnsteed

    johnsteed Ueber Meister

    Occupation:
    N/A
    Location:
    N/A
    ***


    The Watchdog



    ... or even the guy who's "renting-out" his "dog" in the corner is likely making more sound decisions. ;)


    continued...





    Seriously though, this list pretty much covers every important element one would be looking for in a reputable casino. :)


    With all of this talk of how casinos should upgrade to 24-7 "Live Chat" - to which I FULLY agree with - sometimes I wonder if it's actually more detrimental for them to do so.


    When players lose, they generally need a place to vent. I would suspect many people probably make their way over to the "Live-Chat" icon, immediately after going from endless possibilities to nil. Complaints about everything ensue, whether it be the lousy variance of the RNG to how it's just the person not playing the game the right way. In any case, the customer support/operator can't do much, probably can't say anything that will please the customer, and the reps. are most likely left with going by the book and responding with formulated responses that the customer has seen a billion times before. Losing players - I suspect - don't want to keep reading the same thing, reminding them of the vicious cycle of losing.


    Players coming off losing sessions, may be desperate for that big win that's never coming, and may even be more desperate for answers or hand-outs that the casino probably can't provide. How these particular scenarios benefit the casino that have "Live Chat", I truly can't see how. Caught between a rock and a HARD place.


    On the other hand, a faceless casino that only responds to emails in an appropriate time-frame, may in fact have an advantage over those casinos that offer "Live-Chat". They can respond in a 15-30 minute time frame, which may be enough time for the player to cool down some. While they still may not be a position where can say anything that will please the losing player, they're less vulnerable at saying the wrong thing.


    Another way of looking at it, is that if the player potentially says the wrong thing, he/she may want to save face at a later date and NOT go back to that particular casino (which offers "Live Chat"). They could have embarrassed themselves beyond repair by the way they conducted themselves via chat that last time. I would have to think that firing-off emails of the wrong tone, doesn't carry the same weight as having a bitter chat session. We're far more likely to remember who we were last chatting with (and avoid that person), as opposed to that signature from the casino rep. left at the tail end of an email (and avoid whomever that may be).


    Regardless, I do prefer casinos that do offer "Live Chat" 24/7. :thumbsup: We all know how it benefits the player, but I suspect that's not how every operation sees it.


    Steed

    ***
     
    Last edited: Sep 25, 2006
  16. Sep 25, 2006
  17. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Let's flip to the other side of the coin. A successful casino/operator is an establishment that can pay its licence fees (especially RTG in the Safebet era) and can set up numerous deposit options with a couple of part-time staff. They will offer 100%-500% bonuses and if anyone wins you wont be paid if they total more than 40% of your total deposits so far. Otherwise, you will have every excuse in the book to be denied your winnings eg the check was sent but you didnt receive it eh or your documents were unvlear/never received. It all boils down to how much you have ripped off the newbies in a short time span. So a successful casino is one that rakes in the most within the shortest possible time. When its time no more newbies join them because of thie reputation, they just fold up or use another name or software and start all over again. They dont have to use much capital, so its a winning formula for them.
     
  18. Sep 25, 2006
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    So True

    This is so true, and boils down to how success is measured. A rogue does not care a fig about building a good reputation as all the need to do is repeatedly "hit and run" with new identities. I doubt regulation will put a stop to the determined rogue either, many companies here in the UK use the same modus operandi, and when they have milked the poor witless punters sufficiently to have the regulators hot on their heels the simply go bankrupt, say "sorry" (having hidden the proceeds away from prying eyes through dodgy corporate manipulations), and give in to being wound up with unpayable debts. Then they have a "friend" buy the company assets and/or identity, from the public receiver and repeat the process over again.
    All the (casino) companies despair at all the fraudulent players out there, but they should remember the bricks and mortar consumer companies who showed us all how to do it, and get away with it in the teeth of some of the strictest regulation in the world.

    From the player's point of view though, a successful casino operation is one that builds a reputation so good we would recommend them to our Grandmother!

    One key element seems to be how companies set up their customer service operations. The good companies seem to keep it in-house, and use well trained staff with considerable leeway to make decisions at the time of contact if the conditions are abnormal without worshipping the rule book. Poorer companies seem either to outsource CS, or employ low ranking staff who are given a rigid set of rules to follow, and when they encounter a situation not catered for, they simply cannot help, nor put the customer on to someone who can. When allied with a non-responsive chain of complaint escalation, this leads to a poor reputation, regardless of branding.
    Another problem is fragmentation and poor internal communication. This can leave even the best of CS staff unable to make a commitment to the customer to do the simplest of things, as it relies on another internal department that will go it's own way in deciding whether to prioritise the issues in the same manner as promised by CS.

    Particularly with online casinos, there is no real incentive for most to build a quality reputation if these means less overall prospect of profit. It is only groups that have had a number of casinos, and been around for some time, that have a vested interest in being able to market on trust rather than having to have the best short term new player promotions to draw in the customers. Large groups are also less likely to want to "cut and run" as they will often have a stock market listing, and institutional investors can be unforgiving if a company does not live up to expectations, and are less easily fooled by corporate trickery (although they can be if it is done well, such as at Enron).
     
  20. Sep 25, 2006
  21. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    Just speaking from experience, the 3 things i'm looking for are -

    - Quality and variety of games (Microgaming by a mile at the moment, however others are improving)

    - Cashout times

    - Most important, quality of customer service

    I also think the services or teams that a casino chooses to associate itself with will always improve the image of the proprietor - e.g. 32 Red now sponsoring Aston Villa FC, Mansion Casino sponsoring sports events, etc.
     
  22. Sep 25, 2006
  23. frufrugirl

    frufrugirl Senior Member

    Occupation:
    retired
    Location:
    NorthWest USA
    For advice to Casino's I would say "keep it simple, keep it clean, keep your csrs, then you will keep your customers!!":)
     
    1 person likes this.
  24. Sep 26, 2006
  25. CasinoForumu

    CasinoForumu Dormant account

    Occupation:
    Manager
    Location:
    Bursa
    Thay may open forums on their sites.With this way, they will seem more honest.And will be able to listen their players on same time,for free.
     
    1 person likes this.
  26. Sep 26, 2006
  27. frufrugirl

    frufrugirl Senior Member

    Occupation:
    retired
    Location:
    NorthWest USA
    *
    *
    *
    *
    ***************I LOVE THAT IDEA !!!!!! **************

    LOVE IT LOVE IT LOVE IT........:notworthy
     
  28. Sep 28, 2006
  29. gfkostas

    gfkostas Ex-Bonus Whore

    Occupation:
    IT
    Location:
    UK
    In fact feelings create context. In essence this means that casinos motive, which arises from the principles that they are commited to,determines their capacity to understand and, therefore, give significance to their actions and conduct. Having no or limited capacity to understand the mechanics behind the ''being at service'' consciousness will ultimately lead to disaster sooner or later.
    Moreover the attachment or even worse addiction with 'profits' that many casinos have should be abandoned. Repetitive satisfaction of the desire satiation cycle leads to habituation which may escalate in vulnerable companies to severe craving and addiction where players needs are ignored.
    In addition as it's commonly seen addictions supersede rationality and company-preservation despite even severe consequences thus the "goal" for profits becomes more important than keeping the casino alive in itself for to "get rich" really means to "be rich" and not the other way around. Getting a couple of players $uckered out may momenteraly satisfy certain egocentric positionalites but at the end we all know that in order for a casino to stay aline there has to be something at the core of things which is far higher than "making profits" mentality
     
  30. Sep 29, 2006
  31. Stone

    Stone Dormant account

    Occupation:
    Customer Support Team Leader
    Location:
    USA
    Online Casino Customer Service

    Hi guys

    My name is Stone and I'm in the Online Gambling industry. I have gone through what you have posted here and would really like to find out what you think should be done to up the state of customer care in this industry.

    Because we do not get to personally meet most of our players it becomes very difficult to gain their trust, especially after they have had a bad experience elsewhere. We do our best to meet the player's ever changing and sometimes tailor made demands. We also treat our player's the same, regardless of their account balance. An exception obviously applies to VIP players who would have a dedicated team deal with their every request.

    Also, which casinos have given you great care? I would really like to see what they do so we can do the same in our operation.

    I would really appreciate a top 10 list if I may.

    I value your responses and will see to it that these are implemented as soon as possible should I find them feasible. I will go as far as giving the best responses access to a $200 Free Play Bonus promotion. Please e-mail your answers to the below noted address.

    All responders that qualify will get access to this promotion. Trust me!

    I am looking forward to your responses.

    Stone
    This email is not visible to you.
     
  32. Sep 29, 2006
  33. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Can you clarify which casino you are from please Stone?


    FYI Mansion have given up sponsoring sports events. They now sponsor Tottenham Hotspur.
     
  34. Sep 29, 2006
  35. Stone

    Stone Dormant account

    Occupation:
    Customer Support Team Leader
    Location:
    USA
    Service

    Hi Simmo!

    I am unfortunately not able to give this information at this time. I only have the power to make service decisions and this would be putting us in a bit of a legal position as far as Marketing and exposure is concerned.

    I am from a very reputable group. We hold 10 casino brands and 3 Poker rooms. We have been around since 2000 and I think that our customer care is quite decent.

    Thank you for your response.

    Regards,
    LeRoi
     
  36. Sep 30, 2006
  37. gfkostas

    gfkostas Ex-Bonus Whore

    Occupation:
    IT
    Location:
    UK

    I beleive I've already made some valid and worthwhile suggestions. Can I get the bonus?:D
     
  38. Sep 30, 2006
  39. The Watchdog

    The Watchdog Dormant account

    Occupation:
    sports, poker, casinos
    Location:
    Costa Rica
    Way easy my friend.

    My advise ----> READ FROM HEAD TO TOE THE EVIL ONES SECTION ...

    Once you have done that... MAKE SURE NOT TO DO THOSE MORONIC, INCOMPETENT AND NON-PROFESSIONAL MOVES..

    Some other stuff could be considered, but that section pretty much summarizes all mayor royal screw ups by gambling sites. :thumbsup:
     

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