By Jashwant Patel, Slotegrator

Cards on the table: How to earn players’ trust in three steps

Jashwant Patel is Leading Sales Manager at Slotegrator. He has over 5 years of experience managing B2B and B2C sales departments in the online gambling industry. He started his career working in customer support for online casinos and grew to become the head of a department offering tailored services to VIP players. He joined Slotegrator with a strong focus on the company’s products and deep knowledge of what players need.

2022-01-24
Czech Republic
Reading time 5:17 min

In an analytical article, Jashwant Patel, the Leading Sales Manager at Slotegrator, shares insights on the importance of earning and keeping players’ trust, explaining that it is crucial to achieving success in the world of iGaming. He also explains the importance for any iGaming operator to acquire a respectable license, as well as offer quality games. Lastly, he mentions that operators need to provide an all-around outstanding experience, smooth from registration to withdrawal.

A dazzling game selection, thrilling tournaments, and appealing bonuses are a great draw for any online casino. But when players talk to each other on forums and message boards, what do you think is the first question they ask about a new casino brand? 

Are they trustworthy? Is this a good brand? 

No point in taking a bonus if you doubt that you will be able to cash it out, and why participate in a tournament if you fear that the site is going to vanish tomorrow. This is Maslow’s pyramid of a casino player: Trust comes first. 

Why trust matters 

It might come as a surprise, but trust is a cornerstone of the gambling business. Making bets and playing already involves a degree of risk — a win is not a certainty, by any means — and it makes sense that to participate a player has to trust the process and trust a casino with their money. It’s a basic social contract: the player stakes their hard-earned cash with an understanding they will get back more if they win. He or she also provides sensitive personal data. The risk is entirely on the player’s side. 

Beyond that, trust also means loyalty. The casino’s cash flow depends on regular players, and competitors do everything in their power to lure them away. 

And what if in a given month, that competitor succeeds in offering a better deal, a newer game, or a fatter bonus? The only thing that protects your business, in this case, is the fact that people tend to buy from the brands they trust. 

That’s exactly why acquiring a new customer is five times more expensive than retaining an existing one, and why brand building is so important.

Here are three steps on how to win your player’s trust and then keep it.

STEP ONE: Be legitimate 

People unfamiliar with iGaming often ask: is it even legal? 

Yes. Yes, it is. But experienced players visiting any online casino or sportsbook site know that you have to make sure it’s legit before making a deposit.

So for an online casino that wishes to start a relationship with its players on the right foot, the first crucial step is getting a license. 

Jurisdictions across the globe vary when it comes to the price, stringency, and number of hoops an operator has to jump through to get a license. The majority of operators seek professional help to make sure their time and effort are not wasted.

But after it’s done, the license gives an operator credibility in the eyes of the banks, suppliers, and — most importantly — players.

Licensed games with a transparent RTP, acquired from a reputable content provider, is another big step in the right direction. The market is absolutely saturated with titles of all sizes, shapes, colors, and styles, but what matters to the player is if the slot works the way it’s supposed to.

Some online casinos make the mistake of thinking players can’t tell if a game works properly. The truth? They’ll find out.

For starters, a tech-savvy player can gauge some information about a game they are playing by using the “inspect” feature in their browser. They can see which server the game talks to, and in certain cases see the RTP written plain as day in the code.

Aside from such direct methods, players share experiences on forums, and when a large number of players have the same doubts and frustrations, the reputation of a casino dwindles. 

When the game is from a licensed provider which has RNG certificates (like eCOGRA), the player knows that the RTP and other game functions are verified. 

STEP TWO: Maintain your reputation

Some things are easier lost than gained, and a good reputation is one of them. 

The internet remembers. Once you tarnish your reputation with a scandal or a series of bad reviews, it’s almost impossible to start with a clean slate. 

This means that the best way to make sure your brand doesn’t make a bad first impression is to avoid getting a bad rap in the first place. 

Timely withdrawal of funds and quality support is crucial for managing your relationship with your players. Online casinos offer a service after all — the players rightly expect attention and professionalism, and they will absolutely remember and commend the high quality of your business practices. On the other hand, if your staff is unhelpful and your processes are prolonged and convoluted...let’s just say it’s not the best foundation for a good relationship.

Treat your customers well and they will trust you and your brand. 

Another amazing tool for building trust is a transparent bonus policy.

When the bonus offer is full of fine print conditions, exceptions, and complications, the players feel cheated, even if from your point of view it’s their fault that they didn’t go through terms and conditions thoroughly enough. 

Of course, leaving yourself open to bonus abuse is a horrible idea, but it’s wise to make sure the reason for the bonus’ existence is not lost in the process.

Make sure it’s very clear and understandable how the bonus is meant to be used, and remember that a bonus has to be a good deal to work as a marketing tool. 

Speaking of marketing, don’t forget to invest in a positive brand image: the quality of your website and ads, high-profile partners and affiliates, and games from big brands will certainly help. 

The design of your site and stability of your platform are equally important: nothing projects confidence and inspires trust better. 

STEP THREE: Reward loyalty

Loyalty programs are a very important part of the casino experience. For most online casinos, the majority of their revenue comes from a minority of high-frequency, high-stakes players. Losing one of these players to a competitor is especially painful.

Bonuses and special treatment, like priority support, are all great ways to let your high-rollers know you value them. VIPs can get earlier access to games, play in special tournaments, or receive merchandise. 

To incentivize these players you can implement a system of loyalty points that can be accumulated by playing on a regular basis or even simply offer large deposit bonuses to regular bettors. 

Some iGaming operators take inspiration from the land-based industry, which is famous for treating their high-rollers like superstars, with free hotel rooms, limousines, and tickets for boxing matches. You don’t have to think this big — even a little gift (like a bottle of wine) feels personal and will be greatly appreciated.

But don’t forget about the rest of your users. Bonuses and participation prizes will make your players feel special and add value to their casino experience. 

At the very least, they will see that you give as much as you get — a great sign of a trusted and beloved brand. 

TRUST = QUALITY

In players’ eyes, trust means everything: good service, reliable support, and a pleasant gaming experience. Slotegrator works with numerous online casino and sportsbook brands, and we know there is one thing you shouldn’t gamble on — quality. 

Our legal experts help companies obtain a gaming license, open a bank account, and be ready for audits and due diligence checks, while for those who’ve already established themselves in the market, we have a robust partner network of great game content providers.

If you are a newcomer to the industry who wants to get a strong start in your target market, or an experienced iGaming operator looking to make your brand even better, click the button below and get a free consultation. 

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