"Players have become more experienced and know what to look for when choosing an online casino"

Sebastian Jarosch is an iGaming expert who has in-depth experience in the iGaming industry. He has worked in various jurisdictions, navigating the online gambling landscape in many countries with success.

During his tenure at various companies, he has overseen the development and eventual success of many campaigns. Some of them have won awards, including EGR Awards for Best Affiliate Programme 2020, EGR Nordics Awards for Best Affiliate Programme 2022, and Affpapa Awards Affiliate Programme of the Year 2022.

In this interview, Jarosch shares insights on casino players’ expectations.

How have player expectations evolved in recent years when it comes to choosing an online casino?

Players have become more experienced and know what to look for when choosing an online casino. A few years ago, a large welcome bonus and a well-known game provider might have been enough to convert.

Today, players expect more substance. They're looking for fast withdrawals, responsible gambling tools, fair bonus terms, and proper localization. The modern player is better informed and demands a seamless, secure, and transparent experience from start to finish.

What role does transparency play in building trust with players, and how can affiliates promote it effectively?

Transparency is everything. It builds credibility, sets realistic expectations, and fosters loyalty. Affiliates can earn trust by publishing honest, fact-based reviews that clearly highlight both the strengths and weaknesses of an operator. Users appreciate when you’re honest, especially if you point out potential red flags like weak licensing or slow payouts.

Aside from bonuses, what do players now consider to be “real value” when evaluating a casino?

Real value now means an outstanding product, localization, and player-friendly terms. Players look at withdrawal speeds, licensing, game variety, mobile performance, and customer support. Loyalty programs, gamification features, and unique rewards also contribute to a positive experience. But at the core, players want to feel safe, respected, and valued.

How important is the user experience (UX) in the decision-making process for modern players?

UX is crucial. Players are put off by lengthy registration flows, slow-loading pages, or poorly translated content. They expect a clean, intuitive interface that works seamlessly on any device. Issues like unclear withdrawal policies or incomplete bonus terms can quickly cause players to lose interest. Great UX leads to higher conversions and stronger player retention.

Are players becoming more educated and selective in how they evaluate online casinos? If so, how?

Players now research licensing bodies, read user reviews, compare bonuses, and even follow community forums or streamers. They’ve learned to spot unrealistic wagering requirements, low RTPs, and misleading promotions. In response, affiliates have had to level up their content, offering deeper reviews, side-by-side comparisons, and real-player insights.

What types of content or features help players feel more confident when making a decision to register and deposit?

Detailed reviews, transparent scoring systems, player feedback, and casino comparisons go a long way in building trust. Sites like Casino-Groups offer educational content that explains terms like non-sticky bonus, RTP, or different licensing models helps players make informed decisions. Today’s players want reviews written by real experts, that help them quickly assess whether a casino suits their preferences and expectations.

How do you integrate player feedback into your rankings or reviews to stay aligned with evolving expectations?

We actively collect player feedback through contact forms and monitor third-party platforms such as forums and watchdog sites like Casinomeister and Casino Guru. When we notice patterns such as delayed withdrawals, unclear terms, poor customer support, or slow KYC processes, we investigate and update our reviews accordingly. Player feedback is a core component of our rating system because it provides valuable insight into the real user experience.

In your view, what are the biggest mistakes casino brands still make when trying to win player loyalty?

Many casino brands still focus too heavily on acquisition over retention. They offer a generous welcome bonus but fail to retain the players with fair terms, fast support, or ongoing rewards. Others neglect localization, offering limited payment options or failing to translate the site properly. 

How do trust factors like licensing visibility, fair terms, and clear T&Cs impact user engagement on affiliate platforms?

If licensing and ownership information is hidden or bonus terms are vague, users will be sceptical. Players want to see the regulator’s logo in the footer, a validator link, and clear details about the company behind the casino. They don’t want to risk losing their deposits and want to make informed decisions. Affiliates that emphasize these trust signals tend to see better conversions and attract higher-quality leads.

What should both affiliates and operators focus on to meet (and exceed) the expectations of tomorrow’s players?

They should focus on personalization, transparency, and long-term value. This means offering a localized product, catering to different player types, and promoting fair, user-friendly terms.

Operators should invest in meaningful CRM and retention tools that enhance the player experience. Affiliates should publish honest, expert-driven content. Most importantly, both operators and affiliates need to listen to player feedback, which should drive continuous improvement.