Wonder why casinos and sportsbooks are fond of bonuses? You’ll soon know the true reasons. It seems like each casino has the best bonus for players.
Welcome offers, no-deposit deals, deposit matches, free spins, free bets, cashback, tournaments, prize giveaways, daily login deals – you name it all. Casinos have them and even more!
You can even get free spins just for downloading the casino mobile app or referring another person with a personal link the casino provides you.
Customer support is also an important feature of all serious businesses, including casinos. Both bonuses and customer support play significant roles in retaining players on iGaming platforms. Here’s how:
Understanding Casino Bonuses
Casinos use bonuses to give players more time to explore games like slots, blackjack, roulette, poker, craps, and live dealer shows. For instance, a casino may offer a 100% welcome bonus for new players signing up for an account.
The bonus is based on the first deposit a player makes after signing up and is usually limited to a few weeks or months. Casinos may also include free spins bonuses for specific slot games or new titles from a specific provider. Such deals allow players to make extra bets with funds other than their deposits.
Apart from the welcome offer, casinos provide reload bonuses for subsequent deposits, cashback for lost bets, and VIP perks for loyal customers. Players can also participate in tournaments to top leaderboards and claim free spins, cash prizes, and other deals.
Bonuses usually feature wagering requirements that force players to spend even more time on the games. The deals also carry specific terms and conditions that must be met to qualify for the deal or withdrawal.
How Bonuses Influence Player Retention
Even though casino games can result in massive wins and payouts every now and then, they’re designed for entertainment. Players gambling for fun simply seek opportunities to enjoy more time on the reels and tables without spending their money.
For instance, a 100% bonus on a $100 deposit gives the player an extra $100, so the total bankroll becomes $200, which provides a chance for twice the gaming time. Since the games rely on RNGs and include wagering requirements, players spend more time engaging with the platform – increasing the chances of potential wins.
The $200 bankroll with a 20x wagering requirement translates to generating up to $4,000 to qualify for a withdrawal, which means more time making wagers. A bonus is also free money, and players love free betting gifts.
Casinos can offer 10 free spins every day just for logging in or a deposit match for every first deposit of the day. Other deals, like no-deposit free spins, are even more attractive because they don’t involve any financial investment on the player’s side. Such deals help keep players coming back to the casino to explore games.
Understanding Casino Customer Support
Casino customer support isn’t any different from other customer service frameworks other businesses offer. Signing up for an account, placing a deposit, claiming a bonus, fulfilling wagering requirements, and making a withdrawal each require clear guidelines from the casino.
Such details are usually provided on the main website, and leading sites also make them easily accessible by including aspects like deposits, games, and bonuses in the main navigation.
Providing comprehensive instructions for all aspects of exploring the casino is only the basic part of customer support. Casinos must also provide channels for player inquiries. Most casinos offer email support and live chat, and some have toll-free phone numbers players can call during specific hours.
Communication channels allow players to get instant help for issues like delayed deposits or withdrawals, account hacks, missing winnings, bonuses, and more. They can also use such channels to leave feedback about their experiences or suggest areas of improvement.
How Support Influences Player Retention
Customer support is important when looking to retain players on iGaming platforms. Players who have a bad experience with a casino may likely never return. However, if their inquiries and complaints are met with prompt responses and personalized support, they’ll probably stay.
Players usually seek casinos with reliable communication channels like email and live chat, but phone support is probably the best a customer can hope for. Unfortunately, only a few casinos have phone support, so most players are good with email and live chat.
Emails must be replied to as soon as possible, or responding within the hour is recommended, to impress players. Casinos also need friendly customer support teams ready to listen to player complaints, issues, and inquiries.
Players are more likely to stick with the casino if they’re treated with respect and answered on time. Conversely, they’ll immediately quit casinos with unresponsive or unsatisfactory customer support services.
With modern advancements like natural language processing and machine learning, there’s no more excuse for not providing customized, personalized customer service for each player. Casinos can even use AI-powered chatbots.
Key Takeaways About iGaming Retention Strategies
Bonuses and customer service are only two of many tools iGaming providers have in their retention strategy stack. Others include a professionally built website with seamless navigation, a wide range of games that players love, certified-fair RNGs, instant deposits and withdrawals, and glitch-free gaming experiences.
Players also stick to casinos with advanced security features, strict privacy policies, zero spam emails, zero breaches, and a clean reputation. With these aspects addressed, iGaming providers can add exceptional customer service and lucrative bonuses to keep players permanently invested in their games and offers.