Online Casinos in general: Inside Online Casinos - Your questions, my answers (ex-casino operator faces your questions) (Page 6)

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nova82 wrote on 22.06.2023 at 22:00:
harmless but good question - unfortunately i can't answer you in general because we used the customer support of the whitelabel Provider at the beginning. we paid a monthly amount x.

when we switched to support ourselves (which makes sense if you have really good players), it depended on the daily business. for DACH we had 4 people in 3 shifts and if necessary one more on reserve. for other markets like SE/FI/NO between 1-2 per shift. the people from the north are a bit easier to handle than german players.

it was always problematic when we sent out promotions - i.e. a 100% Deposit bonus on top or free play offers during the month. there were always a lot of questions that we couldn't handle even with 1-2 more people in the team. this usually led to people spending more than 10 minutes in the chat and we had to answer via email. but we always showed ourselves to be generous and there were a few revenue-free free plays.

on the subject of "position 5 or 10 in the queue" and once waiting 30 seconds or longer - that depends on the crm software and the support team you have. many casinos answer player questions simultaneously and see from the CRM system already which player has top prio. other casinos trim their support to answer as many support requests as possible within a short time and use prefabricated templates for this.

you don't differentiate between Live Chat and email support. that's something one person can manage at the same time. chats are answered first and foremost, and when the system is idle, they turn to email.

the problem in malta was generally that support staff usually only earned between 1.600-2.000€ gross. hardly anyone came from the industry and had to be trained first. working in shifts was not the best thing in the world for many, which could often be seen in the behavior of the support. in the beginning, especially around 2016/2017, this was still ok, because the rental prices were still quite cheap on malta. in the course of time, a support employee - if he lived alone - could expect 700-900€ rent costs per month. because of this, there were awesome bottlenecks with many providers to find a suitable person. in addition, many saw it only as a "vacation job" and thought to make a year's vacation on malta and earn something extra.

we had about 2-3% support rate per day for the active players - often up to 10% for mailings because there were always questions about the offers.

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nova82 wrote on 22.06.2023 at 22:30:
the problem is - this is an average value. maybe you know this from experience yourself - often requests take longer and need a basic check. there a chat can drag on sometimes 10-20 minutes. better too much in support than too little, because when idle you can also take care of other things such as requests from aspiring highrollers or go a little through the crm and find some potential players who have the potential to take better care of them

support never got bored - and to be honest we had a lot of action in the office with rest rooms, a billiard table, etc. you can't ask anyone to be constantly answering customer requests for 8 hours. this inevitably leads to support staff getting stroppy or working sloppy.

i also have to note one thing. the % i mentioned was the monthly average. it was always really hot in the first 3 days of the month, in the middle of the month and at the end of the month. according to the motta: incoming salary = i'll pay in some time

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dersawen wrote on 23.06.2023 at 05:47: I have a question too

in some games there is a buy function. is the rtp higher if i buy the bonus, or is it exactly the same as if i would get the bonus by normal spinning?

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nova82 wrote on 23.06.2023 at 08:29:

a clear YES! of course not every casino does this but you will encounter this problem more often.


however, sometimes there are also reasons why a higher payout is delayed. for example, we have handled it this way and delayed payouts if

a.) we had hardly any funds left on our Neteller and Skrill merchant account. transferring money there manually to top up our accounts usually took 24-48 hours.

b.) if the casino in general has to fight with a low cashflow in this period because the mass of players won more than they lost (so you as an operator are in the minus if you do not have a good cashflow and especially smaller casinos and whitelabels often have problems with that, especially at the beginning in the first year when masses of new customers arrive and you also advertise with bonuses).

c.) if we were of the opinion that someone has delayed free rounds with a bonus credit and then continued with real money. such has then always taken some time to click through the gameplay.

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