software is probably less important in th scheme of things than being up-front IMHO.
I have mixed feelings about that statement.
I totally agree that management’s decisions does go a long, long way towards player retention and conversions; I think that the software definitely has a large impact too.
So lets concentrate on the positive; which is that I think we can agree that a good software run by competent management will outdo all pretenders to the throne.
and I think its ultra important too – to point out the third part of the recipe, which falls under policy.
I am finding out more and more that policy is made first; then executed by management; usually without any thought given to extenuating circumstances or even any kind of deviation allowed for the treatment of whales.
Which is incredibly stupid IMHO.
If you have a whale who has proven to lose say, …. $20,000 a month for a couple or three months in a row; and then one day he hits it big and wants to cash out, and he gives any kind of hint that he does not want to go thru the cashin faxback process, it would be extremely smart of the casino to heed the player’s lead and then take steps to ensure the player never reaches a point of frustration which might make them decide to play somewhere else.
I think part of the problem is that casinos are often run by people outside the US, while a large, large portion of the players are from the US. And the people outside; don’t realize that the ones from the US take “principal” very seriously.
It won’t matter to the player whether or not he/she has already had to meet the cashin requirements once to cashin, in regards as to whether they will go back and play at that casino again. It will be the “pricipal” of the matter that will be the deciding factor as to whether the player returns.
Especially the big players, simply because they are more accustomed than anybody to being treated in a manner pleasing to their cause; and not what might happen to be the most convenient to the seller (casino) at that current time.
I think a lot of casinos need to learn a little more about the people that play in their establishments because I imagine the scenario I have just put to you; happens a lot more than we may be aware.
Think about it. Any true gambler will tell you that if they were to be totally honest, that they would admit to you that its likely whatever amount it is they have won at an establishment, in the long run, they will more than give it back. (talking casino game players, not poker).
I gamble a bit and I would say the above is true. If I hit it big somewhere I will almost always think of that place first to gamble for a long time after the win.
Yet although we still see a large majority of big winners giving a good portion, if not all of their wins back to the casino; there is still IMHO way too many times we see where the player quit and obviously cashed-out since we had the amount deducted from our stats.
Why did that player suddenly stop playing there? Do you really believe that was the one rare type who not only has the self-control to make themselves walk away from a casino where they’d just won it big, …. but remember, to have won in the first place puts them in the rare category.
That’s asking a lot. It makes much more sense to think that what may have happened, is since the player cashed out and didn’t come back, that there must have been something happen to piss-off the player.
Principal. It matters to USA based players. If you try any kind of tactics to avoid paying a player, they will take it personally. trust me on that one.