Secrets of Working with VIP Casino Players

In the world of iGaming, there are two main areas: online casinos and betting. To better understand the role of a VIP manager, it’s important to consider each option in detail.

Gambling, at its core, is about emotions. And, in my opinion, compared to betting, playing slots is a rather solitary activity.

Let me explain with examples:

If a player loses a large bet because "Manchester" lost in the last minutes, the bitterness or anger is shared with thousands of fans. The player understands that they are not alone, and this helps them cope with emotions, both negative and positive.

With online casinos, it’s different: beautiful graphics, numbers on the screen, clicks — these are all mesmerizing, but wins and losses are often experienced alone. It’s not so easy to share joy or discuss a loss in the moment.

Therefore, a vip manager becomes something between a sympathetic friend and a loyal assistant, much like the butler Berrymore.

Our task is to make the player’s experience with the project as engaging and comfortable as possible.

In addition to assisting with technical matters, such as account verification, payout requests, or balance top-ups, we also:

• Provide emotional support to players. Offering a few free spins, giving a deposit promo code, sending a gift basket or their favorite drink for a special occasion — this is a regular part of a VIP manager's job.
• Help players slow down and avoid burning out too quickly. We set limits to ensure that the game remains entertainment and doesn’t turn into something risky.
• Organize exclusive tournaments for VIP players. Regular players cannot participate, but they can see the conditions and aim to join the race.

I used to think that the ideal VIP manager was a sort of "professional’s professional": excellent command of English, polite speech, a cool mind, and minimal emotion.

However, I’ve come to realize that a great VIP manager is more like Figaro - someone who can adapt to any situation. One player needs new withdrawal limits arranged, another should be congratulated on a new purchase, a third could use a bonus, and a fourth might just need a conversation to distract them from their problems.

The mind must be complemented by intuition, negotiation skills, and empathy.

For segmenting VIP players, we focus on several factors: the total deposit amount, the deposits made in the past week, and the volume of bets placed.

Sometimes, a player with a relatively small deposit history may enter the VIP segment due to high activity over a short period. For example, a player whose number of bets exceeds 2,000 and whose balance fluctuates between 40,000 and 100,000 in a single day.

Or a player who may not stand out in the daily ranking but consistently makes deposits and plays actively throughout the week.

The main "fly in the ointment" for a VIP manager is the difference in time zones, which is common in the iGaming industry.

It can be challenging to work with players whose time zones differ significantly. For example, when it's noon in Australia and the middle of the night in Europe, it's quite difficult to stay alert and focused.

VIP players are rare and expensive guests.

Satisfied VIP players often recommend us to their friends, who frequently join the VIP cohort as well.

Additionally, among VIP players, there are high-rollers who can deposit in a single day the amount that an average active player would deposit over several months. Of course, these figures are confidential.

Statistically, VIP players make up 10–15% of the total player base on a project, yet they contribute 50–80% of the total profit!