BlogWhat players tell us, in numbers.
Data and lessons from player support at online casinos and sportsbooks. Written by Paul Buianov, founder of BetCare.
31 October 2026 · 2 min readIn iGaming we count every cent. Except at conferences.We measure every click and every euro, yet spend €100,000 on a conference stand without a clear return. Why scale gets confused with value.Read →30 October 2026 · 1 min readFailed payments don't kill retention. Silence does.About 2,000 regular players at one casino brand over 12 months. Technical failures had the lowest churn. The strongest signal was a player who quietly stopped showing up.Read →17 October 2026 · 2 min readYour loyalty programme is a fence, not a ladderA casino loyalty programme with 9 levels, where 99.2% of customers are stuck on level one. What a car-wash experiment says about fixing it.Read →10 October 2026 · 1 min readYour returning players know what they want. Your homepage doesn't.Data from four online casinos. Returning players go from landing to their favourite game in 30–50 seconds, yet most homepages are still built for first-timers.Read →9 October 2026 · 1 min readThe bonus page is the most expensive exit doorOne week, six online casinos, over 20,000 visits to bonus pages. Players contact support from bonus pages 6 to 26 times more often than from games, and many simply leave.Read →8 October 2026 · 1 min readThe ghost averageReports said the average customer visits 4–5 times a month. In the data of two online casinos, only about one in fourteen customers actually did.Read →