iGB Intelligence reports Jumio-IGB Abandonment in Gaming White Paper | Page 14

The end of the customer
journey? Churn and
abandonment due to
poor payout processes.
Player forums abound with complaints about slow and cumbersome payout
processes and are frequently cited as reasons for a player’s decision to churn to
another site.
These issues apply to small and large
amounts alike, but regardless of whether
the player or operator is responsible
for any delay, what is certain is that
players will say responsibility lies with
the operators and will discuss their
grievances on internet forums and
chatrooms with other players.
Beyond player grievances however,
data from CRM specialist Optimove
showed how quickly up to a third of
igaming customers churned within
a monthly period.

“

I deposited $40 with XXX
last year and when I did the
withdrawal process I had to
take pictures of my ID, my
front and back of my debit
card that I used to deposit
the money and a couple other
things. But they kept saying
the information I was sending
them was not clear through
fax so I had to keep sending
it until they got it right.8

”

Comment from online player forum

Optimove’s data revealed that:
1 in 4 players churn
within 14 days of their
first deposit,

4 3

8 https://www.reviewed-casinos.com/player-comments

Payout processes can vary widely depending on many factors: the country
in which the play took place, the amount of the payout, the standard of play
exhibited by the player and Anti-Money Laundering compliance requirements.

1 in 3 players churn
within 28 days of their
first deposit,

70% of the average
operator’s player-base
is inactive.

2 A

A

4

The data above provides some insight into how quickly up to a third of igaming
customers churn within a monthly period.
Mobile gaming registration and deposit abandonment benchmarking study

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