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  1. #1
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    Default Report: More than 25% of online gamblers abandon accounts during registration

    A report from identity verification expert Jumio has uncovered that over 25% of prospective gambling customers abandon their accounts at some point during the registration process, pointing to a disconnect between player and operator. Players complain that the registration process simply takes too long.

    The Balancing Act of Account Opening in the Online Gaming Industry highlights that, while online gambling operators understand that their customers expect a smooth, swift user experience and strong security measures, they are still failing to deliver to these often-conflicting criteria when on-boarding new customers, particularly via mobile devices.
    Check out the story here: https://calvinayre.com/2018/02/06/pr...ening-process/

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  3. #2
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    Quote Originally Posted by The Buzz View Post
    A report from identity verification expert Jumio
    Looking at the source this item did look to be a bit of a shill for Jumio services - as the bottom 3rd of the article is all about Jumio - who seemed to sponsor the report.

    Having said that if anyone has data on abandonment rates by device type - mobile vs tablet vs desktop then I'd be very interested to see it. I'm a desktop user mainly, but I do often check out the signup process via mobile when investigating new partners - and it's quite a difficult process.

    Usually it's the exact same process as the desktop user, but of course typing in data on a phone is more difficult and with a smaller screen the forms themselves are less coherent.

    We see a marked decrease in signups from mobile users, and one thing impacted that COULD be form design and sites sticking to needing all the details upfront. Would be interested to compare with a process that just gets people signed up first ... and then prompts for a few details.

  4. #3
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    The off subject posts were removed from this thread.

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  6. #4
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    "Players complain that the registration process simply takes too long."

    Technology is always improving, but at the same time, whenever you have updates, they will sometimes crash the computer, and just make the IOS (Operating System) unstable and unusable. Thus, this is the main reason why when players are trying to complete the registration process, they just simply give up on it altogether.

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    25% can be true...and i would bet casinos with sms verification have more than 25%.

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    for 10% of respondents, the process takes more than one hour.
    Really - over an hour? I've got a lot of accounts and can safely say it's never taken more than a couple of minutes to register, deposit and get playing. KYC stuff tends to kick in when you try to make your first withdrawal, up until that point it's been pretty straightforward in my experience.
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    I have noticed that the operators are putting a lot more effort into their LPs and tackling the issue of overcoming barriers to registration for perspective new customers. That goes along the lines of the presentation that Dave Gowans gave at BAC back in the autumn. From personal experience registering from a desktop can be straight-forward enough, but clearly registration from mobile can be extremely frustrating if the operator hasn't programmed in the right key short-cuts etc.

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  12. #8
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    Not using this example to trash anyone. However, I was away and felt like a few slot spins. Only had my mobile. Logged into Video Slots. The login (which is a breeze on desktop) turned into a hassle. Granted I wear glasses for reading, and PC work etc. However, I practically required a magnifying glass. After 3 attempts, I finally logged in.

    Ironically depositing was easy, clear and simple.
    Yet, from that point onwards, trying to navigate around my account, turned into a slow and arduous process.

    My mobile is a Samsung S7, so I shouldn't have any issues.

    Reisterating desktop at VS is brillant, but mobile (least my experience) was horrid.

    Edit:
    The other thing I've noticed, even when registering on a desktop at most casinos these days, to complete registration, you MUST add your mobile number. Now, I'm not a fan of this. Due to SMS spam. Maybe other players are of the same opinion. Personal it serves no real benefit to the player. Email registration is fine. Maybe if they made it madatory to supply one's ISP email addy, instead of accepting 'free email addys', this would, and should surfice. They need to keep in mind that all casinos these days require KYC. So providing a mobile is not really required.
    Last edited by AussieDave; 7 February 2018 at 7:31 pm.

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    Thanks for that critique, and my guess is that not only is this likely very typical, just think, here is a guy doing the above and knowing his way around a casino site in general, as well as being familiar with the website tested.

    I have not registered a new account anywhere is a while, and there is zero way I have intention of providing a mobile number, like Happyfeet stated, I have no problem with giving a valid email though...

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    Tech savy youngsters I imagine would do a lot better than a bunch of 75 year olds, who got a pc for their birthday, and went on to register. IF i wanted to create "NEWS" I'd use the latter and create a bit of "sensation". Reflects the truth? Nope not at all.

    After all lots of us have player accounts, we are aware that the regs take a few minutes. Even on mobile, if I find the mobile version too complicated, my phone has a big enough screen for me to exit the mobile version and zoom in a bit.

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    Good points X, was sorta my line of thoughts also...

    Maybe we should look at some of the ways we can help some of the programs improve the overall signup process.

    Obviously we want new players to take the credit card out of their wallets, but in my opinion, getting them to create a username, and verify the email address should be far more important than a mobile number....

    A good discussion actually, and one that can become even more important over time.

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    Quote Originally Posted by xecutable View Post
    Even on mobile, if I find the mobile version too complicated, my phone has a big enough screen for me to exit the mobile version and zoom in a bit.
    No-one says it's impossible to sign-up - clearly programs are getting some signups - but it is far harder than expected.
    Given the average 20-something attention span of about 5 seconds ... a poor registration form could have a lot to do with bad numbers.

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    The thing is that usually this KYC process takes to long, and requires to many things so people just abandon the registration. So it is best to put this KYC at the end, when they want to withdraw the money.
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    Quote Originally Posted by Speedbet View Post
    The thing is that usually this KYC process takes to long, and requires to many things so people just abandon the registration. So it is best to put this KYC at the end, when they want to withdraw the money.
    Yeah and this is how most programs do it. Problem is it then pisses the punter off (particularly if they're unfamiliar with the KYC process) at the very point at which they were otherwise probably very happy having just won something worth withdrawing.

    No perfect answer here sadly, however if the KYC process is then a cause of customer attrition then perhaps it needs to be handled far more carefully from the operators - kid gloves approach.
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    Quote Originally Posted by golfbettingsystem View Post
    Yeah and this is how most programs do it. Problem is it then pisses the punter off (particularly if they're unfamiliar with the KYC process) at the very point at which they were otherwise probably very happy having just won something worth withdrawing.

    No perfect answer here sadly, however if the KYC process is then a cause of customer attrition then perhaps it needs to be handled far more carefully from the operators - kid gloves approach.
    I agree, maybe the answer is to universally at time of registration for absolutely every brand out there that KYC must be completed. At least this way it will become more acceptable to the joe bloggs out there. I have seen too many times where it is a 2-minute process to sign up and then you go to make a withdrawal only to find out you go through the minefield of supplying documents which are all different depending on where you bet or play. At others, they only ask once you have hit the 2000 mark off withdrawals. There is no consistency out there.

    I also know that a lot of offers we or others promote are time sensitive so going down the KYC route at registration will just not work. Purely for how long it takes companies to check.
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    I never tough on this like an important factor, but the article points very key factors:

    "customers would spend more time gambling online if the sign-up process were less complicated and took less time"

    Sad but true, there are some gaming sites with very long registration process. But, sometimes is the other way, sign-up process is cool and fast, but for a withdrawal weeks and weeks sending documents, emails, etc, even to do a withdrawal for less money than the deposited.

    For some other sites, registration from a mobile device is almost impossible, mobile versions are pretty bad, or even asking to do some stuff not even possible from a phone like that "Are you human?" process.

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    LOL, thats just sad!

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    To tell the truth the identity verification mostly does take very long, and not everyone has the patience to wait. I myself have several accounts and I did abandon one after the registration process was so complicated and long that it just was not worth the wait. Why can't they find an easier way to do it?
    But opening the account is not the only thing that is sometimes abandoned, there is also the deposits that really can be complicated, depending where of course, and there are players that just abandon the whole idea after not succeeding at their first try. For this too there should be improvements.

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