In the world of gambling, operators often focus on the RTP (Return to Player) metric, but an equally important indicator is the Hit Rate (HR) — the frequency of wins. While RTP shows how much a player wins, HR answers the question of how often a player wins. A low hit rate can lead to disappointment and frustration among players.
📊 What is Hit Rate?
The Hit Rate formula is:
Hit Rate = (Number of winning bets / Number of total bets) x 100%
The size of the win doesn’t matter — only the frequency of winning counts.
For example, if a player makes 100 bets and wins 90 of them, their Hit Rate is 90%.
It’s important to note that even with the same RTP, two slots can differ greatly in HR:
🚨 The Problem and the Solution
One of the most common complaints from new players is the desire to close their account because of a perceived lack of fairness and constant losses. We’ve observed that these complaints usually come from newcomers who haven’t yet developed trust in the platform.
Previously, our policy was to recommend high-RTP games and sometimes grant a small no-deposit bonus. However, most players still left the platform after such interactions.
We formed a hypothesis: if new players (with up to 3 deposits) are offered high-HR games, their retention rate would increase.
A new guideline was created — when a complaint comes into support, the manager recommends a game that: had 200+ unique players the previous day, and an HR above 60%, with additional filtering by total bet volume.
📈 Experiment Results
Over two months, we analyzed the following funnel:
New player → Contact with support → Receives recommendation → Makes another deposit
Before the experiment, only 10−30% of players reached the end of the funnel.
During the experiment, this rate stabilized at 28−29%, even as we expanded to a new GEO and increased the inflow of new players by 12% compared to previous periods.
💛 Conclusions
Hit Rate is a key metric influencing user satisfaction. Frequent, even small wins reduce frustration — especially among new and inexperienced players.
For experienced players, such recommendations are less relevant since they tend to play a limited set of games and already understand RTP mechanics.
The Hit Rate formula is:
Hit Rate = (Number of winning bets / Number of total bets) x 100%
The size of the win doesn’t matter — only the frequency of winning counts.
For example, if a player makes 100 bets and wins 90 of them, their Hit Rate is 90%.
It’s important to note that even with the same RTP, two slots can differ greatly in HR:
- A high-volatility slot usually has a low HR — rare but big wins.
- A low-volatility slot usually has a high HR — frequent but small wins.
🚨 The Problem and the Solution
One of the most common complaints from new players is the desire to close their account because of a perceived lack of fairness and constant losses. We’ve observed that these complaints usually come from newcomers who haven’t yet developed trust in the platform.
Previously, our policy was to recommend high-RTP games and sometimes grant a small no-deposit bonus. However, most players still left the platform after such interactions.
We formed a hypothesis: if new players (with up to 3 deposits) are offered high-HR games, their retention rate would increase.
A new guideline was created — when a complaint comes into support, the manager recommends a game that: had 200+ unique players the previous day, and an HR above 60%, with additional filtering by total bet volume.
📈 Experiment Results
Over two months, we analyzed the following funnel:
New player → Contact with support → Receives recommendation → Makes another deposit
Before the experiment, only 10−30% of players reached the end of the funnel.
During the experiment, this rate stabilized at 28−29%, even as we expanded to a new GEO and increased the inflow of new players by 12% compared to previous periods.
💛 Conclusions
Hit Rate is a key metric influencing user satisfaction. Frequent, even small wins reduce frustration — especially among new and inexperienced players.
For experienced players, such recommendations are less relevant since they tend to play a limited set of games and already understand RTP mechanics.