8 Things That Annoy VIP Players

You rolled out a redesign, and your product metrics started going down? Maybe it is just a coincidence. Or maybe the new solution simply did not work for your most profitable segment – VIP players. We collected 8 things that annoy our VIPs the most. Sources: in-depth interviews, VIP support requests, and their conversations with personal managers.

1️⃣ Redesigns

VIP players often say that moving familiar navigation elements to new locations is frustrating and, in some cases, can even make them stop playing on the product. Updating the design is definitely necessary, but it is worth remembering that most VIPs care less about an ultra-modern interface and more about having the deposit button where they expect it and their favorite slot on the first screen.

2️⃣ Changing the Personal Manager

High-value VIPs tend to notice very quickly when their personal manager changes. And even AI cannot fully replace this kind of relationship. As an experiment, when a personal manager went on vacation, we ran their chat history with a major VIP through AI so the replacement could match the manager’s friendly communication style as closely as possible. But the very next day, the player asked to bring back the “real” Rebecca. This is not a 100% rule, but we have seen this issue often enough in different forms.

3️⃣ Technical Issues

This one is quite obvious, but VIPs mention it frequently: slow website loading, games not working, deposit issues – all of these create immediate frustration.

4️⃣ Withdrawal Delays

Another obvious point, but VIPs are extremely sensitive to changes in withdrawal procedures and to any other reasons that delay payouts.

5️⃣ Withdrawals Cancelled Without a Clear Reason

VIPs really dislike having their withdrawals cancelled. That is why it makes sense to improve the withdrawal module and clearly show players all the actions required from them to complete a successful withdrawal.

6️⃣ Intrusive Pop-Ups

Around 25% of VIPs have mentioned at least once that constant pop-ups annoy them, especially when they prevent them from entering a game or making a deposit. This communication format should be used carefully.

7️⃣ No Referral Program or an Unattractive One

A significant number of VIPs say that referral programs matter to them – and they do bring in fairly profitable friends. However, many consider a €40-50 bonus per referred friend too weak and compare it with projects offering much larger rewards or even a revshare model.

8️⃣ Changes to Personal Bonus Policies

As soon as a player starts receiving less attractive personal bonuses, complaints appear. On the one hand, the reaction is predictable. On the other hand, if the bonus policy was flawed from the beginning and was effectively “overfeeding” players, it needs to be adjusted – and the business should be prepared to deal with negative feedback.

🫡 Conclusion

The conclusion can be summed up in one word: predictability. VIP players like things to work the way they are used to. Any change in the product or operational procedures can create confusion and frustration.