The expert called the advantages of the legalization of gambling in Ukraine

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According to the head of the All-Ukrainian Gambling Association (Ukrainian Gambling Council) Anton Kuchukhidze, Ukraine will get a lot of benefits from the development of a mass segment of gambling entertainment on the territory of the country. The functionary voiced his opinion during the discussion of the current state of affairs in the local industry at the profile conference “Trends in social responsibility of the gambling business”.

He confirmed his theses with the recent adoption of a number of amendments to the Tax Code, which established new fees for representatives of the gambling sphere. Thus, operators will be required to send to the budget 18% of their profit, a fee for each hired employee and additional deductions, including income and military fees. The expert also pointed out that investors have already invested about UAH 5 billion in a business related to the industry. The money will be used to modernize the infrastructure of cities and create new jobs, the head of the Ukrainian Gambling Council said.

“The most relevant topic for many is the income that will be received from the activities of legal casinos, bookmakers and lotteries. I am surprised by the fact that no one has touched on this issue over the past 12 years, and every day during this period of time our country has lost millions of dollars. But to fight withno one wanted a shadow market. Now Ukraine is in a good position, when the budget is filled with additional funds from the sale of gambling licenses. Today, this volume has reached the figure of 1 billion hryvnia. We still have time until the end of the year, so we will try to increase the benefits for the treasury,” Anton Kuchukhidze said.

According to him, at the moment, the development of gambling business in Ukraine has entered a positive stage, and the country is beginning to benefit from the entry of foreign companies and wealthy investors into the industry. At the same time, as Kuchukhidze noted, the struggle for the integrity and efficiency of the local market is not over yet.

We remind that Ukraine has started developing a Memorandum on gambling advertising.

The register of self-excluded players has started working in Ukraine

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According to the updated information of the Commission for the Regulation of Gambling and Lotteries (KRAIL) of Ukraine, the register of citizens who are restricted or prohibited from entering Ukrainian gambling establishments and/or participating in gambling has officially started working in the country. The corresponding order is published on the website of the regulator.

The authors of the document claim that it is designed to fight ludomania and will provide the principles of responsible gambling in real life.

According to the accepted norms, the organizers of the gambling business, who work on the territory of Ukraine under the official license of KRAIL, must now grant customers the right to independently restrict their access to the services of casinos, slot machine halls, bookmakers and lotteries. The minimum ban period is 6 months, the maximum is 3 years.

In order to formalize this procedure, the organizer or the KRAIL is obliged to accept a written request from an individual (applicant), simultaneously confirming his identity. In addition, all gambling establishments will identify each visitor at the entrance in order to prevent the admission to gambling entertainment of persons under 21 years of age and citizens who are prohibited from entering gambling facilities according to the relevant law.

A person’s name can be entered in the “stop list” by one of his family members in the first line of kinship or an official representative. The decision of the judicial authority is also a legal basis for restricting the participation of a particular citizen in the gambling business.

The draft law prescribes the main criteria for the admission of Ukrainians to gambling. The first prerequisite is to reach the age of 21. Secondly, a potential client of a casino and a BC should not experience serious financial problems. If his debts exceed 250,000 hryvnias, then he risks getting into the exclusion register. Alimony, subsidies and large loans can also cause a ban on visiting institutions.

Recall that Stakelogic has officially received a Ukrainian gambling license.

Vadim Galygin told about the creation of an online slot Dig Dig Digger

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Recently, the gambling software development studio BGaming announced the release of a new online slot called Dig Dig Digger. The prototype of the main character of the game was the famous Belarusian comedian Vadim Galygin. He also took an active part in its development. In an exclusive interview, the showman told about some details of the creation of the slot.

So, Vadim Galygin admitted that he had long wanted to become the author of some game, so the offer from BGaming it was received on time. According to him, the image of the main character of the game, the scientist-traveler Kapai, has long lived in his head. He regularly showed it on stage when he was still performing in KVN, but this time he managed to realize his plans in the online space.

When asked what was the most exciting thing in the process of creating the game, Galygin replied: “I participated in almost all stages-from drawing sketches to voice acting. I admit that it was very difficult to choose one of the proposed variants of the main character, which were drawn by artists. Our task was to find a balance between our preferences and the wishes of the players. Gradually, the character began to look like what I imagined him to be. Skinny legs, an elongated nose, an incomprehensible hairstyle are his features that emphasize his character.”

“The voice-over process was especially fascinating. We were looking for puns, jokes. We tried to make our jokes understandable in all languages, ” the comedian said.

In addition, Vadim Galygin admitted that the most active and attentive users will be able to find several tips in the online slot Dig Dig Digger that will lead them to much more significant winnings.

He also indirectly confirmed that he will continue to cooperate with BGaming to create new exciting developments. According to him, they already have some very interesting ideas for the next games.

Recall that BGaming, together with the World Boxing Council, has released a new online slot.

KRAIL has established new rules for the gambling business

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The Commission for the Regulation of Gambling and Lotteries of Ukraine (KRAIL) has published the first rules of responsible gambling in the country. The norms strictly regulate a number of aspects of the work of operators of the local gambling sphere.

The rules define responsible provisions on gambling entertainment for companies within the new market after last year Ukraine adopted a bill on the legalization of a wide range of gambling verticals.

Among the accepted norms, there is a serious restriction on bonuses for existing players. Thus, according to the document, operators “are obliged to refrain from providing players with any bonus payments and/or remuneration with goods, services as incentive measures, the provision of which is directly or indirectly related to the client’s losses in a certain game.”

In other words, from now on, gambling companies will not be able to offer a bonus to their visitors or give it away, because they lost money in the process of entertainment. In addition, all players should be able to independently exclude and set deposit limits. Users should also get the right to take into account the amount of time they spent at gaming tables or slot machines.

KRAIL also requires all operators operating within the Ukrainian jurisdiction to train their employees to recognize possible signs of gambling addiction in a particular client of a casino or bookmaker.

However, the development of the legal gambling entertainment industry in Ukraine is hindered by problems in the Tax Code. In February of this year, the Legislative Committee of the Verkhovna Rada of Ukraine put forward for a vote bill 2713-d, which sets tax rates at 10% of gross income for all verticals of this business.However, the parliamentarians have not yet voted for this initiative. According to Darren Keane, executive director of Storm International, this circumstance will not allow Ukraine to receive a sufficient amount of foreign investment.

Recall that in Ukraine, a “stop list” of citizens who are prohibited from entering gambling establishments has been launched.

Legalization of gambling business in Ukraine has become an incentive for the development of business activity-expert

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Head of the All-Ukrainian Gambling Council Anton Kuchukhidze in his interview told about one of the main advantages of the legalization of gambling in Ukraine. According to the expert, the withdrawal of the gambling sphere from the “shadow” to the official plane will stimulate the development of business activity in the country and attract foreign investment.

An important step towards the detenization of this industry was the holding of the first Ukrainian gambling exhibition called “Gaming Industry”since 2009. According to Kuchukhidze, as a result of the organization of this event, Ukraine became the fifth country of the Old World where such events were held.

He noted that at the exhibition, which was attended by the head of the Commission for the Regulation of Gambling and Lotteries (KRAIL) Ivan Rudy and Boris Baum, the First Deputy of the Consulting and Expert Council of KRAIL, presented products and services of operators from 11 countries. This indicator is a “PR” for Ukraine, the functionary is sure.

“Behind-the-scenes communication with representatives of Western business has once again confirmed their interest in the Ukrainian jurisdiction. However, they cannot determine their strategy until the tax issue is resolved. Major operators monitor the development of our market, but there are certain legislative obstacles. The early adoption of new tax rates can move the solution of this problem from the dead point and fill the budget with foreign investment, ” Anton Kuchukhidze is sure.

According to the expert, the “Gaming industry” has become a catalyst for the development of a constructive dialogue between the state and representatives of the gambling business. Earlier, according to the head of the Ukrainian Gambling Council, there were no such contacts, since state institutions “did not fully understand the consequences” of the law on the legalization of the gambling industry adopted last summer.

Recall that the Billionaire casino in Kiev earned 7 million hryvnias for the first month of its operation.

By 2025, the Dutch GGR will reach 1 billion euros

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The Dutch online gambling market has once again proved that it can become the largest on the European continent. Experts expect that after the entry into force of the Law “On Remote Gambling” (COA), its profitability will increase many times. According to preliminary data, by 2025, the earnings of online gambling in the Netherlands may exceed the mark of 1 billion euros.

As shown in the Netherlands Betting Focus report, the total gross income from online gambling (GGR) in the Netherlands in 2019 amounted to 424 million euros. However, the land sector was able to earn much more — 2.27 billion in euro currency.

But the financial data of online gambling is expected to grow annually. Analysts predict that in 2021 the industry will be able to generate 513 million euros, and by 2025 it will reach the figure of 1.27 billion.

At the same time, the results of the study made it clear that there is currently a “significant difference” between the areas of casinos and sports betting throughout the Netherlands. This difference, according to experts, was ” further emphasized in the land-based sector, where the casino dominates in terms of generated GGR.”

The report states: “The market share in the online sector is decreasing. Forecasts suggest that the gap between the two industries will be further reduced after the online market is streamlined.”

“At the same time, statistics show that although the sports betting sector has a large share in the Internet, and not in land-based channels, the casino vertical still dominates this area of the economy. It is expected that this trend will continue even after the ratification of the new gambling legislation of the KOA, ” the document adds.

It was originally planned that the KOA would be adopted on July 1, 2020. However, due to the pandemic, this date was postponed to October 1, when companies with a Dutch license for online gambling will be allowed to work.

Recall that Nevada casinos earned more than $1 billion for the first time since the beginning of the coronavirus pandemic.

Siberian Coin gambling zone in the Altai Territory-casino, official website, player reviews

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The gambling zone “Siberian Coin” was created by order of the Government of the Russian Federation on February 9, 2008. It is located in the Altai Territory, 280 km from Barnaul on an area of more than 2,300 hectares near the village of Aya. The location was chosen not by chance, since in the east the gaming zone borders on the tourist complex “Turquoise Katun”, and this neighborhood reduces the cost of infrastructure development and promises an influx of tourists to the casino.

Initially, three companies were listed among the residents: Alti, Royal Time Group and Energia M.

The latter abandoned the idea of investing funds in 2015, and the subsidiary of Royal Time Group (RTG-Siberia) did not perform any work for a long time, but also did not leave the number of residents. In 2019, by the decision of the arbitration court, the contract with the company was terminated, and its owners were obliged to pay 55 million rubles to the regional budget as a penalty.

 Siberian Coin gambling zone in the Altai Territory-casino, official website, player reviews

Tourist complex “Turquoise Katun”

Since the establishment of the gambling zone in Siberia, the only company that really developed a special territory was Alti LLC. Its owner, Vladimir Kutyev, manages the city-forming enterprise of the city of Gorno-Altaysk, which is closest to the IRZ. According to various sources, about 2 billion rubles were invested in the development of the site. Now there is one entertainment complex with a casino, a hotel and a restaurant in Altai.

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Overview

The Altai Palace Casino opened in 2014, later a four-star hotel with 46 rooms began its work. There are 150 slot machines and 32 gaming tables in the gaming halls, and a poker club has been operating here since 2016. In addition to classic gambling games, the institution offers a billiard room, where there are 4 tables for Russian billiards, one for an American pool and a snooker table. On the territory of the entertainment complex there is a restaurant, a SPA-salon.

Altai Palace Casino

The main problem of the Siberian Coin casino was the remoteness from civilization and, as a result, the lack of infrastructure.

A good road was laid only in 2019. It got to the point that the operator organized a helicopter transfer to comfortably deliver the players to the Altai Palace.

Now the administration is trying to attract customers, including through excursions, offering horse and helicopter rides, jeep tours focused on family holidays. Nearby are the Tavdinsky caves, Teletskoye Lake and the most famous mountain in the Altai Belukha. The picturesque places of the natural zone “Turquoise Katun” really attract a lot of people every year, but these tourists are often not interested in visiting the casino. Therefore, in recent years, the operator has begun to actively develop the so-called event tourism: music and sports festivals and other mass events are held on the territory of the entertainment complex.

It was expected that the entertainment complex would be visited by gamblers from neighboring major cities and tourists from all over Russia, and a bet was also placed on visiting the casino by foreign citizens. The official website of the gambling zone “Siberian Coin” indicates that by 2019 it was planned to build:

  • casinos with thousands of slot machines and hundreds of gaming tables;
  • hotels with a room fund for 3,000 seats;
  • ski resort;
  • restaurants with cuisines of different peoples;
  • year-round water park, dance stages, boutique chain, theaters.

However, at the end of 2019, the plans were not implemented, and the statements of the owner of the only casino about the future of the “Siberian Coin” are not optimistic. Now Vladimir Kutyev has taken a wait-and-see position, betting on the further development of the special zone by attracting new investors.

The businessman takes a sober look at things, talking about the unsettled air traffic, the unstable economic situation and low incomes of the population. All this, in his opinion, is a deterrent for potential residents.

According to some reports, the special territory was still able to attract an investor who is ready to invest several billion rubles in a large project. It is noteworthy that the shareholder of the new company is the co-founder of the already existing investor Alti. LLC Zolotaya Lastochka 8 has signed an agreement and plans to start construction of a gambling and entertainment center in 2020 and fully complete the work by 2024. There will be at least one more gambling establishment, a hotel and other facilities to attract tourists.

Interview with the HR director of a large gambling company

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Editorial Office Casino.ru he continues a series of publications devoted to various professions in the gambling industry. The hero of the second material was the HR director of one of the gambling companies in the CIS.

— How long have you been in the gambling industry and what function do you currently perform in the company?

— In fact, the function of HR and the only recruiter in one person. For me, this is a single process, since it is much easier to adapt, motivate and even dismiss people when you know the employee from the moment you receive a resume and the first interview. In general, I have been working in the field of HR/recruiting for almost 10 years, in gambling-about four.

How did you start your professional career?

– From an administrator in an international recruiting agency, then I was an external recruiter, after that I was a recruiter in a product IT company, first without technical specialties, then with them and dale (not technical specialties), after + technical and then-HR. In fact, there was no formal transition to the position — there was a turning point when it was necessary to make a decision, take responsibility for yourself and become an HR independently from the position of a recruiter.

– What are your responsibilities? How is a normal working day going?

– Responsibilities — a full cycle of recruiting from opening a vacancy to an offer and a full cycle of HR from onboarding to dismissal. There are a lot of responsibilities, but there is always room for creativity. The company supports any initiatives that will have a positive impact on the business as a whole.

I build a standard working day for myself. I start the morning with myself, in the sense that I need to check social networks, news sites. Then I allocate 2-3 hours for analyzing resumes, correspondence with candidates, appointment of interviews. I devote the second half of the day to more global tasks in the field of HR. But this division is conditional, since communication with employees, assistance in solving their issues is present both during working and non-working hours in the format of personal communication or correspondence.

 Interview with the HR director of a large gambling company

In the USA alone, 350,000 people officially worked in gambling in 2014

— What is the difference between HR in the gambling industry and other areas?

— The gambling industry is a special niche, and the specialists in it are really different from others. Due to the specifics of the business, it is often necessary to act quickly, to be able to make important decisions in a short time. Thanks to this, mostly specialists are not “processers”, but ” result workers — – they are focused on the final result and think with results, this applies to any positions. There is also a minimum of bureaucracy, which allows you to constantly search and find new tools for digitalization and automation, and this is supported and appreciated by the management.

— Have you had any experience in hiring foreign specialists? What are their key differences from employees from Russia and Ukraine?

— I had experience working with English-speaking applicants, it’s like a personal challenge. When conducting an interview in a non-native language, it is a little more difficult to choose the right words, as well as to feel the character and soft skills of the candidate. It takes a little more time to understand whether your candidate is your candidate. I don’t see any difference in employees from Russia and Ukraine, they all have the same goals. Natives have a more mature approach, they understand better what they specifically want and express what they are looking for more openly. Perhaps the situation has changed now, but 4 years ago, when the natives realized that there were not enough of them, they felt that the game was on their side, they behaved more confidently.

— How have the approaches and methods of hiring people changed over the years over the past 10 years? What changes can we expect in the coming years?

— There are more sources for finding specialists, the sites themselves are getting better, new functionality appears, which really saves time. For example, an online chat with a candidate on the website Rabota.ua. I am not a fan of calling candidates, since you need to go to the meeting room, which is distracting, and online chat allows you to specify the necessary details in the format of correspondence with the candidate and simultaneously solve other tasks. I think that more and more necessary and useful tools for automation will continue to appear. And this pleases.

– What channels do you use to search for personnel? What works most effectively?

— It all depends on the specifics of the position. The standard for development and top positions is Djinni. Dou is more suitable for finding marketers, Telegram channels work well for them. Linkedin has not been canceled either. It takes more time to work with it, but it is still a good tool for finding rare specialists. For novice specialists, job sites remain relevant. And of course, the recommendations of employees work very well.

— What causes the most problems when hiring employees?

– The specifics of the niche — not all applicants want to work in gambling. And the inability to openly identify the product that you will need to work on. For example, in the job description.

— How big is the turnover of personnel in gambling and why? 

— We have a small turnover. Basically, in the support service, and then for the most part because of internal rotation: the growth of the employee’s skills and, accordingly, the transfer to a higher position.

— What are the main problems you see now when searching for new people? 

— It is difficult to find specialists when it is critically necessary for a candidate to have relevant experience in a niche, since no one publicly indicates a gambling company in the profile because of the NDA.

— If a person wants to work in the gambling industry, how to get there? 

— Many people start with the support service, because it is there that you can study the product itself and the audience as well as possible.

-Do salaries for specialists in online casinos differ from similar ones in other areas?

– Yes, they mostly differ in a big way for the same positions. At the same time, for technical specialists engaged in development, the market price does not depend on the niche.

– Recruitment involves a lot of communication with people. Are there moments of burnout and fatigue from people? How do you deal with this?

– Of course, there are such moments. The ability to switch between tasks and a change of environment helps here. If I feel that I am not emotionally ready for communication, I switch to analytical work, studying or developing something new. It also helps to change the situation — to go out of town for the weekend, spend time with loved ones in a narrow circle.

— What are the main pros and cons of your profession? What is the most difficult and what charges the most?

– The advantages are communication with specialists from different professional fields, with interesting people. The opportunity to help both a single specialist and a business become better and more successful. The ability to act unconventionally, to be creative, to draw or come up with various features, the introduction of which facilitates certain processes. People drive, non-standard tasks, freedom of action and the opportunity to come up with something new.

Among the disadvantages — the work is quite stressful, given the niche, everything is often needed “yesterday”. At the same time, when solving a business problem, we should not forget about the human factor. Even if you feel stressed inside, when communicating with employees, you need to be able to forget these emotions and switch to the positive. Of course, the first dismissal of an employee was very difficult. This is something that will be remembered forever. Now the dismissal of an employee is the door to something better for him. The ability to say goodbye beautifully and correctly is a lucrative skill.

Useful “If the croupier is at the table, then he is a professional”. Interview with a dealer from a Casino Sochiredaction Casino.ru he continues a series of publications devoted to various professions in the gambling industry. The hero of the next material was Elena S., who works as a croupier in the Sochi Casino. A 22-year-old girl got a job for this position after finding a vacancy on a well-known recruiting site, and does not regret her choice at all. We…Read more

— And what do people most often get fired for and how to do it correctly?

— Mostly for the lack of results in the work. The dismissal must always be correct, carried out independently by the head or by three people (employee & #8211; head & # 8211; HR). It is mandatory to argue the reasons for dismissal.

– Which is better: a beginner with no experience with burning eyes or an employee with experience?

– Ideally, a person with experience and burning eyes.

— Is there more negativity or positive emotions, routine or creativity in your work?

– Of course, I can find positive emotions, even in the most stressful situations. Routine and creativity — 30 to 70. I try to make my life easier and find ways to reduce routine, I like to automate processes — for me this is part of creativity.

— What advantages should HR have for effective work?

– Efficiency, stress resistance, flexibility, creativity, tolerance, the ability to take responsibility and admit mistakes.

— How much does HR earn on average? What does his income consist of — a fixed part, bonuses for a hired specialist, something else?

— In my case, the position combines both recruiting and HR, so there is no point in making a bonus for the hired specialist — I am looking for people for my own company. If the company has a recruiting department that is exclusively engaged in search and selection, then yes, the bonus for the hired employee should be paid after the candidate has passed the probationary period. So the recruiter will be interested in the rapid adaptation of the newcomer and will help him in this.

HR must have a bonus, but without reference to time-exclusively with a focus on results: he developed and implemented a new feature, introduced a tool for automating any routine tasks, etc. The salary fork, of course, depends on the level of the position, achievements, achievements and impact on the business — from 1500 to 3500 USD. Yes, the scope is large, but the position in different companies implies different roles.

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— What is considered unacceptable in the profession?

– Dislike of people, unwillingness to understand the business in which you work and which you help to develop through constant work with the staff. It’s trite, but discipline is very important for HR, as well as for any manager and team leader.

— How do your family, friends and relatives feel about your work?

– Excellent, since for the most part no one knows the scope of the company’s activities. And those who know have a neutral attitude to the niche.

— Do you gamble yourself? 

– Rarely and purely for testing your company’s product. I like it, but not to the extent that I spend my free time playing. I treat the gambling industry normally, business as business.

— Have you had any experience playing in a land-based casino? 

– Yes, but also purely for the sake of interest. I was in one of the oldest casinos in Monaco. It would be stupid to go there and not play. An insanely colorful place and a pleasant atmosphere.

Also read:

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  • “5 minutes is enough for a player to collude with the dealer.” Interview with a former dealer of a land-based casino in Russia. Part 2
  • “There was a grid at the entrance, only their own people were allowed in.” Interview with a former employee of an illegal slot machine hall
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Interview with an employee of the online casino technical support

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Website editorial Board Casino.ru launches a series of publications about professions in gambling. We dare to hope that interviews with representatives of the sphere will allow players to better understand how the gambling industry works. After all, employees of land-based and online casinos can tell a lot of interesting things about their internal cuisine. Their stories will make you take a fresh look at casinos and gambling.

The hero of the first publication was an online casino service specialist, which is quite symbolic. Technical support employees are the first to whom new customers and regular players turn in case of questions about games, bonuses, replenishment of the account, receiving winnings, etc. The reputation of the site largely depends on their professionalism.

 Interview with an online casino technical support employee

Evgeny N. has been an employee of the technical support service of a well-known online casino for 5 years, and now he is engaged in the development and promotion of partner programs in gambling. He agreed to a frank interview on condition that he did not mention his real name and the name of the casino where he worked.

— How did you get into the gambling industry and what prompted you to make this choice?

“Quite by accident. After graduating from the university with a degree in Information Security, he started looking for a job. In many companies, young specialists are paid little, the salary is only enough to rent an apartment, there is not much left for themselves. Therefore, when I saw a vacancy for the position of a technical support specialist with a salary 4 times higher than the market average, I was veryinterested. I sent my resume and continued my search. A week later, I was invited to an interview, at which they told me head-on that this was an online casino. For the job, it was enough to know Russian, basic English and an understanding of HTML. According to all the criteria, I came up, started studying and working.

– What are the main responsibilities of a technical support employee?

– Answer questions from regular customers and help new customers understand the functionality of the site, the bonus program and the rules of the casino. Beginners often specify how to make a deposit correctly, specify a promo code, etc. Support on the line (an employee on the phone or in an online chat-Ed.) is a person to whom you can complain about a major loss. Sometimes-to cover with a real Russian mat (laughs-Ed.). I personally tried not to write template phrases to the losing players, but tried to calm them down and offer a bonus.

We also regularly tested all the elements of the site — the display of games from providers, the operation of payment systems, the availability of casino mirrors. After any update of the site, all the functionality was checked, since the update may affect previously working components. In case of an emergency situation, the information was transmitted to the system administrator on duty.

— What problems and questions are most often addressed by customers?

— The two most frequent questions are: where is my payment and why the deposit was not credited. In the first case, the player simply did not wait for the payment to be processed or did not see the letter about the request for documents for verification. We had up to 24 hours for payments, but usually payments were made within 2-3 hours.

In the second case, the problem occurred due to the creation of a second account by mistake. We have implemented a quick registration using social networks. The client could log in via VK, make a deposit and go to drink tea. After a while, the system automatically logs it out, the person enters through Mail and does not see the money. In the admin panel, we had an algorithm that determined multiaccounts by IP. We blocked an empty account for such players and left an account with money.

– How did you build communication with the players? What rules and regulations exist in this regard and how is the control carried out?

– In dialogues with the client, it is strictly forbidden to be rude, use a mate, leave messages without an answer. Even if the line is loaded and the client has left the site, we must answer his question.

All information about the client is collected in the player’s card, available to technical support specialists. All changes in it are automatically recorded by the program: who made the changes, which ones. This applies to bonuses, personal data, etc.

— Does the technical support specialist have access to the player’s balance?

– Supports cannot change the balance, this is prohibited. We have disabled this feature. Only the project manager and the higher management could do this through the ticket.

— How can a player properly build a dialogue with technical support in order to quickly get complete answers to their questions?

— It is correct to start any dialogue with a normal greeting and briefly formulate a question. Support tries to respond to everyone as quickly as possible if the line is not loaded. If the message shows aggression, it contains obscene expressions, the employee can postpone communication, switch to parallel lines. So, of course, it is forbidden to do support, but there were cases.

The tools of a technical support employee

— And how did they cope with the negative?

— I have a stable psyche, I left all the negativity in the workplace.

— And how did you rest? 

— I didn’t have much rest. If I was bored, I started learning something new. If it was completely covered, after the shift I went to the pub.

– In general, is this a difficult job?

– It is not difficult, especially after 3-4 months of practice. In the first months, I read a lot of examples of real dialogues between colleagues and clients to understand how to better build a conversation, taught scripts for quick answers, manuals for all admins. At first, it was not easy to conduct dialogues with three or more players at the same time — you need to react quickly, keep a lot of information in your head. But over time, the whole process, we can say, went on autopilot. Not taking into account, of course, freelance situations.

— What situations are best remembered?

— Over time, all unusual situations become common, it is difficult to remember now. I can tell you about a big win on my shift and a big loss.

During the night shift, a player writes to me with the question: “What are the payment limits?”. I check his account and see the balance of 8 million rubles! He won this amount during the night in the Garage slot from Igrosoft at the maximum bets. The entire technical support service was humanly worried that the player would not drain all the money back to the casino, but withdraw it. And so it happened: the client had previously passed verification and the entire amount was paid to him in parts, taking into account the limits.

And the biggest loss in my memory was in the amount of 10 million rubles and also in just one night! The client lost the entire amount, making deposits of 100 thousand.

– It is believed that casino employees may collude with players. What schemes do online casinos have for this?

— There is no point in colluding with casino players, because it is impossible to twist slot machines, and it will not be possible to enroll no-deposit funds, since the security service monitors this.

There was a case of fraud on the part of one provider. We were connected to his games directly and the company’s employees, having access to statistical data, knew when a particular slot should give a large amount, and regularly won. They did everything correctly, they deduced 10-15 thousand rubles each. This scheme was discovered in our casino, and the software was disabled. I will not name the company and the vending machines.

Useful “5 minutes is enough for a player to collude with a croupier”. Interview with a former dealer of a land-based casino in Russia. Part 2Portal Casino.ru he continues a regular column dedicated to professionals from the world of gambling. The interview with the former dealer, which was published earlier, had a wide resonance. The editorial office received a lot of questions from readers who would like to learn more about the work of the croupier. The ex-employee of the land-based casino continues…Read more

— And who most often violates the rules of the casino and how?

– No one usually breaks the rules intentionally. They are simply not read by anyone. Players are not serious about filling out the questionnaire, they enter fictitious data, and after providing scans of documents, there are difficulties with verification. We asked such players for a full package of documents: a passport, a bank card and a selfie with them in their hands, a utility bill with an address. If all the documents were for one person, they made changes to the questionnaire and did not block the account.

— Now there is more and more talk about replacing the support service specialists of any company with bots and artificial intelligence. How does this apply to the gambling industry?

– Bots and AI can definitely replace answers to template questions, but online support with real people will still remain. For example, in the casino where I worked, there was a cashback that was credited automatically at 00: 05. One day at ten in the evening, a client writes to me and asks me to credit this bonus. He lost about 10,000 rubles a day, and even more than two hours before the accrual of the thousand he was supposed to have. In such a situation, the support can enter the position and activate the funds a little earlier, if it is a regular customer of the casino. And the bot is unlikely to be able to understand the player, compare all the data and make the right decision.

Chatbots

– Describe a couple more situations for understanding the internal kitchen. 

– For example, a player asks for a bonus. I watch his casino profit for a month and for the last day, and if the client brought at least 10,000 rubles, I can credit him with cashback. If, on the contrary, the player has won, withdrawn funds and at the same time requests encouragement, he can be offered a deposit bonus.

Or the player reports that he did not count a winning combination on the machine, which in principle can not be. We pass the information to the developer, take the history of the game and use the example of the history to explain to the client why he is wrong. Within the company, all this is accompanied by tickets with high importance and subsequent control.

— That is, a technical support employee should also understand automatic machines?

— We were obliged to know the top casino games, their official name and colloquial, to present the content of the bonus rounds. Usually, if a player is looking for a slot, he has already seen it somewhere or heard something about it, so the person describes the bonus game or the main character, and we suggest it. Over time, I learned all the folk names: “Books”, “Strings”, “Strawberries”, “Pyramids”, etc.

— How many applications did you process on average per day?

— 80-100 requests per twelve-hour shift.

— And what schedule did you work on and how many people were in the team?

— For round-the-clock support, there were day and night shifts-from 8: 00 to 20: 00 and from 20:00 to 8: 00, two days off a week. There were 5 people working — 4 junior support staff in shifts and a chief customer support specialist 5 days a week from 8: 00 to 20: 00.

— How much does an employee earn on average with such a schedule?

– About $ 500. This is not taking into account bonuses and bonuses.

— How was your working day built?

– When I came to the shift, I took important information from a colleague, found out what happened during the night, whether there were any technical problems or not. Then I made coffee and sat down on the line.

— What programs were used in the work?

— From the software available on the Internet, only the Jira bug tracker from Atlassian, the LiveChat online service and the TeamViewer remote computer management program. Everything else is the company’s admin panels.

TeamViewer & #8211; a program for working with clients

— Is there a high turnover of personnel in this profession? 

— We had practically no turnover, this is not an ordinary call center — important information can leak when an employee is dismissed. The company adhered to the policy that it is better to train your employee than to take a new one from the street.

— But you stumbled upon the vacancy by accident. What can you advise people who want to get a job in the technical support of an online casino?

– Yes, I saw a vacancy on a regular bulletin board on the Internet. If you really want, you can find companies that are engaged in gambling, and send your resume there. You can also register on Linkedin, there you can find a specialist.

— Have there been any dangerous situations in your professional activity?

— No, only employees with online passes could enter the office, plus the company had a cool security service.

— Have there been any cases of personal acquaintance and informal communication with casino customers?

– Not either. Outside the office, employees are forbidden to say where they work and by whom. For all my friends, I worked in an online store.

– Did your family also not know?

– Loved ones knew and treated absolutely calmly.

— What career growth is possible for a technical support employee?

– It depends on the desire of the employee and his efficiency, as in any other company. For example, the director of our office started working as a technical support specialist. You can grow up to the head of technical support or go to the marketing department if the specialist had active sales.

— What is meant by sales?

— Each support has personal promo codes for deposit bonuses, and it has the right to offer them to players, if it is appropriate in the dialogue. At the end of the month, we were awarded bonuses depending on the amount of player deposits for a personal promo. This was monitored by the head of the department.

— What are the duties of the head of technical support? 

— Our manager regularly checked the dialogues with customers for rude communication on the part of employees, mistakes in explaining situations, direct sales in the chat. Usually, the head of the department does not sit on the line — only in emergency situations, when customers break up the chat. For example, if the payment system gateway or one of the mirrors under a DDOS attack fell off.

— In your opinion, is the domestic gambling industry close to Western standards? Is the work in foreign casinos different from ours? 

— If we talk about a casino with at least a Curacao license, it is no different: all casinos have a similar set of gaming software, payment systems and bonuses. More serious licenses simply expand the opportunities to enter markets in other countries. I do not take script casinos into account, since they are already bending. It seems to me that in three years there will be two or three “Volcanoes” and that’s it. Players have learned to distinguish fake software from the original one. But if I were a gambler, I would only play in a casino with a Maltese license — this regulator really responds to complaints from players.

– Players from different countries probably also differ in their mentality. Have you encountered this in your work? 

– Yes, they are different. In European countries, players are more chasing jackpots, in Russia and the CIS-they are looking for earnings. Plus, customers from Europe have a higher income and, accordingly, a long-distance player brings more money to the casino. On the other hand, in my experience, most of the freeloaders and bonus hunters came to us from Poland.

— Could you play at the casino for real money yourself?

— It was forbidden in our company. In the test accounts, we could top up the balance and test a particular slot.

– But do you play gambling?

— No, I’m not a gambling person. Although I can play Live Blackjack 1-2 times a year.

— That is, before working in a casino, you have never encountered gambling?

— Once, when I was about eighteen. By chance, I went to a gaming club with a classmate and “threw in” 10 cents at that rate, and won $ 3! Never again before getting a job at a casino. Now, if I am in a country where land-based casinos are allowed, I will definitely visit.

Online casino gambling

— What is your general attitude to gambling, given your five-year experience in online casinos?

– Positive. It seems to me that all countries should legalize online gambling, provided that account verification and payments are controlled by the state. A lot of rich people play in the casino, let the budgets of their countries be filled. And of course, we need state control over gambling addiction.

– What advice would you give to people who are passionate about gambling?

— There are several tips here at once. After registration, pass verification, play only official slots and remember that having a license does not mean using the original software. It is better to focus on casinos with a Maltese license.

I would advise enthusiastic gamblers to adhere to the rule-not to lose more than 10% of their income per month. After a big win, it is better to stop and withdraw the entire amount. If we are talking about high-rollers, you should find out the withdrawal limits in advance. Before activating bonuses — carefully read the conditions for the wager and bets. And I can also advise you to use the Slottracker software, which collects all the information on slots and gaming sessions: RTP, launch history, general statistics, etc.

The collection of questions is completed. Thank you for your participation! You can read the answers in the interview here.

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