24/7 VIP Support Services - Not Usual
1. Personal Account Manager
Dedicated contact: one manager for the entire cycle, knows the history and preferences of the player.
Continuous communication: phone, instant messengers, e-mail, sometimes even WhatsApp/Signal in real time.
Proactive notifications: he himself reminds of the timing of shares, the timing of documentation and new offers.
2. Priority Queue and SLA
Reaction speed: first answers in 1-5 minutes, complete resolution of the issue - up to 30 minutes.
Guaranteed terms: written SLAs record the operator's obligations, penalty bonuses for violating them.
Bypass route: bypassing the main line, requests go directly to the senior supervisor or risk department.
3. Extended support channels
Multilingual team: dedicated specialists in the main languages of the VIP audience.
Video chat and video calls: an opportunity to discuss a complex request "face to face."
Concierge services: assistance with travel arrangements, room reservations and transfers for offline events.
4. Exclusive features and tools
Instant change of limits: through the manager, the request is processed in real time, without "quarantine."
Direct access to technical specialists: in case of live broadcast failures or win calculation errors, engineers are connected.
Own dashboards: personal portals where all open tickets are visible, their status and communication history.
5. Comprehensive dispute support
Accelerated IDR - Internal conflict resolution is completed within 24 hours.
EDR assistance: preparation of documents for external arbitrators (eCOGRA, IBAS) and support until the final decision.
Legal advice: with turnover over €100,000, in-house lawyer services are often available.
6. Additional benefits
Invitations to closed channels and groups: chats with other VIP players and casino owners.
Personal reports: ROI analytics, betting patterns and strategy optimization recommendations.
Annual reviews and plans: joint development of a roadmap for bankroll management and participation in promotions.
7. Difference from regular support
VIP support service is not just a round-the-clock chat, but a comprehensive premium service: a personal manager, accelerated SLAs, direct access to technical and legal experts, expanded communication channels and exclusive tools for solving any issues as quickly and efficiently as possible.
