Interactive FUTURE OF CASINO DEALING PLAYERS’ PERSPECTIVE
Have the expectations of the player changed due to their engagement in online live environments?
I believe they have to a point. The online casino has the possibility of giving a greater variety of games and table limits within those games. Tables can be easily switched on or off with multiple limits being used on one table for example. This is not really practical in the land-based environ- ment.
Communicating with the player - how different is the connection with the player when dealing online as opposed to land-based? If you were listening to two games being dealt with only the sound to guide you - could you tell which was online and which land-based?
The obvious difference is that the online player cannot speak directly to the dealer, just type through the chat feature. The online dealer will not be able to see the player so, no body language can be observed by the dealer. On the downside, online dealers will have to deal with more abusive chat than land based dealers, as players will say things online they would never repeat in a face- to-face situation.
If you were listening to the two types of dealing, you should hear more instructions or comments from the dealer as they are conscious of filling the gaps when in-between actions. No player enjoys seeing a dealer sitting there is silence!
It’s also worth taking into account that land- based dealers will be dealing to their own players whereas; most of the online casino operators will be dealing to their customer’s customer. This type of online operation means that the dealers will be dealing to players from multiple operators so they have to be conscious of this with the comments they make. In the larger B2B online supplier sec- tor, where the supplier has other verticals such as video slots, the Live Studio will be the only time that they have direct feedback from their cus- tomer’s player.
Are the players the same for land-based and online live table gaming? Should they be treated the same by the dealer or need they adapt to a dif- ferent audience?
There are many similarities. Both types of player will expect the games to be dealt professionally and according to the rules. There will always be players who prefer to use a live dealer in a land- based casino but more and more of these are playing online and enjoying the variety of online live dealer casinos that are available. On the flip side, there are the players who prefer the anonymity of playing online, both VIP and regular players, and will not play in a land based opera- tion.
I don’t believe the players should be treated any differently; after all, many of them are looking for
9 2 “The online casino has the
possibility of giving a greater variety of games and table limits within those games.
Tables can be easily switched on or off with multiple limits being used on one table for example. This is not really
practical in the land-based environment.”
the land-based casino experience online.
What percentage of players have now played live online tables and in-location table games? What’s the crossover and is this something that should be encouraged further or restricted due to canni- balisation fears?
There’s a question I’m sure many operators would like answered! The land-based casinos that ven- ture into the online sector will be able to track this quite easily analysing their own stats, but for the pure online operator, I am not sure how they would be able to measure this without surveying all their own players.
There is room for both of these sectors. The land- based operations should be looking at an online presence to compliment their existing operation. Potentially a much larger audience can be reached, existing customers can have access to play on the locations own site from home and benefit from still being able to utilise the hospital- ity programme. Online tournaments could be held with finals in the land-based casino.
INFLUENCE OF TECHNOLOGY
Does technology change the experience not just for the player, but for the dealer too?
Yes! Dealers will and have to adapt to new tech- nologies that are continually evolving. If we look at the impact the variety of auto shufflers on the dealer (love them or hate them) you will see that procedures had to change to adapt to what was then, new technology. The same goes for the chippers. I don’t think we will see anything that will have such as impact as the chippers and shufflers but there will be changes. Cards reading technology will continue to evolve, RFID technol- ogy will continue to evolve and that’s before we even look at what could happen to allow the online experience to develop further.
How have the environments changed for both land-based and online dealing in recent years?
Yes they have, although the online side is faster due to the nature of the online environment. In
comparison, the online sector is still the new kid on the block and developing rapidly as more and more suppliers open their own operation. The US will open eventually and no doubt more studios and land-based operations running their own stu- dios will appear.
While you can play online in green-screen loca- tions there are online setups within land-based locations - are these appealing not just from the perspective of legislation, but as an branding/player loyalty solution?
The online setups within the land-based opera- tion will be able to ensure that their brand is maintained and be able to extend the experience their players already have in their establishment encouraging player loyalty. This will however, be limited to the land based operators brand unless they offer B2B services also.
The legislation covering online operations in reg- ulated jurisdictions has become much more com- plex and stringent over the years and rightly so.
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