At a time when digital gambling is attracting more and more players, one question remains in the industry: is it possible to design the perfect online casino? Martyn Hannah, co-founder of Comparasino, has given some thought to this question and outlined what he believes would be the ideal online casino experience for players.
Smooth registration
The first step that still traps many online casinos in user dissatisfaction is the registration process. Today, most platforms ask players to provide their personal information, confirm their income, and even upload identification documents, a process that is considered too long and too complex.
Drawing on Pay’n’Play solutions, available in the United Kingdom through providers such as Trustly and TrueLayer, Martyn advocates for registration in less than 60 seconds, carried out directly through the player’s bank account. He believes that this simplification would drastically reduce friction and improve conversion rates for new players.
Simplicity in payments: a strategic
Beyond quick registration, payment management remains a key factor in the player experience. For Martyn Hannah, it’s not just about adding a host of methods, but choosing the right tools:
- Instant payment via Pay’n’Play, which combines deposit and verification in a single step;
- Traditional bank cards, still popular with a large proportion of users;
- E-wallets such as PayPal, Apple Pay and Google Pay.
This approach meets both users’ expectations for efficiency and their payment habits. Hannah also notes that, although there is demand for certain options such as mobile payments, they may lose their appeal once players truly understand the fluidity offered by instant banking.
The £5 deposit threshold
One of the most interesting proposals outlined by the expert concerns the minimum deposit level. While many platforms impose a threshold of £10 or more, Comparasino’s data shows strong demand for casinos that accept deposits from £5, especially when combined with a well-designed bonus.
Martyn Hannah explains that these players are not low-value profiles: on the contrary, they often come back to deposit more later, making this strategy an asset for both the player and the operator.
Fast payments and trust
Another pillar of the perfect experience is instant payouts. For many players, waiting for a transfer can be a major source of dissatisfaction.
According to him, fast payments are one of the pillars of customer loyalty. In a market as competitive as online casinos, being able to pay quickly can make the difference between retaining a player or seeing them go to a competitor.
Personalisation
One of the most innovative aspects of the proposed model is the increased personalisation of the experience. Comparasino, thanks to its recommendation engine, identifies players’ preferences – type of games, bonuses, payment methods – allowing it to recommend platforms and offers tailored to each profile.
Hannah proposes that each player be treated as an individual rather than as part of a statistical group. This means:
- game suggestions based on actual playing habits;
- promotional offers tailored to each player;
- personalised communications rather than generic mass messages.
Player loyalty is a key concern for operators. Inspired by players such as PlayOJO, who have made transparency a central part of their brand, he suggests frequent and tailored rewards, such as:
- free spins with no strings attached;
- slot races or tournaments;
- tangible prizes ranging from technological gadgets to trips or cars.
This approach goes beyond the traditional mechanics of loyalty programmes, focusing on simplicity, regularity and personalisation of rewards.
Human customer support
Finally, Hannah emphasises what he considers to be one of the most overlooked elements of online casinos: customer service. For him, 24/7 support based in the UK, capable of interacting via various channels (live chat, instant messaging, social media), would be a powerful driver of engagement and loyalty.
Although the perfect online casino remains a theoretical idea, Martyn Hannah’s proposal offers a practical roadmap for rethinking the current experience. By combining ultra-fast registration, instant payments, increased personalisation and human support, he envisions a platform that would truly meet the expectations of British players.