Interview with Jean Pierre Lafitte of Tropezia Palace
I was working in a land based casino and a friend approached me asking for help for his new business and after a while the energy of an online casino really intrigued me.
Perhaps the first thing that people notice is that we have more games than your average casino. Today, I believe that we are probably among the top 5 in the world in terms of how many games we offer. With new contracts underway, I think we will surpass everyone in terms of offering.
What we do well is communicate with the players and give them the attention they deserve.
The beauty of this is that we have the best games from different providers and therefore offer the strongest portfolio online that I am aware of. The amount of progressive jackpot games is impressive and there is something for everyone. Whether you like the blockbusters like Thunderstruck, Lara Croft, Superman, Rook’s Revenge or simply looking for a slot with zebras, we have it.
Tropezia Palace casino has mostly players from Europe and it is very mixed where the players come from. We advertise in many countries and we are featured on a many sites related to casinos. At the moment we are getting more players from Norway and Sweden as we have recently hired new staff and making local advertising in print and TV media there.
From what we see, the real casino players do not care about small free money offers, they are more driven by the fact that they get a good first deposit offer that gives them some real money to play with. These are 100% or 200% offers that gives them between 100 and 200 Euro or Dollars extra in their bank. With this, they have enough to gamble and try out some new games, interact with our customer support and look around and really take us for a test drive.
As an online merchant, we use the highest international protocols for managing the information and transactions just like big banks do. We do diligent identity checks of all withdrawals making sure that the money always goes to the right person. We are proud to have a couple of fraud experts with many years of experience on our team.
We do not share our player’s data and personal information with anybody, it is well protected and not even all of our staff has the clearance to see full personal information of a player. Naturally all communication with the site and any third party is done over encrypted and secure data transfer connection, SSL technology as it is officially called.
Yes we do, we offer a generous bonus that triples your real money on your first deposit. So when you arrive and if you deposit 100 Euros,Dollars or Pounds, you will instantly have 300 to play for in your account. The bonus can be withdrawn after what I believe are very lean terms. The wagering requirements are set to 35 times the amount of the bonus and the deposit together and this is very competitive across our industry. All slots play contributes fully to the wagering requirements but play on Blackjack, Roulette, Poker, Video Poker, Table Games and Scratch Cards contributes with 20%.
Our VIP club is by invite only. We invite loyal players and High Rollers. Here, there are really no limits. For one player we have flown his son from one side of the word, and the player himself from another side of the world for them to meet in a central European city to watch an exciting Premier League match. We have a very nice VIP manager that really cares and caters to the player’s needs and really knows everyone by their first name. I have heard that one player called him to ask for a recommendation on nice French wine (The VIP manager was born in France).
First of all contact the support to see if they can help. If they are not able to help then the Customer Support manager will get involved and try to solve whatever the issue might be at hand by talking to different departments and directly to the player over the phone. We aim to please everyone and that is really hard as sometimes people expect answers and solutions within minutes or hours. If we need to involve other departments and even do a technical investigation, an issue can take few days to process. We cannot make any money by ignoring the players or their requests and the faster we solve any issue, the happier the players are - and that is our goal.
One of the recent bigger wins was actually on a brand new game and the payout was 90,000 Euro. The game is called Piggy Bank and is a pretty nice 3D slot developed by Sheriff Gaming. The player was a very happy 72 year old grandmother from Switzerland.
Of course and every casino online or offline needs to pay attention to this. We love the thrill of the games and winning money, but it is important we play within our budget. We have a budget manager in our player accounts so that each player can set a limit for themselves per day, per week or per month in order to keep control over their spend. We train our staff so the staff also knows when to make recommendations and also provide local contacts so that the players can even talk to local professionals which have an established experience with these issues.
Thursday evening we got a complaint from one of our newer players who said that she had won 3,000 Pounds on a single spin. She had only been regularly playing on our site for two months, so our customer service staff, keen to impress, worked every trick in the book to try and resolve this for her that night. Her account manager spent most of his evening trying to solve this puzzle as the affronted lady kept nagging him about her big win.
Hopelessly, the poor guy in our CS team (and when I say 'poor' you'll understand why in a second) had to hand over to case to the us the next day. With no easy solution at hand, we spent the whole weekend investigating our systems upside down and over and out - we even had the game provider dig out the longest and the most detailed report I have ever seen in my life. Working over the weekend would have been nothing, if it hadn't been an incredibly hot August and the air conidioner decided to stutter and die midway through saturday. Now imagine all of us, hunched over our computers, looking at figures and reports, on a saturday night, sweat rolling our foreheads. Very rock and roll.
Finally, exasperated and at a loss, we contacted the player on Monday morning and we where ready for the expected onslaught of enraged indignation... when she turns around and laughs and says that she had only been joking and wanted to see what we would do about it.
Thank-fully this player is now one of our long standing VIPs, but needless to say, when she pops up in the live chat, there are a few people in this office who grind their teeth a little!