High Rollers vs. Everyday Players: Who’s Steering Operator Strategies in 2025?

If you’re running an iGaming platform, the question isn’t “Do VIPs still matter?”; they do. The real question is: What drives sustainable growth in 2025, now that regulation is tighter, acquisition costs are rising, and mobile-first players dominate activity?

Public reports and operator filings point to a clear pattern: VIP programs remain, but the real investment is now flowing toward scalable retention, automation, and player lifetime value.

Why the Old VIP Model Is Harder to Justify

Two forces reshaped the landscape: regulation and cost.

• Regulation tightening: The UK Gambling Commission’s High Value Customer guidance (2020) imposed strict oversight on VIP programs, leading to an estimated 90–95% drop in active VIP accounts across licensed UK operators.
• Advertising limits: The Netherlands banned untargeted gambling ads in July 2023, while Malta’s updated Player Protection Directive (January 2023) introduced stronger affordability checks and monitoring rules.
• Rising costs: Customer acquisition costs in mature European markets climbed to $250–$400 per player (Optimove, 2023), eroding the efficiency of chasing a small elite base.

The outcome: VIP management didn’t vanish, but it became expensive, compliance-heavy, and less scalable. Every day, player retention now delivers better margins with lower risk.

Technology Flattened the Hierarchy

Mobile-first design and real-time CRM platforms have turned exclusive perks into baseline expectations.

• 5G adoption: Ericsson’s June 2025 report projects nearly 3 billion global 5G subscriptions, enabling seamless HD live casino play on mid-range devices.
• CRM automation: Tools like Fast Track and Optimove automate personalization at scale — delivering custom offers and retention flows without manual VIP management.
• AI-driven responsibility: Entain’s ARC (Advanced Responsibility & Care) platform uses behavioral data to trigger personalized interventions, illustrating how compliance and engagement now coexist within the same tech stack.

Where “VIP experience” once meant white-glove service, it now means frictionless personalization for all.

The Kindred Lesson: Why Balance Matters

In 2023, Kindred Group tightened responsible-gambling controls as part of its “Journey Toward Zero” initiative, voluntarily reducing risky play. The result: an 11% quarterly revenue drop, attributed largely to reduced activity among high-value players.

Kindred’s decision was widely praised for its ethics. Still, it also underscored a hard truth: operators that pivot too abruptly from VIP reliance to strict mass-market retention may face short-term revenue dips. The balance between compliance, profitability, and sustainability remains a fine line.

What Everyday Players Actually Want

Every day, players aren’t chasing status; they’re chasing speed, clarity, and convenience.

That’s why accessible, fast-paced titles like Evolution’s Crazy Time, Spribe’s Aviator, and Pragmatic Play’s Sweet Bonanza top global engagement charts. These games fit mobile habits: quick, social, and easy to understand.

Operators like LeoVegas and Stake.com have leaned into this trend, refining UX for instant deposits, quick withdrawals, and personalized missions. The priority is usability, not luxury, and it’s paying off in consistent engagement.

Do Whales Still Matter?

Yes, but differently.

Industry estimates suggest roughly 70% of operator deposits still come from around 5% of players, especially in mature markets. That concentration persists, but reliance on it is declining as compliance pressure mounts.

The winning formula is balance: protect VIP value while ensuring long-term sustainability through broader retention systems.

Regulation: The Silent Engine of Change

Rather than a separate challenge, regulation has become the industry’s primary steering force. The UKGC, MGA, and KSA have shifted from regulating behavior to demanding proof of prevention. That’s pushing operators toward safer, transparent engagement models, where responsible-gaming data doubles as customer trust currency.

The Operator Playbook: What Works in 2025

1. Rebuild Loyalty for Scale

Replace tier ladders with mission-based progression and public achievement systems.

Track: 90-day retention, active session frequency, and mission completion rate.

2. Prioritize Mobile UX

Audit onboarding, deposit, and withdrawal journeys. Even a minor load delay can significantly reduce conversion.

Benchmark: <3 Seconds to load; <5 taps to deposit; support for Apple Pay or Trustly withdrawals.

3. Automate Personalization

Leverage CRMs like Fast Track or Optimove to trigger real-time offers based on player behavior.

Measure: uplift in conversion and retention versus static campaigns.

4. Operationalize Safer Gambling

Model programs after Entain’s ARC or Kindred’s Journey initiatives; proactive, data-driven, and auditable.

Track: intervention rate, player retention after responsible-gaming alerts.

5. Be Transparent

Simplify bonus terms, clarify wagering conditions, and ensure compliance messaging matches brand tone. In 2025, transparency is retention.

Common Pitfalls

• Over-bonusing: Spending heavily on deposit rewards erodes ROI and attracts short-term hunters.
• Copying retail VIP logic online: Digital players value speed and personalization, not concierge events.
• Ignoring mobile performance: UX bottlenecks remain one of the most preventable churn triggers.
• Treating all “everyday players” alike: Segment by play behavior, not deposit size.

Where the Trend Actually Points

Across public filings and vendor documentation, the trajectory is clear. High rollers still exist, but everyday players now shape the business model. Operators are investing in mobile design, CRM automation, and responsible gaming as the foundations of long-term growth.

Because in 2025, loyalty, not luxury, defines value.