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Jonas Karhu on what high rollers should expect from online casinos: real VIP experiences, not empty promises

The term “VIP” is often thrown around casually, but few operators truly deliver on their promise of an exclusive, luxurious experience. For high rollers — players who gamble large amounts and expect the service to be convenient for them — the lack of attention to their unique needs can be frustrating.

However, there are many ways to quickly cut through the noise and find sites that treat VIP players the way they should be treated. The man who has been at the forefront of bringing luxury one step at a time in seconds is Jonas KarhuCEO of huge UK comparison site Bojoko.com.

A former poker player and still a gambler, Karhu is very familiar with what the high rollers want. on Bogocohigh rollers can see a list of casinos ranked based on their high gambling experience, complete with insights from the site’s experts. In this exclusive interview, Karhu shares his thoughts on what a true VIP experience should entail, why big players shouldn’t settle for glorified loyalty programs, and how the industry can better meet the needs of its most valuable players.

What inspired you to focus on the high-roller experience at online casinos?

I’ve been there myself, playing at a level that’s not just about money but about experience. Big players are looking for something more. They don’t stop at generic offers or cookie-cutter loyalty plans.

What attracted me to expanding Bojoko’s offerings and creating dedicated VIP menus and guides is that there is a lot of misleading fluff. There’s a lot of talk about “VIP treatment,” but often it’s just marketing. High-rollers want personalized and meaningful experiences, and I saw a real opportunity to help bridge the gap between what players expect and what casinos offer.

In your opinion, what defines a true VIP experience for high rollers?

It’s about personalization and respect. High rollers should feel like they are playing at a small casino that knows them inside and out, even if it is online. This means having a dedicated account manager who understands their preferences, not only in terms of games but also connection style, preferred bonuses and even withdrawal speeds.

True VIP treatment also goes beyond the casino. VIPs should have access to exclusive events, gifts, or even unique experiences like luxury excursions. It’s about creating a lifestyle around the casino, not just throwing cash bonuses at players and hoping they stick around.

Why do you think so many online casinos fail to provide this level of service?

A lot of it has to do with size, budget and resources. Most online casinos are designed to cater to the masses, so they focus on automation and scalability. Most casinos also don’t have the amount of cash flow needed for a red carpet opening. Although this is good for casual players, it is not suitable for high-end players who expect a more practical and personalized approach.

There is also a misconception about the value of high rollers. Many operators assume that it’s all about throwing money at the player – bigger bonuses, cashback, etc. While financial incentives are part of the equation, they are not the whole picture. Great people value time, appreciation, and experiences that make them feel truly valued.

What advice would you give to high rollers when choosing an online casino?

Don’t settle. If a casino claims to offer a VIP experience, dig deeper. Ask what being a VIP really entails. Do they provide a personal account manager? How flexible are they regarding bonuses and withdrawals? Are there exclusive rewards or events, or is it just a glorified loyalty program with luxury brands?

Also look at the reputation of the casino. Top players deal with large amounts of money, so trust is crucial. Check player ratings, check their license, and see how they handle customer service. A true VIP experience starts with trust and transparency.

How does Bojoko help high rollers find the right casinos?

We take the guesswork out of finding quality casinos. Our platform is designed to provide players with all the information they need to make an informed decision. For high rollers, we highlight casinos that truly cater to VIPs, not just those that use the term as a marketing gimmick.

Our reviews are detailed and honest. We test everything from game selection to customer support and pay close attention to how casinos handle their high-value players. We also include player reviews so our users can see real-world experiences from people like them.

What should online casinos do to better serve their high rollers?

Many don’t have the resources to do it right, and that’s okay; They can meet the needs of ordinary players. All of this means that they will not be included in Bojoko’s top players’ rosters.

However, if you are a casino that has the money, invest in customization. Big players don’t want to feel like just another account number. Dedicated account managers who build real relationships with players can make a big difference.

Also, make the experience seamless. Experienced people don’t want to wait or deal with unnecessary obstacles; they want things to happen quickly and easily. Everything should be at their fingertips. VIP tables, high-stakes games, etc. should be in place, and if you see a vulnerability or bug, fix it immediately.

As I mentioned earlier, it is also important for these platforms to understand that a true VIP experience is not just about what happens on the platform. Offer experiences that go beyond gaming, whether they’re invitations to luxury events, personalized gifts, or unique travel opportunities. It’s about creating memories, not just transactions.

Do you think the industry is moving in the right direction when it comes to catering to VIPs?

I don’t really think so. It’s very similar to how it’s always been. It may be a little worse today in terms of the number of small, typical casinos that exist everywhere, with no real way to cater to the big players but through bold and bold loyalty programmes.

What excites me is the increasing competition in the market. As more operators enter this space, they are forced to innovate and up their game. This is good news for big players because it means better options and experiences.

Joonas Karhu on What High Rollers Should Expect from Online Casinos: True VIP Experiences, Not Empty Promises

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