Effectively managing VIPs is not simply a matter of offering bigger bonuses. It involves sophisticated segmentation, real-time behavioral analysis, and personalized service delivery.
In the recent Peaky Ads podcast, Vasilii Gamov, CEO of the agency, and Gali Hartuv, CEO of WarriorLab, shared all their findings on the VIP iGaming segment, from the definition of such players to VIP program positioning, retaining VIP clients, and strategies to attract them.
Who are VIP players in iGaming: definition
Most operators recognize VIPs based on their high spending alone. But according to Gali, that’s outdated. «VIPs are characterized by a mix of value, activity, and behavior, not just spending potential.»
This more strategic definition is supported by the research of WA.Technology, refers to the fact that VIP players generate 5–10 times more revenue per user than standard players. In some territories, they contribute over 60% of the operator’s margin.
A true VIP might not always deposit large sums at once, but their retention, activity, and frequency make them highly valuable.
The changing portrait of the VIP players in 2025
Let’s see the trending portrait of VIP clients in iGaming. Yes, it’s changing!
Gen Z expectations
Younger players are becoming more prominent in VIP ranks. Gen Z players appreciate authenticity, immediacy, and digital convenience. They’re less interested in old-school loyalty programs and more drawn to gamified engagement and transparency.
This shift in demographics necessitates operators to transform their VIP programs to include graphical gamification, personalized progress bars, and real-time interaction mechanisms, as in the case of winning brands such as Casumo.
Cryptocurrency and VIPs
VIPs are increasingly interested in crypto. Research shows that 25% of VIP revenue is now generated through cryptocurrency transactions.
The benefits for them include:
- Reduced KYC barriers,
- Fast, anonymous deposits and withdrawals,
- Alignment with Gen Z values.
As fiat payments become increasingly regulated, crypto’s profile can only rise.
Misconceptions that derail VIP programs
A central myth is that high deposits establish VIP value. Transactional value in a vacuum is non-representative.
As Gali explains, operators must analyze:
- Player behavioral volatility,
- Sustainability of activity,
- Long-term engagement, not short-term spikes.
Another myth is that VIP players, once acquired, will remain loyal. IGaming Business data shows that VIP churn can be as high as 60% within six months if not managed appropriately. The secret is regular touchpoints, proactive communication, and personalized incentives.
As the PeakSupport report explains, personalized support increases VIP loyalty and lifetime value far more than generic bonus strategies.
Identifying VIP players: tools and strategies
Several tools and strategies help to detect VIP clients; we’ve highlighted the two most relevant ones.
Real-time data & AI support
Operators must spot VIP potential early. Leading platforms now use real-time analytics, LTV prediction models, and AI behavior tracking as standard. AI tools can spot potential VIPs days or weeks before they increase spend, allowing operators to intervene early and trigger personalized onboarding.
Segmented onboarding journeys
VIP onboarding must be intentional and value-based. As Gali warns, «Don’t show a VIP experience too early and then remove it, it feels like rejection.» An explicitly designed onboarding funnel prevents churn by offering users incentives and milestones based on their actual behavior and lifetime value, not upfront deposits.
Critical components of a successful VIP program
Globally, there are two most crucial components of an excellent VIP program.
Customized account management
VIPs are hungry for human interaction. Initiatives with named VIP account managers have a greater player engagement, according to PeakSupport.
These specialists must know every player’s routine, communication style, and interests. Websites investing in extremely skilled, culturally sensitive VIP managers outperform the opposition.
Real-life and virtual rewards
VIPs are not bonus hunters. Gali stresses the importance of experiential rewards, from luxury travel to live events. «Sending a luxury watch is fine, but presenting it at dinner builds long-term loyalty,» he says.
Examples:
- Hospitality packages for concerts or sporting events,
- Private crypto bonuses,
- Custom gifting is player-specific.
As iGaming Afrika reports, bespoke perks build emotional connection and brand loyalty.
Making your VIP program visible: advantages and disadvantages
Visibility strategy depends on brand maturity and operational readiness. A hybrid model is usually best:
- Public levels to fuel aspiration,
- Private offers for exclusive interaction.
Operators should not overpromise public VIP rewards they can’t fulfill. Gali says, «Transparency is key, but only if you can deliver what you advertise.» Gali states that most operators conceal 80% of their VIP rewards to protect proprietary strategies from imitation.
Retention as a priority: intelligent financial strategy
Acquiring a high-value VIP can be 500 times more costly than retaining one when the conversion rate on first-time depositors (FTDs) is under 1%.
Losing a €100,000/month player and acquiring one who plays with €20,000/month leaves an €80,000 revenue gap despite «the dashboard looking the same,» Gali cautions.
Retention must prioritize:
- Fast payouts (no restrictions or time delays),
- Gamification (VIP milestones and dashboards),
- Personalized engagement (surprise bonuses, personal messages),
- Hospitality events (online or offline).
Regulatory navigation: VIP programs and compliance
Operating in regulated markets like the UK, Sweden, and Germany requires operators to make VIP programs compliant with AML, KYC, and RG standards.
As Gali suggests, VIP teams must work together with:
- MLROs (Money Laundering Reporting Officers),
- Legal and compliance teams,
- Data protection officers.
Operators must determine acceptable risk thresholds while incorporating compliance protocols into the program’s infrastructure. The secret is cross-functional collaboration: VIP, risk, and compliance cannot exist in silos.
Acquiring VIPs: online, offline, and broker strategies
The acquiring process can come in three variations: online, offline, and broker approach. Let’s analyze each of them.
Online channels
Start success with the shared data of the retention and acquisition teams. Acquisition should feed directly into custom onboarding pipelines, and the transition should be seamless.
- Leverage CRM data to inform affiliate offers,
- Optimize landing pages for HNWIs,
- Use LTV insights to modify ad spend.
Gali continues that failing to break silos leads to short-term victories but long-term defeats.
Offline methods
Offline acquisition is achievable in markets like the Gulf, Africa, and certain Asian areas. VIPs go to:
- Golf tournaments,
- Art expos,
- Luxury brand showcases.
Utilize current VIPs as referral channels: “VIPs know VIPs,» states Gali. Incentivize them to bring in peers.
Consider also VIP brokers, a niche but growing iGaming vertical. Like financial advisors, they navigate high-value players to authorized sites.
The future of VIP: towards dynamic, real-time programs
Traditional tiered VIP programs are making way for dynamic models. These programs respond to real-time activity rather than pre-set thresholds.
Gali foresees that the next generation of VIP schemes will harness:
- AI for player reward dynamic adjustment,
- Machine learning for churn prediction,
- Behavioral modeling to shape offers and incentives.
Conclusion
Now you understand that managing VIPs is not simply about bigger bonuses, deeper relationships, better data, and smarter engagement; it is what matters most.
Use this article by Peaky Ads as a manual to boost VIP clients’ acquisition, retention, and shift your iGaming revenue to the moon.
