Peter Jesko: "Safety Index is a new representation of our commitment to user safety"

Casino Guru's Strategy Lead, Peter Ješko, significantly influences the direction of company development. We portrayed his rich experience and knowledge of the online gambling industry in a previous interview, where we talked about Peter's role at Casino Guru and the processes he oversees.

This time around, we discuss Casino Guru's Safety Index, its processes, and how it is created, as well as the recent name change. Peter explains why this alternation happened, what it entails, and talks in detail about the things that have remained consistent.

Why is security crucial when selecting a casino? How do casino size and complaints impact the Safety Index? What other factors does the Data Team consider and evaluate? What unfair terms and conditions do casinos impose on players? Keep reading to find out!

Q: What led to the change from reputation rating to the Safety Index, and what is it all about?

The reputation rating known to our users and partners has now become the Safety Index. Though the essence remains unchanged, we've updated how we present this evaluation to represent our efforts more accurately. In the past, there were instances where people misunderstood the term 'reputation rating' or confused it with other ratings on our website.

Oftentimes, it was seen as a measure of user experience, assessing how well one could play in the showcased casinos. However, our focus is solely on safety. That's why we introduced the new name Safety Index, which better aligns with our philosophy. The calculation and algorithm behind the rating stay the same, ensuring consistency.

Q: Can you provide an example of how visitors used to confuse the reputation rating, now the Safety Index, with other ratings on Casino Guru?

Sure, it's important to understand that the Safety Index serves as a primary filter to determine a casino's suitability and safety in terms of playing and payout reliability. On the other hand, the order in which we display recommended casinos on our website is based on different, specific criteria.

For instance, let's say a casino has a high Safety Index, indicating it's safe and trustworthy for players. However, it might not be ranked as the top-recommended casino on our site. That's because the ranking considers additional factors beyond just safety.

These include the minimum Safety Index value, data on suitability for players from a particular country, like language preferences, and solid information on player retention in the casino compared to others. So, while the Safety Index is about overall safety, the casino rankings consider multiple factors to offer the best options to players.

In the past, some visitors mixed up these two concepts, thinking that a high Safety Index necessarily meant it would be ranked first on our site. Clarifying this difference was crucial to avoiding confusion among our users.

Q: Before we delve into the creation of the Safety Index, why is safety such a crucial factor when selecting a casino?

Safety is of utmost importance because it indicates the smooth and trouble-free payout of players' legitimate winnings from a casino. While many honest casinos have no issues paying out winnings, unfortunately, some try to find excuses to avoid payouts, take terms and conditions too strictly or face difficulties considering the player's attitude in disputed cases.

To address this, we developed a model that estimates the likelihood of encountering such problems. Based on this model, we recommend only those casinos to our users where the risk of non-payment is minimal. We consider these casinos to be almost completely safe, and that's why we assign them a high Safety Index rating. Ensuring the safety of our users is our top priority.

Q: What methodology does Casino Guru use to create the Safety Index?

The Safety Index process involves distinct steps to ensure accuracy and fairness. First, we carefully read and evaluate the terms and conditions of each casino. Then, we gather complaint data from our Complaint Resolution Center and other verified platforms. For every complaint against a casino, we assess its validity and assign black points based on the disputed amount. Finally, we compare these black points to the casino's size or revenue, estimated using specific methods.

By analyzing complaints and revenue together, we maintain a proportional approach to the Safety Index. Larger casinos are more likely to have statistically more complaints, so our methodology takes this into account to ensure a fair evaluation across the board. This way, we can provide a reasonable and balanced Safety Index.

Q: Let's delve into the topic of complaints and their impact on the Safety Index. Are all complaints treated equally?

No, not all complaints have the same impact on the Safety Index. We only consider valid complaints in the index. If we determine that a casino was right and the complaint is not justified, no black points are awarded. However, in the case of a valid complaint, our rule is to assign one black point for every dollar of the complaint's value. While there might be some minor adjustments based on various factors, the fundamental ratio remains one black point per $1.

This methodology is based on a simple observation – there is a noticeable difference between a willingness to pay out a $50 and a $500,000 win. Some casinos may be hesitant to pay out larger sums and might look for reasons to avoid doing so. Consequently, the larger the amount of the complaint, the more black points the casino receives in the Safety Index. This approach helps to highlight potential issues with casinos that may be reluctant to pay out substantial winnings.

Q: What happens if a casino has no registered complaints?

If there are no complaints against the casino, it will have zero black points in the Safety Index. However, other penalties may still apply. If there are no complaints or other negative factors, its safety index is determined primarily by its size.

In the case of a new casino with no registered complaints, we exercise caution. We never assign a Safety Index rating of 8 or higher to a new casino because we lack sufficient information to definitively determine its safety. Instead, we reserve such high ratings for well-established casinos with a proven track record of operating safely.

For a casino to be prominently featured in our rankings, it needs a Safety Index of at least 8, while a minimum of 7.5 is required to be listed in our recommended section. Higher positions in the Safety Index are reserved for casinos that have a solid market presence, a reputable history, and lack significant negative factors, allowing us to confidently promote their safety.

Q: When it comes to complaints, I was curious if the age of the complaint matters or if there's an expiration date for them.

Indeed, the age of complaints does play a role in our evaluation. As complaints get older, their significance gradually diminishes, and after 6 years, they are no longer considered relevant. A lot can change over such a timeframe, and the way a casino operated several years ago might not accurately reflect its current performance.

We understand that ownership and management can change, and past reputations don't necessarily define a casino forever. Hence, we take into account the age of complaints and diligently update information about casinos to ensure a fair and up-to-date assessment.

Q: Another aspect of the Safety Index foundation is the size of the casino. Could you explain what this means and why it's significant?

The size of the casino is determined by estimating its revenue, which allows us to put complaints into proportion relative to the casino's scale. For instance, if a massive corporation has three complaints, it still appears more favorable than a small casino with only one complaint.

Furthermore, the casino's size indicates its ability to reliably payout players, even for substantial winnings. A larger casino with stable sales and a solid history gives us more confidence that it can handle sizeable payouts, which contributes to a higher Safety Index rating.

Q: So, can we conclude that the largest casinos are always the safest?

Not necessarily. Once a casino is rated as safe, there's not much distinction in safety between the biggest and medium-sized casinos. While larger casinos may offer a bit more security to high rollers seeking the utmost safety, in essence, even medium-sized casinos can provide stable and trouble-free payouts.

I want to emphasize that the size of a casino doesn't necessarily make it the best option. We recommend all the casinos on our list that have a high Safety Index. The ideal choice for a player depends on their personal preferences, such as the available games and the overall casino environment they desire. A medium-sized casino could even offer a better UX than some big corporate casinos, so players must select a safe casino that suits their preferences.

Q: The terms and conditions are another key factor that influences the Safety Index, and Casino Guru assesses them for fairness. What aspects do you focus on in the terms and conditions?

At Casino Guru, we take a comprehensive approach to evaluating terms and conditions, going beyond the industry standard. Our assessment includes not only whether the terms were followed but also if they were written and applied fairly.

We follow a Fair Gambling Codex that outlines our principles, although it's not exhaustive due to the ever-changing nature of our work. In essence, we believe that as long as a player acts in good faith, without any dishonest intentions or unjustified advantages, they should be rightfully paid.

Terms and conditions should primarily protect casinos from fraudsters and bonus abuse, while not penalizing recreational players. Players often miss certain terms or might not be aware of how they are applied. If a player unintentionally violates a rule without gaining an advantage, the casino should be understanding and accommodate the player. Let's face it, hardly anyone reads the entire terms and conditions, so we do that in detail to ensure fairness for players with each casino update.

Q: If Casino Guru identifies unfair conditions during the analysis, it lowers the casino's Safety Index. What does Casino Guru consider unfair conditions?

Some unfair conditions are obvious and have been mentioned in a previous interview by my colleague Matej Novota. However, there are also hidden conditions buried in the fine print. One aspect we consider unfair is when a casino restricts the way a player can play. For instance, if a player uses a betting strategy like the martingale, casinos often refuse to pay out winnings, assuming it protects against dishonest players. But in reality, martingale doesn't work, and the player doesn't gain an advantage over the casino – they will eventually lose even when using this strategy.

The problem arises when players are unaware that their chosen strategy is forbidden, since these rules are often vaguely defined. Subjectivity in defining and enforcing betting patterns allows casinos to apply such restrictions even to recreational players who are unaware of these policies. This lack of transparency and potential for unfair treatment contribute to a lower Safety Index for the casino.

Q: Can you provide an example?

Sure, let's take a situation where a player uses a bonus, wins a significant amount, and then decides to lower their bet. Casinos might label this player as a bonus hunter who abuses bonuses. However, our perspective is that such behavior is a natural psychological reaction that many players exhibit. After a big win, players often want to preserve their winnings and feel averse to potential losses, a strong psychological factor known as loss aversion.

Contrary to the casino's assumption, the bonus hunter doesn't necessarily need to lower their bet because they understand that doing so won't increase their expected profit. While a bonus hunter may be more mathematically oriented and open to higher risks, a recreational player generally prefers to avoid risks, leading them to reduce their bets after a significant win. These kinds of terms and conditions may restrict many recreational players, but they won't affect bonus hunters who are more calculated in their gameplay.

Q: Apart from terms and conditions, blacklists also play a role in influencing a casino's rating. How does Casino Guru approach blacklists?

When it comes to blacklists, we conduct a thorough analysis of the casino's practices. We not only rely on our own experiences but also consider insights from various other review sites that maintain their own blacklists. If we find these blacklists relevant, they can impact the casino's Safety Index, leading to a lower rating. However, it's important to note that not all blacklists are accepted by us.

To summarize, our focus revolves around complaints relative to the casino's size, the fairness of terms and conditions, and, last but not least, the relevance of blacklists. These factors are key in determining a casino's overall Safety Index.

Q: On the other hand, there are some additional factors that influence the casino rating methodology. Could you tell us about them?

Certainly, another critical factor is the presence of win limits. At Casino Guru, we believe that casinos should not impose win limits, especially when it comes to progressive jackpots. Progressive jackpots are paid out by the game providers, and the casino acts as an intermediary, passing the winnings to the player. If a casino sets a win limit of, for example, 100,000 dollars on a one-million-dollar jackpot, it means the casino retains the majority of the winnings.

Withdrawal limits are also significant. Casinos with withdrawal limits of less than 10,000 dollars per month receive a lower Safety Index rating, as we believe players should have the freedom to withdraw their winnings in a reasonable timeframe.

Additionally, we pay special attention to the quality of customer support, as poor or nonexistent support can impact a casino's rating in our index. Furthermore, we take into account the legitimacy of licenses and games, reducing the rating for casinos with fake licenses or fraudulent games.

Q: How can casinos improve their Safety Index?

Firstly, avoiding complaints and problematic terms and conditions will significantly help casinos improve their Safety Index. Our affiliate team and the Complaint Resolution Center are ready to assist casinos in setting up fair conditions for handling complaints. If a casino commits to following our Fair Gambling Codex when dealing with complaints, they receive a fair badge, which can positively impact their Safety Index.

Additionally, casinos can slightly enhance their ratings by offering goodwill gestures, like awarding winnings to players even when not required. We recognize and reward such player-friendly initiatives by adding positive points that can offset negative ones.

Moreover, we positively assess brick-and-mortar casinos that expand into the online realm, especially when they have a stable history. For such online ventures, we consider their proper revenue, and they are not treated as complete newcomers. Similarly, when evaluating connected casinos, we take into account their size. If a newly established casino belongs to a large group, we do not view it as a small casino with no history. In our calculation methodology, we include the revenue and complaints of connected casinos as well.

Q: How is the information collected and evaluated for creating the Safety Index?

The Safety Index is determined through an algorithm based on the criteria we discussed earlier. Our Data Team and Complaint Team are responsible for collecting information about the casinos, and we aim to update our findings every six months. In the future, we plan to leverage artificial intelligence to speed up the process and ensure systematic updates within the half-yearly quota.

Q: Lastly, can you explain the current Safety Index rating scale?

Certainly! The Safety Index combines both verbal and numerical ratings. Each casino receives a short verbal description and a numerical rating on a scale of 1 to 10. This rating falls into categories such as very high, high, above average, below average, low, and very low on the Safety Index scale. Anyone can find the Safety Index rating of their favorite casino directly on our website.

This interview is part of Casino Guru Insiders, a series of interviews during which experts from Casino Guru share their unique workflow, reveal insider information, and offer an exclusive overview of experience-packed know-how.

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