Vulkan Vegas’ Alexander Nemilostivy: “Pursuit of ideal business is futile – you can always do better”

Recently distinguished at the inaugural Casino Guru Awards ceremony, Vulkan Vegas sat down for a chat with Casino Guru News. We spoke with Head of Casino Alexander Nemilostivy who touched on several topics related to the vertical in which his company won - "Most Effective Handling of Complaints." Nemilostivy offered insight into how resolution services can assist regulators, the current nature of interactions between players, regulators, and operators, and how businesses can always do better.

Q: Vulkan Vegas has just won the Casino Guru Awards in the "Most Effective Handling of Complaints" category. How does this feel and how did you take the news – did you expect to be the best nominee?

It was an overwhelming feeling of excitement to be recognized as the best nominee among all the contenders. Everything felt unexpected, and we were filled with joy and surprise at this unexpected honor.

Q: It’s definitely not easy to talk openly about the way operators handle complaints – if anything a complaint already means that something went wrong. Or at least, this is how the general public sees things. How do you see the complaints process personally and its overall usefulness to the player journey?
The pursuit of an ideal business is futile, as there is always room for improvement. Therefore, whenever customers voice their concerns or complaints, we view it as an opportunity to enhance our processes, implement preventive measures, and select better partners and providers. In today's business landscape, customers have become increasingly discerning, service-oriented, and accustomed to making complaints, which we view as an integral aspect of providing excellent customer service.

Q: What is the most challenging aspect of handling customer complaints in the gambling industry, and do you feel more can be done to improve the sector’s general attitude towards this vital process?

Managing customer complaints in the gambling industry is especially difficult because of the industry's sensitive nature and the possibility of financial losses. Furthermore, the regulatory requirements that must be followed can add complexity to resolving complaints. However, there is a chance for the industry to increase transparency by openly communicating with customers about the complaint resolution process, which can enhance trust and demonstrate a dedication to customer satisfaction.

Q: Do you reckon regulators, the public, and lawmakers understand complaint handling and or do you think there is still bias?

To be frank, there have been instances where a player filed a complaint with the regulator, and to save time on explanations, we would refer to the player's existing complaint on CasinoGuru, provide supporting evidence, and highlight the verdict. This approach often resulted in a faster resolution by the regulator. However, it's important to note that dispute resolution services are not legally recognized, and they remain a service. We hope that some regulators will consider working directly with services like CasinoGuru in the future.

Q: Would you offer some feedback on Casino Guru Awards and the general format as a participant?

Actually, the event was very well planned, and scrupulously organized. Wish we had an opportunity to meet and see every member of the CasinoGuru family.

Q: Can Casino Guru expect to see Vulkan Vegas at next year’s ceremony?

There is absolutely no doubt about that. And maybe not only with one brand and one nomination.

Image credit: Casino Guru News