5 ways to increase user opt-in for financial checks

It’s no secret that most operators struggle to get their customers to complete financial risk checks, whether for affordability or AML purposes. But too often that turns to defeatism: the idea that ‘nobody wants to do these checks’ and that customers are hard-wired to say “no”.

We know, on the other hand, that this isn’t true. We’ve worked with multiple operators on optimising how and when customers are asked to share financial data. And we’ve successfully got the numbers completing checks up to 50% in some cases.

Some of that is because the process itself is so quick and easy. But a lot is simply about the way in which you ask the question. 

Here’s what we’ve learned.

1. Put the customer in control

Nobody likes being bossed around, and certainly not by the government. When sending email or SMS, make sure the customer understands that this is a situation they control. Consider stepping in earlier in the customer lifecycle, when sharing data really IS a choice. And re-iterate that everything you are doing is in order to protect players and ensuring gambling remains fun.

2. Restrict choice (at first)

It is well understood that too much choice can cause people to freeze. That is not what you want to happen. So if you have a preferred way of conducting a financial check, that is going to work better for the customer and for your or