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The online gambling industry was worth almost US$45 billion in 2019, and according to the pre-pandemic predictions, was headed towards reaching a value of almost US$67 billion by 2025. Out of this global pie of earnings, one of the biggest chunks belongs to online casinos in Australia. For years, players from this country have been very consistent in expressing their interest in the virtual betting industry.

Dec 21, 2020 I done a chargeback years ago, I’m with NatWest and had a personal member of staff help me. I showed after weeks of trying to resolve this amicably with the casino that they would not correspond with me, showed the live chats, the emails etc to my case worker and also the deal I paid for and didn’t get. Chargebacks are distracting and if they become protracted they can create reputational harm to the business from the cardholder. The chargeback process should serve as an escalation process in the event that a merchant and a customer are unable to agree. However in practice this is not always the case. The stages of a chargeback are as follows: 1. What is a chargeback? A chargeback is a refund prompted by your card issuer. If you paid for a product or service with a credit card, you can dispute it through the card issuer and let them take the battle to the merchant. If the issuer succeeds where you failed, the purchase price is refunded to the credit card you charged it on. I think charging back would be a very bad idea - only use this as a last resort, or if you want to stop playing online casinos completely. A chargeback is a chargeback - it doesn't matter how you view it. Is it an Accredited casino? If it is, I would say definitely Pitch A Bitch if they refuse to reimburse you. PayPal holds immense brand authority for online payments, that is one of the reason that PayPal chargeback has become one of the hottest dilemmas amongst online sellers. To address this concern we have decided to dedicated this post about ‘ how to chargeback on PayPal ’, or put simply getting a refund for your purchases.

In fact, Australia remains in the top-10 countries gambling the most frequently. It finishes 8th on this list but has leadership when it comes to spending and prospects. Reports from H2GC estimate that an Australian adult spends on average US$968 per year on interactive gambling. This not only makes Australia first on the list of the biggest spenders but also places the country in the leading position on the list of the most significant markets.

And while the eyes of the businesses are on Australia as a promising and profitable market, the eyes of the Australian players are on several factors that they consider crucial when choosing an Australia-friendly online operator. These are:

• Novelty
• Bonuses
• Banking
• Reputation
• Games

The team at KeyToCasinos has analyzed a total of 20,280 search queries regarding the players’ quest for the best online casino in Australia. We’ve taken a closer look at each of the factors mentioned in the list below and are ready to weigh in on what the Australian gambling community considers important when it comes to wagering real money.

Prior to settling for a particular gambling lobby, 44% of potential players are first checking whether a brand is included in any of the recent new or best Australian online casino lists. The query can even be as specific as to mention a certain month of the current year.

The interest in new brands can be explained by a relatively small selection of software legit and certified for the Oceania region. After the amendments to online gambling laws that the Aussies adopted in 2016, many major studios, including Microgaming, were forced to leave the local market. Only a few studios survived and are now migrating from one new lobby to another. What the players lack in terms of software, they compensate for by looking for new online operators.

Novelty is the main factor for most but it is not the one the decision is based on. Out of 100% of those looking for the newest lobbies to play in, 15% find it crucial to specify that this new website must allow an Australian player to wager real money.

Prior to settling for a particular gambling lobby, 44% of potential players are first checking whether a brand is included in any of the recent new or best Australian online casino lists.

When scanning the freshly published Australia-friendly top online casinos, the query is random to play demo content. This means that the strategy is to invest more time in preliminary research, which culminates in a shortlist of a couple of the best Australian online casino sites for real money and with risk-free payouts than to move from one random brand to another and to free play.

And only 13% of those looking make sure that the newest and top online casino for Australia that they’ve chosen is also a legal one prior to investing real money.

Almost 30% of players believe that promotions are crucial. That being said, classic welcome propositions and free spins lose big time to no-deposit Australian online casino bonuses both for mobile and desktop gaming.

...gamers consider a minimum deposit of $5 to $10 topped with a free bonus a working scheme for testing the new brand’s quality of services and reliability.

To put it in numbers, out of those looking for promotions, almost 80% of players find it important for an Australian online casino to offer a real money play mode in combo with a no-deposit bonus. Which really is a smart strategy. Rather than wasting time demo-playing, the gamers consider a minimum deposit of $5 to $10 topped with a free bonus a working scheme for testing the new brand’s quality of services and reliability.

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The interest to sign up bonus offers is less than 4% while finding free chips and real money free spins is a task on the radar of only 2% of potential players.

Another peculiar factor worth mentioning about Australians and their interest in promotions is the fact that 11% would like their no deposit bonuses to have bonus codes.

Banking is the cornerstone of any online casino, and 4% of those ready to wager real money, pay attention to what brands offer in their cashiers. The key concerns are:

• Manageable minimum deposits
• Fast payouts and payout methods
• Availability of certain payment methods.

Out of those believing that banking is the main factor to consider, almost 45% think that a chosen gaming website must have small initial deposit limits. To test the waters of the new brand, most of the newbies are willing to pay no more than AU$10 in minimum deposits. Many even lower the threshold to AU$5 topped with free chips to be willing to register.

Almost 21% won’t sign up until they know for sure that the chosen online casino supports chargeback for Australia or provides fast withdrawals and best payout methods.

Speaking of the best methods, Paysafecard looks to have taken over the market. Slightly more than 11% of players that prioritize banking voted that they’d prefer an Australian online casino that accepts Paysafe deposits. Another 7.5% stated that they’d be fine with the brands accepting Neosuf.

Almost 21% won’t sign up until they know for sure that the chosen online casino supports chargeback for Australia or provides fast withdrawals and best payout methods.

Surprisingly, online casinos that accept Poli and PayPal seem to be on the list of priorities to only 5% of gamblers. Bitcoin-friendly crypto sites and those that integrated EcoPayz are not even in the 1% of the overall queries.

As unbelievable as it sounds, only around 2% of players spend their time researching the best games for Australia or focusing on particular software. Those that do, prefer to surf the web for slots or roulette. Both of these games are equally important on the list of factors to consider. While Europeans spend time selecting lobbies with certain software, names of the studios seem to be of no difference to the Australians. We did not come across any specific queries.

Around 2% of potential Australian online casino players spend time researching lists and recommendations among the community. Out of this group of gamblers, the vast majority – that’s almost 82% – put their trust into professional reviewers and gambling portals. Around 16% run a list of online casinos allowed in Australia through forums looking for complaints from the registered members. Less than 3% head to forums like Reddit looking for specific recommendations.

You might also find it helpful to look at the Australian gambling industry from the player’s perspective by reading an interview with local gamblers.

Australian players turn out to be one of the most pragmatic groups of gamblers on the global market. Prior to choosing a place to bet and win, they scan the web for the latest lobbies and narrow the search down to those that support real money play but with a low initial deposit. This deposit should not exceed AU$10 (although AU$5 is still the best-case scenario for many) and better come with a no-deposit bonus or free chips.

In terms of banking, Paysafecard and Neosuf methods are the best-case scenarios, and fast withdrawals also greatly influence the decision to register.

At the same time, types of games and names of software developers play only a small role in making a choice of where to play.

The Impact of Fraud & Chargebacks on the Fast-Growing Online Gaming Space

Online gaming can be a fun, exciting pastime, and it’s attracting millions of new players each year. A massive sector of the digital economy, we can attribute 11% of total internet traffic globally to online betting. Incredible as that sounds, the online gaming market remains on a trajectory of rapid growth.

Traffic to online betting sites in the UK, for instance, is up 300% since introduction of the Gambling (Licensing and Advertising) Act of 2014. The mobile gaming market is the fastest growing segment of the market by a wide margin, now representing 43% of total traffic.

The financial impact of this rapid growth is staggering. According to Juniper Research, total online wagers—including casino games, sports betting, and other avenues—will reach nearly $1 trillion a year globally by 2023. That translates to nearly 1% of projected global GDP.

There are several factors at play here. First, we’ve seen a rise in the acceptability of online gaming among the general populace. Also, the increasingly-interconnected digital market makes it hard to enforce regional or national prohibitions. From every indication, we’re toward a market in which borderless online gaming seems more and more like a reality*.

*Can I Accept US Players?
The US market is huge; it’s the world’s second-largest digital economy. But, it can be a complicated process for gaming sites looking to get a piece of the pie. Accepting bets online across state lines is illegal in the US. The law less clear, though, regarding US consumers placing bets with services based internationally [1]. However, most assert that accepting bets from the US is, in fact, legal [2].

Of course, as the market grows, so does the associated risk. Given the prospective growth in the industry over the next few years, we really can’t afford to be cavalier about fraud in the online gambling marketplace.

The Current State of Fraud in Online Betting

Fraud in the gaming industry is a serious concern. The ThreatMetrix Gaming and Gambling Cybercrime Report reveals that roughly one in every 20 new accounts created with an online gaming site is connected to a fraudster. The same report claims that bot attacks can account for up to half of daily traffic during peak attack periods.

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One of the most common tactics fraudsters employ is a form of synthetic identity fraud. First, a criminal creates dozens or even hundreds of accounts using fake user credentials. He may then use those fake accounts for multiple purposes:

• Bonus Abuse: Each account collects promotional bonuses or rewards for signing up, which the fraudster then cashes in.
• Gnoming: The bad actor uses multiple accounts to drive up bonuses and jackpots, then reap the winnings.
• Chip Dumping: Like gnoming, this involves multiple accounts joining a game and deliberately losing to one specific account.

These are just a few examples. Criminals can also engage in any number of common eCommerce fraud tactics, including account takeover and clean fraud.

What’s more, despite the prevalence of fraud in the online game space, it’s not easy to pick out fraud from legitimate users. For example, players often employ tactics like IP spoofing, VPNs (virtual private networks), and other techniques to hide their location. Using any of these techniques could be a sign of fraud…but that’s not necessarily the case. You could end up turning away legitimate buyers by accident.

Risk of Chargeback Abuse in the Gaming Industry

Customers have some recourse when they get burned by fraudsters, however. The legitimate cardholder can file a chargeback to recover the funds stolen by criminals. Chargebacks, as they were designed, are an important and useful fraud protection mechanism. Unfortunately, the merchant of record doesn’t have any such protections; what’s worse, consumer chargebacks often end up being used as a tool to commit fraud, rather than recover from it.

“Friendly fraud” occurs when a customer files a chargeback instead of trying to first obtain a refund from the merchant. For whatever reason, the authorized cardholder disputes a legitimate charge. This pushes the bank to force a refund under the pretense that the merchant made an error, or that the transaction was fraudulent.

Friendly fraud goes hand-in-hand with another tactic called “cyber shoplifting.” This occurs when a user completes a transaction with the preconceived intent to file a chargeback later. It’s a way of getting something for free. While the latter is more insidious, the result is the same: the cardholder gets the money back, while you lose out.

Of course, it’s not entirely hopeless; you can recover some of the money lost to friendly fraud and cyber shoplifting through the representment process. This, however, involves in-depth knowledge of card scheme policies and regulations, and must be conducted on a very short timeline.

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What Can Gaming Merchants Do?

Authenticating users and providing a quality customer experience is vital to prevent fraud and chargeback abuse. That’s easier said than done, though.

Th current situation puts online betting shops in a difficult position. Some degree of friction in the customer experience is necessary to deter fraud, but too much friction can turn away legitimate users. One report published by Jumio found more than 25% of potential online gambling customers abandoned the account opening process before completion, claiming the process was too lengthy or complex.

Merchants must balance the need of authentication with the demands of the customer experience. The only way to accomplish this is to separate positive points of friction from negative ones.

A “positive” friction point is one which presents a reasonable and minimal degree of friction that is ultimately negligible relative to the protection it provides. Some examples of positive friction include:

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• Verifying card CVV when connecting it to the user’s account.
• Asking users to verify each addition of funds before finalizing.
• Requiring complex and unique passwords for all new accounts.
• Offering 3-D Secure 2.0 for users who opt-in to the service.
• Employing backend fraud tools (geolocation, IP verification, fraud scoring, etc.).
• Offering mobile payments with two-factor authentication.
• Verifying the age of individual users to prevent underage abuse of online gambling.

In contrast, “negative” friction slows down transactions and impacts the customer experience while providing little real protection against fraud and chargebacks. Examples of this can include:

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• Overly complicated (or broken) site navigation.
• Excessive or redundant fields during account creation and funding.
• Limiting your accepted payment methods.
• Deploying outdated or ineffective verification methods.

No Strategy Will Ever Be Perfect

Even after adopting positive friction points and eliminating negative ones, you’re still not entirely protected.

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As we discussed at the top, the gaming industry is a fast-moving space. The nature of the industry requires you to stay on top of technological advancement, as well as industry regulations, card scheme rules, international law…and more. That can seem intimidating, but partnering with industry experts to manage different facets of your business strategy can make it much easier.

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