BetHaus’s Head Of Player Experience On Why Deposits Take One Tap And Withdrawals Take Five Days
Celeste Varga calls it “healthy friction”. She would like to stress that the friction only goes in one direction, for your security.
Celeste Varga holds the title every sportsbook now seems to want, head of player experience, and an office at BetHaus with a glass wall onto a live map of the country that lights up whenever somebody deposits. It is very bright. We spoke on a Sunday afternoon, which she described as “the good part of the week.”
What is player experience? Everything a player feels from the moment they open the app. Our job is to remove friction. If you want to put money in, that should be one tap. Your thumb, your face, done. You shouldn’t have to finish the thought.
And taking money out? That’s different. Withdrawals carry what we call healthy friction. It protects the player. A lot can change in three to five business days. People reconsider. Some of them reconsider straight back into the app, which tells you the system is working.
A lot can change in three to five business days. People reconsider.
The withdrawal journey, as storyboarded on Varga’s wall
- Tap “Withdraw”, which is under “Help”, which is under “More”
- Upload a passport, a utility bill and a selfie holding both
- Dismiss a pop-up about tonight’s featured odds boost
- Wait three to five business days
- Receive an email asking if you are sure
Has anyone finished it? Lots of people. Last year it was nearly four hundred. We sent every one of them a hamper.
Before we left, Varga asked us to rate the interview from one to five. The form would not submit, but she assured us our feedback had been received and would be processed in three to five business days.
