Report: Up to 30% of online gambling customers abandon sign-up process

Up to 30% of customers abandon the sign-up process with online operators, according to the latest data from KYC specialist HooYu.

HooYu revealed 14% of UK customers fail to complete the onboarding process, a figure that leaps to 30% for non-UK customers in international markets.

In the UK, the average KYC journey time for customers is 11 minutes while outside of the UK, 80% of operators take more than 12 hours to clear the onboarding process.

Across both UK and non-UK customers, the majority of the drop-outs derive from providing proof for the source of funds section of the process at 35%.

Proof of ID (30%) and proof of address (27%) were the second and third most common obstacles causing customers to drop out in the UK, with non-UK customer drop-out rates at the ID stage reaching 40%.

David Pope, HooYu marketing director, said: “This research highlights the damage being done across the sector when operators don’t refine their KYC process.

“For a few relatively low-effort changes, operators could be winning thousands more customers with a smooth onboarding journey UI and UX that customers find easier to complete so they can successfully deposit and get that bet on in time,” he added.