Following the inauguration of new Kangwon Land CEO Kim Do-kyun on the 2nd—which ended the longest leadership vacancy in the company's history—a customer's post pointing out deep-seated issues and calling for major reform has gained significant traction among visitors.
According to the Kangwon Land customer community 'Jabsuda' on the 9th, a post titled 'To New Kangwon Land CEO Kim Do-kyun,' uploaded by user 'Chorong Suan' on the 3rd, had surpassed 3,550 views by 5 PM that day. The post also received 14 comments from users echoing the sentiment or demanding bold innovation.
This high level of interest in a Kangwon Land-related post within just four days is interpreted as a reflection of the high expectations from patrons that the casino's facilities, gaming environment, and customer service must change following the CEO's appointment.
The author stated, "I look forward to a new beginning and major changes at Kangwon Land," adding, "As a customer who has cherished and visited this place for a long time, I offer sincere concerns and practical reform proposals."
The post further diagnosed that Kangwon Land is facing complex crises beyond simple management stagnation, including a rapidly aging customer base, a disconnect in attracting younger generations, the exodus of patrons to illegal online gambling and overseas casinos, and the upcoming opening of the Osaka Integrated Resort (IR) in Japan by the end of 2030.
In particular, the author cited a 'lack of fun and positive gaming experiences' as the fundamental reason customers are turning away. The argument is that for a casino to function as healthy entertainment, it requires appropriate immersion and reasonable reward experiences, but repeated losses and low satisfaction are increasing customer fatigue and feelings of deprivation.
The author pointed to various regulations, such as the total sales cap and excessive burdens of returning profits to the local community, as the background for these issues. The claim is that the unique nature of being a public enterprise, combined with sales regulations and local contribution structures, has relatively stifled reinvestment in customer service, gaming environments, and reward programs.
As a specific innovation measure, the author prioritized the bold replacement of aging slot machines. They emphasized that outdated machines that fail to engage customers should be removed and replaced with the latest models popular in major global casinos to increase gaming options and satisfaction.
There was also a suggestion to raise the table game betting limit, which has been effectively capped at 300,000 won since the opening of Kangwon Land, to 500,000 won, and to increase the maximum per-spin bet on slot machines from the current 2,000 won to 3,000 won. The argument is that overly rigid regulations should be adjusted to reflect reality, considering inflation and the operating environments of overseas casinos.
The author also called for structural reform to revitalize Kangwon Land. They emphasized that while actively persuading the government and relevant ministries to ease the total sales cap, the company should expand reinvestment for customer benefits and service improvements alongside the existing structure of returning profits to the local community.
The core idea is to make the casino a place 'customers want to return to' by reinvesting a portion of sales into improving the gaming environment, customer reward programs, and expanding amenities. The post also included a demand to transform the space from a casino-centered gambling venue into a global complex entertainment resort that people of various age groups can enjoy together.
"A casino that customers turn away from cannot sustain the local community or its value as a public enterprise," the author stated, urging CEO Kim to show decisiveness and leadership to "achieve a grand transformation into a Kangwon Land where customers can return and feel joy."
A Kangwon Land official stated, "We are paying close attention to the voices of our customers and will continue to improve upon the issues raised," adding, "Since regulatory innovation, such as the total sales cap, is a matter that requires consultation with the government, we will review step-by-step improvement plans for each issue."
The high level of interest in this post shows that dissatisfaction regarding Kangwon Land's gaming environment, facilities, and customer service has been accumulating for a considerable time. At the same time, it reflects the expectations of customers who want the new CEO to end the long management vacuum and bring about substantial change to Kangwon Land.
Attention is now focused on whether CEO Kim, who emphasized innovation in his inaugural address, will be able to translate the voices of customers into concrete policy and service improvements rather than dismissing them as one-off opinions.
