The rollout of Entain’s player protection journey over the past eight years has been a ‘bumpy journey’, according to the firm’s Director of Player Protection Systems and Analytics, Jez White, but the improvements have been ‘massive’.
White made his observations whilst speaking at Navigating The Maze, a panel session during ICE London 2024 within the expo’s Consumer Protection Zone which delved into the journey from problem gambling detection to effective intervention, while also studying Entain’s development in the sector.
Meanwhile, Dan Spencer, Director of Safer Gambling at EPIC Global Solutions, shared how his personal experiences of gambling addiction have helped detect others in a similar position, specifically highlighting the importance of meaningful human interactions.
Finally, Rasmus Kjaergaard, host of the panel session and CEO of Mindway AI – a scientific-based protections solutions provider based on AI in combination with human psychology assessments – highlighted the importance of connecting with your customer base.
“To the largest extent possible, we want to figure out what gambling behaviour looks like per player – if it is average or problematic,” explained Kjaergaard, who emphasised the goal of an earlier, more individualised and accurate protection of gambling behaviour.
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