CasinoBeats: Technology allows for early detection and messaging, do you think automated processes are enough to deter problem gambling at the source, or does this require a human touch?

Kimberley Broad, Chief Compliance Officer at Games Global (right): I think we have enough case history now to establish that whilst early detection and messaging can be effective, for some, this will not be enough and meaningful human contact can be the key differentiator in helping to keep players safe. 

Where technology has a critical role to play however is by helping guide the right action to the right player at the right time. Suppliers can support operators with data to make decisions. This could be to ensure that a trained customer service operative can make a targeted human connection with a player in need, as opposed to focusing on a player with no indication of potentially problematic behaviour. This is essential and can make a real difference.

Niklas Hopfgartner, Data Scientist at OpenBet’s Neccton (left): Automated processes alone are not enough to deter problem gambling at the source. Our system also sends players customised messages, which are triggered by a certain type of behaviour. However, not all players read their messages, and if they do, they also don’t always follow recommendations. 

There will always be a human component in addressing problem gambling. Sometimes it may be necessary for trained personnel to email or call a high-risk gambler and ask them to complete a self-assessment of their gambling behaviour, to check they can recall it. If all else fails, the operator may need to ban the player from the platform or a single betting product.

Tom Farrell, CMO at ClearStake: It requires a combination of both. We need to strike a balance, with computers doing the maths and automatically identifying indicators of problem behaviours, so people are free to do the human side of the job.

The worst use of a human being is looking through a bank statement with a calculator, doing maths to figure out what somebody’s disposable income is. A computer can do that in seconds. The best use of that person is being on the phone to somebody with unusual or concerning behaviour, to establish a human connection and decide if this person is simply someone of means who is enjoying their hobby, or somebody who is perhaps spiralling out of control. 

That is a judgement only a human can make, and we should use the technology available to free up humans for making those judgements. Without wanting to sound like an advertisement, using a system like ours saves a lot of time, reduces human error and thus gives compliance teams more confidence. One of our clients has found ClearStake leads to a 60% reduction in the time it took staff to reach a decision on player financial health.

CasinoBeats: Looking ahead, what technologies do you believe will have the biggest impact on promoting and ensuring safer gambling practices in the years to come? 

Ed Mitchell, Head of Data at Future Anthem (left): Positive play is the top priority for us right now. Future Anthem is heavily committed to this initiative because of its tremendous potential impact. For those who may not be acquainted with the concept, positive play shifts the approach to player protection. 

Rather than simply reacting to risky behaviours, the aim is to proactively encourage players to engage in a consistently positive manner through gamification and positive reinforcement.  

NH: In terms of technology, we are well-positioned compared to other industries. When it comes to curbing and treating addictions or disorders, we have accurate, cost-effective, and real-time player tracking data which can be used to identify problem gambling and provide effective interventions. 

As an industry, we need to constantly evaluate the effectiveness of and develop various responsible gaming tools such as self-exclusion, limit setting, etc. to provide the most effective interventions and safeguards to curb problem gambling. 

OpenBet and Neccton are working on this and constantly publishing scientific studies on these very issues. We believe that it is only through academic research that we can advance player protection on a global scale.

TF (Right): Artificial intelligence is going to get better at identifying troubling behaviour. AI will be able to spot a player who is behaving in a way that it has observed before, that it is programmed to identify as unsafe and that needs to be shut down. 

Meanwhile, Open Banking technology, such as ClearStake, is going to give operators almost total confidence that the people who are betting with them are doing so within their means. It makes it incredibly easy to do a job that right now operators (and customers hate) – sharing financial data and reaching decisions around affordability and money laundering.

KB: Whilst the rest of the world is getting to grips with large language model AI such as Chat GPT and Claude 2, our industry has seen predictive behaviour modelling AI play a role in helping understand player behaviour for a little while now. 

As these large data models understand more about what is and what isn’t problematic behaviour and as more becomes known about markers of home from studies etc, then the accuracy and efficiency of these models and products improve. 

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In the first of a two-part roundtable discussion, we ask whether the industry can do more to protect players from gambling-related harm. 

CasinoBeats: Do you think the industry has done enough to ensure safer gambling practices are adhered to, or has it adopted a one-size-fits-all approach over the last few years?

Tom Farrell, CMO at ClearStake (left): Yes and no! I think there have been some good initiatives from within the industry, including applying spending limits to younger players, and improvements in the way risky behaviours are identified. At the same time, it would be fair to say that on the current big issue of financial vulnerability there has been a fair amount of heel dragging. 

Ironically, the rather grudging way these checks are performed today (making it as hard as possible for all concerned, presumably to prove a point) actively damages the top line for most operators. If I wish for one thing, it is a positive engagement with the need to conduct affordability checks – and a commitment to make them as easy as possible for the customer.

Niklas Hopfgartner, Data Scientist at OpenBet’s Neccton: In Europe, gambling is quite heavily regulated which leads to high standards of safer gambling practices. For example, in Germany, a global deposit limit of €1,000 per month has been introduced for all players across all licensed operators and they must report how much each of their players has deposited. 

A centralised system allows for a single customer view, where we observe a player’s gaming behaviour and can also ensure that self-exclusions are in place across all operators. However, the €1,000 limit is a one-size-fits-all approach, as you could argue that there are many players for whom losing even €300 a month is too much.

As a researcher, I believe we can always improve safer gambling practices, especially when it comes to designing regulations to protect all players.

Kimberley Broad, Chief Compliance Officer at Games Global (right): All sectors mature as industry stakeholders evolve and improve at what they do, and gambling is no different. As actors in the industry gain a greater understanding around safer gambling, more conversations take place around how to safeguard players, and more regulatory authorities engage constructively with operators – we all grow and learn. This is a combined effort and one we all have a role to play in. 

Has the industry adopted a one-size fits-all approach historically? I guess that really depends upon your perspective. Looking at the different regulatory requirements across numerous jurisdictions which are relevant to a global business like ours, perhaps not, but I appreciate the sentiment behind the question. I do absolutely believe, for the most part, that the vast majority of actors were taking measures which they believed would be effective in keeping players safe. 

It is important that the industry continues these discussions, picking up the stones and having a look underneath, then modify how and what it does to keep players safe by adapting, evolving and changing. One thing that has been incredibly welcome over the past few years is the effort that has gone into making it safe to have conversations relating to gambling which may be getting out of control. This has made it okay to admit problematic behaviour and ask for help. The measures taken by operators and regulators to put controls in place which are designed to give power to players to set parameters for their own play are essential and are demonstrably effective – if they weren’t then adoption levels would illustrate this. But we must continue our efforts to make sure that we all talk, share, support, learn and take action. 

Ed Mitchell, Head of Data at Future Anthem (Left): The gambling industry has been moving in the right direction in recent years, aiming for a comprehensive approach to player protection. However, there is a clear opportunity to accelerate the pace of improvements given the advancements in technology that now enable player safeguarding.  

Although a handful of operators have implemented real-time responsible gambling models, the vast majority have not yet adopted them. Integrating these models with personalised player interventions can significantly reduce the risk of player harm. 

CasinoBeats: What technologies has your own company utilised to ensure players are kept safe when betting and gaming online?

KB (left): As a company, we look to engage positively and constructively in the markets where we are present. As a games supplier, this question has a different context than that of an operator dealing directly with the player as we are one step removed and do not have the same holistic view. 

We are one piece of the jigsaw, so we look to support our partners by making sure that they have access to the information quickly, and easily, which is going to aid them in making decisions about their customers’ behaviour. Understanding user behaviour is critical in helping them stay safe and empowers operators to make interactions where they feel the player may be at risk. 

EM: Future Anthem’s state-of-the-art technology allows real-time player protection, including binge-play detection. We have integrated this with personalised messages that give operators in-depth data on which behaviours have been flagged as risky. It also allows them to measure the impact interventions have on players. To detect risks we utilise advanced machine learning models that have been created by analysing millions of player sessions on a wide variety of gambling products. 

NH (right):  We are a gambling compliance services provider for responsible gaming, anti-money laundering, fraud, and advanced analytical CRM, so our customers are gambling operators, not players.

In terms of player protection, we follow a three-step closed loop process:

1. We constantly publish academic studies on how we can utilise player-tracking and self-reported data to improve player protection.
2. Based on our own academic research (and others), we improve our responsible gaming solution so that it aligns with our latest findings. 
3. We offer our scientifically sound responsible gaming solution to gambling operators, so that they can easily integrate it into their platform and provide it to their players. 

Early identification of potential problematic gambling behaviour plays an important role. We use AI and machine learning algorithms to identify behavioural patterns which are associated with problem gambling, then carefully integrate these behavioural patterns into our risk scoring algorithm so that it remains transparent, yet sophisticated.

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The brand of Skywind Group, which boasts the mFortune, Mr Spin and Jammy Monkey online casino brands, has aligned with the responsible gambling and anti–money laundering software solution supplier to strengthen its UK-facing output.

As a result of the partnership, Intouch Games’ player base will become protected by software that monitors behaviour in real time and communicates with all parties should negative play patterns emerge.

Hilary Stewart-Jones, director of Intouch Games, added: “We all hugely respect Dr. Auer’s work in this critical field and look forward to many years of collaboration in raising the bar of the RG industry norms.”

Intouch is now supported by an AI-based solution that analyses player behaviour in real-time in a bid to prevent problem gambling habits evolving. The software recognises possible problematic behaviour and works to help both player and operator identify and address the issue.

For example, players are informed when their deposit frequency is increasing significantly, which aims to help customers make better-informed decisions about their play with individualised feedback. mentor also includes modules for fraud, AML and aCRM.

Dr Michael Auer, Neccton Director and Head of Development, said: “We are both proud and delighted to welcome Intouch and their famous brands into our family.

“Working with us means they are ahead of the curve with player protection, and what operator would not want that? We are looking forward to a great partnership with Intouch Games – and even more UK players protected with our software.”

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mentor offers AI-driven real-time data analysis that helps keep players safe from possible gambling harms, working with players and operators to spot potential issues early, identifying triggers such as deposit frequency, and alert operators while contacting players directly to help users make better-informed decisions.

The software also provides fraud, AML and aCRM modules, allowing Neccton customers to solve several issues with just one supplier.

Neccton’s solution is the result of over 15 years of academic research by the company’s Director and Head of Development Dr Michael Auer.

Commenting on the partnership with the lottery, Auer said: “Another top lottery has adopted our solution, which is a wonderful endorsement as we know that lottery operators work within very strict guidelines.

“We are looking forward to working and growing with Loteries de Catalunya for many years to come!”

Regarded as a world leader in academic RG research, Neccton noted that Dr Auer’s research is frequently cited by regulatory bodies within their operator guidelines.

“Loteries de Catalunya believes in a lottery as a form of social entertainment that is technologically up-to-date and socially inclusive, and its mission is to contribute to the cohesion of society, stated a Loteries de Catalunya spokesperson. 

“It is for that reason that our organization believes that mentor is a perfect solution that ultimately provides real player protection and therefore improves our commitment to preventing excessive gambling and ensures a safer gaming environment for our players.

“Dr Auer and his team have been amazing with all this challenging implementation and we look forward to many years of successful collaboration.”

In January, Neccton integrated its mentor player protection software with Norwegian operator Norsk Rikstoto, which has hailed the solution as the “main tool in our responsible gambling framework”.

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This sees players accessing the operator’s Betsafe brand in Ontario become protected by software that monitors player behaviour in real time and communicates with all parties should negative play patterns emerge.

“Betsson takes anti-money laundering and responsible gaming very seriously and we are committed to providing the safest and most efficient platform and experience for our players,” said Marina Bogard, Betsson Group’s Managing Director for North America. 

“We are delighted to be working with Neccton’s state-of-the-art innovative solutions to be able to provide our players added confidence in betting and game play.”

Under the terms of the agreement, the group’s clients will become guarded by an AI-based solution that analyses player behaviour in real-time in a bid to prevent problem gambling habits evolving. The software recognises possible problematic behaviour and works to help both player and operator to identify and address the issue.

For example, players are informed when their deposit frequency is increasing significantly, which aims to help customers make better-informed decisions about their play with individualised feedback. mentor also includes modules for fraud, AML and aCRM.

“Another world-class operator has signed up to work with us, which validates both our approach and their dedication to protecting the customer from potential harm. We are delighted to welcome a customer of this calibre into our family,” said Dr Michael Auer, Neccton director and head of development.

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The operator, whose online slots entity went live in January 2023 under Die-Spielbank.de domain, is looking to heighten player protection via the responsible gambling and anti-money laundering solution.

“It speaks volumes that so many operators in this new market have opted to work with us for their player protection and more,” commented Dr Michael Auer, Neccton director and head of development.

“Working with us means that player issues can be detected early – but also, my research has shown that players who gamble responsibly are more loyal, and their customer lifetime is significantly longer. 

“It truly makes financial sense for operators to protect their players, and that is precisely what we do to everyone’s benefit.”

Under the terms of the agreement, the group’s clients will become guarded by an AI-based solution that analyses player behaviour in real-time in a bid to prevent problem gambling habits evolving. The software recognises possible problematic behaviour and works to help both player and operator to identify and address the issue.

For example, players are informed when their deposit frequency is increasing significantly, which aims to help customers make better-informed decisions about their play with individualised feedback. mentor also includes modules for fraud, AML and aCRM.

Kurt Böhm, Head of Online Casino Operations at Sächsische Spielbanken, added: “Neccton’s mentor software is well known and proven within the igaming industry. 

“Therefore we trust the software and are delighted about the partnership with Neccton. We are looking forward working closely with Dr Michael Auer and the whole Neccton team.”

The post Neccton hails ‘another major partner’ via Germany’s Sächsische Spielbanken appeared first on CasinoBeats.

Norway’s state-backed horse race betting monopoly operator already utilises the software, however, they recently upgraded in a bid to better protect players from potential harm.

The company was using Neccton’s responsible gambling module to spot early signs of potentially harmful behaviours. Through this upgrade, the group is now using the cloud-based solution, which allows them to scale up their protections and meet the demands of their customers.

mentor analyses player behaviour to look for markers of harm such as the amount and frequency of deposits and wagers, multiple payment methods and more. 

Dr Michael Auer, Neccton director and head of development, commented: “Our customer has recognised that the mentor software was working well for them, and also realised they can look after players even more effectively by upgrading. It’s great for us to see how seriously our customers take both our work, and theirs.”

Norsk Rikstoto, supervised by the Norwegian Gambling authority, has introduced a number of player protection measures across recent years with a view to prevent overspending.

One of them is a monthly loss limit of NOK 20,000, in addition to the group being required to monitor player behaviour for signs of problematic gambling. Players are also informed about their gambling spending and can perform a reality-check any time. 

“mentor is our main tool in our responsible gambling framework,” added Anne Mathisen, advisor responsible gaming, at Norsk Rikstoto.

“The tool gives us insight, data and understanding of our customers behaviour and helps us to achieve our main purpose – offer gambling in safe and responsible forms.”

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Utilising mentor for both anti-money laundering and responsible gambling, Novo, the online arm of Lowen-Group which is also a subsidiary of Novomatic as a whole, customers are said to be protected with mentor software that monitors player behaviour in real time and communications with both player and operator should negative play patterns emerge. 

Dr Michael Auer, Director and Head of Development for Neccton, stated: “It’s wonderful to welcome a business like novoline.de and admiralbet.de into our roster of amazing customers. We are now protecting almost all of Germany’s online gamblers and that gives us immense pride.”

As part of its process, mentor looks for various potential markers in play behaviour, including a significant increase in deposit frequency, to keep players safe from gambling related harm. If detected, the software contacts the player directly, while alerting the operator to the issue so further care can be administered if needed. 

In addition, Novo Interactive will also integrate mentor’s anti-money laundering module, which is compliant with European requirements, plus Ontario and an array of jurisdictions worldwide. 

Neccton’s rule engine is preconfigured for each specific market and allows for individual customisations by a customer’s AML or RG officers. The software also features modules for fraud and aCRM.

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Following a tie-up being entered alongside Tipwin in the region last month, the igaming brand has opted for the software to bolster its responsible gambling and anti-money laundering requirements.

“We are seeing more and more regulatory bodies use our research to build their operator requirements – and of course we have already used that research to build our software, so we are frequently ahead of the curve, and so are our customers,” commented Dr Michael Auer, Neccton director and head of development. 

 “We are active in more than 20 markets including New Zealand, Canada and the US and have grown from a responsible gaming provider to a full-service compliance solution.”

Adding: “The numbers speak for themselves. An amazing 90 per cent of Germany’s licensed online slots operators are using mentor.”

Under the terms of the agreement, Jokerstar’s clients will become guarded by an AI-based solution that analyses player behaviour in real-time in a bid to prevent problem gambling habits evolving. The software recognises possible problematic behaviour and works to help both player and operator to identify and address the issue.

For example, players are informed when their deposit frequency is increasing significantly, which aims to help customers make better-informed decisions about their play with individualised feedback. mentor also includes modules for fraud, AML and aCRM.

Jürgen Kling, Jokerstar CEO, added: “We are very happy to collaborate with Neccton, as they are a trustworthy partner for Jokerstar. Responsible gaming is one of our top priorities in which we want to excel like no other. I am looking forward to a great start with our platform, my team and Neccton!”

Jokerstar is part of Kling Automaten which owns 165 gambling locations in Germany. The online brand jokerstar.de is one of nine companies currently listed on Germany’s national regulator’s white list.

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This sees the firm, which was recently certified as an online slots operator in Germany, gain Neccton’s mentor software to bolster its responsible gambling and anti-money laundering requirements.

“With this component we round off our software in order to meet the regulatory as well as in-house requirements and obligations towards the authorities and customers,” noted Dr Damir Böhm, head of the legal and communications department at Tipwin. 

Under the terms of the agreement, Tipwin’s clients will become guarded by an AI-based solution that analyses player behaviour in real-time in a bid to prevent problem gambling habits evolving. The software recognises possible problematic behaviour and works to help both player and operator to identify and address the issue.

For example, players are informed when their deposit frequency is increasing significantly, which aims to help customers make better-informed decisions about their play with individualised feedback. mentor also includes modules for fraud, AML and aCRM.

“Our system is based on 15 years of experience in responsible gaming and over 40 academic publications,” said Dr Michael Auer, Neccton director and head of development. 

“We are active in more than 20 markets including New Zealand, Canada and the US and have grown from a responsible gaming provider to a full-service compliance solution.

Adding: “The numbers speak for themselves. An amazing 90 per cent of Germany’s licensed online slots operators are using mentor.”

The online brand Tipwin.de is one of nine companies currently listed on Germany’s national regulator’s white lst. The country only recently allowed online gambling for its citizens, with the law changing in summer 2021 and regulations remaining stringent for operators.

German online gambling operators must employ a maximum monthly deposit limit, and also use an academic algorithm to identify problem gambling.

Ivica Batinic, CEO of Tipwin, added: “We are convinced of the product and want to intensify the technical exchange with Michael Auer and the company Neccton in our mutual interest.”

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