Genting became the first operator to achieve GamCare’s Safer Gambling Standard – Advanced Level 3. CasinoBeats talked about the achievement with managing director Jeremy Taylor and why the industry should work together on the issue.

Genting will also be sharing insights on its commitment to creating a safe environment for players when Jon Duffy, its director of corporate assurance and regulatory affairs, takes part in the inaugural Safer Gambling Forum at Olympia London on 19 September.

Speaking ahead of the event Taylor (pictured), who moved to Genting from Betsson Group late last year, discusses the roles corporate culture, technology, self-regulation and certifications can play in improving the provision of safe gambling.

CasinoBeats: How have you found your first year with Genting?

JT: “I joined Genting 10 months or so ago with very high expectations, but it’s been even better than what I expected.

“Aside from the culture being fantastic and very high performing with some fantastic people, we have made some incredible strides in the digital space in a very short space of time.

“We have moved to Malta, built a team, office, finalised MGA and Spain licences, achieved the highest safer gambling accreditation, added significant new content and games, and launched a new mobile first website – all under a new umbrella brand GentingBet. These are just a few examples. Most importantly, we are also outgrowing the market in revenue.

“We are a relatively small team but backed by a global giant in the entertainment space and that is incredibly rare and exciting. There is no ceiling to our growth internationally.”

Genting UK recently became the first operator to achieve GamCare’s Safer Gambling Standard – Advanced Level 3. What prompted the decision to apply for the standard and what are the benefits of achieving it?

“Genting are rightly proud of their track record in respect of safer gambling. However, we are aware we cannot stand still and must continue to make progress in this area, which is at the heart of everything we do. As such, engaging with GamCare and undertaking the Standard was a priority for us.

“In simple terms this is an external audit, and achieving this standard ensures that our internal controls, processes, guidelines and policies are adequate, effective, in compliance with all applicable legislation, and the LCCP. This also provides us with the confidence and reassurance that we are doing what we should be doing!”

One of the things that GamCare’s certification focuses on is the way in which responsible gambling measures are integrated into the operator’s organisational culture – how much work did that involve and what advice would you give to operators that wish to follow Genting’s lead?

“Operating responsibly is incredibly important to us. It is not about ticking boxes to be compliant, it is central to everything that we do at every level of the organisation. Our staff, with their depth of knowledge and first-hand experience, are key in delivering this.

“We empower them and give them a voice through education and control systems to make a difference at the front line of safer gambling.”

Quality certification schemes play a key role in maintaining and raising standards in many industries; to what extent do you think the GamCare scheme could do the same within the gambling industry?

“The industry is facing a growing number of challenges and we (the industry) are most effective when we work together as one unified voice. An initiative led by GamCare to establish operational best practice can raise standards across the board.

“Having the SGS in place, as Genting do, demonstrates that the company has robust and effective systems in place.”

The issue of problem gambling has generated a lot of negative publicity for operators in the UK in recent months and some politicians are now talking about changing gambling legislation. Is new legislation inevitable or can industry self-regulation work?

“The hope is that this standard again raises standards to a level that demonstrates that we as an industry have in effect self-regulated and driven change, so the need for specific legislation change would not be required.

“We welcome dialogue with politicians, regulators, charitable bodies and our fellow operators as we look to establish an operational best practice that ensures high standards of self-regulation across the industry.”

What practical steps would you like to see operators take to improve the identification and management of players with, or at risk of developing, a gambling problem? And can they be successfully implemented without damaging the experience for other players?

“We are not saying in any way that we have the answer here, what we have is a culture that drives and puts safer gambling at the heart of everything we do. The way we identify and manage players with, or at risk of developing, a gambling problem is constantly evolving and dynamic. As we learn more in this field we update the way we approach, interact, record, monitor and evaluate; this is very much a circular process.

“We are working with experts and with research companies who have proven success in the area of behaviour analytics“

“Behavioural analytics is one of the primary methods to gain an insight into who is showing signs of being at risk. The use of data science techniques incorporating key variables or ‘markers of harm’ enables models to be built to predict whether customers are at risk, or will be at risk if they continue to engage in gambling to the same extent.

“We are working with experts in this field and with research companies who have prior and proven success in the area of behaviour analytics. This includes working with Mindway AI, who create advanced solutions for the identification of at-risk gambling and problem gambling based on neuroscience and artificial intelligence, to supply state-of-the-art early detection and intervention solutions.We will also innovate and invest from within, using our dedicated data scientists and safer gambling experts to drive this forward.

“The most important aspect is to have evidence-based findings, to assess and to re-evaluate, improving at every stage. We want the right answer and the right answer may not be found straight away. Effective research takes time, and failures are expected. Genting will continue to innovate and develop now and in the future in the pursuit of market leading standards.

“Does this damage the customer experience? Well ultimately this is about ‘knowing our customers’, and how best to deliver this information to them in a way that is effective. But where we have identified possible markers of harm, or behaviour that is not the norm for that customer, then there should be an engagement. This is for the benefit of the customer.”

To what extent can technology be used to create a safe environment for players online? Or are company culture and player education more influential factors?

“Clearly technology plays an important factor in creating a safe gambling environment for online gambling; for example, using data to better understand the customer.

“But this does not mean that company culture and player education are not as influential. They all play important roles, and help and support each other in us achieving a safe gambling environment for the customer.”

And finally, how important can initiatives such as the Safer Gambling Forum, which brings together operators, regulators and gambling charities, be in improving the environment for players?”

“As I’ve said before, the industry is most effective when it works together and shares its knowledge. Bringing together the top operators to share insight, discuss operational best practice and openly address the challenges ahead can only be a good thing.”

The Safer Gambling Forum takes place on Thursday 19 September, the second full day of the CasinoBeats Summit and Betting on Sports 2019 events at Olympia London.

Chaired by Graham Weir, Founder & CEO at Safer Gambling Solutions, the Forum features a full day of conference content with sessions addressing key issues such as loss limits and stakes reduction, understanding player finances, identifying and interacting with problem gamblers, and CSR.

The exhibition floor at the venue will also have a safer gambling area, with GamCare, Mindway AI, EPIC Risk Management, YGAM, GAMSTOP, GamBan and BetKnowMore among those with stands.

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Integrated into SBC’s Betting on Sports and CasinoBeats Summit events, the forum has been developed to provide a platform for industry leaders to discuss all elements of problem gambling from the political to the practical.

Graham Weir, founder and CEO at Safer Gambling Solutions, will be acting as the chair of the Safer Gambling Forum conference track, which will incorporate sessions titled:

• Loss Limits & Stakes Reduction 
• Understanding Player Finances
• Identifying & Interacting With Problem Gamblers
• Marketing’s Role in Prevention & Education
• CSR: The Key to Sustainable Gaming

The exhibition floor at Olympia London will have a safer gambling area, with stands from EPIC, YGAM, GamCare, GAMSTOP, GamBan, BetKnowMore and Mindway AI.

Weir commented: “Betting on Sports and the CasinoBeats Summit are the perfect platform to talk about reducing gambling-related harm from a business perspective. That is why I am happy to chair the Safer Gambling Forum on 19 September, as I believe the more companies that embrace safer gambling as part of their everyday operations, the better it is for the long-term health of the industry and society at large.”

Lee Willows, founder and CEO at YGAM, added: “The challenge of making gambling safer for everyone is something with which everyone in the gambling industry and beyond should be involved.

“YGAM is delighted to be contributing to the Safer Gambling Forum at the CasinoBeats Summit as we feel this is a great opportunity to discuss operational and legal matters in order to improve protection for customers and showcase how YGAM are working with the industry to achieve this.”

Paul Buck, CEO of EPIC Risk Management, said: “It’s great to be involved with the Safer Gambling Forum. This is a very important development as companies get to grips with how best to prevent problem gambling. The more the industry can get together to discuss these matters, the better informed we will all be, and the more potential solutions will present themselves.”

Speakers already confirmed for the Forum include Daniela Johansson (Deputy CEO and Chief Responsibility Officer, Paf), David Caruana (Responsible Gaming Manager, Kindred), Steven Armstrong (Group Money Laundering Reporting Officer, William Hill), Sarah Hanratty (CEO, Senet Group), Paul Buck (CEO, EPIC Risk Management), Fiona Palmer (CEO, GAMSTOP), Yakir Firestane (Director of Digital, The Health Lottery), Jon Duffy (Director of Corporate Assurance & Regulatory Affairs, Genting UK), Jesper Karrbrink (Exec Chairman, Green Jade), Alex Tomic (Founder and CEO, SlotsMillion), James Myles (Analyst, Eta Delta), Ray Wilson (Director, AMLGS), Harry Cott (CEO & Co-Founder, beBettor.com), and Américo Loureiro (Director, Solverde).

Stewart Darkin, managing director of CasinoBeats, said: “The launch of the Safer Gambling Forum is a very important step for SBC and CasinoBeats and reflects a clear shift in the industry agenda.

“Safer gambling practice has evolved from a topic of conversation to a critical business activity for leading operators, suppliers and affiliates. Through the Forum, we hope to deliver a valuable opportunity for the sector to discuss and develop the safer gambling agenda and, in doing so, help move the industry forward.”

The CasinoBeats Summit and Betting on Sports 2019 take place at Olympia London on September 17-20 

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Speaking at last month’s Amsterdam held iGB Live, Wes Himes, interim CEO of the Remote Gambling Association, he believes that the industry is ‘on the same page’ when it comes to implementing safer gambling measures, but that further industry collaboration is needed.

When asked about what more the industry can do to ensure that safer gambling initiatives are implemented, Himes explained: “The best thing that we can do is take action. Our work programme covers a whole gambit of areas from responsible gambling to advertising, and through all of that we’re trying to pull together a work programme that shows that we as an industry are taking forward initiatives to make it a safe and entertaining environment for our customers.

“And as long as we are able to do that and prove that we are doing that, then I think we’ll go a long way towards avoiding regulation that might have unintended consequences.”

He continued: “If you look at our industry, we created GamStop three years ago which is a self-exclusion scheme in the UK for all online licensees. So it’s not as though we haven’t had a successful collaboration, but I think that we also realise that we are generating lots of data and we’re understanding our customers more and more – and the next leap is to understand them across operators.

“And when we do that, we’re going to have a much bigger confidence level of knowing that customer, and that’s going to help us in terms of early intervention if they happen to show any particular signs of problem gambling.”

The conference takes place at Olympia London on September 17-20, alongside Betting on Sports – learn more and buy tickets for the CasinoBeats Summit here.

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Introduced to reflect the growing importance of tackling problem gambling, the forum has been developed to provide a platform for industry leaders to discuss all elements of problem gambling, from the political to the practical.

Gamban, which provides software for blocking gambling websites and applications to help prevent such related harm, penned an extended partnership with Kindred Group in June, related to the firm’s Unibet entity.

This saw the operator become the first in the UK to integrate Gamban’s blocking software as it was stated: “We are strong advocates for education around responsible gambling and ensuring all of our customers are able to make an informed choice”.

Jack Symons, Gamban CEO, who is set to speak at the SGF on a panel entitled ‘Identifying and Interacting with Problem Gamblers,’ said of the partnership: “Unibet are the first to align with Gamban in a way that grants a user blocking software for a duration that mirrors their selected self-exclusion period. So if a user self-excluded for a year with Unibet then they’re offered Gamban for a year, as an optional final step in the self-exclusion process.”

Before giving an insight into the upcoming discussion and how identification of problem gambling can be translated to effective outreach to customers who may not want to accept it: “The important thing is to ensure that when a customer wants to take positive action to stop gambling, that all the tools that will prevent access to sites and apps are available to them immediately.

“The more barriers a person puts in place, the less likely they will circumvent their self-imposed cessation”

“We recommend downloading Gamban, signing up to GamStop and switching to a bank account that blocks gambling transactions. 

“The more barriers a person puts in place, the less likely they will circumvent their self-imposed cessation, and the more likely they will benefit from treatment.”

Symons’ participation at the forum is alongside David Caruana, responsible gaming manager at Kindred, Jon Duffy, director of corporate assurance and regulatory affairs at Genting UK and Zoe Osmond, campaign advisor at GambleAware, alongside James Bennett, director at Square in the Air, as moderator.

Chaired by Graham Weir, founder and CEO at Safer Gambling Solutions, the SGF features five panel sessions following an initial ‘Leadership in Safer Gambling’ session.

Regarding his own participation and hopes for the event, Symons stated: “The Safer Gambling Forum is very important to Betting on Sports, as the reputation of the remote gambling sector is declining rapidly. It is essential that the industry recognises that its current business model — of over-reliance on gross revenue from gambling addicts — is neither sustainable in the long term commercially, nor politically.” 

Adding: “We are hoping to meet with remote operators willing to align with us, and to showcase the new versions of our software launched this month — updates that are even more difficult for our users to circumvent. We will continue to invest in our product to stay ahead of technological changes and a rapidly evolving industry.”

The conference takes place at Olympia London on September 17-20, alongside Betting on Sports – learn more and buy tickets for the CasinoBeats Summit here.

To find out more about sponsorship and exhibitor opportunities at the Summit, please contact sales@sbcgaming.com.

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Introduced to reflect the growing importance of tackling such issues, the forum has been developed to provide a platform for industry leaders to discuss all elements of problem gambling, from the political to the practical.

One such group appearing is Epic Risk Management, which works with a number of organisations and business business leaders as it strives to “take the problem out of gambling”.

Paul Buck, CEO of Epic, appearing on a panel entitled ‘On Message: Marketing’s Role in Prevention and Education,’ addressed what should be taken into account when assessing the fine line between entertainment and harm: “The potential impact on the customer in terms of vulnerability to gambling related harm should always be taken into account. Gambling is designed to be a fun activity/hobby and not as a money making scheme,” he stated. 

“Responsible messaging and advertising can play a key role”

“Promoting safe play with the use of tools, such as deposit limits and time outs and effective interactions between an operator and customer, are all essential to ensure gambling remains entertainment and does not cross over to becoming harmful. 

“Ensuring each customer is verified thoroughly and affordability has been established, followed by effective monitoring of an account, are all needed to ensure that fine line is prevented from being crossed.”

Before moving on to what more needs to be done by the industry regarding the provision of effective messaging, and how can it be achieved: “Responsible messaging and advertising can play a key role in ensuring people are beginning and continuing their gambling journeys with the right mindset. 

“The effective promotion and normalisation of self management through the use of safer gambling tools can create a safe environment for a customer in which to play from the very start.

“Our work at Epic is centred around highlighting the dangers of problematic gambling through lived experience and harm minimisation education and risk management. 

“Gambling is designed to be a fun activity/hobby and not as a money making scheme“

“We work directly with the highest risk sectors for gambling related harm, including professional sport, gambling industry, financial services and education, where we believe that our methods allow people better informed choices around safer gambling, therefore reducing the risk of harm.

“We also deliver direct training to industry customer facing staff as to how to effectively identify and interact with potentially vulnerable customers.”

Buck’s participation at the event is to be alongside Asaf Cohen, VP of revenue at Optimove, Sarah Hanratty, CEO of the Senet Group, Fiona Palmer, CEO of Gamstop, Kev Clelland, education director at YGAM and Tal Itzhak Ron, CEO & Chairman, Tal Ron, Drihem & Co., Law Firm, as moderator.

Chaired by Graham Weir, founder and CEO at Safer Gambling Solutions, the SGF features five panel sessions following an initial ‘Leadership in Safer Gambling’ session.

Buck explained the importance of the SGF’s introduction to Betting on Sports: “To create the right culture around sports betting while in its infancy in the UK and the USA can have a positive impact on the way safer gambling is viewed, which can therefore minimise the potential for gambling related harm, in what is a new and as of yet not fully regulated environment.

“The danger is that as a new and exciting market, the wrong culture is set”

“If we can promote safe play and advise and educate on the dangers of problematic gambling at this early stage, then the platform for a safe environment for sports betting can be created. 

“The danger is that as a new and exciting market, the wrong culture is set and then we see potential suicides, bankruptcies and relationship breakdowns, before we see fit for purpose regulation and a safer gambling mindset.”

Concluding: “I would hope to take away the confidence that the emerging sports betting market in the USA, and the mature one in the UK, will look to protect customers from the outset and begin this journey with the right culture , whilst learning from the mistakes that other countries made in the infancy of legalised sports betting. 

“As a company we will look to create and build relationships, where Epic can provide advice and expertise and have a positive and lasting impact on the creation and sustainability of safe and regulated sports betting across the globe.”

The conference takes place at Olympia London on September 17-20, alongside Betting on Sports – learn more and buy tickets for the CasinoBeats Summit here.

To find out more about sponsorship and exhibitor opportunities at the Summit, please contact sales@sbcgaming.com.

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Speaking at last month’s Amsterdam held iGB Live, Caruana addresses taking his place at the inaugural SGF, alongside if enough is being done to tackle such issues and what the gaming industry can do to effectively ensure that restrictions don’t become overbearing.

Integrated into SBC’s Betting on Sports and CasinoBeats Summit events, the forum has been developed to provide a platform for industry leaders to discuss all elements of problem gambling from the political to the practical.

Talking at the Amsterdam RAI, Caruana commented: “I think we are seeing an increased awareness of all problematic behaviours, so if it comes to social media addiction or device time we are seeing an increased awareness of this.

“When it comes to gambling there is the possible financial harm as well so obviously there is more focus on that, the industry should be focused more on protecting the customer.

“Now, is enough being done? I have been in the industry for the last ten years and I can say a lot is being done, however, there’s always room for improvement, so there’s still more to be done as well.”

Caruana will be speaking on a panel entitled ‘Creative Approach – Identifying and Interacting with Problem Gamblers,’ looking at how technology identification of gambling behaviour can be effectively translated to outreach to customers who may not want to accept that?

Joining him will be Jon Duffy, director of corporate assurance and regulatory affairs at Genting UK, Zoe Osmond, campaign advisor at GambleAware and Stephen Aupy, VP of strategic partnerships at Gamban.

The conference takes place at Olympia London on September 17-20, alongside Betting on Sports – learn more and buy tickets for the CasinoBeats Summit here.

To find out more about sponsorship and exhibitor opportunities at the Summit, please contact sales@sbcgaming.com.

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Evolving from a topic of conversation to a critical business activity for leading operators, the SGF encapsulates six key topics of conversation kicked off by a ‘Leadership in Safer Gambling’ session.

Graham Weir, founder and CEO at Safer Gambling Solutions, is to take charge of proceedings as chair, with the introduction coming as safer gambling and social responsibility are increasingly coming under the microscope amid numerous failures.

“I don’t want this to be just another talking shop where people pat themselves on the back”

“There is no greater challenge for the industry at the moment,” Weir said on how much of a concern this is for the industry. “If we are looking for a sustainable, positive future, then we need to give the regulators, politicians and general public the confidence that we can do things properly and responsibly, otherwise restrictions will damage the positive experience that most customers enjoy. 

“Our existing and future customers should however be able to trust us to look after them. In the past that’s not always been the case. Recent coverage has sometimes focused on some historic cases and there’s no doubt that damages credibility. 

“There’s no doubt standards have improved, but there’s still so much more that can be done. The Industry needs to be better at demonstrating it’s SR credentials.”

Before moving on to address what more needs to be done to address the challenges currently being felt: “The issue of affordability needs to be dealt with and quickly. It’s not acceptable that people can quickly get themselves into significant difficulty without being spotted. 

“Operators use sophisticated tools to create opportunities to sell to people in real time, so there can be no excuse not to use those same tools to spot potentially harmful behaviour and interact. Operators need to hear from those with lived experience and sit down with all stakeholders if they are to make the progress needed. 

“Our existing and future customers should be able to trust us to look after them”

“Lastly, organisations need to properly embed safer gambling principles to prevent the same mistakes being made. Anyone who offers gambling products needs to understand that there is the potential for them to harm some people, and they can’t point the finger at other sectors when they have work to do themselves.”

Taking place at the Olympia London as part of the larger CasinoBeats Summit, the exhibition floor also has a safer gambling area, with stands from EPIC, YGAM, GamCare, GAMSTOP, GamBan, BetKnowMore and Mindway AI.

“It was a huge privilege to be asked to chair the first ever Safer Gambling Forum as it’s a great opportunity to focus on the issues affecting the industry, its customers and stakeholders,” Weir stressed.

“Detaching the agenda away from the regulatory challenges gives us the opportunity to explore how to genuinely make the experience safer for customers and find ways to reduce gambling related harm. 

“Hopefully my background and experience will enable me to explore how things can be improved while cutting through some of the common myths around why things can’t be done.”

“It’s not acceptable that people can quickly get themselves into significant difficulty without being spotted”

Concluding, Weir addressed what attendees can most look forward to from the day: “The opportunity to stop, reflect and take stock is always a valuable one and events like this provide the space to do just that. Listening to others and sharing best practice is something that most people don’t get the chance to do while dealing with the day job. 

“Attendees should look upon this as an opportunity to forge new partnerships and begin some genuine collaboration. I hope to be able to encourage more of that, but more importantly, I’ll be looking for opportunities to get some commitment to measurable action. 

“I don’t want this to be just another talking shop where people pat themselves on the back for all the good work they think they are doing. I’d be disappointed if I didn’t leave with a page full of ideas to be developed.”

The Safer Gambling Forum takes place at Olympia London today, September 18: learn more and buy tickets here.

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Microgaming, a Summit sponsor, is one such organisation that places CSR at the centre of its operation, with its staff-led programme PlayItForward. A current PlayItForward initiative sees Microgaming staff currently participating in the 2019 Deloitte Ride Across Britain.

Lauded as an “epic nine-day cycling challenge,” RAB covers 980 miles from Land’s End to John O’Groats, with the riders having pledged to raise at least £2,200 each as the team cycles its way towards a target of £15,400 for the charity.

With a number of delegates making the trip next week from Microgaming’s Isle of Man base, central to the Summit participation will be CEO John Coleman’s position on a panel entitled ‘CSR: The key to sustainable gaming’.

Here leading figures in the field of social responsibility explain why it should be at the core of a company’s culture, as well as how it benefits businesses as a whole.

Regarding his and Microgaming’s participation, Coleman commented: “We are delighted to sponsor the second CasinoBeats Summit, where I’m looking forward to speaking on a panel about corporate social responsibility. 

“Microgaming PlayItForward, our staff-led CSR programme, continues to make a positive difference in communities worldwide, and I’m keen to highlight where we are today with our commitments, which focus on supporting local and international charities, environmental sustainability, responsible gambling, and so much more. I’m especially looking forward to hearing how others are embracing transformative and positive change within our industry.”

Coleman is to be joined on Thursday 19 September at 14:50 – 15:30 by Yakir Firestane, director of digital at The Health Lottery, Jesper Karrbrink, exec chairman at Green Jade, Lee Willows, founder and chief executive at YGAM, with David Flynn, CEO of Swintt, taking up moderating duties.

CasinoBeats will welcome up to 1,000 delegates to West London on 17-20 September, offering visitors four conference tracks and unrivalled networking opportunities with as many as 200 operators present, along with regulators, leading suppliers, payment companies and marketers.

The exhibition floor will also have a safer gambling area, with stands from the likes of EPIC, YGAM, GamCare, GAMSTOP, GamBan, BetKnowMore and Mindway AI.

The conference takes place at Olympia London on September 17-20, alongside Betting on Sports – learn more and buy tickets for the CasinoBeats Summit here.

To find out more about sponsorship and exhibitor opportunities at the Summit, please contact sales@sbcgaming.com.

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