Interviews
Exclusive Safer Gambling/Harm Prevention Roundtable
The latest EGBA reports have indicated that not only are members sending more safer gambling messages than ever before, but also that these messages are becoming increasingly personalised. How important do you think it is for gambling companies to keep looking at the topic of safer gambling/harm prevention and finding more tailored ways to reach their at-risk customers?
Oliver Niner (ON): PandaScore is on the supplier side of the industry, but responsible gambling is very important to the business and everyone who works for it. We go to great lengths to ensure that the data that we provide to our operator partners allows them to do the best job they can of looking after their players, that their activity can be monitored and that any potential problem gambling issues can be picked up early. It’s not our responsibility to protect players, but we do everything we can to facilitate safe gaming. This includes ensuring that all participants in the esports matches that we provide data and odds for are over the age of 18 and we also have a blacklist of matches and tournaments where the likelihood of collusion and other issues are high. This means that we only provide data and odds for matches that are fair and where all players are over the age of 18. Personalisation is a must for operators across all areas of their business, and responsible gambling is no different. If you really want to engage a customer, you need to connect with them on a personal level.
Alex Iaroshenko (AI): Having a solid policy in place for safer gambling/harm prevention and paying close attention to related technology such as Fraud Detection Systems (FDS) are two of the most important things an iGaming business needs to do. When they can prove to the industry that they’re focused on these matters and are committed to developing more sophisticated ways of dealing with at-risk players, their business obviously becomes a lot more trustworthy and they’re likely to attract greater cooperation from companies on the B2B side in future. From the B2C side, speaking openly about safer gambling and how you intend to protect your players also improves your standing in the eyes of bettors as it reassures them they’re playing in an environment where their best interests are being looked after.
What is it about personalised messaging that you think makes it more impactful with customers? Does following betting behaviour closely and responding to events in real time potentially enable gambling operators to intervene at the exact moment where customers are most at risk?
ON: So this isn’t really in PandaScore’s wheelhouse but I am a firm believer that personalised messaging and closely monitoring betting behaviour are highly effective when it comes to improving responsible gambling. There are powerful technologies in the market that allow for real-time monitoring of player behaviour, with the first sign of problem play flagged, often automatically. So long as the operator has the right processes in place, individual players can then be engaged and supported before it becomes a major issue for them. As a provider, we do everything we can to support our operator partners in their efforts to protect players – as mentioned above, this includes providing them with the best data only from tournaments and matches where players are over the age of 18. Ultimately, responsible gambling requires commitment from all stakeholders and as a supplier of data and odds, we are doing everything we can to contribute to this effort.
AI: Absolutely. By closely following a customer’s betting activity and responding to certain “red flag” behaviours in real time, gambling operators can potentially intervene at the precise moment where their messaging will be at its most impactful. This is often referred to as responsible gambling or harm minimisation and has become a key part of overall safer gambling strategy, with many gambling regulatory authorities now requiring operators to issue these personalised interventions and use other RG measures to protect vulnerable customers. Generally speaking, a personalised message is always going to be more likely to get a customer’s attention than a generic one, and while this can be beneficial for safer gambling purposes, operators should ensure these tailored communications are used responsibly elsewhere and aren’t encouraging users to engage in harmful gambling behaviour.
In light of the above, how big of a role do you think AI has to play in improving the protection that’s offered to at-risk players? Presumably if gambling operators are able to monitor betting activity and issue appropriate safter gambling messaging automatically, it will eliminate human error and ensure that no players fall through the cracks when they’re at their most vulnerable?
ON: PandaScore is a big proponent of AI – so long as it is used in the right way – and we have embraced this technology and used it extensively when building our product offering. AI can absolutely be used to improve responsible gambling, especially when it comes to monitoring player behaviour and patterns to identify potentially at-risk players early. That said, AI needs to be combined with human oversight in order for it to be deployed responsibly and for operators to be able to leverage the full potential of the technology, especially when it comes to safe gaming. By combining humans and AI, the technology can be further developed and refined specifically for the purpose of safe gaming so that it keeps getting better at identifying potentially at-risk players and then delivering the right messaging at the right time.
AI: While AI can significantly enhance responsible gambling measures, it’s important to note that it should always be used in conjunction with human oversight and viewed through a lens that also takes ethical considerations into account. At this precise moment in time, human expertise remains crucial in interpreting AI-generated insights and using them to make decisions that balance player protection with a positive user experience. All AI systems must therefore be designed with transparency, fairness and privacy in mind to ensure they are used responsibly and ethically. Essentially, a good AI system should act as a reliable co-pilot that can track, inform and make recommendations when there’s a safer gambling issue, but it’s down to staff to interpret this data and decide the best course of action.
In terms of safer gambling, one of the most encouraging signs for the industry is that in addition to operators, the players themselves are also becoming more engaged with responsible gambling, with 30% voluntarily using safety tools like time outs, bet limits and self-exclusion. Do you think this shows operators are doing a good job in promoting these tools and making them easy to use?
ON: I think the majority of players are self-aware and understand the need to stay in control of their play. This is certainly the case with esports players and bettors, and if this continues to filter down into the wider gambling world then that’s absolutely a good thing. Of course, there is always more that can be done, and operators should be more proactive when it comes to responsible gambling. The market leaders are doing well in this regard and are setting a solid standard for others to follow. There is a lot that can be learned from the esports space, too. It is very much community-driven with players connecting via platforms such as Discord where they openly talk about their gaming activity in what they consider to be a safe environment. This will hopefully trickle down into traditional sports betting, providing operators with an opportunity to better engage players in an authentic way and share messages around safe gaming rather than pushing them at players, which is the case now.
AI: Ultimately, responsible gambling is a shared responsibility between operators and players. The former have an important role to play in providing necessary tools and resources to their customers, but the latter must then take the responsibility to use them wisely and seek help when they feel it’s necessary. As such, a collaborative process between the industry and its customers is key to fostering a safer and more responsible gambling environment; and the stats we’re seeing indicate this approach is starting to take root. So yes, operators should be given credit for promoting these tools and making them easy to use, but we must also praise customers for being responsible and taking control of their situations.
One of the many services available at BETBAZAR is KYC, which obviously assists clients in ensuring their depositors are of age and able to gamble responsibly. How important are services like KYC in helping operators quickly/reliably verify their customers so they can better protect them?
AI: KYC services are essential tools for operators in the gambling industry that allow them to verify the identity of their customers, prevent fraud, comply with regulations and promote responsible gambling. By implementing KYC processes, operators can better protect their customers, uphold the integrity of their platform and – in some cases – even prevent harmful gambling behaviour before it happens. The key to a good KYC process is having a system in place that enables the operator to get all of the data that they need approved and verified quickly, while not making things complicated for the user and discouraging them from completing their sign-up process. The tools that we provide at BETBAZAR certainly do just that, ensuring a seamless process for both the client and their customers
While safer gambling/harm prevention measures are obviously very important, do you think there needs to be a balance struck between protecting players and ensuring they’re not too restricted? It seems that if you impose too many checks, verification processes or controls on players gambling, you run the risk of driving them directly to unsafe sites with fewer regulations…
ON: There does need to be a balance. One way this can be achieved is to make improvements to the user experience and incorporate responsible gambling tools into that. The front-end experience has changed very little over the past five years or more, and there is space for operators and suppliers to pioneer new approaches here. Onboarding needs to be fast and frictionless, but with smart design, this can be achieved while bringing responsible gambling to the forefront. The underlying technology required for this is readily available, but most operators have focused their use of this on ensuring payments are rapid and bonuses personalised, rather than how to better integrate safe gaming into the overall player experience. A change in tack here could have a profound impact on safe gaming.
AI: Having overly stringent safer gambling/harm prevention measures can indeed drive players to unregulated or unsafe gambling sites, which can pose an even greater risk to their well-being than if the site they originally wanted to play at was a little more relaxed in the first place. As such, both regulators and operators must work together to ensure a suitable balance is struck between protecting players and maintaining a positive user experience. As mentioned above, KYC checks are essential but should be designed to be as seamless and non-intrusive as possible. Then, rather than solely relying on restrictions, operators should invest in educating players about responsible gambling practices and empower them to make their own decisions. To complement this, operators may also consider using a tiered system where customers choose the level of protection that best suits them.
Finally, is there anything that you think the online gambling industry in general should be doing differently when it comes to promoting safer gambling and harm prevention? Should there be a more open dialogue between regulators and operators when it comes to deciding policy/strategy?
ON: There should always be an open dialogue between regulators, operators and other stakeholders. Collaboration is key to progress, and this must come from the top down. Operators know they must protect players and are doing this, but there is always room for improvement. Esports is all about community and I think the wider gambling industry would do well to look to come up with community-led initiatives that bring players together and allow them to engage with them in a more authentic environment. They should also look to redeploy their technical capabilities into responsible gambling – they can profile players and segment them on a granular level for the purpose of marketing and bonusing, but are they really using these capabilities to be more benevolent and take player protection to the next level?
AI: As we’ve outlined above, there are several areas in which the online gambling industry could improve its approach to promoting safer gambling and harm prevention. These include increased transparency, enhanced education for players, greater collaboration with regulators – including research and data sharing – technological innovation and having regular audits and assessments of safer gambling practices to establish what’s working and what isn’t. At the end of the day, promoting safer gambling is a shared responsibility between operators, regulators and players, so by fostering an open dialogue, sharing data and insights and working together, the industry can create a safer, more responsible gambling environment that protects players’ well-being while preserving the integrity of the industry
GameplAI is harnessing the gains in automation seen in other tech sectors and bringing them to the sports betting industry, with more accurate pricing and automation which reduces the manual overhead of risk-management for trading teams. Its growing group of partners are benefiting from a series of never-before-seen, player-focused markets that engage fans both pre-game and in-play.
Gaming Americas caught up with their Co-Founder, Graham Savage, the man at the helm of a company on the road to becoming the premium supplier of automated and quantitative-driven sports solutions for the sector.
After GameplAI’s defining Q1 raise earlier this year, how have you been deploying the funds?
There are two core priorities for the deployment of our capital. The first is the expansion of our team. We have already doubled the size of the team since January and we are still looking to hire additional technology and sports-modelling expertise. The second strand is a focus on licensing. Given the global footprint of our expanding customer base, we are actively pursuing licences in multiple U.S. states in addition to emerging LatAm regions such as Peru and Argentina.
What does adding Marco Blume as an investor do for the company?
Marco provides fantastic insight and context in terms of what is most important to operators when assessing third-party products. Under his tenure, Pinnacle became a global leader in terms of sports product and pricing and this is the equivalent position that we are keen to assume within the suppliers’ sphere.
How do you see the supply market changing in the year ahead?
We see a strong emphasis being placed by operators on both in-play and props products. We feel this will be a dual responsibility to solve, with the onus being on companies like ourselves to create innovative products bolstered by compelling and accurate pricing, whilst our B2C partners will prioritise delivering intuitive and engaging front end UI to further embellish the product experience.
How were the Euros/Copa America for you and your recent operator deals?
We used both tournaments as a test bed. Betano, the premium online sports betting and gaming brand, launched a segment of the football player props product that we have developed in conjunction with Opta data. These markets proved to be hugely popular and we will roll out our extensive football props solution with Betano over the coming weeks.
In parallel, we launched a proof of concept of our football narrator product with a leading UK operator, which generates contextual markets in-play, relative to the most recent game state. These markets were really well-received by UK-based customers and we will look to broaden the scope of that collaboration, now that the domestic season has resumed.
What are the opportunities for GameplAI right now in the medium to long-term?
We have been very fortunate with the stature of partners with whom we are working. Their respective product and trading teams have been a fantastic support and resource for us – and working with people of that calibre will only serve to further enhance the quality of our product offering.
Broadening our international footprint is also hugely exciting and by the end of year we will be live with market-leading partners across three separate continents, which represents incredible progress in 12 months. We are hugely enthused at the prospects ahead and firmly believe GameplAI will be at the forefront of driving new product innovation in sports in 2025 and beyond.
The European Gaming Congress (EGC) returns to Warsaw for 2024 on 15-16 October, and organizer HIPTHER is proud to introduce the conference’s esteemed Sponsors – trailblazing companies and accomplished professionals that help make the magic happen! In this Sponsors Spotlight Feature, we welcome Piotr Fedak, CEO at Promatic Group, parent company of the Platinum Sponsor for EGC 2024, Promatic Games.
To start off, thank you for becoming the Platinum Sponsor of the upcoming EGC in Warsaw. We truly appreciate your trust! What inspired your decision to participate and sponsor this event?
The European Gaming Congress is a very important event for us, we have participated in the past edition. The congress creates an opportunity to meet, exchange experiences, discuss trends between industry professionals as it gathers representatives from all over Europe. Being a Partner in such events is also part of our organization’s strategy. And the fact that the conference is held in Warsaw, Poland, is of great importance – we are a local company and the Polish market is extremely important to us, hence our strong involvement in EGC.
As is tradition, could you tell us a bit about yourself? How long have you been with Promatic Group and in the gambling industry overall?
I have been associated with Promatic Group nearly 20 years now, the vast majority of my professional experience in the industry. In our organization I have held various positions related to operational areas, later I became a Managing Director and currently I am the CEO of the company being responsible for strategic, operational and organizational management.
You describe Promatic Group as a “one-stop solution provider for the gambling industry.” How should we interpret that? Tell us more about the company and its journey.
Correct, hard to believe it’s been almost 30 years now! We started as a distributor and over the course of almost 3 decades we have been developing our products – at the beginning we only offered EGM Terminals with slot games produces in Austria Later, we started producing our own game collections which naturally led us to developing a fully professional games studio that delivers own, developed in-house products to both the retail and online markets.
Our conference focuses on the European market, but you have a presence beyond Europe as well. Which markets are most important for you, and what offerings do you bring to Europe versus other regions? Which market is easier or harder to operate in, and how do they differ?
As I mentioned, Poland is a key market due to our origin. However, with nearly 30 years of experience, we now operate under two flagship brands, Promatic and Promatic Games, and we are present in various locations globally, including Europe, Africa, and Latin America.
European markets are definitely more saturated and are characterized by high competition. In Africa, for instance, there is much more space for business development, but also more organizational challenges than in European countries. It is difficult to say which market is easier as they differ significantly. Yet, our diverse offer allows us to operate in many regions, and although each market has different regulations we deal with in our daily activities. That is why we are always flexible and able to adapt to a given region and its specific requirements.
Like any company, you surely have competition. If you had to pinpoint what sets you apart, what would you say is your competitive advantage?
Our industry is characterized by very strong competition. Yet, we always try to use our competitive advantage – we are an independent manufacturer with our own resources and capital, we have an autonomous game studio and we are self-sufficient in every aspect of our activity.
Besides, Promatic Group is a local company quite different from big enterprises, not limited by corporate complications, intricate processes and complex internal regulations. We do not follow extensive bureaucracy and we adapt faster to changes in the business environment. Consequently, we can create new products and complete business agreements faster and more agile, easily competing with large corporations.
On top of that, we offer a very competitive product with excellent value for the money. We create top-engaging content as our games always respond to individual needs of the market, local players and that definitely distinguishes us from the competition.
And what do you admire in other companies? Do you have any role models or best practices that you follow? Is there someone/some company worth emulating—even if you don’t want to name names?
Like most companies we follow industry trends as well as competing businesses and wish to be one step ahead. We are confident that with such an approach the industry can develop, and direct, open competition creates opportunities for growth.
In our organization, we act as a participant in the gaming industry – we observe others, but we also want to have a significant impact and set the trends based on our capabilities and resources. What characterizes large companies is a strong distribution and operational authority in the countries they come from as it allows to scale global operation.
Let’s talk about branded games. Do you have any other themed games in your portfolio? If so, what are they like? What guides your choices when selecting these themes?
Games featuring celebrities, such as Mariusz Pudzianowski – the brand ambassador of Promatic Group, allow us to stand out on local markets and create unique, dedicated content, responding to individual needs of players in a given region. Apart from Pudzian, our games feature other famous figures who are popular in Slovakia, Romania or Ukraine. But celebrity games are not the only trend we use in our slots, we also focus on popular and well-known historical, cultural or social themes, examples include titles like Janosik, Husaria, Golden Train or Copernicus dedicated to Polish players or games with African themes, very popular in Nigeria: Naija Wheels or African Carnival. The ability to create branded games is a great added value of our brand and we are happy that we can promote themes and motives that are important to players in local regions
What opportunities and challenges do you see for the gaming industry in Europe? How is Promatic Group preparing for changing trends (do you notice any, e.g., in customer behavior, industry needs, legal regulations, etc.)?
Our industry is defined by very strong legislation, also in Poland.
The European market as a whole is already very regulated and saturated and most of our neighboring markets have increasingly restrictive regulations that do not translate into sales opportunities in the retail segment. Online market currently offers greater space for development and this is one of the trends that Promatic focuses on – we want to deliver products to the online sector in Poland and other European markets.
But regulatory restrictions and differences are not the only challenge, players’ preferences are changing too and we want to follow them by modifying the ergonomics of the machines following waving popularity of games, and user behaviors, which is why we constantly develop new products, providing new, engaging content that is both safe and compliant with Responsible Gaming policy. It is our highest priority to deliver safe products, our production process is always well-thought-out from the early design stage to publishing aspects, ultimately leading to the certification of our products according to the highest European standards.
It is difficult to say which market is easier as they differ a lot. On the other hand, despite discrepancies, our diverse product offer and ability to adapt to specific market requirements allow us to operate in many regions with changing regulations.
You were nominated in four categories for the EiGE awards:
- Best iGaming Supplier > Promatic Group
- Best iGaming Product > Miss Joker Show (Promatic Group)
- Best Game Developer > Promatic Group
- Best Emerging iGaming Company > Promatic Group
From what we see in the results of the first stage, you have a chance in several categories. Winning in which category would make you the happiest, and why?
We proudly received nominations in four different categories and in each of them we were among the finalists, which makes us very happy. The categories are very diverse, and the nominations in all of them confirm the hard work of all our teams in our organization, show our versatility and motivate us to continue the good work. The nomination in the Best Product category is certainly very important to us, we know that Miss Joker Show is very well received by players in many markets, but of course we keep our fingers crossed for any award in any category.Each will make us equally happy.
Engagement vs. Responsibility – will you be discussing this at the congress? What is your opinion on the topic, and how does Promatic approach it?
All aspects of Responsible Gaming are always significantly important to us. We adapt the policies already at the design stage of our products. We want our games to be engaging, but at the same time not to extend any negative patterns, so we implement a number of features and mechanisms to our products to be fully compliant with principles of Responsible Gaming.
During the European Gaming Congress, Promatic representatives: Maciej Makuszewski – Head of iGaming and Luka Oblak – Product Manager will present a very interesting workshop showcasing how to capture such balance between user engagement and policies compliance. The presentation ‘Mastering the Art of Balanced Slot Development’ – we kindly invite all the attendees of EGC to participate.
As we approach the final quarter of 2024, it’s a good time to start reflecting on the year.
What are your plans and goals for Q4 and the upcoming year, 2025? What challenges do you foresee?
Although it is still too early to sum up, this year was very successful for us – we managed to complete many key business projects, we keep developing our online product, receiving new relevant certifications and we would like to maintain this trend. In the coming months, we plan to expand to new markets and grow our team of experts. We also focus on the development of new technologies, we expand the retail network while focusing on further development of the online product. We concentrate a lot on diversifying our product offer, which will certainly be much wider next year.
EGC is not the only conference where we can meet you at industry events in the near future. Can you share any plans in this regard?
Industry events are an important platform enabling valuable discussions and meetings. This week we are participating in SBC in Lisbon, we will also be at iGaming in Malta.
Next year, we are exhibiting at ICE 2025 in Barcelona and warmly invite you to visit Promatic Group’s stand. All the above events are very inspirational as we are committed to following trends, developing know-how and new technologies in gaming, and exchanging experiences with industry experts, which certainly contributes to our development.
Piotr Fedak – BIO
PIOTR FEDAK
Chief Operating Officer of Promatic Group
Actively working in the gaming industry for over 20 years.
Associated with Promatic Group for most of his professional career, solely involved in operational processes.
He held the positions of Operations Director and Managing Director, supervising operations on domestic and global markets, also managing introducing innovations.
In 2023, he took the position of the CEO of the company, leading and managing the organization in the scope of operational and strategic processes.
Promatic Group’s iGaming Director, Maciej Makuszewski, and Product Design Manager, Luka Oblak, will be presenting a workshop at the European Gaming Congress on ‘Mastering the Art of Balanced Slot Development.
Join us in Warsaw and meet the Promatic Games Team in person:
The post Promatic Group: Pioneering Innovation in Slot Gaming for Over 25 Years appeared first on European Gaming Industry News.
Allan Stone CEO of Intelitics
Allan Stone: Player retention – keeping players coming back in the age of sky-high acquisition costs
In your view, why do you think player acquisition costs are reaching record-high levels?
Allan Stone: We’re starting to see the impact of many of the privacy standards implemented. There is the Cookie deprecation that’s happened across both Google and iOS, as well as a lot of the ad identifiers being blocked by default, as opposed to as a setting that users can turn on. Operators haven’t been able to truly understand what the impact of this has been. They’re having to spend much more to achieve the same level of performance, simply because they don’t have a good understanding of the systems in place to hone in on where they are spending money to acquire players. As a result, operators are having to spend more money acquiring players that maybe aren’t the best quality and will likely churn.
From a regulatory perspective, especially in the US, there has been a bit of a slowdown in markets opening. We had an initial gold rush here in the US, but now, fewer states are coming online. We’re seeing a pullback on ad spend; even though it costs much more to acquire new players, operators aren’t spending as much as they used to. I think that’s an effect of over saturation in the market. Players have seen all these different products and different brands that are available to them. Essentially, the core products have become very commodotised. Every operator seems to offer pretty much the same slots as everyone else does.
What’s interesting is that if you’re to walk into a bunch of different casinos in Las Vegas, once you walk past the front doors, they all look and feel the same from a gaming perspective. Where they differ is through the experience that you get while in the casino; the design, the hospitality, etc. Those players that tend to play offline are starting to look towards those secondary offerings outside the core betting portfolio, they’re seeking more of an experience.
I think that we haven’t seen that in the digital space yet. There is very little differentiation in user experience on one betting app compared to the others. Operators need to take the time and energy to really personalise and customise their user experience to individual players. When that starts to happen, this is when you start to see an increase in acquisition costs. But then you will also see a consolidation in those costs – operators will start to become more efficient, cost savings will come into play, and that is when these brands can really differentiate themselves from one another.
What’s the secret to keeping players coming back in the long term?
Allan Stone: In a word, personalisation. It’s plain and simple. The more that brands can understand player behaviours and continue to create personalised experiences, the more they will keep players coming back in the long term.
I’ve heard a few different product people talk about how they can try personalise the experience further, and one idea was to emulate the experience that you get from apps such as Tinder where you swipe left or right to bet on different markets. What they realised was that the younger generation of players – who maybe weren’t as valuable – enjoyed that product feature, but their core betting customers weren’t as engaged. Operators are waking up to that now. If you want players to remain around, you’ve got to give them a reason to stay other than simply rolling out the same products as everyone else.
For a lot of the North American brands, they’ve done a great job of tying their iGaming and sports betting experience into their land-based properties. As time goes on, and the market continues to mature, you’ll see much more of that starting to happen. The land-based and digital experiences can complement each other really well, when done right; operators need to make sure they have that streamlined experience across all touchpoints. Brands should be going beyond the standard, core betting experience and instead delivering something much more holistic, and much more personalised to each customer.
Historically, we’ve beta tested location-based suggestions during NFL games, whereby if someone opened up a betting app while in a stadium, then that would be a good indicator of what markets they would be looking to bet on. They’re more than likely wanting to bet on the game that is taking place in front of them. Operators could use this opportunity to offer micro betting markets, or player props to that player. We know that the technology is there to do this.
How do these approaches balance the need for immediate engagement with long-term loyalty?
Allan Stone: A lot of the data and technologies that exist to support operators from an AdTech and MarTech perspective, at least from an acquisition side, has not been great. But we are starting to see that change. Operators can no longer leverage 20-year-old technology to solve a modern-day problem. They need to get granular with the data that they have at their disposal and understand where they can improve their media buying efforts. They need to find out how many players they acquired, what their lifetime value is, whether there are any similarities and trends between those players. From there, operators can then optimise their campaigns to focus on just acquiring those players.
There is much more that operators can be doing to leverage their data at scale and create massive efficiencies in their player acquisition – that, ultimately, would bring down costs. If you can create those efficiencies, you can theoretically reduce your costs by 20-30% which is a huge saving.
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