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“Players Who Feel Safe Are More Likely to Stay with A Sole Operator For Longer”

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While iGaming brands amass social responsibility fines by the millions allowing unhealthy behavior go unchecked, a better way exists for both operator and player

Responsible Gaming is more than just an industry buzzword or something to look out for. It has real-life consequences for everyone involved: brands, operators and, more importantly – regular people. As the National Council on Problem Gambling marks its Gambling Awareness Month, we stopped to take stock of social responsibility in the iGaming industry – is enough being done? What is holding us back as an industry? And what will the future bring?

 

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The Brands & Regulator

Recent years have seen a crackdown by the regulator on many iGaming fronts, specifically social responsibility or as we know it – Responsible Gaming. In 2021 brands amassed more than £15M in fines for failing to meet social responsibility regulations and protect at-risk players. The trend is gaining momentum, just three months into 2022, operators have already amassed over £15M in social responsibility fines, yes, similar to the entirety of 2021. The total sum of penalties in 2019 covering all violations? A ‘mere’ £17M. Operators need to comply and fast to keep the money on their side of the table.

 

The people

The human price of operators’ reluctance to comply with social responsibility regulations is clear. There are degrees of unhealthy behavior, but at its worst, a gambling problem can devastate a person’s life, affect their loved ones, mental health, livelihood, and more. The risk shouldn’t be underestimated, regulatory zeal suggests.

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“From my study and understanding these pathways, it seems that the need for entertainment and escapism leads certain players. In other cases, they’re driven by more impulsivity issues and a lack of ability to control one’s behavior,” said Sally Gainsbury, Director of the University of Sydney Gambling Treatment & Research Clinic.

“This doesn’t only affect the individual themself, but also 6-10 people around them. That’s why it’s important to prevent harm before they reach this critical level.”

So what’s stopping operators from simply, you know, following Responsible Gaming regulations? “The biggest hurdle is the lack of understanding of the appropriate KPIs and required actions brought down by regulators to work best towards minimizing gambling harm,” said Gainsbury.

If operators limit their most active players, the VIPs of sorts, it’s only reasonable to assume they’ll suffer massive revenue hit, much higher than any fine. But acting on RG makes more financial sense than one might think. “In the modern iGaming world, which includes land-based casinos, sports betting, digital, and all gaming forms, you don’t have to choose between revenue and socially responsible gaming,” said Michael Pollock, Spectrum Gaming Group’s Managing Director.

“The companies that tend to be the most profitable and the market leaders are the ones that take this responsibility seriously for several reasons: One – if you’re irresponsible, you’re leaving your customers dry. You want the customer to afford what they are spending. That’s the heart of responsible Gaming. Two, if you want the public’s trust and to be recognized as one that can be trusted with their money, RG has to be front and center in your business practices. If not, you’re not going to be a market leader. And three, if you don’t take the responsibility seriously, regulators will prevent your brand from renewing your license,” added Pollock.

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The solution

Optimove, the leading CRM Marketing platform, has a different approach to Responsible Gaming. It offers a predictive model to identify players-at-risk and recognizes three maturity levels of an operator regarding responsible Gaming:

  • Basic – Providing players the ability to self-exclude at any time. This is typically also the most rudimentary requirement of most regulated regions.
  • Competitive – Exploring the various attributes that players demonstrate before they self-exclude. By creating a segment of customers who self-excluded, operators can identify suspicious attributes to try and mitigate them and reduce the number of players who become at-risk players.
  • Advanced – Implementing a machine learning algorithm that helps operators predict which players are likely to become at-risk ahead of time. Such algorithm also allows operators to differentiate between at-risk and VIP players, who often share a few similar attributes.

 

VIP or At-Risk?

In the UK there has been a clear move by the main Operators towards a mass market/recreational customer. The average player values dropped accordingly and VIP programs have basically came to an end. This has been driven by the concerns around problem gambling and the big overlap between what was previously described as a VIP and what is now understood to be problem gambling issues.

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Many companies still have two separate departments, CRM and RG, but the reality is that the result of this operational setup and the contradictions between definitions of success in each field, means that the different teams are not necessarily driving in the same direction when it comes to player care.

 

Use outreach to educate

Instead of creating player journeys consisting of only promotional campaigns, operators should begin putting a heavier emphasis on educational and informative content that encourages players to adopt healthier behaviors and reduce the number of players who become at-risk.

Operators must communicate carefully in the competitive gaming market, where 1-to-1 marketing communications is still an integral part of the experience. By segmenting customers into tiers based on their risk levels and adjusting the informative-to-promotional campaign ratio accordingly, operators can maintain the marketing aspect, and improve their revenue, while instilling more robust socially responsible practices.

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Metrics to monitor

If traditional CRM marketing focuses on promotional offers to measure incremental Net Gaming Revenue as the main KPI, socially responsible marketing mix needs to measure player migrations from one risk level to another and overall retention rates.

To identify the marketing strategies that work best to maintain a high level of healthy-player engagement, operators should measure their campaigns’ impact on player behavior over time. Similar to A/B/n testing different treatments, entire player-journeys should be tested to evaluate how they affect player behavior and risk-level migrations.

Using different CRM Marketing tools, like Optimove, operators can easily create entire marketing flows and monitor how players migrate from one risk level to another, and adjust their marketing strategies as necessary. Gaining insight into how both campaigns and flows perform can empower operators to optimize their marketing strategy and reduce the number of players who become at risk.

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For instance, one gaming operator segmented its customers into tiers based on their low, medium, and high-risk levels. Players with a low-risk level were given the occasional promotional campaign, while players in the medium risk level received 30% of the promotional campaigns, and so forth.

 

The future

On the predictive side of things, there is a huge amount more that operators can be doing to identify behavioural issues at a much earlier point in the customer journey. Once predictive models – which help identify at-risk players – are in place, operators do not need take a manual binary decision on whether to cut the player off or leave them alone, but can begin taking the customer through a RG journey that may first provide instructive content around the issue. If the behaviour doesn’t change, then limits can be brought in before finally cutting the customer off.

In the near future Responsible Gaming will be integrated into all business sides and will not remain a siloed responsibility of few. That means an organizational overhaul around the issue as every department within an operator or platform must be guided by RG principles. For example, in CRM terms, it means CRM Teams will have:

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  1. A clear understanding of what RG principles need to be followed.
  2. These principles will be converted to customer attributes that are easily trackable and monitorable.
  3. Teams will have programs in place to foment healthy gaming behavior.
  4. Teams will have marketing tools that autonomously redirect customers to those programs when needed (to prevent and amend situations).

Doing this at scale however is challenging which is why AI should be the lead in predicting, identifying and managing at-risk players. Once a player is identified as being at-risk, the AI algorithm will autonomously reassign them to the appropriate segment, where the messages are less salesy, focusing more on adjusting the behavior, understanding the problem better and taking a step back if needed.

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Double win for Kaizen Gaming at the SBC Awards Latinoamérica 2024

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Kaizen Gaming, one of the biggest GameTech companies in the world, had an impressive double-win at the SBC Awards Latinoamérica 2024 on the 31st October in Miami, Florida. Awarded ‘Brazilian Market Entrant of the Year’, and ‘Marketing Campaign of the Year’, the two wins follow an impressive year of growth and exposure for Kaizen Gaming, as well as its premium brand Betano, across Latin America and globally.

Betano is rapidly growing its user base and presence in Brazil, serving as the main and title sponsor of Brasileirão Betano and Copa Betano do Brasil. As a founding member of the ANJL and IBJR regulatory bodies, Betano is recognised for its dedication to upholding the highest standards of responsible gaming and integrity. Furthermore, the Betano brand has launched multiple CSR initiatives across the country in partnership with sponsored team, Clube Atlético Mineiro. It also recently launched the “Juntos em Campo” long-term program in cooperation with CBF (Brazilian Football Confederation) to promote initiatives focused on gender equality.

Awarded for the results and creativity of its innovative “Football in America” marketing campaign, Betano successfully introduced Latin America to its “Confia” brand platform by leveraging on its CONMEBOL Copa America™ 2024 sponsorship. The campaign chimed with the spirit of fans across the continent by celebrating Latin America’s rich football heritage, playfully responding to Kylian Mbappe’s 2022 comments questioning the region’s football quality.

Vangelis Skarkalis, Kaizen Gaming Senior Commercial Director LATAM, said: “Latin America is one of the world’s most dynamic and exciting regions for i-gaming. Being recognised as a leading player in this important market with two wins at the prestigious SBC Awards Latinoamérica is a great honour – especially on the heels of our recent double-win as ‘Operator of the Year’ at both the EGR Operator Awards and SBC Awards. Achieving this success requires an exceptional team of dedicated, ambitious professionals. This award honours everyone’s hard work and commitment to always going above and beyond in delivering the best experiences for our customers not only in Latin America, but worldwide too.”

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Amusnet Italy Wins Casino Content Supplier at EGR Italy Awards

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Amusnet Italy announced that it has again been recognised as Casino Content Supplier of the Year at the prestigious EGR Italy Awards. This consecutive win, presented to the team by Marco Castaldo, CEO at Microgame, highlights the company’s exceptional contributions and leadership within the iGaming industry, solidifying its reputation as a top-tier content provider in the European market. Demonstrating its support to the Italian gaming industry, Amusnet Italy served as a Headline Sponsor at the Gala event, where Polina Nedyalkova was honored to present two awards: Operator of the Year to Sisal and Casino Operator to 888casino.

“This consecutive recognition by EGR Italy Awards is a reflection of our team’s dedication to excellence and progress in every aspect of our business. We are honoured to receive this award and remain focused on driving the future of iGaming in the region with forward-thinking solutions that create exceptional value for operators and players,” said Polina Nedyalkova, Director at Amusnet Italy.

Amusnet Italy has recently achieved several notable milestones that enhance its presence in the country. Last November, in tough competition, the company was recognised as Casino Content Supplier of the Year at the EGR Italy Awards. According to iGaming Tracker, Amusnet Italy ranks as the fourth-best casino provider (results for June 2024), marking a significant leap of three positions in the rankings. Additionally, since January, Amusnet Italy has forged nine new long-term partnerships with operators, increasing its total to over 30. The company has released 15 new games since the beginning of the year, with more games planned for release by the end of 2024, such as 5 Power Hot, 10 Glossy Hot and a special Christmas slot collection, boasting a portfolio of more than 100 certified signature and top-performing casino games.

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The EGR Italy Awards is an esteemed annual event organised by EGR Global that recognises excellence in the Italian online gaming industry. Celebrating innovation and operational excellence, the awards cover a range of categories, including Best Casino and Best Sportsbook, with winners determined by a panel of industry experts. The event highlights the achievements of leading operators and suppliers. It serves as a vital networking platform for industry professionals to connect and collaborate, reinforcing the dynamic nature of the Italian gaming market.

The post Amusnet Italy Wins Casino Content Supplier at EGR Italy Awards appeared first on European Gaming Industry News.

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SOFTSWISS Wins SBC Latinoamérica Award for Help Brazil Initiative

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SOFTSWISS has won the Socially Responsible Initiative of the Year nomination at the SBC Awards Latinoamérica 2024 for its impactful ‘Help Brazil’ initiative. This recognition underscores the company’s support for Brazilian communities affected by severe flooding earlier this year and its dedication to implementing meaningful social responsibility projects.

The SBC Awards Latinoamérica celebrates excellence in the Latin American gaming industry, gathering leading experts to acknowledge the achievements of operators, platform providers, affiliates, and suppliers across various sectors. SOFTSWISS’ ‘Help Brazil’ initiative distinguished itself among the top entries, with judges marking its focus on community sustainability and industry engagement.

Launched in May 2024, ‘Help Brazil’ provided immediate relief by delivering food, clothing, and clean water to flood-affected areas in Rio Grande do Sul in coordination with Movimento União BR. Further committed to sustainable recovery, SOFTSWISS partnered with PWTech, funding water purification installations in affected schools to guarantee long-term access to clean water.

Ivan Montik, Founder of SOFTSWISS, noted: “This prestigious award affirms our commitment to making a real difference. As we expand our business in Latin America, we build lasting relationships with people and partners in this region and see ourselves as part of the local communities. When action was needed, we could not remain on the sidelines. We are grateful that the Latin American industry recognised and supported our initiative and immensely thankful to everyone who joined us in this effort, both locally and internationally.”

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Rubens Barrichello, Non-Executive Director in Latin America, who helped raise awareness for the initiative, added: “I am incredibly proud of SOFTSWISS’ commitment to a sustained and compassionate approach. This recognition underscores our dedication to supporting communities in Brazil, where we focus on making a meaningful impact. Together, with such comprehensive projects, we are demonstrating how our industry can step up when it matters most.”

Continuing its commitment to local communities, this September, SOFTSWISS and its employees provided financial aid and essential supplies to flood-affected regions in Poland, where the company operates two offices. The aid campaigns in Poland and Brazil reflect SOFTSWISS’ commitment to being a responsible partner for local communities and its broader focus on ESG principles through long-term health, environmental, and social initiatives, including World Environment Day, Pink October, and Movember.

SOFTSWISS welcomes its partners and clients to visit stand 2145 at the SiGMA Europe Summit to explore future collaboration opportunities.

 

About SOFTSWISS

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SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka Affiliate Platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.

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