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Online slot sites prepare for new Remote Customer Interaction rules
From September 12th, new customer interaction rules are coming into effect for UK slot sites and online operators. They follow a string of recent measures that have geared up player protections and come ahead of the Government’s Gambling Review. The new rules have been added to the operator Licensing Conditions and Codes of Practice and apply to all remote license holders, except lottery licenses. Let’s look at the new rules and what they mean for UK gambling brands.
What are the new rules?
The new rules, which can be located in the LCCP, section 3.4.3, are as follows:
1. Effective customer interaction systems and processes must be implemented to minimise the risk to players experiencing gambling harm. They must embody the fundamental principles of “identify, act and evaluate”.
2. Licensees must stay current and account for revised advice from the Commission on customer interaction.
3. Factors that increase vulnerability to gambling harms must be considered, and licensees must take timely action when indicators of harm are identified.
4. There must be effective systems to process and monitor customer activity to identify harms and potential harms from the point of account opening.
5. The range of indicators used to identify harms or potential harms must include:
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- customer spend
- patterns of spend
- time spent gambling
- gambling behaviour indicators
- customer-led contact
- use of gambling management tools
- account indicators.
6. The licensee is responsible for ensuring compliance, even if a third-party service is contracted.
7. Appropriate action must be taken promptly once harm has been identified.
8. The action must be tailored based on the identified number and level of harm indicators. This must include:
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- Tailored action at lower levels minimising future harm.
- Increasing action where earlier stages have not had the required impact.
- Strong action as the next step, rather than gradually increasing efforts.
- Reducing or preventing marketing or the take-up of new bonuses where appropriate.
- Ending the relationship where necessary.
9. Marketing and the uptake of bonuses must be prevented in the case of strong indicators of harm.
10. In the case of strong harm indicators, processes should be automated to ensure timely assistance to players. In these cases, the licensee must manually review each case and allow the customer a chance to contest the measures.
11. Licensees must have processes to understand the impact of individual interactions on customers’ behaviour to evaluate if further action is needed.
12. All “reasonable steps” must be taken to evaluate the effectiveness of the licensees’ approach. The outcomes of such evaluation must be demonstrated to the Commission upon request.
13. Lastly, problem gambling rates must be taken into account by licensees as a minimum benchmark to ensure the minimum level of customer interactions is within the same rate.
What problems do they solve?
During the consultation and call for evidence, The UKGC found that while operators could interact with players experiencing gambling harm, they didn’t always opt to or, in many cases, were too slow, leading to damage. There have been clear cases in the past where operators have allowed gambling harms to occur due to non-action, such as the VIP scheme fiasco that allowed players to spend irresponsibly without proper account checks in place.
The new social responsibility code provisions aim to protect all players better and, in the case of severe harm indicators, as the interaction processes will be automated, remove the ability of operators not to act. In particular, the new rules will prevent:
- unaffordable binge gambling
- significant unaffordable losses over time
- failure to identify consumers who are particularly financially vulnerable
It’s worth noting that the current rate of problem gambling in the UK is 0.2% (a drop from 0.4% in the preceding year), with moderate and low-risk rates also stable at 0.9% and 1.4%, respectively, according to the UKGC, 2022.
What effect are the new rules going to have?
The expectation is that the new rules will protect players from gambling harm, better identify problem gamblers and stop players who are showing indicators of damage from slipping through the net.
For UK slot sites, this means implementing new systems for identifying potential harms based on indicators, inputting automatic and manual processing, and continually evaluating said measures. In many cases, these changes will likely be implemented using algorithms, with a team in charge of the manual implementation of interactions, account limitations, and the evidencing of actions as prescribed in the rules. This will come at a cost for online operators, which may also be twinned by a drop in revenue (albeit an arguably necessary drop due to increased player protections across the board) and makes the UK market less attractive to gambling brands.
In the broader context, it comes as yet another increase in the regulatory UK gambling environment, which some industry stakeholders, namely the Betting and Gaming Council and PwC report, have argued will lead to higher rates of offshore gambling, putting more players at greater risk rather than protecting them (evidence shows the size of the UK black market has doubled in the last two years, corresponding with greater regulation). The growth of the black market in tandem with increasing regulation has been evidenced in other European countries, like France and Norway. It also comes at a time when players are voicing concern about greater regulation, with a recent YouGov Poll recording two-thirds of UK bettors saying they would opt for offshore sites should the UK implement mandatory player budgets.
However, as this guidance specifically uses problem gambling indicators and measures behaviours carefully, prescribing measures based on the number of indicators displayed by players, as well as allowing them the chance to contest the actions (point 10 in the rules above), they cannot be considered as blanket measures that affect all players as the suggested player budgets could.
Conferences in Europe
Prague Gaming & TECH Summit 2025: The Must-Attend Event of the Year for Gaming and Tech Enthusiasts
The Prague Gaming & TECH Summit 2025, happening on 25–26 March, is shaping up to be one of the most anticipated events in the gaming and tech calendar. Set in the heart of Europe, this boutique-style conference is renowned for delivering cutting-edge insights, fostering meaningful networking, and tackling the industry’s most pressing challenges.
Key Highlights of the 2025 Agenda
This year, the summit promises a robust agenda that combines the latest in innovation with actionable strategies for growth. Attendees can look forward to:
- AI and Blockchain Innovations: Explore how artificial intelligence and blockchain are transforming operations, enhancing security, and redefining user experiences.
- Regulatory Challenges and Compliance: Stay ahead of the curve with expert insights into navigating Europe’s evolving regulatory landscape.
- Fintech Advancements: Learn about the latest payment solutions and technologies driving seamless transactions and user satisfaction.
- Sustainability & ESG Initiatives: Discover how the gaming and tech industries are embracing sustainability and responsible business practices.
Global Reach Without Leaving Europe
One of the standout features of this year’s summit is the dedicated panels on Latin America and North America. These sessions bring insights from two of the most dynamic gaming markets directly to European attendees. No need for long-haul flights—gain valuable knowledge from industry leaders as they discuss trends, opportunities, and challenges in these regions.
Networking in the Golden City
Prague’s status as a vibrant business hub and cultural gem makes it the perfect backdrop for this gathering. The event offers ample networking opportunities, from structured meetups to informal conversations, ensuring every attendee can connect with peers, industry leaders, and potential partners.
Why Attend the Prague Gaming & TECH Summit?
- Exclusive Access to Thought Leaders: Hear from speakers shaping the future of gaming and tech.
- Tailored Content: Topics designed to address regional and global industry needs.
- Hands-On Workshops: Gain practical insights to tackle real-world challenges.
- Boutique Atmosphere: A focus on quality over quantity ensures meaningful engagement.
The Prague Gaming & TECH Summit is more than just a conference—it’s an opportunity to be part of the conversations that will shape the future of gaming and technology.
👉 Register now and join us in the Golden City this March to be part of the innovation.
The post Prague Gaming & TECH Summit 2025: The Must-Attend Event of the Year for Gaming and Tech Enthusiasts appeared first on European Gaming Industry News.
This year has been an exciting journey for SmartSoft. Both internally and externally, the company has undergone significant transformation. SmartSoft continues to pursue ambitious goals driven by teamwork and unity. The company fosters a culture of collaboration, where team members and partners support one another, share objectives, and work towards common interests. This synergy is powered by a diverse group of individuals, united by a shared mission to redefine the iGaming industry.
As a result, the number of unique customers grew by an impressive 75%—a remarkable achievement.
So, how did SmartSoft achieve such success?
Team Expansion and User Growth
SmartSoft made great progress this year by adding 40 new team members, strengthening its skills and knowledge across different areas. This expansion helped create a more dynamic work environment and played a key role in improving the company’s overall performance. As a result, SmartSoft saw an impressive 75% growth in unique users compared to last year. This increase in users highlights the company’s growing global reach, its ability to attract a wide audience, and its commitment to offering exciting and innovative gaming experiences.
New Markets and Partnerships
This year, SmartSoft made remarkable strides by entering 25 new markets, significantly enhancing its global footprint. The company also established several strategic partnerships with leading operators and platforms, including Betfair, Betway, Stoiximan, Betnacional, LottoStar, Betmexico and Qtech. These collaborations are expected to unlock new opportunities and open doors to fresh audiences worldwide. SmartSoft is excited about the direction these partnerships will take, and more details about these ventures will be shared soon.
JetX’s Unstoppable Rise
Also, JetX as SmartSoft’s flagship and pioneer crash game proved that its actually top game not only for SmartSoft but in the whole iGaming industry – its users rose by 80% which is a great number to imagine.
If there’s anyone still unfamiliar with JetX, it was the pioneer crash game developed by SmartSoft. Since its launch, JetX achieved extraordinary success, becoming a favorite among players and partners alike. The game is always evolving with regular updates, as the SmartSoft team constantly works to make it even better. Its innovative gameplay, which challenges players to cash out at just the right moment, captivated audiences worldwide. Breaking records and redefining expectations. The continued rise of JetX signifies the company’s ongoing commitment to offering exciting, innovative, and highly engaging products to its users.
Performance of Top Games
SmartSoft’s portfolio of top games saw incredible engagement, with a great increase in user participation across its leading titles, including Balloon, Mine Island, HelicopterX, PlinkoX, and FootballX. This phenomenal growth demonstrates that the company’s gaming offerings are not just popular but are setting industry benchmarks for user interaction and satisfaction. It’s clear that SmartSoft’s games are playing a key role in redefining the entertainment experience for players worldwide.
Exciting New Games
This year, SmartSoft introduced a total of 18 new games, including three games and slot games, all designed to offer players a unique and immersive experience. Some of the most anticipated releases included:
- 4 Bonuses Bonanza – Plinko Spin
- Mad Slot
- Rodeo X
- Dracula’s Fortune
- Jungle Sisters Deluxe
- Samba da Deusa
These new games have attracted more than 2 million new users, underscoring their appeal and the growing demand for SmartSoft’s innovative approach to gaming. The diverse range of titles further strengthens SmartSoft’s position as a leader in the gaming industry, offering games tailored to every interest.
Partnerships and Sponsorships
SmartSoft strengthened its position in the global market by extending its partnership with the Argentine National Team. This collaboration now includes SmartSoft becoming the Official Crash Game Partner. Sponsoring the Argentine national team and being a member of the World Champions Family is proof of SmartSoft’s commitment. Through these initiatives, company aims to spread the spirit of football, which brings people together and fosters a sense of community. Through this renewal in 2024 with the Argentine Football Association and the Argentine National Team, SmartSoft continued on a journey that combined passion and excellence, where the worlds of business and gaming converged with the magic of Argentine football. The company expressed delight in continuing as the gaming partner in Europe for the Argentine National Team and voiced confidence that this collaboration would drive both the company and its games to new horizons. Additionally, plans were announced for new content and marketing actions featuring the stars of the national team.
Memorable Moments and Extraordinary Partnerships
2024 was a year of remarkable achievements and unforgettable experiences for SmartSoft. The company participated in 8 major industry exhibitions, earning prestigious nominations such as Best Innovator, Best Interactive Experience, and Best Crash Game. Beyond the awards, SmartSoft cemented its reputation for innovation and connection through extraordinary events and partnerships. The Legend Series brought partners face-to-face with football legends like Zanetti, Palacio, and Milito, while an exclusive Champions League experience in London with José Mourinho left lasting impressions. In Lisbon, partners enjoyed the privilege of meeting Javier Mascherano at the SmartSoft booth and engaging in personal conversations during a special dinner. The collaboration with the Argentine national football team reached new heights with an in-depth interview with Lionel Scaloni, offering an insightful glimpse into the team’s journey. Further strengthening its connection to the sports world, SmartSoft proudly partnered with Georgian football legend Shota Arveladze, strengthening its ties to the sports world and bringing people even closer together.
Additionally, the launch of the Partners’ Club during a three-day celebration in Georgia showcased the company’s commitment to fostering collaboration and shared success.
Licensing Achievements
SmartSoft reached several important licensing milestones in 2024, underscoring its commitment to expanding its global operations while adhering to regulatory standards. The company’s Greek license, originally obtained in 2023, became fully operational this year, allowing SmartSoft to expand its reach in the European market. The company also achieved authorizations in Peru and obtained compliance certification in South Africa, further strengthening its position in these growing markets.
Certifications
SmartSoft earned 79 new certifications in 2024, an impressive achievement that reflects the company’s dedication to maintaining the highest standards in the industry. These certifications cover a wide range of areas, reinforcing SmartSoft’s commitment to delivering top-tier products that meet international quality and regulatory standards.
Looking Forward
The year 2024 was one of remarkable growth, innovation, and unforgettable achievements for SmartSoft. As the company continues to build on this momentum, it remains committed to delivering exceptional entertainment experiences, expanding into new markets, and redefining the gaming landscape. SmartSoft is excited about what the future holds and is looking forward to further strengthening its position as an industry leader in the years to come.
As we step into the new year, SmartSoft continues to soar, staying true to its motto: Keep Flying Even Higher.
The post SmartSoft’s 2024 Story – Year of Growth and Success appeared first on European Gaming Industry News.
NBA superstar Tristan Thompson is the latest big name to partner with Sportsbet.io, the world’s favorite crypto-first sports betting site, as its newest global ambassador.
Thompson, a Cleveland Cavaliers center and 2016 NBA Championship winner, will bring his star power and passion for cryptocurrency to the Sportsbet.io community for the next two years.
The Canadian basketball legend will be sharing his views on the latest action for Sportsbet.io, where fans will have the opportunity to take part in some exclusive promotions.
Tristan Thompson, Sportsbet.io ambassador, said: “Sportsbet.io brings together my two biggest passions: sports and cryptocurrency. I’ve been following the crypto sector for some time now and have seen how transformative it can be. There’s no better place to combine that with my love of sports than Sportsbet.io.”
Shane Anderson, Director Partnership, Content and Brand, Yolo Entertainment, the operator of Sportsbet.io, added: “We’d like to give a huge Sportsbet.io welcome to Tristan, an elite athlete whose passion for both basketball and cryptocurrency makes him a perfect match for us. We’re thrilled to have him on the team, and we already have some exciting plans in the works. Watch this space.”
Thompson’s crypto credentials are already well established; he’s been a vocal supporter of Bitcoin, and recently celebrated as it reached a new all-time high in price.
He will be providing weekly betting tips on a range of sports, including NFL, MLB, European soccer, tennis, golf, UFC and boxing.
The partnership with Thompson marks another exciting new chapter for Sportsbet.io, which has earned a reputation for both its innovative approach to gaming, and its star-studded line-up of ambassadors, including cricket legend Brett Lee, Kenyan rapper King Kaka and many more.
Sportsbet.io is also an official partner of LALIGA and Newcastle United.
The post NBA star Tristan Thompson signs for Sportsbet.io appeared first on European Gaming Industry News.
Prague Gaming & TECH Summit 2025: The Must-Attend Event of the Year for Gaming and Tech Enthusiasts
SmartSoft’s 2024 Story – Year of Growth and Success
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