Epic Risk Management has put forward its vision for the development of safer gambling. In a recent discussion, three members of the team shared their thoughts on how the industry can use technology to better protect high-risk customers.
In an interview with SBC News, Head of Safer Gambling Dan Spencer; Vice President of Prevention US, Dan Trolaro; and Head of Delivery US, Mark Potter — shared their thoughts on the future of player protection in the gambling industry.
Trolaro offered his thoughts on how technology could be utilized to help watch out for potential problems, stating, “It is a shared responsibility between operators, consumers, and stakeholders to develop a comprehensive strategy to minimize or reduce gambling-related harms.”
Using computer games as an analogy, Trolaro explained how monitoring systems might work: “In the video game world, the game makers have real-time feedback and the artificial intelligence within the game adjusts as the player adjusts.”
He continued, “A similar story should be told in the world of gambling, it cannot be a static or stagnant policy. It has to be flexible and adjustable. People gamble for many reasons and people develop a gambling problem for the same many reasons.”
Technology Should Be Harnessed
Trolaro concluded, “a combination of technology, customer feedback, research, and player behavior should help to shape a safer, more affordable experience.”
Potter concurred: “Advances in technology around triggers, algorithms, and fit for purpose responsible gambling tools for customers to help protect themselves is vital.”
However, he stresses that these measures must be more than a bureaucratic pretense. “Interactions with customers must be effective, however, and not a tick box exercise. “
Spencer emphasized the need to be proactive, rather than reactive, saying, “There’s already a wealth of data available for operators using the latest technology to find out more information about who your customers are.
“Artificial intelligence solutions are quickly picking up traction, looking at who may be a risk in the future, instead of detecting harm that has already happened. “
Greater Vigilance Required
On the subject of affordability checks, the three are in favor of greater scrutiny. Trolaro is clear that “checks in the US should grow.”
“Without a national policy or Federal funding, it becomes a bit more challenging, but learning from the UK and others around the globe helps to grow and shape the future of gaming.”
Potter thinks that stronger checks are “inevitable” as gambling continues to grow in the US. Like Spencer, he highlights the need for the industry to be taking the initiative.
He says, “It would be proactive to introduce some of these measures before we start to see the more negative side of gambling harm coming to the fore in the press and media.
“If the US implements some affordability and harm minimization measures early, then many people can be protected from harm such as loss of career, reputation, relationship, or even life.”