However, looking at regulated markets in the UK, Europe and North America, there are technologies the gaming industry can use to improve the situation and protect its customers. As a data scientist at Playtech, one of the world's leading game software development companies, I have experience operating in 30 regulated global markets.
Below I describe five ways technology can help improve players' vulnerability, both physically, mentally, and in terms of their data, as well as the impact on time and finances.
1-Regular testing and analysis to ensure safety
Online gaming has been around since 1994, long before Google or Facebook, for example. However, it was not until 2007 that it became subject to local regulation — and even then, initially, in very few countries. More and more markets have since decided to regulate online gaming in order to put in place measures to protect consumers and their data.
Privacy and security have become a major concern for all industries over the past ten or 15 years, and nearly every country now has strict laws to ensure that consumer data is not exploited or tampered with. In a regulated environment, all licensed companies must comply with data protection laws as well as specific gambling requirements. To ensure these rules are adhered to, licensees must undergo a rigorous auditing process performed by internationally recognized testing laboratories.
The process thoroughly analyzes the source code of any and all gaming software, as well as the company's organizational practices. This is known as the “certification process”, and it is carried out periodically. Only successfully certified companies can legally offer their services to customers.
2-Continuous monitoring of players to reduce fraud and theft
This security testing of products and production environments, as well as regular vulnerability scans, is performed by serious independent operators and vendors. All reputable gaming entities will also have strong internal policies, including training employees on security issues.
However, customers, too, must be monitored for the safety of others. Electronic identification helps ensure that the person who logs in is who they say they are, while other possibilities exist such as multifactor authentication, device fingerprinting and a configurable password policy. Technological solutions can detect exploitative and fraudulent behavior through the use of advanced data analytics, so continuous monitoring against login activities and switching devices is also common.
While there should be strong requirements to protect against fraud and cyber attacks, it is not always necessary to add layers of complexity where the aforementioned solutions exist.
3-Research to help guide policy
While some of the industry's top players have announced commitments on responsible gaming, continued collaboration is still lacking. Higher standards should be the norm and this should also involve more funding and investment for research and testing, both of which can help guide discussions and provide crucial insights — especially as the gaming industry is able to collect relevant data from real world environments.
Likewise, they must execute initiatives focused on responsible gambing using state-of-the-art algorithmic approaches and raising standards, including with a variety of stakeholders such as those with lived experience, the finance industry, software developers, debt counseling organizations , gym and treatment centers.
Broad sharing of credible findings also helps ensure that regulations are built on evidence, making them more effective, and helping to meet the goals of the gaming's regulatory framework. Transparency, as always, is crucial, and this approach recognizes industry risk factors while proactively seeking to minimize harm. Profit should never be everything.
4-Data analysis to identify problem players early
Early investments aimed at preventing the development of troubled players, especially in newly regulated markets, will come at a cost because they keep some players from overspending or even stop them altogether. Ultimately, operators should not have problem players as customers, and through the use of data analytics, players at risk can be identified early and contacted by dedicated and trained personnel.
While these are complemented with automated tools that enable customer engagement, research has shown that real-time personalized customer communications are far more effective than generic email campaigns. Local operators should never see responsible gaming and protecting players as just a matter of compliance. Nor should it be driven by regulatory enforcement action risks.
Responsible gaming should be part of internal discussions, alongside compliance and innovation. And because new regulations must always allow enough time to comply with requirements, both the regulator and the industry can become familiar with any new rules.
5-Device blocking services to allow self-exclusion
There are a number of device blocking services available, such as Gamban and Gamstop, which allow individuals to block their mobile phone, computer and/or tablet from being used to access online gaming sites. These free cross-platform self-exclusion tools prevent the user from accessing legally accessible and regulated online operators for periods ranging from six months to five years.
Based on research conducted for GambleAware, Gamban has been shown to be 99% effective in blocking access to gambling websites and applications. Such technology clearly makes the gaming industry safer and therefore should be part of any country's regulatory framework.
Sanjoy Sarkar
BetBuddy Data Scientist, Playtech
Source: Exame
