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Interactive


SAFER GAMBLING NECCTON


Neccton: Tracking problem gambling


Dr. Michael Auer, founder of data science specialist, Neccton, discusses the the advantage of single customer view, cognitive dissonance and behavioural analytics for operators.


Michael Auer, Founder, Neccton


Customer interaction and the detection of problem gambling patterns are emerging as key trends in regulatory guidelines for many jurisdictions – and player tracking is a key tool for operators in player protection. Te UK and Sweden are two countries that are already leveraging this knowledge for the benefit of players, while player tracking and early detection of problematic play is a cornerstone of Germany’s proposed new gambling law, which is likely to be introduced in 2021. Te Danish gambling regulator also issued a new list of rules in early 2020, which specifically requires operators to detect problematic play and interact with players.


Player tracking, however, is only as good as the information available to the operator – a player might have several accounts with different operators, for example, making efficient tracking (and therefore intervention or management) impossible. If all of a player’s transactions could be viewed in one portal, giving a single customer view, it would mean that any operator-driven risk assessment was based on their overall gambling behaviour, rather than a narrow dataset.


P106 NEWSWIRE / INTERACTIVE / MARKET DATA


In banking, a cross-bank approach is already in use with payment services, though for different reasons; the EU‘s PSD2 (Payment Service Directive 2) standards were published in the Official Journal of the European Union on March 13, 2018, and came into play from September 14, 2019. Tis directive sets rules for access to payment accounts for third-party payment service providers. Anybody can decide to transmit information from accounts with different banks to a third party provider for different reasons – one of which is a complete overview of all transactions in one application. Similar APIs (Application Programming Interface) could be used to handle multiple gambling accounts by one player.


In regulatory terms though, many obstacles would have to be negotiated for a jurisdiction to allow a cross-operator approach, with legal and commercial aspects leading the industry’s concerns.


PLAYER TRACKING Researchers have long emphasised the value of


behavioural analytics in the field of responsible gambling – but how can objective information about a player’s habits actually help identify problematic play?


Tolerance is a key indicator, and in this context the word relates to whether an individual has to use a substance or follow an activity more and more in order to achieve the same degree of satisfaction. Analytically it is easy to grasp that one simply needs to look at increased stakes or time spent in order to identify this indicator in play.


Salience describes an already very high involvement and can be evaluated when looking at a gambler’s losses or intensity compared to others. Another useful tool is keeping watch for frequent changes in payment method and failed deposits. Multiple payment methods may be an


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