AGA webinar: Operators viewing RG as ‘innovation’ instead of ‘compliance obligation’

The American Gaming Association (AGA) hosted a responsible gaming (RG) webinar on September 24, featuring speakers such as Aristocrat Responsible Gameplay GM Tasos Dagkos, OpenBet VP of Regulatory Affairs & Compliance Jess Feil, Sportradar SVP of Integrity & Regulatory Services Tom Mace and Responsible Online Gaming Association (ROGA) Executive Director Dr. Jennifer Shatley. 

The webinar addressed how RG practices are currently being integrated amongst new product innovation throughout the gaming industry, with AGA SVP of Strategic Communications Joe Maloney serving as a moderator for the online panel. 

Maloney began the webinar by stating 84% of US residents understand RG tools are available to them, while 88% believe it is important to promote safer gambling practices. 

“As product innovation around the gaming industry continues to grow, so has our ability to innovate responsible gaming,” Maloney said. 

Dagkos, speaking on significant shifts witnessed on the part of suppliers regarding RG, stated the “most significant” change in mindset he’s seen is RG going from a “compliance obligation” to something that “requires innovation” in its own right. 

“The sense is that RG features in games can ultimately hurt revenue, but this way of thinking is beginning to change,” Dagkos said.

“RG features can increase retention from players, especially as developing RG practices continues to become an expectation from supplier’s consumer bases.”

Feil and Dr. Shatley also commented on how players recognize RG tools which are available to them, but “stigmatize” these offerings as signs of becoming a problem gambler. Feil shared how organizations such as OpenBet are focused on developing tools which are “easier for players to digest,” while slowly correcting their behaviors and providing self-assessment opportunities. 

“Having these RG tools in place is one thing, but having tools which people actually use is completely different. Most players will set limits or recognize the tools in place, but the stigma of believing utilizing these tools means you have a problem still exists,” Dr. Shatley said. 

“If operators and suppliers can begin to make RG resonate to a greater level, it leads to more engagement and retention from players. But once you identify the risk, then what? The intent should not just be to identify a potential issue, but actually addressing how to solve it as well.”

Mace described how Sportradar focuses on diagnostics which are “fundamental to our customer’s business operations,” such as core betting behavior and speed-of-play metrics. He also referenced the company’s new partnership with Underdog Fantasy, announced on September 24, which will see Underdog become the first US-based operator to integrate Sportradar’s Bettor Sense technology throughout its betting platform. 

Touching on how concerns over RG practices could reduce revenue are “valid,” Mace stated player protection is not “just a product,” and the outputs seen from technology such as Bettor Sense need to be integrated within a company’s operations. 

Good to know: The AGA released its findings into the public opinion on sports events contracts on September 10, as 85% of Americans believe the gaming type should be classified as gambling, while 80% think sports events contracts should be regulated in similar fashion to online sports betting

“Conflicts between regulators, operators and players drive the complexity of the RG space,” Mace said.

“It’s certainly a balance, and we can’t suit all needs, but we can help the end user and operator be assured they are using a safe and reliable product.”

Dagkos commented on the challenges of navigating state-by-state regulation and how it creates “fragmented” jurisdictional requirements, as a minor difference in regulation from one state could result in needed changes of design for a certain title. Despite “setting and driving the RG agenda,” Dagkos and Aristocrat have found “some technology” can be too difficult to transfer into new age practices. 

When asked by Gaming America how RG can bring out the need for innovation as compared to the industry driving innovation from RG organizations, Dr. Shatley stated casino titles typically showcase a requirement for additional safer gambling practices, but “lots of attention” from ROGA is currently on identifying potential triggers before the players become affected. 

“My concern is once something is immortalized within regulation, it’s extremely difficult to have it changed even if it isn’t working or is having the complete opposite effect of what you intended,” Dr. Shatley said. 

“I think sometimes we get ahead of the science, and right now companies are taking a diagnostic approach to RG which I don’t feel is appropriate. I look forward to and am motivated by developing a more holistic and comprehensive approach to RG in the future.”

Feil spoke on how “we all want to do more than the minimum (in RG), but a regulator will actually make you prove it.”

“We all do things a little differently, whether that be OpenBet, Sportradar or ROGA, which can make it difficult for operators to understand what they are truly seeing,” Feil said. 

“At the end of the day, there’s been a cultural shift in the gaming industry toward compliance and RG, as operators are now looking for a full end-to-end solution with player protections at the centerpoint.”

Kirk Geller

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