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A recent study revealed that VIP account managers in the online gambling industry predominantly depend on spreadsheets and manual decision-making tools rather than specialised automation or AI systems. 

This reliance places many high-value players at risk of “silent churn”, where VIP players become inactive without warning, posing a significant challenge for operators.

The report, titled The State of VIP Operations, was compiled by The Playa in collaboration with Gaming Operations Academy and WarriorLab.

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In recent weeks, German authorities conducted a crackdown on an alleged illegal online gambling operation suspected of facilitating wagers totalling approximately €5.86 billion over a 30-month period.  

The DSWV trade body, representing licensed sports-betting operators, broadly welcomed the enforcement action as a necessary response to the illegal market’s growth and associated risks. 

“This successful investigation clearly demonstrates the scale that the illegal gambling market has now reached,” said Mathias Dahms, president of the DSWV.

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“Trust is fundamental to the responsible adoption of AI. As its use becomes increasingly embedded across the gaming sector, organisations need practical ways to understand where AI is being used, manage the associated risks and ensure that accountability and human oversight remain firmly in place,” he said.

“The AI gaming charter translates these principles into practical, sector-specific guidance,” he added.

The charter also made a series of other recommendations. It suggested that companies should designate a senior member of staff responsible for governance of the technology. It additionally recommended an AI oversight or ethics committee.