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Satisfaction with existing tools scored an average of 6 out of 10. Co-author Gali Hartuv, CEO and co-founder at WarriorLab described this “middling satisfaction” as “the most expensive kind”.
While VIP managers welcomed AI for prioritising their workload, the report suggested they remained cautious about delegating a final judgment to opaque automated systems.
The report’s authors noted that VIP managers “are not asking to be replaced” but desire tools that assist by triaging and pointing out priority players, while humans maintain relationship control and make final decisions.
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With such a significant rise in tax, you would forgive the company for cutting wherever possible, but Petra says they have made it work by maximising efficiency, restructuring, and maintaining their offering so the customer doesn’t notice that anything has changed.
“We feel that people are always interested in gambling and that we are the party who should offer that in a safe way. [Holland Casino] has been careful to maintain that, but of course our costs rose very quickly, so we restructured at our head office. We have also been looking at innovations in offerings, which we are currently also testing, including a further development of the Next Zone. We’ve also introduced the double zero in roulette, which we didn’t have previously in the Netherlands,” the CEO says.
“Obviously, in the gaming industry we don’t have a price tag on our product where you can just change the RTP (return-to-player) and your problem is solved, it doesn’t work like that. Especially not if you take responsible gaming seriously.”
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At the time KSA announced: “Providers that made mistakes in the past five years must explain during the application process how they have learned from previous mistakes and how they intend to prevent recurrence. If we find this explanation insufficient, the permit may be denied or additional conditions and restrictions may be imposed.”
This requirement raised concerns among operators worried that the barriers to entry could have become more restrictive, But at a meeting on the policies last year the regulator assured licensees it was not enforcing a specific strict rule on this.
Speaking to iGB at the time, Bjorn Fuchs, chairman of VNLOK Fuchs noted “there was a sigh of relief going through the room when it was presented”.