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Land-based customers often lacked even basic pre-play information, and instead desired subtle, proactive support from staff.

Participants outlined several improvements. Of note were clear and simple financial disclosures, including real-time loss displays and transparent explanations of promotional wagering conditions.

The participants suggested timely and relevant interruptions as well as enhanced onboarding processes and in-game assistance, which could include free-play modes, easy access to concise game rules and AI-driven help to clarify complex terms.

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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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Days after the US Senate failed to advance the CLARITY Act, the Commodity Futures Trading Commission (CFTC) has sent a new rulemaking package on crypto markets for review to the White House.

The Office of Information and Regulatory Affairs (OIRA) received the filing on September 17, which is titled “Regulation Crypto Asset Transactions and Regulation Crypto Asset Markets.” The proposal remains in the early stages, and the details are not yet public, as reported by The Block. 

The move came shortly after the Senate declined to advance the Digital Asset Market CLARITY Act. The procedural vote on September 15 rejected it with 49-50, not meeting the 60 votes required to move forward.