Australia
TABCORP LAUNCHES NEW CUSTOMER CARE TECHNOLOGY
Australia’s largest wagering company Tabcorp will use cutting edge AI technology to keep customers safer as part of an upgrade to its responsible gambling capability. Tabcorp has entered into a partnership with global industry leader Mindway AI, who have implemented customer care software across 20 countries and 6.5 million active users worldwide per month.
Mindway AI will give Tabcorp enhanced capability to intercept and assist potential problem gamblers at an earlier stage. It is the first time Mindway AI has partnered with an Australian wagering company.
Tabcorp Chief Customer Officer Jenni Barnett said the upgrades were an important part of the company’s digital transformation.
“Our collaboration with Mindway AI is a key step forward in our commitment to caring for our customers, reducing harm and ensuring a safe and enjoyable experience,’’ she said.
“This partnership will allow us to use the world’s best technology to better identify and prevent harmful behaviour before it becomes a problem and then implement proactive measures to assist our customers.
“There’s no set and forget in this space. We’ll continue to grow and modify our capability to ensure we remain an industry leader in customer care.”
Tabcorp Chief Analytics and Data Officer Dr Amy Shi–Nash said the company would continue to use data and analytics to enhance the customer experience.
“Mindway AI uses a unique combination of neuroscience, artificial intelligence and expert assessments to identify potential problematic behaviour,’’ she said.
“Our technology and capability upgrades will allow us to more easily identify changes in customer behaviour and incept those customers before gambling becomes a problem.
“We’re excited about the potential, that combines leading edge AI capability with our deep understanding of customers, culture and human dynamics to develop the best–in–class customer care practice for the industry here in Australia and globally.”
Mindway AI CEO Rasmus Kjaergaard said: “Over here at Mindway AI, we are very proud to count Tabcorp among our partners and we see great potential in the collaboration to help them enhance their player protection. This partnership is part of our global growth, and it marks that by entering a new continent.”
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Australia
Nerida O’Loughlin Reappointed as ACMA Chair
The Governor-General, His Excellency General the Honourable David Hurley AC DSC (Rtd), has accepted the Albanese Government’s recommendation that Ms Nerida O’Loughlin PSM be reappointed as Chair of the Australian Communications and Media Authority (ACMA).
Ms O’Loughlin has been reappointed for a three-year term, commencing on 14 October 2024, having first been appointed in 2017 and reappointed in 2022.
The Chair has extensive executive and regulatory experience, and is well respected across the sector. Her reappointment provides continuity as the ACMA works to deliver important outcomes for consumers and industry in the communications and media sectors, and implement reforms being undertaken by Government.
In her current term, Ms O’Loughlin has led the ACMA’s work to strengthen telecommunications consumer safeguards, particularly for vulnerable Australians, overseen the establishment of BetStop – the National Self-Exclusion Register and Australia’s first SMS ID Registry – and taken strong enforcement of anti-scam and illegal gambling rules.
Ms O’Loughlin has also led important work on media diversity, misinformation and disinformation on digital platforms, and supported improved digital connectivity through the allocation of valuable radiocommunications spectrum.
Quotes attributable to Minister for Communications, the Hon Michelle Rowland MP:
“I congratulate Ms Nerida O’Loughlin PSM on her reappointment as Chair of the Australian Communications and Media Authority.
“Since her appointment in 2017, Ms O’Loughlin has led the ACMA to deliver important reforms and regulatory activities in the communications and media industries.
“This includes better supporting consumers facing financial hardship pressures in paying their telecommunications bills, mitigating consumer harms in gambling advertising, enforcing anti-scam rules and taking enforcement action against corporations for non-compliance with Australia’s spam unsubscribe rules.
“The Chair’s continuity will provide the Authority ongoing certainty as the Albanese Government continues its important media and digital platforms reform agenda.
“I look forward to continue working with Ms O’Loughlin as the ACMA Chair.”
The post Nerida O’Loughlin Reappointed as ACMA Chair appeared first on European Gaming Industry News.
Australia
Crown Reinstated at Sydney Casino
The NSW Independent Casino Commission has found Crown Sydney suitable to retain its casino licence after nearly three years of intensive remediation.
Chief Commissioner, Philip Crawford, said Crown has come a long way and must now demonstrate its long-term commitment to maintaining suitability.
“The NICC is confident the Crown we deemed suitable today has a strong model to keep operating into the future,” Mr Crawford said.
The NICC’s suitability assessment established that Crown Sydney has fundamentally reformed its business and is operating the casino within the objects of the Act, the requirements of the suitability deed, and in compliance with its regulatory obligations.
In addition to proving it can run the casino lawfully, Crown has remediated its business in other meaningful ways such as building a culture of transparency and accountability across its integrated resort.
“Hard work and transformation aside, the NICC has not forgotten the level of misconduct exposed in 2021 when Crown was found unsuitable,” said Mr Crawford.
“Crown Sydney has ongoing work to reach steady state and it must continue to lift standards and maintain its cultural transformation.
“There is and will always be room for improvement, but Crown is a changed business that is looking toward the future.
“Likewise, the NICC is a changed regulator with enhanced powers, a singular focus on casinos, and a mandate to address the risks of harm.
“This decision is a positive outcome for Crown Sydney, its staff, and the community – who can be sure the NICC will use all of its powers to keep the casino in check.”
In addition to the implementation of hundreds of new internal controls, the Bergin-based reforms have been reflected in a new licence and new regulatory agreement between Crown Sydney, the NSW Government and the NICC.
These agreements include updated settings, such as the removal of fetters to the NICC’s powers, as well as previous compensation trigger clauses that are no longer part of the casino legislation.
Mr Crawford said: “Crown cannot disregard the responsibility and privilege that comes with holding a casino licence. Crown Sydney’s ability to provide a destination hospitality and entertainment venue underpinned by the restricted gaming facility is contingent on its steadfast commitment to continuing suitability, accountability and compliance.”
The post Crown Reinstated at Sydney Casino appeared first on European Gaming Industry News.
Australia
ACMA Reveals Illegal Gambling Crackdown Results
The Australian Communications and Media Authority (ACMA) revealed the outcome of a crackdown on illegal online gambling services operating around the time of the 2023 FIFA Women’s World Cup.
The report published shows that 200 offshore services were reviewed in the lead-up to and during the event. Of those services, 21 were investigated as they appeared to be directly targeting Australians. As a result, 18 services were found to be operating in breach of the Interactive Gambling Act 2001.
Following notification of the ACMA’s findings, three of those services withdrew from the Australian market, while the remaining 15 services had their websites blocked by internet service providers at the request of the ACMA.
ACMA authority member and online gambling lead Carolyn Lidgerwood said the sites were unlicensed to provide wagering services in Australia and in some cases also offered interactive gambling services such as online casinos and slots or online in-play betting, which are all banned in Australia.
“Illegal gambling operations often take advantage of high-profile sporting events to push their services onto fans. These sites also offer none of the consumer protections that apply to licensed wagering services in Australia. Using these sites is more than a gamble as you have no rights and even if you win, you may never see the money,” Ms Lidgerwood said.
Since 2019, the ACMA has been asking internet service providers to block gambling websites found to be operating in breach of Australian interactive gambling laws. Over that time, more than 900 illegal gambling and affiliate websites have been blocked.
More than 220 illegal services have also pulled out of the Australian market since the ACMA started enforcing illegal offshore gambling rules.
Minimising gambling harm is a current ACMA compliance priority and Australians can check on the ACMA’s online register to see if a wagering service is licensed to operate in Australia.
More information about online gambling is available on the ACMA’s website, including information on how to protect yourself from illegal gambling operators and instructions on how to make a complaint about an illegal site.
The post ACMA Reveals Illegal Gambling Crackdown Results appeared first on European Gaming Industry News.
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