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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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The latest round of changes, announced on Wednesday, includes 15 existing roles being terminating, and 17 new positions established. These will impact several of its units, including the Data & AI department, two business units and finance teams.
Negotiations around terminations and the newly established roles are expected to last approximately three weeks.
These internal changes form part of wider organisational shifts following Veikkaus’ May 2026 decision to establish two subsidiaries: one dedicated to exclusive operations and another for the newly competitive, licence-based market.
How to play 9 Jalapenos
For land-based venues, unobtrusive and empathetic staff checks to identify signs of distress without creating a sense of surveillance was suggested.
The study drew parallels with evolving financial regulation, such as the Financial Conduct Authority’s Consumer Duty, which stressed the importance of providing information and ensuring customers understand and can act on it.
Kathryn covers bitesize breaking news with a primary focus on EMEA and US legislation. A proud North Walian, fluent Welsh speaker and lifelong Wrexham FC fan – long before Hollywood came calling.
