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Notably, sports bettors prioritised fast and clear information that was delivered without the interventions being disruptive. Casino players wanted accessible explanations and real-time support during play.
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.
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While the company did not comment on how its market share had progressed since then, on Sun International’s post-H1 earnings call on Mondat, Bengtsson reiterated that product was key for its next phase of expansion.
He also hinted at opportunities to expand both within and beyond its core market of South Africa.
On the earnings call, Bengtsson said Sun International viewed “plenty of inorganic opportunities” around the business.
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VIP operations have changed drastically over year last ten years. In October 2020, a new code of conduct came into force in the UK following a consultation process between the Gambling Commission and the Betting and Gaming Council.
This required operators to subject players to rigorous checks before signing up new VIPs, including having their betting behaviour being closely monitored.
Operators were also banned from incentivising customers based on losses, and reward programmes must be overseen by senior management. The code restricts any player under the age of 25 from taking part.
