As we look to the year ahead, industry experts share their thoughts on the opportunities and challenges facing the industry. In the final part of our eight-part series, we talk to experts in social responsibility. In part one we heard from igaming operators and suppliers, then in part two land-based operators and suppliers. Part three brought in finance experts, followed by marketers in part four and recruiters for part five. Technology and innovation was the focus of part six and part seven covered regulation. Interviewees for this part include Maris Catania, head of responsible gaming and research at Kindred, Grainne Hurst, group corporate affairs director at Entain, Daniela Johansson, deputy CEO and chief responsibility officer at PAF, and Matt Zarb-Cousin, founder of Clean Up Gambling.
Looking back at 2020, what transformational moments do you believe impacted the industry other than the Covid-19 pandemic? How do you expect the Covid-19 pandemic to continue affecting the industry going forward?
Maris Catania:
- The shift to remote working and online conferences have become the new norm, potentially leading to a better work-life balance for operators.
Grainne Hurst:
- Technology played a significant role in keeping everyone connected during the pandemic, with virtual sports rising in popularity due to the absence of live sporting events.
Daniela Johansson:
- The pandemic accelerated the transformation towards social responsibility in the gambling industry, resulting in stricter regulations and the need for a new business model to ensure profitability and sustainability.
Matt Zarb-Cousin:
- The House of Lords Gambling Industry Select Committee report highlighted the need for urgent gambling reform and set the tone for the ongoing Gambling Act Review, which will shape the future of the industry.
What do you believe will be a game-changer for the industry in the coming year?
Maris Catania:
- A focus on safer and responsible gambling, considering the potential negative impact of the pandemic on players.
Grainne Hurst:
- The rise of online gaming and sports betting in emerging markets, driven by advancements in technology and new payment mechanisms.
Daniela Johansson:
- The discussion on affordability and stricter regulations to prevent excessive gambling, potentially leading to fewer VIP programmes.
Matt Zarb-Cousin:
- The implementation of stake and speed limits for online slot and casino content, along with the affordability model arising from the Gambling Act Review.
What factors could disrupt the sector or slow down progress?
Maris Catania:
- A lack of attention to consumer protection and unwillingness to make changes hindering harm prevention.
Grainne Hurst:
- A one-size-fits-all approach to regulation that could drive customers towards unregulated black markets lacking player protection.
Daniela Johansson:
- The importance of channelisation to protect players and avoid impeding progress within the industry.
Matt Zarb-Cousin:
- Delays in implementing reforms following the Gambling Act Review, which could hinder the sector’s progress.
What actions should operators and suppliers take in 2021 to demonstrate their commitment to social responsibility?
Maris Catania:
- Truly commit to minimizing harm and prioritizing consumer protection over revenue.
Grainne Hurst:
- Integrate safer gambling into every aspect of the business and invest in responsible gambling initiatives, such as the Entain Foundation.
Daniela Johansson:
- Be transparent about customer databases and the effectiveness of responsible gambling measures, showing genuine care for customers’ well-being.
Matt Zarb-Cousin:
- Engage constructively with the Gambling Act Review and prioritize reducing harm over short-term profits, ultimately ensuring the sustainability of the industry.
