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Managerial autonomy supported by senior leadership was also mentioned by respondents.

“VIP operations is the most human function in iGaming, run by the smallest teams, on the least purpose-built technology, against the shortest-horizon metrics,” said Grygorenko.

“The findings show that VIP managers are asking for a clearer signal on who needs attention, what has changed and where their judgment can have the greatest impact.”

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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.

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. 

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While it did not find Curaçao-based trust firm DECC and its directors liable in this case, the ruling signalled that closer scrutiny of such intermediaries could unfold.

Nederlandse Loterij has announced plans to appeal portions of the Lalabet decision, particularly arguing that trust firms have a duty to properly vet their clients. 

The operator was also investigating the roles of the same trust firm in relation to Qbet and Skyhills, indicating further legal proceedings may be forthcoming once corporate structures are clarified.