Sustainable Interaction and FDJ initiate strategic collaboration to develop responsible gambling solution

We’re excited to announce our strategic partnership with La Française des Jeux (FDJ), the leading lottery and betting provider in France. FDJ offers responsible gambling experiences to the general public and holds both Responsible Gaming certification from European Lotteries and Level 4 certification from the World Lottery Association.

Sustainable Interaction will provide FDJ with strategic advice to develop an evidence-based responsible gambling solutions aimed at preventing and mitigating gambling-related harm.

Within the context of the cooperation, Sustainable Interaction will support FDJ in developing a technical model for behavioral analysis and risk profiling, to effectively guide RG interactions with FDJ’s digital players.

“We're proud to support FDJ with strategic guidance in developing a responsible gambling solution that not only complies with regulations but also sets a world-class standard for player protection. In this effort, we draw on our extensive experience with Behaviour Analytics  Solutions and Player Interventions.”, says CEO Johan Brandsten.

”Our collaboration with Sustainable Interaction is instrumental in building and implementing our new risk-detection scheme, thanks to their expertise and long-standing experience in this field. We look forward to continuing this important and fruitful work with a view to keep strengthening the actions we implement to protect our players.”, says Chief Sustainability Officer at FDJ Vincent Perrotin.

GamTest to support Argentine players through Betsson Argentina

We’re excited to announce that Betsson Group, who already offers GamTest in several markets, is expanding with a new brand: Betsson Argentina.

With this launch, players in Argentina will gain access to a scientifically sound self-assessment tool designed to help them understand and manage their gambling habits, while Betsson will gain valuable insights into the wellbeing of the player population.

- We are very happy that Betsson trusts our self-assessment tool to assist its players in Argentina to play at a healthy level, and we are proud to see our tool expanding into a new market in South America. We believe that GamTest is one of the best options for gambling operators to offer a low-threshold, easy-to-use player intervention, providing players with detailed feedback on their gambling habits and tips on how to stay safe, says Christofer Hagstedt, CDBO at Sustainable Interaction.

How does Paf work with care calls

Why are Duty of Care calls important to Paf? And how do the calls fit into Paf's overall work on Responsible Gambling? We had a quick sit-down with Jenna Ekström, Responsible Gaming Manager, and Team Manager HR at Paf.

Why is it important for Paf to work with care calls?

Responsible gaming is the backbone of our business and we strive to be a leading company in the gaming industry. We have long worked with proactive messages that are sent out using our responsible gaming system the Paf Radar, which detects potentially risky gaming behaviours. We have chosen to use care calls as a complement to the Paf Radar when we follow up on these players.

What advantages do you see in having an external resource make the care calls?

The aim of the care calls is to get players to reflect on their potentially risky gaming behaviour and for the players to make good decisions after the calls. Therefore, we have chosen to collaborate with Sustainable Interaction to handle the care calls efficiently and with the right expertise.

What is your experience of working with Sustainable Interaction?

We are satisfied with the co-operation between Paf and SI. We see that some of the called customers want to make a change already during the call. We also share communication channels with SI, which allows us to work quickly and efficiently.

Thanks for talking to us Jenna!

“We chose GamTest because, in our opinion, it stood out as one of the most advanced products on the market”

Betsson provides GamTest across various brands, allowing players to engage in a research-based evaluation of their gambling habits and receive personalised feedback and recommendations tailored to their responses. We interviewed Eduards Jakubovs, Head of Safer Gambling at Betsson Group, asking three short questions about how Betsson utilises GamTest to help players understand and manage their play.

Why did you choose GamTest?

We chose GamTest because, in our opinion, it stood out as one of the most advanced products on the market, if not the most advanced. It was also one among the very few with a solid foundation of real research. We found the work conducted by Dr. Jakob Jonsson and his team to be very relevant, providing a robust basis for the final product. It is always great to see market products being developed based on solid research and facts. GamTest also stood out as one of the rare self-assessment tests that not only gathered answers from players but also offered a five-dimensional analysis to the player. It also provides statistics on aspects such as preferred gambling form, gambling frequency, age, and more. 

What value does GamTest provide to Betsson?

Apart from the comfort of knowing that our players have access to a great tool that can help them access their gambling habits and provide personalised suggestions and recommendations, we also love the ability to use GamTest for proactive interactions with our players. It's a very convenient way for both the players and us to get a detailed overview of the players’ gambling habits and identify areas of increased risk.

What’s your overall experience working with Sustainable Interaction?

Our experience has been excellent, we love the quick support with occasional challenges or questions, as well as the expertise that the staff of Sustainable Interaction can provide in the field of player protection.

Elevating player protection: updates to Atlantic Lottery’s reinstatement program

We’re excited to share that our long-term partnership with Atlantic Lottery continues. To assist players in restarting their gambling on a fresh note, Atlantic Lottery provides a reinstatement education program for players returning after a long-term break in play. Originally developed by Sustainable Interaction, this program is now evolving to provide Atlantic Lottery with more in-depth insights into the experiences of returning players.

Founded in 1976, Atlantic Lottery is the only 100 per cent legal and government-regulated provider of lottery, online gambling and sports wagering in Nova Scotia, New Brunswick, Newfoundland and Labrador, and Prince Edward Island. With a strong commitment to healthy play and sustainable practices, Atlantic Lottery has held a WLA certification (level 4) for over 15 years and now also holds RG Check accreditations for both their alc.ca platform and Red Shores Racetrack and Casino in Charlottetown, P.E.

Since 2011, Sustainable Interaction has been providing bespoke online training programs on topics such as responsible gambling, CSR and health and safety to Atlantic Lottery. 

“I’m impressed by Atlantic Lottery’s long-term commitment and proactive efforts to stay at the forefront in sustainability and responsible gambling. I would especially like to mention the effort to recertify their retail partners with continuing education on responsible gambling to ensure it always stays top of mind, says Christofer Hagstedt, CDBO at Sustainable Interaction.”   

“We know that in order to be successful in promoting healthy play, we need to first support our players in understanding their own play and how to manage it,” said Ashley McGuigan, Atlantic Lottery manager of healthy play. “We know that each and every player is the best person to evaluate their own play, so we take pride in providing them with high quality education and tools to help them do just that.”

The updates to the existing education program will include technical updates and a new survey component that will provide more insights on players returning to play, as well as content changes to align with updated messaging for players.

The tutorial itself consists of multiple steps and short, informative sequenced videos. The program ends with the player confirming whether or not they are ready to return to play, making it an active decision using the insights gained with this education.

Loterija Slovenije and Sustainable Gambling initiate collaboration to develop responsible gambling solution

We’re happy to share that Sustainable Interaction is teaming up with Loterija Slovenije, the official lottery in Slovenia and a member of EL and WLA, to develop a solution for safeguarding players.

Sustainable Interaction will assist Loterija Slovenije in developing an internal system to identify at-risk players and designing player communication and measures to minimise the harm caused by excessive gambling.

– We’re proud and grateful for the opportunity to work with Loterija Slovenije and enhance their efforts in promoting responsible gambling, says Johan Brandsten, CEO of Sustainable Interaction.

Stanleybet group teams up with Sustainable Gambling

Stanleybet Group, one of the largest gambling operators in Europe, has partnered with Sustainable Interaction to enhance employee awareness and understanding of problem gambling and safer gambling.

Stanleybet opts for the foundational Responsible gambling course, covering various aspects of problem gambling, safer gambling and legal responsibilities, and an add-on course tailored to the needs of customer service.

The initial employees undertaking the course are based in multiple European jurisdictions where the Group operates including Italy, Romania, Belgium, Cyprus, Spain and the UK. The goal is ultimately to roll out the courses to the entire organisation in the coming years.

A  warm welcome to Stanleybet – we’re looking forward to working with you!

Sustainable Interaction provides ready-made e-learning courses as well as custom designed solutions that cater to the specific needs of your organisation and staff.
Read more about our selection of courses or take advantage of our course demos and see for yourself. 

For more information, please reach out to Johan Brandsten at johan@sustainableinteraction.se

We welcome Paf to our complete solution for Customer Care Calls

Sustainable Interaction has worked with gambling operator Paf for a long time to provide responsible gambling training and services.

Now we’re enhancing our cooperation further by welcoming PAF to our complete solution for Customer Care Calls.

As stated in the Swedish Duty of Care, gambling operators are required to monitor their customers’ gambling behaviour, investigate and take action if they detect signs of problem gambling. Providing customers with Care Calls is one way of meeting these requirements, while at the same time protecting and supporting at-risk players.

What is a Care Call?

A Care Call is a call directed to at-risk players. It can be players who spend over a certain amount, have high deposit/loss limits or display other signs of at-risk gambling behaviour. The aim of the call is to motivate players to a sustainable gambling behaviour.

How it works

• Identify. Our staff works closely with the operator to decide on player segmentation, and what recommendations to offer them. Information about identified at-risk players is sent to Sustainable Interaction via a secured system. 

• Contact. Sustainable Interaction’s team will carry out the Care Call with the customers, summarise it and report back via the system. 

• Report. Depending on the outcome, Sustainable Interaction will either include recommendations for proactive Responsible Gambling measures, or suggest suitable access limitations if signs of problem gambling are detected. The information is shared in the secured application and/or in set meetings.

What we offer

• No loose ends. Communication, documentation and reporting in a single end-to-end solution.

• Save resources. No need to allocate and train internal resources for smaller groups of players and languages. 

• Customer integrity guaranteed.  All data is encrypted and shared in a secured application.

• More than just a call. Offer your customers the best possible experience with our experienced team of Care Communicators. Customers consistently rate calls 4.5 of 5. 

• Compliance made easy. Documentation of all measures allows for structured reporting to authorities.  

The full solution, including the secured system, is at present available to operators with a licence to provide games to the Swedish market. For more information, please reach out to Christofer Hagstedt at christofer@sustainableinteraction.se

British Columbia Lottery Corporation (BCLC) implements GamTest as part of its GameSense program

We’re happy to announce that BCLC (British Columbia Lottery Corporation) is implementing GamTest, a self-assessment tool, as part of its GameSense program. GameSense is BCLC’s positive-play program designed to assist players in making more informed choices. It provides players with information, guidance and support around gambling habits. GameSense aims to improve player-based awareness and decision-making using education, research-based guidelines and best practices including access to player-health specialists online, over the phone and in every casino and community gaming centre in B.C.

GamTest will help provide further personalized GameSense-based resources to players throughout BCLC’s online and physical gambling locations. Learn more at: https://www.gamesense.com/

“GameSense is a widely known and appreciated initiative that is really making a change for players. We're proud to have BCLC choose us as their supplier of a self-assessment test and hope that it will add to the ongoing work in preventing problem gambling among their customers”, says Christofer Hagstedt, Business Area Manager RG at Sustainable Interaction.

GamTest is a validated self-assessment tool for players. It compiles data from the players’ responses and provides personalized feedback and suggestions for what to do to maintain healthy gambling habits.

GamTest is available in a number of languages, will be branded to suit the operator’s profile, and has minimal implementation time.

Sustainable Gambling to deliver training to Coolbet’s customer service team

Sustainable Gambling (affiliate of Sustainable Interaction) has signed an agreement with Estonian gambling operator Coolbet to provide Proactive Care Calls and Motivational Interviewing (MI) training to Coolbet’s customer service representatives. The training will be held by PhD Henrik Josephson and PhD Jakob Jonsson, both resident licensed psychologists and responsible gambling experts with Sustainable Interaction.

“As seen in studies, using Proactive Care Calls as an RG measure can help high risk players reduce their gambling by 30% - a change that appears to last over at least a twelve month period. This benefits both player and operator: the potential harm from overspending is reduced for the player, and the operator will in turn see a reduced churn rate when customers are able to sustain sound gambling habits.”, says PhD Jakob Jonsson, licensed psychologist and RG expert at Sustainable Interaction.  

Proactive Care Calls is an RG measure where high risk players are contacted directly via telephone. The purpose is to investigate whether the player is happy with their current gambling habits, if they want help to make any changes, and to motivate them to make sound choices about their gambling. You can read more about our training in Proactive Care Calls here.

Motivational Interviewing, or MI for short, is a well known and commonly used method for increasing a client’s motivation. MI is an excellent and helpful tool for customer service representatives when talking to customers as it can help limit the risk of conflict, while keeping the customer comfortable discussing their gambling habits.

Sustainable Gambling teams up with CEGO to provide customers with Care Calls

Danish gaming operator CEGO is teaming up with Sustainable Gambling (affiliate of Sustainable Interaction) to provide their Swedish customers with care calls. SI has worked with the method for a long time, and it gained the industry’s recognition when SI’s resident psychologist, PhD Jakob Jonsson, presented his doctoral thesis on the subject of care calls*. This is Sustainable Interaction’s first time providing the care calls as a full service - and the first of its kind in the industry.

Operators who provide games to the Swedish market are required to identify signs of problem gamblers within their player population, and then put adequate measures in place. These requirements are part of the Swedish Duty of Care. The Care Calls provided by CEGO and Sustainable Interaction is one such measure.

The Care Calls are a three step process. CEGO sends information about identified at risk players to SI via a secured system. SI’s team will carry out the Care Call with the customers, summarise it and report back to CEGO via the system. Depending on the outcome, SI will either include recommendations for what proactive RG measures CEGO should take with each customer, or suggest suitable access limitations if there are signs of problematic gambling habits. It’s imperative that the exchange of data is secure and encrypted to ensure the integrity of the customers. 

It’s important to note that these calls are in no way intended to be a form of treatment: it’s a responsible gambling measure provided by CEGO. The purpose is to provide at risk players with an extra layer of support and protection. As shown in Dr. Jakob Jonsson’s doctoral thesis, customers who receive a care call will not only reduce their gambling - they will also stay on as customers and maintain their gambling at a healthier level even 12 months after receiving the call.

The full solution, including the secured system, is at present available to operators with a license to provide games to the Swedish market. For more information, please reach out to Christofer Hagstedt at christofer@sustainableinteraction.se or see here:

*Jonsson, Jakob. Preventing problem gambling: Focus on overconsumption. Stockholms universitet, Samhällsvetenskapliga fakulteten, Psykologiska institutionen, Klinisk psykologi. ORCID-id: 0000-0003-3908-5841