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