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The report’s authors noted that VIP managers “are not asking to be replaced” but desire tools that assist by triaging and pointing out priority players, while humans maintain relationship control and make final decisions.
Respondents identified several priorities for improving VIP operations. These included an integrated system combining player data, communication history and task management.
Respondents also requested structured and consistent guidelines with key performance indicators aligned to relationship outcomes. Real-time, detailed data alongside predictive behavioural signals also came up as a frequent answer.
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Finally, the study found that these needs and preferences varied widely by product type.
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.
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However, further tests found that while using a VPN, Spectrum could not access Evolution’s games in the sanctioned markets of Iran, Sudan and Syria, despite claims to the contrary made by Black Cube in its prior report.
“When we attempted to play games in those locales using VPNs, we were repeatedly denied access,” Spectrum states. It therefore said it found the allegations linked to these countries were “unsupportable and lacking credibility and proper foundation”.
Spectrum found that BitCasino.com and Stake.com were knowingly offering its games in these banned markets, which were specifically prohibited within their contracts with the supplier.
