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A recent study revealed that VIP account managers in the online gambling industry predominantly depend on spreadsheets and manual decision-making tools rather than specialised automation or AI systems. 

This reliance places many high-value players at risk of “silent churn”, where VIP players become inactive without warning, posing a significant challenge for operators.

The report, titled The State of VIP Operations, was compiled by The Playa in collaboration with Gaming Operations Academy and WarriorLab.

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Its noisy and crowded parlours, he notes, do little to attract Japan’s critical demographic of women aged 40 and over. They “do not find pachi facilities comfortable or appealing”.

Given that women account for nearly 60% of gaming customers in the US, Klebanow argues that Japan’s IRs should instead offer environments where this demographic feels “safe and comfortable”. The key lesson from pachinko, he concludes, is therefore “not to create gaming environments that mimic them”.

Ultimately Leckert remains positive on Japan’s IR opportunity. “Stringent regulation really supports a strong industry,” she says. “I don’t see those being at odds with one another, because it’s been done very successfully elsewhere.”

About Reel Illusions Dream Drop

Framing the acquisition as the latest step in the company’s online expansion, Merkur supervisory board Chairman Michael Gauselmann stated: “Having made early inroads into the online space in Europe via our Blueprint acquisition in 2012, I am delighted by this latest development and am confident that White Hat Studios will be a great addition to our group.” 

In recent weeks, the gambling sector paid tribute to Paul Gauselmann after the Merkur Group founder passed away at the age of 91.

Kathryn covers bitesize breaking news with a primary focus on EMEA and US legislation. A proud North Walian, fluent Welsh speaker and lifelong Wrexham FC fan – long before Hollywood came calling.