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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.
Participants outlined several improvements. Of note were clear and simple financial disclosures, including real-time loss displays and transparent explanations of promotional wagering conditions.
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Tim Miller, who resigned from the UK Gambling Commission earlier this year, has stepped down from the GREF board and has relinquished his role as treasurer.
Miller served on the forum for several years and was a key UK figure during a period when the Gambling Commission implemented extensive reforms to online gambling regulation and affordability checks. GREF expressed its gratitude for Miller’s contributions during his tenure.
Jean-Michel Costes has also left the board after concluding his role at France’s Autorité Nationale des Jeux (ANJ).
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When asked what issue requires the most attention, Kesitilwe highlights underage gambling, especially as mobile penetration in Africa continues to soar.
Particularly concerning to Kesitilwe is the amount of gambling advertising in sports-related content.
“At a break or at half time you see 10 to 20 [gambling] adverts,” he says. “It’s come to a point that oftentimes I even hear my kids singing [gambling adverts]. They’ll just keep asking, ‘But Daddy, what is this? What does this mean?’