Ahead of SBC Summit and the Affiliate Leader Summit, Iris den Boer, Consultant at Deal Me Out, emphasised her belief that sustainable online gambling depends on the use of reliable and well-designed technology.

She provided insights into the key technological innovations that are advancing player protection efforts, but warned that while it is important that operators and regulators tap into the latest tech, it must still be paired with informed human judgement.

iGaming Expert: Why is it so crucial that operators tap into the latest tech when it comes to ensuring player safety?

Iris den Boer: Sustainable online gambling depends on the use of reliable and well-designed technology. With so much data available, modern tools like real-time behavioural analytics, machine learning, and biometrics can help us move from reacting to issues to identifying them early. These technologies allow for consistent, accurate, and scalable risk detection.

It’s important that operators and regulators work together, using research to understand valuable early indicators of risk, and ensure the systems in place are able to detect them effectively. Early intervention supports safer play and shows that the platform is taking its responsibility to customers seriously in a practical, visible way.

How vital can tech be in creating an overall picture of the player?

In an online environment, protecting players isn’t possible without data that shows their play pattern, how much time and money they spend and highlights early risk indicators. We depend on this information, and it’s vital to collect it carefully and use it responsibly. Having access to so much data about player behaviour is a big opportunity to improve protection, but it also comes with the challenge of focusing on what matters and interpreting it correctly.

To me, the most important insight comes from understanding how a player’s behaviour changes over time. Is their play steady and consistent, or are there sudden increases or erratic patterns that could signal a problem? Early warning signs and timely interventions are crucial, but real understanding comes from combining monitoring with open dialogue, matching what the player explains about their experience with what their behavioural data shows. It’s the casino’s responsibility to analyse this data in a way that supports protection that’s both effective and proportionate. After all, the goal is to use this information to help players in the best way possible.

What steps can be taken to balance human intervention and automation in the player protection journey?

Technology should support human judgment, not replace it. Responsible Gaming analysts could never detect issues at the same speed and scale as automated systems. With so many customers, we rely on data and automation to filter player issues across different risk categories. But naturally, it still takes human interpretation to perform a thorough risk analysis, with the empathy and understanding only people can provide. Systems can spot risks quickly, but it’s trained staff who make the real difference in deciding how to respond.

That means having clear processes, investing in proper training, and embedding ethics into the design and use of technology. Technology can flag when something might be wrong, but it’s human care that decides what happens next. Finding that balance is important; that is why skilled analysts are invaluable in this process, and a humanistic approach will always play a key part in player protection.

What are the key protection tech developments that have come out in recent times to shift the industry?

The progress we’ve seen recently around early detection and, importantly, early intervention, has been really good. We now have tools that spot risky behaviour much earlier than before. Advances like natural language processing help identify signs of distress in how people communicate with support teams. AI is making affordability checks smarter and less intrusive, while self-exclusion tools, like the successful Betblocker platform, are becoming more effective across multiple sites.

There’s also an innovative shift toward using mindfulness techniques and gamification, not to encourage more play, but to help people make safer choices, reflect, and decide consciously whether to keep playing or take a break. All these developments signal a positive, holistic move beyond simply ticking compliance boxes, embracing innovation that drives genuine responsibility and recognises that player protection is always evolving.

Are there steps that regulators should take to ensure they keep up with new tech available to operators to ensure that the best approach is found to player protection?

Regulators need to stay up to date with both technology and research to avoid holding back progress. This means having people who understand new tech, maintaining close connections with industry innovators, and creating rules that can adapt as things evolve. Regulatory sandboxes can provide a safe space to explore innovative tools and ideas.

Collaboration across regions can also reduce duplication and help set clearer standards. At the same time, it’s important to remember that factors like demographics, cultural attitudes toward gambling, and local market differences influence study outcomes on effectiveness in player protection. Even if a standard works well in one place, not every casino or market is the same, and each faces unique challenges that require tailored approaches. Ultimately, the effectiveness of technology and how it’s used depends on how well regulators understand their markets, customers, and casino games, and how they apply tech tools to best support player protection.

Are there any markets that you believe have gotten it right in terms of the framework around player protection and what are the key lessons to be learned from these frameworks?

Several jurisdictions have taken commendable steps. The UK, despite its challenges, has set a high bar for data-driven risk identification and affordability checks. Sweden’s Spelpaus system is a strong example of centralised self-exclusion. And some emerging markets, such as Ontario, are embedding safer gambling principles into their licensing frameworks from the outset, rather than as a retrofit. The key lessons are threefold: embed protection early, collaborate across sectors, and ensure that frameworks are adaptable. One-size-fits-all approaches are no longer fit for purpose in a rapidly evolving global industry.

How excited are you about the SBC Summit in Lisbon?

I’m excited about the SBC Summit in Lisbon. To me, SBC events are more than just a conference; they’re a chance to bring together the industry, to share ideas, question the status quo, and find real solutions. Lisbon feels like the perfect place for this, given its growing role in the tech and gaming world. I’m excited to be part of it once again. I’m looking forward to the conversations that will shape policy, build new partnerships, and, most importantly, help evolve player protection.

Why do you believe that it is so crucial the industry unites to talk around major subjects within the industry?

The key challenges are found within opportunities we can address on topics, such as player safety, data privacy, and sustainability, that are not confined by borders or competitive interests.  Meaningful progress requires open dialogue and a shared sense of responsibility. It’s about moving beyond minimum compliance to collectively raising standards. When the industry aligns around the common goal of providing safe, fair, and responsible entertainment, it builds trust. This trust is essential for long-term success and credibility with players, regulators, and the wider public. Sustainable change is only possible through coordinated effort.

Source