19th International Conference on Gambling & Risk Taking

That concludes Global Gaming Insider's coverage of the 19th International Conference on Gambling & Risk Taking! For additional insight and a deeper look into the most prominent discussions, check out the links below. 

▶️ Day one

▶️ Day two

Zhang believes gambling can become "psychologically functional," and that "recovery support must exist during vulnerability." The Incumental Founder & CEO concluded the panel by stating how "optionality" defines responsible gambling, as the "main challenge" is providing accessibility in the "moments of decision" to continue playing.

We can do all the training, but ultimately, you have to make the choice.

On the "moment of decision," Zhang stated the choice to gamble is "rarely impulsive" but

emerges from a cascade of psychological states and environmental conditions.

Zhang believes "technology has become increasingly effective" in responsible gambling, whereas recovery support systems are a "field that needs to be taken more seriously." 

The gap between gambling environments and recovery support is not merely structural, it's psychological. Insight alone does not produce change. The field can underestimate the power of information alone.

Hewage believes responsible gambling advertisements are "buried" behind efforts to push players toward betting. The University of Memphis Assistant Professor cited studies which found a "RG communication gap," as well as that 71% of active bettors cannot remember specific responsible gambling advertisements. 

On areas to improve, Robinson noted interactions felt "less natural" for certain staff members, while "barriers" remain in convincing players they are in need of safer gambling resources.

Training alone is not sufficient. Promoting safer gambling is promoting guest experience. What the evaluation shows is not a gap in knowledge. It is a shift in application.

Robinson believes an "automatic ceiling" can develop when operators resist letting responsible gambling practices become a "culture primer." They continued by stating operators had "legitimate skepticism" in Robinson's healthy play model, but eventually "improved trust" by years three and four of the cycle. 

The responsible gambling panel will feature JR Consulting Managing Director Jay Robinson, University of Memphis Professor Jim Whelan and Assistant Professor Ganga Urumutta Hewage, Incumental Founder & CEO Michael Zhang and UNLV Assistant Professor Marta Soligo. 

Dalal continued:

The most important issues now are responsible gambling standards, advertising oversight, AML controls, illegal offshore operators, Tribal-state boundaries and the rise of adjacent products such as sweepstakes-style gaming, social casino and prediction markets. US gaming will continue to grow, but regulatory control will become harder as product innovation, payments, data and cross-state consumer behavior move faster than traditional state-level frameworks.

Global Gaming Insider was able to catch-up with future contributor and GamingMarkets.com Founder & Publisher Oren Dalal, who offered his view on the most prominent challenges to US gaming regulation. 

Dalal said:

The main challenge for US gaming regulation right now is fragmentation. The US is not a single gaming market. It is a state-by-state structure, with different rules across sports betting, iGaming, Tribal gaming, commercial casinos, payments, advertising, responsible gambling and enforcement. That creates a difficult operating environment. Operators are trying to build activity at scale, while regulators are trying to maintain control. That tension is becoming more visible as the market expands.

Following a short lunch period here at the 19th International Conference on Gambling & Risk Taking, Global Gaming Insider will be heading to a Responsible Gambling panel on culture and best practices!

Hebert concluded the panel by advising those in attendance to "stay adaptable" and "build relationships." The Chairman shared that he's "heavy" on collaborating, since "we're always better together."

Hebert spoke on how he is "very optimistic" for gaming's future, highlighting collaboration which stemmed from the "bombardment" of sports betting advertisements. Dreitzer, "from a Nevada standpoint," believes the state can "routinely reinvent itself to reach higher heights." The Nevada Chairman also shared that he will remain "eternally optimistic because of the people" involved with gaming. While Dreitzer stated there will "always" be bad actors in the US, he spoke to the "admirable" job of operators and suppliers to remain "transparent," which will "help us overcome any challenge." 

On prediction markets, Dreitzer said:

We have to, as an industry, have standards. That's not regulatory capture, that's not over-regulation. So when this wholesale creation comes about, we have to stand up to it. We have to look it in the eye and say 'this is sports betting.' We're very consumer friendly, but it has to be done in a responsible way. The standards we have are there for a reason, they're there to protect people. Now is the time to be heard on this issue, to stand up and say 'no, this is not being done in the right way.' We want prediciton products in Nevada, but do it the right way. Do it so there won't be insider betting stuff, do it so I can't be 14 and betting, do it with integrity. If we don't stand up for it now what will happen when this thing keeps going? When does it end?

Hebert:

We are the ones who have to protect those indivuduals. We're at a crossroads and the time to stand up is now.

Dreitzer spoke on how the Chairman position can be seen as "iconic," but it's his job to not get "caught up" and "act with arrogance or ego."

I don't care what you call me, but look to see how I approach things. Those things don't mean anything, it's about what you do and how you treat people.

When asked about misconceptions for gaming regulators, Hebert said the biggest one is

we're here to say no, or to prevent growth, but nothing could be further from the truth.

We want you all to do well. I do hear the comments about how regulators are too tough on the industry, but I think communication is key and that's a misconception in the industry.

On the biggest adjustments to becoming LGCB Chairman, Hebert stated he "owes an apology" to every Gaming Control Board Chairman he previously encountered. Hebert shared the appointment forced him to take a "wider" view of the industry, given "everything we do has an implication." The Chairman also spoke on the "diversity of verticals" in Louisiana, leading to a lack of "one size fits all" regulation.

We have to be able to adapt, we have to be able to learn on the fly a lot of the times. Having all those verticals is a blessing and a curse. These different verticals are very protective of their territory. We don't want to show any favoritism to any of those verticals, however, it is our job to set the record straight.

Hebert:

I didn't find gaming, gaming found me. Success in this industry is about attitudes. I remember an environment that was toxic in how our department regulated, perhaps a cause of past corruption. I don't think we treated the industry with the right respect. Regulation is about balance. We have an obligation to protect the public, but we have to do it in a way that allows our operators to operate successfully. There are dire consequences if you don't treat the industry with the respect it deserves.

Dreitzer:

Regulators have to be accountable to licensees, it has to work both ways. If you lose that balance, nothing good ever comes of that. We act with promptness, not endless white papers. It's a crucial balance that regulators can lose sight of.

Next up on the agenda is a regulatory discussion with NGCB Chairman Mike Dreitzer and LGCB Chairman Christopher Hebert. While Dreitzer had no comment on the Caesars-Fertitta transaction, he expects the deal's terms to "take some time" prior to finalization. 

Howard stated a "misconception" of the industry is operators "don't want" players to win, while Khoury stated they just don't want players "to win too much." Howard believes if that were true, players would "just never show up."

Khoury recalled how a player he involuntarily banned from Wynn Las Vegas' casino floor used AI to create a fake doctor report in an attempt to return to the property. Howard agreed that Wondr Nation has noticed the "patterns" of AI being used for negative purposes, but confirmed the operator uses automated tracking to discover problem gambling prior to it becoming a "significant risk factor." Khoury stated "good people are doing bad things" due to problem gambling, citing how it's "very hard" to approach a gambler about the issue in US casinos. 

On AI, Howard said:

At it's core, I feel like AI is an enabler. I don't see it as something that will replace what people do. For us, it starts with understanding all the core pieces of it. From an iGaming perspective, I see an opportunity, but a lot of now is learning. The more we research, the more we realize how little we know.

Khoury:

It doesn't replace human judgement. Somebody still has to review information and make those decisions. There's also a nefarious side to AI. You're asking customers to provide information and they're using AI to create it.

On how she collaborates with her team on compliance issues, Howard confirmed Wondr Nation has maintained a "standing pace" of working to solve threats such as prediciton markets. Speaking on how "all Tribes aren't created equal," Howard believes "you need to be willing to learn" about a community's culture and history prior to "laying the foundation." Khoury followed by stating "every casino in Nevada" had a seat at the table when the NGCB issued heightened AML requirements, and spoke to how "critical" it is for operators to maintain an "open dialogue" with regulators. 

Regulators are not scary people. Ultimately they want to do the right thing and I think that's the thing people forget. It's doesn't matter what name is on the top left of your paystub, the objective is the same.

Khoury:

I don't feel pressured in my role ever. A lot of the decisions made 10-15 years ago, and those which have resulted in enforcement action, came because compliance felt pressured to make a decision a certain way. As soon as your compliance officer feels that way, it's time to go.

Howard responded by describing compliance as a "sound board," given the department "covers so much more" than most believe in gaming. The Wondr Nation CEO shared that if her general counsel "billed by the hour," they would be "billionaires." Khoury believes those on the C-Suite level shy away from the "tension" of disagreeing with CEOs, whereas the Wynn Resorts Chief Global Compliance Officer "wants" those types of conversations. 

Howard began the panel by stating her career "mirrored the progression" of gaming's expansion. Describing her "360" view of the industry, Howard also highlighted the "full circle moment" moment of her career once she began working in Tribal gaming. 

Global Gaming Insider is back on hand for the final day of the 19th International Conference on Gambling & Risk Taking! Following a short breakfast period, we'll be heading to a Candid Conversation on C-Suite executives with Wondr Nation President & CEO Anika Howard and Wynn Resorts Chief Global Compliance Officer Omar Khoury. 

That wraps up Global Gaming Insider's first day of coverage for the 19th International Conference on Gambling & Risk Taking. We will be back at the Bellagio Hotel & Casino tomorrow for more live updates and insight into the most prominent topics discussed at the show. 

Smith described prediction markets as a "floodgate waiting to open," and confirmed the UK "knows it's coming." NGCB Member George Assad told Hollander he disagreed with the regulatory process of New Jersey to fight back against prediction markets, although Hollander was only able to refer Assad to the state's Attorney General's Office for answers. 

Hollander believes consumers may become "antagonistic" toward gambling advertisements due to the "overstimulation" which has formed since PASPA's repeal. Brody believes it has become easier for people to "misrepresent" who they are, which can only be solved by "adequately tracking the funds."

Brody:

One of the areas of data that doesn't get considered enough is contact data. I've listened to some very powerful calls where a player explains the problems they're having, only to call minutes, hours or days later desperate to play again.

On Esports integrity, Smith said:

There's no central point of authority within Esports and this is a major problem. There's an overall governance issue which is unique to Esports and that's an industry problem.

When asked whether collaboration between state regulators has been "growing," Jacobs commented on how "opportunities" still remain. Building off the point, Smith considers the lack of cohesiveness as a "major failure" for the industry, one which extends to international gaming regulation as well. Smith:

We don't see regulation doing what it's supposed to do because everything takes too long. It's too bureaucratic. That makes no sense to me at all.

On the Tribal side, Jacobs confirmed it's a "true partnership" between gaming entities and state regulators, but not to the point legislators "overstep" their authority. Brody shared that product approvals can be viewed as an example of where regulation "works well," whereas questions surrounding geolocation enforcement serve as a reminder of where improvement is still required. 

While Smith is a "firm believer" in regulation, the Esports Integrity Commissioner wants the industry to "remember why it was created" in the first place. Smith stated gaming regulation's expansion has been "interesting, but not helpful," given the amount of differing opinions which have been formed over various topics. 

Hollander began the panel by (unbiasedly) stating New Jersey has the "best" regulatory practice, although the Assistant Racing Commission Director still carries ties to UNLV. Brody responded by sharing how Nevada "set the bar" for gaming regulation, and highlighted the state's commercial expansion in businesses such as grocery stores and gas stations. 

Global Gaming Insider now heads to a panel on Gaming Regulation and the relationship between operators and regulators, featuring New Jersey Racing Commission Assistant Director Jordan Hollander, Esports Integrity Commissioner Ian Smith, Silver Garden Entertainment Founder and CEO Steven Brody and Yuhaaviatam of San Manuel Nation Director of Operational Compliance Ron Jacobs. 

Despite emphasizing "patience" with sports betting, Millman referred to his success betting on the most recent Super Bowl, when he "emptied the account" on the Seattle Seahawks to win by at least 21 points. Unfortunately for Millman, the Seahawks failed to cover the 20.5-point spread, leaving him with ridicule from friends who tailed the wager. 

Maldonado:

This is the direction I wish to see sports betting go. More balance between the content creators, what a consumer sees on TV and the bettor themselves.

Maldonado stated bettors need to have the "same emotional control" over losses as they do wins, even while Millman spoke on how US bettors are more interested in "getting rich quick." Maldonado also commented on how gambling content creators "need to hold the responsibility" of potential safe gambling concerns. Millman spoke to the "failure" of media organizations in forcing analysts to make predictions, even if they don't feel confident in doing so. 

Millman recalls how his sports betting experience began when a fellow writer passed off a story on Las Vegas bookmakers, while Maldonado's time on the poker tables eventually led to her becoming "addicted" to learning more about the industry. 

While attendees of the 19th International Conference on Gambling & Risk Taking enjoy lunch, a candid conversation on sports betting is set to kick off shortly, featuring The Volume podcaster Chad Millman and ESPN Betting Analyst Pamela Maldonado. 

McGowan began his portion of the panel by speaking on the relationship between sports betting and casino gambling.

If you look at all the research I've done over the years, it's the revenue the government  wants from gambling. So how has the explosion of sports betting affected casino gambling?

Using Sky Bet's "For the Fans" campaign as an example, Johnson noted the "selling of nostalgia and authenticity," where "betting becomes implicitly legitimized." Believing gambling risks are "masked under the guise" of tradition, Johnson commented on how Sky Bet "subtly" urges consumers to bet or else "they aren't as much of a fan."

Commenting on how UK sports betting advertisements construct the "real fan" gambler, Johnson described the current relationship between sports betting and marketing agencies as "symbiotic." Johnson believes gambling advertisements "work to hide risk" and present gaming as an opportunistic environment. 

Xu begins the panel by analyzing slot machine vlogs, or video blogs, and how gambling has found a "home" on social media. The UNLV researcher discovered main themes from over 150 videos, including betting strategy, game features & mechanics, audience communication practices and real-time gambling reactions. Over 90% of the videos studied by Xu failed to include responsible gambling messaging, while only 1.8% featured explicit messaging. 

Global Gaming Insider now heads to the Marketing: Media Representation & Consumer Perception panel featuring UNLV IGI Postdoctoral Researcher Tiange (Patrick) Xu, University of Nottingham PhD Researcher Eleanor Johnson and Boston College Professor Richard McGowan. 

When asked whether certain gaming companies could develop in-house AI models, Foster shut down the idea, believing the cost is too high for operators to acquire pre-established infrastructure. On AI in customer support, Miller stated his previous operator found that the use "uncovers a lot of other problems."

The former Rio Hotel & Casino President and CEO believes a "committee" approach to AI will be needed in gaming, including collaboration between operators, suppliers and state governments. Fisher followed by stating attempts to push AI forward too quickly can lead to more "restrictive operations," while Kobashigawa stated "we'll see what the future holds" as AI continues to evolve. The Fontainebleau executive went on to say companies need a "cross-section" of support with AI, but the consumer will still "ultimately tell us where we're going."

Speaking on augentic AI, Foster stated it is not about "replacing the human," but letting workers focus more on hospitality and guest experience. Agreeing with Foster, Kobashigawa said AI is about "bridging the gap" between guest hospitality and finding solutions to operational difficulties. Foster continued by speaking on how it's hard to "plant your foot" in AI implementation, while Kobashigawa confirmed Fontainebleau continues to sort through the "fact or fiction" of automated practices. 

Miller, having departed Rio Hotel & Casino Las Vegas in April, shared there's still "optimism" from land-based operators to implement AI to a higher degree, but a "caution" to ensure it's being done in the "right way." Believing there is no "best practice" to launching automated operations, Miller said consumers are moving "way faster" than gaming entities in using AI on a day-to-day basis. 

According to Swinehart, the top three "barriers" of AI adoption include knowledge & training gaps, resource & budget constraints and technical limitations. The study found 37% of gambling organizations are still in the development stage of AI implementation. Approximately 64% of companies have either failed to begin using AI in responsible gambling efforts or are still in the early stages of development. 

UNLV IGI Graduate Research Assistant Melissa Swinehart reviews the industry index portion of the AI in Gaming study, finding a gap of 14 percentage points between AI maturity for online gambling operations and land-based verticals. 76% of companies stated the "top driver" of AI implementation is to reduce costs and improve efficiency. 

First up on the agenda for Global Gaming Insider is a State of AI in Gaming panel led by regular contributor Rick Arpin, KPMG US Gaming Leader & Las Vegas Managing Partner. The discussion will feature Rio Hotel & Casino President and CEO Patrick Miller, Fontainebleau Las Vegas SVP of Marketing and Innovation Lori Kobashigawa and Station Casinos Chief Information Officer CJ Foster. 

Global Gaming Insider's coverage of the 19th International Conference on Gambling & Risk Taking will begin on May 27, so stay tuned for live updates and the most prominent storylines from the show!