In this three-part series, Sonny Cott – operations manager for affordability solutions provider BeBettor – explains one of the most important topics for gambling operators in 2021: affordability.
The previous article in the ‘Demystifying Affordability’ series focused on automation and how operators can implement a layered approach when addressing affordability. It clarified the distinction between initial automated affordability assessments, consisting of non-intrusive, frictionless checks and enhanced affordability assessments that require additional, sensitive information from the customer.
This final article of the series will consider affordability from the customer’s perspective. This means balancing what would be considered to be a convenient and justified way of assessing affordability at different stages in the customer journey and what could be deemed to be overly intrusive and an infringement on civil liberties.
Focusing on the customer
Both the Gambling Commission and ope..