Shaolin Spin

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Satisfaction with existing tools scored an average of 6 out of 10. Co-author Gali Hartuv, CEO and co-founder at WarriorLab described this “middling satisfaction” as “the most expensive kind”.

While VIP managers welcomed AI for prioritising their workload, the report suggested they remained cautious about delegating a final judgment to opaque automated systems. 

The report’s authors noted that VIP managers “are not asking to be replaced” but desire tools that assist by triaging and pointing out priority players, while humans maintain relationship control and make final decisions.

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At Sun International’s Capital Markets Day, the company also revealed it was assessing expansion opportunities in Zambia, Kenya and Ghana.

The company recently launched a new user interface for SunBet in both South Africa and Botswana, and Bengtsson said there was more to come.

“That work is ongoing,” Bengtsson commented. “We had a very strong World Cup, which shows that our sportsbook can handle and can have the capacity to handle larger volumes.

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Finally, the study found that these needs and preferences varied widely by product type. 

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.