Rank Group, operator of the Grosvenor Casinos and Mecca Bingo brands, has launched a new real-time responsible gambling monitoring desk called “Hawkeye.” The system will allow Rank to more quickly identify customer online behavior that may indicate a tendency toward problem gambling.
Hawkeye will run in concert Rank’s real-time player tracking system that has been in place for a number of years, focusing on player behavior patterns.
“We’re very aware that high-velocity play is an area of concern, and that’s why we stepped up our focus on addressing this issue over the course of the last year,” Rank’s director of customer services, Liam Smith, told iGaming Business.
“We are determined to give customers the safest possible experience with us when they play across our digital brands, and the Hawkeye system adds another layer of protection to our full suite of safer gambling measures across the business.
“We’ve made significant strides using artificial intelligence to power our propensity model, which looks to identify potential gambling-related harm, and we’ve also refined our digital affordability framework to assess customers at every stage of their time with us, from registration, through to deposit and withdrawal.”
Smith told the publication that the new system was inspired by trading desks that are able to monitor incoming transactions as they happen. “We’ve been building the desk over a considerable period of time, and it will continue to be refined as we improve our understanding of player behavioral change,” he said.
