Buffalo Ice

How to play Buffalo Ice

Participants outlined several improvements. Of note were clear and simple financial disclosures, including real-time loss displays and transparent explanations of promotional wagering conditions.

The participants suggested timely and relevant interruptions as well as enhanced onboarding processes and in-game assistance, which could include free-play modes, easy access to concise game rules and AI-driven help to clarify complex terms.

For land-based venues, unobtrusive and empathetic staff checks to identify signs of distress without creating a sense of surveillance was suggested.

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Alongside its warning on MGD, Entain revealed it had embarked upon a consultation process that may lead to the reduction of around 400 customer care roles from its 2,000-strong UK team. 

According to David, the step forms part of Entain’s broader initiative to streamline operations, increase efficiency and improve customer experience, with the company aiming to create centres of excellence across locations.

“The proposed changes are being made to ensure our business remains competitive, financially resilient and well positioned for the future as our sector faces an increasingly challenging operating environment,” David said.

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Given that women account for nearly 60% of gaming customers in the US, Klebanow argues that Japan’s IRs should instead offer environments where this demographic feels “safe and comfortable”. The key lesson from pachinko, he concludes, is therefore “not to create gaming environments that mimic them”.

Ultimately Leckert remains positive on Japan’s IR opportunity. “Stringent regulation really supports a strong industry,” she says. “I don’t see those being at odds with one another, because it’s been done very successfully elsewhere.”

Japan’s ability to lure back the world’s biggest casino developers will hinge on the regulatory framework the government unveils later this year, says Klebanow.