AGA Panel Discusses Shifting Culture Toward Player Protection

The American Gaming Association gathered industry voices on September 24 for a responsible gaming webinar that tackled how new technology and product design are reshaping safer play. Moderated by AGA SVP of Strategic Communications Joe Maloney, the session brought together panelists from Aristocrat, OpenBet, Sportradar, and the Responsible Online Gaming Association (ROGA).

Good to Know

• 84% of Americans know responsible gaming tools exist, according to AGA data.
• 88% believe safer gambling practices should be promoted across the industry.
• Sportradar announced Underdog Fantasy will be the first US operator to adopt its Bettor Sense technology.

Maloney opened the conversation by noting that responsible gaming has moved beyond awareness:

“As product innovation around the gaming industry continues to grow, so has our ability to innovate responsible gaming.”

Aristocrat’s Tasos Dagkos explained that suppliers are shifting their thinking:

“The most significant change I’ve seen is RG going from a compliance obligation to something that requires innovation in its own right,” he said.

Dagkos added that while some still fear RG features reduce revenue, many now see the opposite: “RG features can increase retention from players, especially as developing RG practices continues to become an expectation from supplier’s consumer bases.”

Tackling Stigma Around RG Tools

OpenBet’s Jess Feil and ROGA’s Dr. Jennifer Shatley discussed how players often associate using RG tools with problem gambling. That stigma, they argued, prevents wider adoption.

Dr. Shatley pointed out:

“Having these RG tools in place is one thing, but having tools which people actually use is completely different. Most players will set limits or recognize the tools in place, but the stigma of believing utilizing these tools means you have a problem still exists.”

Both emphasized the need to design features that feel natural and useful, not punitive, so players engage with them as part of normal gameplay.

Data-Driven Player Protection

Sportradar’s Tom Mace described how diagnostics such as betting behavior and speed-of-play metrics are now fundamental to operators. He highlighted the company’s September 24 announcement that Underdog Fantasy will integrate Sportradar’s Bettor Sense platform.

Mace said:

“Player protection is not just a product, and the outputs seen from technology such as Bettor Sense need to be integrated within a company’s operations.”

He also acknowledged the complexity of balancing the needs of regulators, operators, and players:

“Conflicts between regulators, operators and players drive the complexity of the RG space. It’s certainly a balance, and we can’t suit all needs, but we can help the end user and operator be assured they are using a safe and reliable product.”

The Challenge of Fragmented Regulation

Dagkos raised concerns about navigating state-by-state differences in regulation, noting even small variations can force design changes in individual titles. He also admitted that not all technologies are easy to adapt into new practices, despite the industry’s push to drive the RG agenda forward.

Dr. Shatley warned about locking ineffective measures into law:

“My concern is once something is immortalized within regulation, it’s extremely difficult to have it changed even if it isn’t working or is having the complete opposite effect of what you intended.”

She advocated for a more comprehensive, science-based approach that moves away from quick diagnostics and toward holistic player protection.

Industry Culture Shifting

Feil closed by stressing that regulators increasingly demand proof that operators are taking responsible gaming seriously:

“We all want to do more than the minimum, but a regulator will actually make you prove it.”

She added that despite different approaches among companies like OpenBet, Sportradar, and ROGA, the wider culture has clearly shifted. Operators are now actively seeking end-to-end solutions where responsible gaming sits at the core of business strategy.

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