Consumer protection showcase: Grainne Hurst, Entain

Entain’s Grainne Hurst believes the gambling industry has taken significant steps forward to enhance player protection in the past year. Among the many examples she picks out are the sector’s calls for a gambling ombudsman, increased funding, and investments in projects to educate young people, students and parents.

For Entain, the biggest development was Advanced Responsibility and Care (ARC), through which it aims to provide a tailored player protection system.

Using a mix of technology, artificial intelligence and behavioural data, supported by academics and those with lived experience of harm, it aims to identify the signs of potential problems.

This allows the operator to spot the signs of problem play early, intervene and guide them to moderate their gambling. If they don’t then Entain can modify it for them. It’s all done in real-time, so as and when the problems are spotted, it can take action.