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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.
Respondents identified several priorities for improving VIP operations. These included an integrated system combining player data, communication history and task management.
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Earlier this year Merkur Group agreed to acquire the slots provider White Hat Studios. Merkur said the acquisition, which is subject to regulatory approvals, would “further accelerate” its US expansion, complementing its 2025 purchase of the Nevada-licensed supplier Gaming Arts.
Framing the acquisition as the latest step in the company’s online expansion, Merkur supervisory board Chairman Michael Gauselmann stated: “Having made early inroads into the online space in Europe via our Blueprint acquisition in 2012, I am delighted by this latest development and am confident that White Hat Studios will be a great addition to our group.”
In recent weeks, the gambling sector paid tribute to Paul Gauselmann after the Merkur Group founder passed away at the age of 91.
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The MGA also found that only a small number of respondents had fully established AI risk assessment processes or incident-response plans.
Speaking at the launch event, MGA CEO Charles Mizzi emphasized that the framework is meant to foster progress rather than stifle it.
“Our role as a regulator is not to stand in the way of innovation, but to help create the certainty and confidence needed for innovation to flourish responsibly,” Mizzi said.
