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Online Gambling Survey Report
Introduction
Who was surveyed and why
Online gambling operators in EMEA across key business functions including fraud, operations and
C-level engaged within the iGaming Business network. Our Strong Customer Authentication vs.
Customer Experience survey was designed to assess industry sentiment towards, and readiness
for, fraud prevention tools, with the aim of helping stakeholders reduce player friction.
A developing industry
As the online gambling industry continues to grow rapidly across the world, fraud prevention and
player verification technology is at the front of mind for operators, charities, MPs and regulators.
In 2019, these groups have each actively taken a stance on making gambling fairer and safer for
individuals across the UK.
So far this year several regulatory provisions have come to fruition. Most recently, the Minister
for Implementation, Oliver Dowden MP, provided an update on Gov.UK Verify and outlined the
government’s role in enabling the creation of a digital identity market 1 .
This was preceded by the UK Gambling Commission (UKGC) announcement of three new provisions
to LCCP around identity verification, age verification for remote betting, and gambling – including
remote lotteries 2 .
Perhaps now more than ever, it is important to understand how the growth of the online gambling
sector impacts the development of ID verification, digital identity and customer experience. The
latest studies reported 2.2 billion gamers across the globe generated $108.9 billion in revenues in
2017. That’s an increase of $7.8 billion, or 7.8%, from 2016 3 .
But few studies outline and fully understand the lasting impacts of regulations on customer
experience.
Which is more important to your
business: stopping all fraud or
the customer experience?
71% Customer experience
29% Putting an end to fraud
https://www.gov.uk/government/news/minister-confirms-government-ambition-on-digital-identity
http://www.gamblingcommission.gov.uk/news-action-and-statistics/news/2019/New-age-and-identity-
verification-rules-%E2%80%93-changes-to-the-LCCP-from-Tuesday-7-May.aspx
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https://newzoo.com/insights/articles/the-global-games-market-will-reach-108-9-billion-in-2017-with-
mobile-taking-42/
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Online Gambling Survey Report
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