At Kindred, a high risk player is defined through three integrated processes:
- Someone who tells us they have a problem: A player who has disclosed to Kindred that they have a gambling problem is considered as high risk player.
- Someone who excludes him-/herself: A player who self-exclude themselves for six months or more on our brand website(s) is considered as a high risk player.
- Someone who is detected by our player monitoring system: A player who has been detected by Kindred’s player monitoring system, PS-EDS for highest risk.
As situations in life may affect our behaviours under a constrained period of time, it is not unusual that customers fluctuate between the different risk groups. This is also the reason why we compare the customer behaviour within 30 days before detection against 30 days following detection. If the behaviour decreases in risk, based on these behavioural indicators, we consider the player to have come back to a healthier level of gambling. If the behaviour increases, the Responsible Gambling team interacts proactively.
Sustainable players
- We want all of our customers to remain within the sustainable part of the continuum and we work proactively to keep them there.
- Social gambler
- Low risk ⇆
- Medium risk ⇆
Sustainable customer relations allow for:
- Sustainable growth and loyal customers
- High profitability
- High legitimacy and market access
Harmful players
- We want zero revenue from high risk players.
- High risk ⇆
Unhealty customer relations equal:
- Decline in revenue
- Low profitability
- Low legitimacy and market access