Since 2012, our Player Safety – Early Detection System (PS-EDS) provides data that alerts our Responsible Gambling team if a customer shows signs of harmful behaviour. Combined with technical solutions, our team of specialists works on follow-up manual assessments after automated detection by PS-EDS on the higher risk levels.
How it works – our methodology
Kindred and leading researchers have for years worked in tandem to develop an approach that can accurately identify harmful gambling behaviour. We have explored various scientific models over the years and that is how the current version of our player monitoring system, Player Safety-Early Detection System (PS-EDS) came to life.
The PS-EDS technology applies an algorithm based on the fifth edition of a well-known mental health classification model called the Diagnostic and Statistical Manual of Mental Disorders (DSM-5). DSM-5 is, more specifically, a diagnostic criteria documentation that allows us to take behavioural indicators into account. Simply put, each indicator of harmful behaviour is translated into corresponding data points.
The behavioural data points are blended with complementary financial data, in total PS-EDS takes 27 features into consideration. By combining DSM-5, web analytics and risk calculations, the PS-EDS has evolved and is today allowing for even better detection of harmful gambling online.
To increase transparency behind the thinking that led to the new version of PS-EDS, we have published a research paper that was thoroughly peer reviewed, which describes the thinking behind PSEDS. Further papers are planned to increase transparency and analysis on the system.
https://www.youtube.com/watch?v=KklWksJKRT4
Putting our system into practice
Combined with technical solutions, our team of Responsible Gambling analysts works on follow-up calls after automated detection by PS-EDS. For each customer detected, they profile the online gambling behaviour, determine the risk level, and advise on harm-reduction measures, keeping in mind that each player is different. This ensures assistance is in line with the risk level. If a customer is detected showing low risk, we rely on automated interventions in the form of a pop-up message to create awareness and educate the customer on responsible gambling by encouraging the use of responsible gambling tools. As the risk increases, we take a more tailored human approach, and for high risk, we rely on more restrictive measures.
Our assistance packages need to suit the general gambling and entertainment culture in each of our markets. We always offer what local gambling regulations require or recommend, and often go further, offering permanent self-exclusion and, in severe cases, closing the account ourselves. For younger players (18-24-year-olds), we increase the use of control tools and tailor our approach to include education on responsible gambling.
Low/moderate risk | High risk | |
Criteria | Player 1 | Player 2 |
Escapism | ✕ | ✔ |
Bailout | ✕ | ✔ |
Withdrawal | ✔ | ✕ |
RSR | ✕ | ✔ |
Tolerance | ✕ | ✕ |
Preoccupation | ✕ | ✔ |
Loss of control | ✕ | ✔ |
Chasing | ✔ | ✔ |
Score (out of 8) | Risk indcators < 6 | Risk indcators ≧ 6 |
Guiding principles – understanding PGSI and DSM-5
Our player monitoring system, PS-EDS is all about reaching out to players before a harmful behavior is established. The system combines the principles of PGSI and DSM-5, which we introduce in more detail below.