Canada
New Approaches to Mitigating High-Risk Play: Responsible Marketing
Guardrails are often put in place to keep people within safe boundaries and to prevent harm. Can the notion of player-health ‘guardrails’ help evolve how gambling products are marketed to mitigate high-risk play and improve player-health outcomes?
Three panellists recently joined Dr. Jamie Wiebe, BCLC’s Director of Player Health, to examine this question during BCLC’s New Horizons in Responsible Gambling pre-conference session, Responsible Marketing: Establishing “Guardrails” for Safer Play.
Panellist Floris van Driel, Nederlandse Loterij Responsible Gaming Specialist for Sports Betting and Casino, shared Nederlandse Loterij’s approach to integrating responsible marketing into online gambling, which became legal in the Netherlands on October 1, 2021.
The Nederlandse Loterij team scores and advertises each game by risk level. Games rated with a very high-risk score are not promoted at all in television or social media advertising and similarly, high-risk players are excluded from receiving any marketing materials. Additionally, van Driel’s team looks at player behaviour and classifies players into different risk categories to better understand how to market games to each segmented group.
“We are looking at high-risk players, and the types of games they prefer, to understand if we should be more restrained when promoting these types of games,” van Driel explained during the New Horizons session. “It’s really about using specific customer data to customize the campaigns to mitigate risk along with utilizing marketing tools to stimulate people to moderate their gameplay.”
Part of Nederlandse Loterij’s new marketing strategy entails reframing the tone of their player health advertising, reflecting a more fun, light-hearted approach. Its recent TOTO campaign promoting responsible participation in online sports betting was recognized as the Safer Gambling Campaign of the Year at the 2021 Global Regulatory Awards.
“We are finding that keeping it lighter and more fun ties in better with the tone of the other communication that we give to the player. The intention is to make it easier for players to accept the message and to get player health behaviour normalized.” The campaign resulted in a very positive behavioural change: 82 per cent of players thought that the tips were very useful, and 44 per cent considered changing their behaviour.
Ryan Persaud, Director of Insights and Player Experience at BCLC outlined the organization’s integration of marketing guardrails operationally. In 2021, BCLC completed a study whereby it included Problem Gambling Severity Index (PGSI) scores with online customers, connecting survey results with actual behaviour.
“It allowed us to understand: How do [players’] personal stated risks relate to their behaviour? We used that information to help us craft what we are calling…high-risk indicators,” said Persaud.
BCLC is building on these findings to develop high-risk indicators centred around variables such as deviation, deposits, wagering, time and player-health risk alerts.
“At BCLC we are focusing on the player side of assessing risk and using high-risk indicators to dig into the behavioural components as opposed to just the product risks,” Persaud explained. “This player-health data is being used to better inform the conversations we’re having around marketing.”
Finally, Richard Wood, President, GamRes Limited, outlined during the discussion that in order to responsibly market a product, it’s important to identify and understand the impacts and unintended potential risks for each player. Wood and the GamRes team created Gamgard, a game risk-assessment product used to help prevent high-risk play, while also supporting operators in their end game: to deliver a fun, interesting product.
“With Gamgard, jurisdictions are able to identify high-risk elements and then choose to either not advertise the game at all to high-risk players or to use the data to integrate player health guardrails into their marketing approaches,” Wood explained.
Wiebe concluded the session by asking each panellist to look forward 10 years and share their perspective on gambling marketing:
“Focusing on integrating more fun and entertaining player-health messaging into the marketing experience will help to mitigate risk,” Wood said. “We’ve found that the most responsible players are the most satisfied players… so player health and marketing aren’t polar opposites; at the end of the day, they have a similar goal of ensuring that players have a good healthy experience.”
Hosted by BCLC, the full New Horizons in Responsible Gambling Conference is celebrating 10 years of industry leadership and bringing together hundreds of industry-leading researchers, policymakers and representatives from around the world to tackle some of the most challenging topics related to gambling and player health. The conference will occur virtually in early March 2022.
High Roller Technologies and Playtech announced a strategic partnership for Ontario, Canada, that will see Playtech provide its industry-leading technology to power High Roller’s platform and premium brand, ensuring a seamless, high-quality experience for players in the region.
Ben Clemes, Chief Executive Officer at High Roller, said: “Collaborating with Playtech in Ontario is an exciting step for High Roller as we continue to grow and evolve. Playtech’s well-established technology will be instrumental to our mission of providing a world-class entertainment experience for our players.”
Sergey Harutyunyan, Chief Revenue Officer at Playtech, said: “We are delighted to partner with High Roller as they expand into Ontario. Playtech’s technology is designed to support operators in regulated markets, and we look forward to working together to provide High Roller’s players with safe, innovative, and engaging gaming experiences.”
Ontario represents a key market for both companies, featuring a robust regulatory framework and fast-growing player base. Recently, High Roller announced the submission of its Internet Gaming Operator license application for Ontario, and subject to licensing and regulatory approval, High Roller anticipates launching live operations in H2 2025.
Ontario Lottery and Gaming Corporation (OLG) is supporting accessibility in the iGaming industry with the launch of Red Panda Tails of Wealth – the first digital slot game designed with built-in accessible features to support players with disabilities.
In the popular digital casino landscape, people with disabilities often face barriers to participation. Instead of waiting for change, OLG is driving it by introducing the industry’s first inclusive gaming experience that provides the same fun and excitement to all players.
“We are excited to launch Red Panda Tails of Wealth on olg.ca, which is the result of a focused effort to put accessibility at the forefront of game design. The game is a proof of concept that shows how removing barriers to play can move us towards a more inclusive future in the gaming industry,” said Dave Pridmore, OLG’s Chief Gaming Officer.
With nearly one-third (28%; StatCan 2022) of Ontarians reporting a disability, the launch of Red Panda Tails of Wealth breaks barriers and provides more equitable access to play for an often-overlooked audience.
While Red Panda Tails of Wealth mirrors the appearance and gameplay of other iCasino slot games in market, it is built with universal design principles to deliver a fun, inclusive and user-friendly experience for all players.
Key accessibility features include:
• Compatibility with assistive technologies like screen readers and keyboard navigation
• A high-contrast colour palette for enhanced visibility
• An accessible heads-up display engineered to integrate seamlessly into future games.
To develop this first-of-its-kind game, OLG collaborated with Pixiu Gaming and Light & Wonder Spark. To ensure the game was accessible and inclusive OLG partnered with Fable – a Toronto-based company that connects organizations with people with disabilities for digital accessibility insights.
The insights from people with disabilities collected via remote user testing sessions played a key role in helping OLG create a game that meets real-world accessibility needs.
“Our mission at Fable is to empower people with disabilities to participate, contribute, and shape society – and this is how true accessibility is achieved. We’re thrilled to partner with OLG, who recognize the importance of embedding the voices and experiences of people with disabilities throughout the development of their new game,” said Kate Kalcevich, Head of Innovation at Fable.
High Roller Technologies, operator of the premium online casino brands High Roller and Fruta, announced the submission of its Internet Gaming Operator license application in Ontario, Canada, targeting the launch of its flagship brand HighRoller.com in the second half of 2025.
“The submission of our licensing application to access Ontario’s regulated online gambling market is an important milestone in our Company’s journey. Once our application is approved, we anticipate that we will have the opportunity to launch our online casino product into the market later this year,” said Ben Clemes, Chief Executive Officer at High Roller.
Ontario is one of the largest regulated online gambling markets in the world as measured by gross gaming revenue. In 2024, regulated online gambling operators within the province generated approximately $2.3B in gross gaming revenue, and growth continues to be recorded in the first half of 2025. Recently, the province of Alberta passed enabling legislation to establish a regulatory framework for online gambling. Once available, the Company also intends to pursue licensure in Alberta to expand its regulated market footprint in Canada.
“Ontario is missing an elegant brand like High Roller. We’re excited to roll out the red carpet for our new customers, and we’re looking forward to showcasing our tremendous product,” said Clemes.
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