VIP Management Blind Spot: iGaming Teams Still Ignore AI Technology

The world of online gambling often markets itself as being at the cutting edge of technology, yet the departments responsible for the most valuable customers are still operating in the digital dark ages. A new report titled The State of VIP Operations shows that VIP managers are overwhelmed by manual tasks and outdated tools. The study, involving 70 qualified industry professionals, highlights that behavioral changes in high-value players are frequently missed because the human staff simply lacks the tools to monitor them effectively. This operational gap poses a serious threat to long-term profitability.

Currently, VIP managers are expected to maintain personal relationships with a vast number of clients simultaneously. However, without intelligent systems to filter data and prioritize who needs urgent attention, managers are forced to make manual decisions based on fragmented information. The result is a high rate of silent churn, where players stop depositing and playing without any prior indication that something was wrong. Industry experts are now calling for a shift toward a model where technology handles the data assembly while humans focus on the relationship.

Numbers and facts

According to the findings, 64 percent of VIP managers oversee portfolios of 100 or more players. Even more concerning is the fact that one in five managers is responsible for more than 500 assigned VIPs. For a manager handling 250 players, this translates to roughly 100 seconds of attention per player per day, before accounting for reporting, coordination, and other administrative duties. Under such pressure, true personalization is virtually impossible.

The consequences are clear: 46 percent of respondents say VIP players become inactive without advance warning often or very often. Furthermore, 48 percent report having no indication of a player’s behavioral signals or overall health. Despite these challenges, no respondent (0 percent) identified an AI or automation tool as their primary management system. Spreadsheets and business intelligence tools remain the dominant systems, each used by 30 percent of professionals, followed by standard CRMs at 25 percent.

Background

The study emphasizes that the problem isn't a lack of human expertise, but rather an environment that makes it impossible to apply that expertise. Viktoriia Grygorenko, CEO at The Playa, noted the irony of the situation:

“VIP operations is the most human function in igaming, run by the smallest teams, on the least purpose-built technology, against the shortest-horizon metrics.” - Viktoriia Grygorenko, CEO at The Playa

The goal of introducing AI is not to replace the VIP manager, but to provide a clearer signal on who needs attention. Gali Hartuv, CEO of WarriorLab, added that better prioritization can help teams preserve the human element while reducing the manual work surrounding it. Currently, the industry is missing out on the benefits of real-time analysis that could prevent churn and identify risky gambling patterns before they escalate.

Why it matters for German players

For players in Germany, where the State Treaty on Gambling 2021 (GlüStV) imposes some of the world's strictest player protection rules, these findings are particularly relevant. The GGL (Common Gambling Authority of the States) requires operators to implement early detection systems for gambling addiction. If VIP teams struggle to even notice when a player stops playing, it raises questions about their ability to identify complex behavioral patterns associated with problem gambling without AI assistance.

German players are subject to a 1,000 Euro monthly deposit limit and a 1 Euro per spin stake limit, monitored via the LUGAS system. While these regulations limit the "High Roller" aspect found in other markets, VIP programs still exist within legal boundaries. The reliance on manual spreadsheets suggests that even GGL-licensed operators might be missing opportunities to offer timely, compliant support or interventions required by their social concepts.

What it means for GGL-licensed casinos

Casinos operating with a GGL license must maintain a high standard of transparency and player safety to remain on the whitelist. The study's revelation that 0 percent of VIP teams use AI as a primary tool suggests a significant area for improvement. For German operators, adopting AI isn't just about retention; it is a necessity for compliance. Automating the detection of behavioral signals can help ensure that the strict requirements of the GlüStV 2021 are met consistently, protecting both the player and the operator's license.