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After play, some looked to banks or regulatory bodies for oversight on total spend across platforms.

Within this shared model, there was a clear preference for personalised interventions over generic ones. 

Tailored, behaviour-triggered messages were seen as more effective than generic warnings, but many participants simultaneously expressed mistrust towards operators collecting behavioural data.

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Splash Tech instead begins by asking what success means for that operator: more sign-ups, improved conversion, bet-slip monetisation, higher lifetime value, retention among a specific cohort or reactivation of churned players.

The objective is to create more relevant engagement moments across the player journey, from first interaction to repeat play, cross-sell and long-term retention.

“As much as we work as a managed service, it’s always a collaboration,” Wilson states. “We need to make sure that the operator and Splash are a partnership, we understand your requirements, and then we can go out and deliver that for you.”

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The DIA worked directly with class 4 gambling operators (commonly known as pokies trusts), and discovered ‘widespread issues’ such as cases where money that should have been available for community grants was instead spent on society expenses, such as the purchase of additional gaming machines.

Vicki Scott, the DIA’s director of gambling, said the investigation had delivered significant results, while stressing that work to improve compliance and ensure communities received their share of gambling proceeds would continue.

“Most operators have worked constructively with us to address historical issues and improve their practices,” Scott said.