Monitoring Player Behaviour in Real Time
The UAE Lottery is stepping up its efforts to promote responsible gaming by closely tracking player behaviour and offering timely support. According to the Khaleej Times, operators have implemented a monitoring system that flags specific keywords in player interactions. When these terms appear, subject matter experts assess the situation and decide whether to intervene, share helpful resources, or recommend support tools.
A Dynamic and Evolving Approach
James Boyles, Group Director for Responsible Gaming at the UAE Lottery, explained that this keyword-triggered system helps identify potentially harmful patterns early. He added that although not every flagged case results in immediate action, the team continually reviews player activity to adapt and improve their strategy. This commitment ensures that responsible gaming remains a core priority.
Partnering for Mental Health Support
In December 2024, the UAE Lottery partnered with Takalam, an AI-powered mental health platform, to expand its player support network. This collaboration gives players access to licensed counsellors and educational resources focused on both mental well-being and responsible gaming. The Takalam app is also available to internal staff, equipping them to respond sensitively when needed.
A Proactive Start in a Young Market
As a newcomer to the gaming industry, the UAE Lottery sees this early phase as a key opportunity to establish preventative practices. “With a market still in its early stages, we can build safeguards from the ground up,” Boyles noted.
By leveraging data and technology, the UAE Lottery aims to identify risk early and promote safe play habits. As a result, the initiative is laying a strong foundation for future responsible gaming frameworks in the region.
