Our in-house monitoring tool, Observer, was developed by 888’s responsible gaming & research department. It was first launched in 2008 and since then has been continuously fine-tuned and developed to become the sophisticated and effective tool it is today.
Observer employs information from our customer database and measures changes in gaming behaviour, such as unexpected increases in time or money spent on the site. The system is programmed to identify several core behavioural triggers which, combined, can create possible red flags indicating possible problem behaviour. Over the last 10 years, we have more than tripled the number of factors used to detect potentially problematic behaviour.
Observer flags up any potentially problematic behaviour for the Responsible Gambling team to investigate. In the first instance, many cases are dealt with automatically through pop-ups or blocks on playing. The experienced team analyse applicable cases individually, and will choose the most appropriate way to interact with the customer and remind them of the tools available to control or stop their playing.