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Conducted in 2026, it surveyed 70 professionals actively engaged in VIP management, including VIP account managers, heads of VIP and consultants, with 64% employed directly by gambling operators. 

The report sought to understand how VIP portfolios are managed daily, how the tools are utilised and other key operational challenges.

Although three-quarters of respondents rated their VIP data as good or very good, 71% reported data spread across multiple systems. Half admitted sometimes making decisions with incomplete or outdated information. 

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Notably, sports bettors prioritised fast and clear information that was delivered without the interventions being disruptive. Casino players wanted accessible explanations and real-time support during play.

Land-based customers often lacked even basic pre-play information, and instead desired subtle, proactive support from staff.

Participants outlined several improvements. Of note were clear and simple financial disclosures, including real-time loss displays and transparent explanations of promotional wagering conditions.

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“Our colleagues are our priority. We understand the concerns many will have. Impacted staff have been informed and are being fully supported throughout this process.”

Bet365 noted the impact of the UK government’s near doubling of the remote gaming duty, which increased from 21% to 40% on 1 April this year.

Additionally, a new remote betting duty is set to come in from April 2027, which will raise the effective tax rate on all sports betting products except horse racing from 15% to 25%.