SOFTSWISS leverages machine learning to manage responsible gambling cases in 2025

SOFTSWISS is advancing its use of machine learning in responsible gambling, with its team reporting around 16,000 reviewed cases in early 2025 and continued development of a Risk Scoring Tool designed to detect risky player behavior across regulated markets.

The Responsible Gambling (RG) team, in coordination with the company’s Research and Development unit, continues to develop the Risk Scoring Tool. The system applies machine learning algorithms to identify player behavior patterns associated with gambling-related risks. The tool supports operators in meeting regulatory requirements by detecting early indicators of problematic activity.

From January to June 2025, the RG team handled approximately 16,000 cases, which included self-exclusion requests, proactive interventions, and behavioral checks. Beyond these measurable actions, the team also carried out regular monitoring and compliance reviews for operators across several jurisdictions.

The company’s 2025 responsible gambling initiatives included bilingual training modules for First Line Support and CRM teams to maintain consistency in player interaction practices. The RG unit also worked closely with the Anti-Money Laundering, Legal, and Complaints teams to ensure an aligned process for addressing player protection matters.

The team additionally took part in external training programs that offered certified learning for employees from multiple departments.

To strengthen information delivery for operators and internal teams, the RG department introduced a Responsible Gambling Video Digest — a monthly animated series that provides updates on responsible gambling policies and related initiatives.

“Our mission is to ensure that player well-being is always a priority embedded in every process,” said Emilia Kurzynska, Team Lead of Responsible Gambling. “The growing number of Responsible Gambling cases shows that awareness is rising, and we meet this demand with reliable tools and timely interventions to effectively support every operator.”

SOFTSWISS said responsible gambling remains a central part of its operational approach. The company will present its initiatives at the SiGMA Central Europe Summit 2025, taking place from November 3–6, where partners and visitors can visit Stand 4016 G to discuss collaborative opportunities, industry practices, and findings from the upcoming 2026 iGaming Trends Report.

Attendees will also have the chance to participate in a live car assembly experience and explore new solutions developed under the company’s responsible gambling framework.