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Alongside its warning on MGD, Entain revealed it had embarked upon a consultation process that may lead to the reduction of around 400 customer care roles from its 2,000-strong UK team.
According to David, the step forms part of Entain’s broader initiative to streamline operations, increase efficiency and improve customer experience, with the company aiming to create centres of excellence across locations.
“The proposed changes are being made to ensure our business remains competitive, financially resilient and well positioned for the future as our sector faces an increasingly challenging operating environment,” David said.
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Managerial autonomy supported by senior leadership was also mentioned by respondents.
“VIP operations is the most human function in iGaming, run by the smallest teams, on the least purpose-built technology, against the shortest-horizon metrics,” said Grygorenko.
“The findings show that VIP managers are asking for a clearer signal on who needs attention, what has changed and where their judgment can have the greatest impact.”
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“There should be, in my opinion, a review of the whole ISC or consumption tax framework and find a kind of alignment or a better way to get an income in terms of taxes, but that should be balanced in order to avoid the disruption of businesses and a migration of customers to the illegal market.”
Atucha warns there is a tipping point where higher taxes can undermine channelisation, citing the UK and Germany as important case studies.
“I sometimes wish regulators would look at other cases,” he adds. “I mean, what happened in Germany, what’s happening in the UK.”
