The Responsible Gambling module helps operators identify and support users who may be showing signs of problematic gambling behavior through analysis of their Virtual Stadium chat messages. An AI classification model continuously monitors chat activity and assigns a risk score to each user, enabling your moderation and support teams to prioritize outreach and intervention.
The Responsible Gambling feature must be enabled per operator before it becomes visible in the Moderation section. To enable it, open the operator settings and toggle the Responsible Gambling switch.
#How It Works
The system analyzes user chat messages using a machine learning classification model trained to detect language patterns associated with problematic gambling behavior. Detected patterns include:
- Financial difficulty — references to debt, losing savings, borrowed money, or inability to pay bills due to gambling
- Acknowledgement of addiction — statements indicating a user feels they cannot stop gambling
- Denial and rationalization — dismissing or minimizing a gambling problem
- Isolation and relationship issues — social withdrawal, family conflict, or relationship breakdown linked to gambling
- Seeking help — expressions of wanting to stop or asking for assistance
- Emotional distress — anxiety, guilt, shame, or desperation connected to gambling
- Suicidal ideation or hopelessness — expressions of self-harm, despair, or mentions of ending one's life
Each message receives a model probability score between 0 and 1. Messages scoring 0.60 or above are counted as flagged. The system then calculates a composite RG Score (0–100) per user across four time windows (7-day, 30-day, 180-day, and 365-day), giving operators a clear, ranked view of users who may need attention.
Scores and flagged message data are updated on a rolling basis so that the queue and alert panels always reflect the most current picture.
#Who Is It For
The Responsible Gambling module is designed for:
- Moderators — reviewing and triaging at-risk users day-to-day
- Responsible Gambling teams — monitoring long-term behavioral patterns and managing outreach
- Compliance teams — fulfilling regulatory requirements for player protection
- Support and player protection specialists — contacting users who need assistance
#Navigation
The Responsible Gambling section is divided into two tabs:
Priority Queue
A ranked list of all users with at least one flagged message within the selected time window. Sort and filter by RG score, ratio, or behavioral patterns to identify who needs attention first.
Alerts
A dedicated queue for users who have crossed a configurable threshold within the last 7 days. Manage active alerts by dismissing false positives, marking users for monitoring, or recording that outreach has taken place.
#Enabling Responsible Gambling
#Open Operator Settings
Navigate to Dashboard, expand the relevant brand, and click the settings icon on the operator you want to configure.
#Go to the Responsible Gambling Tab
Inside the operator settings modal, select the Responsible Gambling tab.
#Enable the Feature
Toggle the Responsible Gambling switch on and save the settings.
#Data Retention
- Chat messages are retained for a minimum of two weeks.
- Messages flagged as potentially problematic may be retained for an extended period to support long-term behavioral pattern analysis and audit purposes.
#Languages Supported
The classification model is designed to handle the informal, abbreviated, and non-standard language typical of live chat. It supports multiple languages, including Spanish, Czech, Portuguese, Romanian, English, Bulgarian, Greek, Slovak, Danish, German, French, Italian, Turkish, Dutch, and Serbian.
For a full reference on how the RG Score is calculated, see RG Score Reference.