GBC Time has interviewed – Emilia Kurzynska, Deputy Team Lead of the Antifraud Team at SOFTSWISS, an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry.
Could you tell us how SOFTSWISS promotes responsible gaming in the online gambling industry?
Responsible gaming is at the core of what we do at SOFTSWISS. According to our recent iGaming Trends 2025 Report, which SOFTSWISS issued, it remains among the main trends for next year.
Our role is not only to provide a gaming platform but also to ensure that we are helping our clients and players maintain a healthy relationship with gambling. We work closely with operators to detect early signs of problem behaviour and take the necessary actions. For us, it’s about ensuring that gaming remains a source of entertainment, not harm.
What tools and features does SOFTSWISS provide to help operators enforce responsible gaming practices?
We offer various tools that allow operators to support responsible gaming. These include features like deposit limits, self-exclusion options, and reality checks. These tools empower players to take control of their gaming habits. For example, they can limit how much they spend or take a break if they need it.
We also provide a risk-scoring system that helps identify early signs of problem gambling. This system flags behaviours like increased spending or the chase to compensate for losses, allowing us to intervene before the issue becomes more serious.
Of course, SOFTSWISS works with organisations like Betknowmore UK, Sustainable Interaction, and the Responsible Gaming Foundation to ensure that our processes are backed by the latest research and align with the industry’s best practices.
How do you ensure that your platform complies with local and international regulations regarding responsible gaming?
Compliance is key in our industry, and we take it very seriously. We stay up-to-date with all licensing requirements across different jurisdictions to ensure our platform meets the highest standards. We have strict Know Your Customer (KYC) procedures, and our team is continuously trained to keep up with regulatory updates.
We also collaborate closely with other essential departments, such as Anti-Money Laundering (AML), to ensure a holistic approach to compliance. This cross-departmental cooperation enables us to constantly refine our practices and proactively address regulatory challenges, offering operators confidence that they are fully compliant with all responsible gaming regulations, both local and international.
This means that operators using our platform can be confident that they are fully compliant with all responsible gaming regulations, both local and international.
Join the European Gaming and Betting Association and Sumsub webinar on November 21 to learn more about KYC and safer gambling practices. Eleni Panagiotopoulou, Head of the Anti-Money Laundering Team at SOFTSWISS, will speak and share valuable insights.
What steps does SOFTSWISS take to detect and prevent problem gambling behaviour?
I would stress the importance of prevention here – recent data shows that over 40% of adults and one in every six adolescents have some sort of gambling experience. So, the first step is to implement strict age verification processes to ensure that only adults can access and use iGaming platforms.
Regarding those who gamble already, we focus on early detection by monitoring player behaviour for signs like increased spending, mentions of financial issues, or requests for more credit. When these indicators appear, our team is alerted, and we can step in to provide support. This may involve pausing or closing accounts and directing players to external support organisations.
We take steps to support players who may need additional help by signposting them to trusted organisations which provide free and confidential help. We are also expanding our list of such organisations to offer more tailored resources based on players’ specific issues, ensuring they receive the most relevant support available.
In fact, I recommend watching CasinoWow’s short documentary film Bet on Change. The film explores the impact of gambling addiction on individuals and is a compelling reminder of why this work is so important.
How do you balance the user experience with the need to enforce restrictions like deposit limits or self-exclusion?
That balance is a real challenge but an important one. It is crucial to ensure responsible gaming tools are accessible and easily used. We implement these options into the player journey without making them feel restrictive.
For example, we use friendly reminders rather than forceful pop-ups to encourage players to set limits. We try to create a supportive environment that provides clear information, which allows players to enjoy their gaming experience responsibly without compromising on safety.
Looking forward, how do you see technology, such as AI or machine learning, playing a role in advancing responsible gaming practices within SOFTSWISS?
I’m sure technology will only become more important. That’s why we are already developing AI-driven solutions to enhance our responsible gaming efforts. For instance, our risk-scoring system uses machine learning to analyse player behaviour and detect signs of problem gambling more accurately. This allows us to react faster and provide more targeted support.
AI can also help personalise player limits based on their behaviour patterns, making responsible gaming more effective and providing players with understanding and support. We believe implementing cutting-edge technologies can create a safer, more sustainable environment for players.
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