Gauselmann UK is establishing a social responsibility advisory board and appointing a customer experience manager as part of commitment to “setting new standards of player protection” via the launch of its 360 programme.
The UK subsidiary of the German giant has shared its 360 objectives with bacta, Gambling Business Group, Gambling Commission, GamCare and YGAM, and says that 360 represents “the biggest social responsibility undertaking in UK low-stake gambling”.
The six-person advisory board will set key objectives and KPIs, establish a method of measuring success, bring new ideas to the table and explore best practices, which will include drawing on the experience of other jurisdictions and industries. The customer experience manager, a new dedicated, single role post, will report directly to the CEO.
“The aim in everything that we do – whether that’s games design, customer service, or the experience of visiting one of our 160 Merkur Cashino AGCs – is to be the very best in the business and that also extends to delivering the most effective social responsibility undertakings” stated Sascha Blodau, general manager of Gauselmann UK.
“When it comes to protecting the vulnerable and the very small percentage of players who may experience problems from low stake gambling entertainment, you can never do enough, it’s a journey without there actually being a final destination.”
360 has been developed following close consultation with the Global Gambling Guidance Group, a worldwide accreditation programme for operators and suppliers.
G4’s wide-ranging audit included a cultural assessment based on interviews conducted among staff working at all levels of the organisation
Blodau added on his aspiration for the programme moving forward: “We have explained 360 and shared our objectives with bacta, with the Gambling Business Group, the Gambling Commission, with GamCare and with YGAM, all of whom have been very supportive and encouraging of what we are setting out to achieve.
“We want to ensure that we are establishing the very highest standards in order to deliver a safe gambling entertainment experience for all of our customers in particular those that may require additional levels of support.
“I believe that in 360 we have created the most comprehensive safer gambling programme in the UK to complement what is the UK industry’s most professional and dedicated consumer-facing team.”
