UAE Lottery strengthens responsible gaming with player monitoring
UAE Lottery operators are taking significant steps to monitor player behaviour and promote responsible gaming practices, according to a report by the Khaleej Times. Mental health counselling services are also available for players who require additional support.
The UAE Lottery’s Group Director for Responsible Gaming, James Boyles, explained that the company carefully monitors both player behavior and communications with customers. A set of specific keywords is used to help identify potentially concerning behavior. When certain terms are detected, the player’s account is reviewed by subject matter experts who then determine whether intervention is necessary, if further information should be provided, or if the player should be offered support tools to encourage responsible play.
Boyles highlighted that, while not every flagged case requires immediate action, the company maintains ongoing oversight and continuously evolves its approach based on lessons learned from previous interventions. This ensures that their responsible gaming strategies are consistently improving.
Since its launch in 2024, the UAE Lottery, operated by The Game LLC, has placed a strong emphasis on responsible gaming. In December, it partnered with Takalam, an AI-driven mental health platform, to enhance player support services. According to Boyles, the partnership has been extremely beneficial, enabling players to connect with professional counselors when needed.
Through this collaboration, players are provided with resources that educate them about the risks associated with gaming and offer general mental health support. The Takalam app is also made available to the UAE Lottery’s internal teams to assist them when dealing with sensitive player issues. The company is actively promoting this partnership on its website to encourage greater engagement with the support services.
Reflecting on his international experience, Boyles noted that the proportion of players exhibiting at-risk behavior tends to be very small across most markets. In the UAE, where the gaming sector is still in its infancy, there is a unique opportunity to implement preventative measures from the outset.
The relatively young and innovative nature of the UAE Lottery allows it to introduce technology-driven intervention strategies early, aiming to address potential issues before they escalate. The data collected during this early stage will be instrumental in shaping future responsible gaming initiatives.
https://agbrief.com/news/uae/28/04/2025/uae-lottery-strengthens-responsible-gaming-with-player-monitoring/