David Clifton to moderate WrB customer interaction webinar on 25 September 2019

Between 3pm and 4pm on 25 September 2019, David Clifton is moderating the third in a “Responsible Player Journey” series of WrB Responsible Gambling Webinars, details of which can be viewed here.

David’s webinar is entitled “Categorising different kinds of interaction and what they should look like”. David will be joined by the following speakers:

  • Ian Semel, CEO, Break Even
  • Rob Mabbett, Therapy Manager, Gordon Moody Association
  • Tanja Sveen, Responsible Gambling Advisor, Norsk Tipping AS and
  • Daniel Reilly, Responsible Gambling Manager, The Rank Group PLC

Together they will address such topics as:

  • Interaction vs. intervention: When to act and on what data indicators of harmful game behaviour
  • Where to start: approaching a problem punter in land-based vs. online situations – a guideline for success
  • Matching soft and hard interaction approaches to different levels of harm escalation without turning the wrong customers away
  • Qualitative data: looking at the results of different kinds of intervention and identifying which works best for whom and at what point
  • Towards collaboration: What can be learned from RG tools and their experience in dealing with players face-to-face? How can these experiences be shared to facilitate a better system to communicate with players?

This webinar will be of particularly topical interest, given that the UK Gambling Commission’s changes to its LCCP customer interaction requirements will be coming into force for its B2C licence-holders on 31 October 2019. You can view David’s articles on this subject for:

  • SBC News here,
  • Casino Life here and
  • iGaming Business here.

The webinar is free of charge and you can register for it here.


  1. The above webinar is mentioned in an iGaming Business article published on 28 August 2019 entitled “EGBA partner with Clarion on WrB webinar series”, that you can download below.
  2. More information is contained in a WrB advert that you can also download below.
  3. In advance of moderation by David Clifton of the above-mentioned webinar, WrB has published online a copy of David’s recent article for iGaming Business entitled “Customer Interaction Alert”