Using AI for Player Safety: Responsible Gaming & Risk Player Detection

The Challenge

iGaming operators face a dual pressure: deliver fast, high-quality customer service and meet evolving regulatory demands around responsible gaming. But with player volumes increasing and behaviors varying drastically, many teams struggle to recognize and act on early signs of risk in real time. Missteps in this area can lead to regulatory consequences, brand damage, or the worst case scenario: player harm.

Legacy support platforms weren’t built with this balance in mind. Compliance is handled reactively, often too late, and support agents are forced to play catch-up without the tools or context they need.

Tugi Tark’s Responsible Support framework is designed from the ground up for iGaming. Using AI, we monitor live support interactions to flag indicators of risk, such as: distress signals, repeated loss-based queries, or escalated tone, as they happen in real-time. 

When potential red flags are identified, the system will categorize the ticket as Responsible Gaming, then routes these cases to specialized agents trained in responsible gaming support, ensuring responses are empathetic, informed, and timely. 

By embedding real-time risk detection and contextual routing into everyday workflows, Tugi Tark empowers support teams to act confidently, proactively, and responsibly: without slowing down operations.

The Results?

While Tugi Tark’s responsible gaming features are still in development, yet once launched, these features will help iGaming operators reshape how care and compliance are delivered, without adding operational strain.

Support teams will gain a smarter system that proactively surfaces at-risk interactions, ensuring the right cases are escalated to the right agents at the right time. This reduces pressure on frontline staff, improves consistency in how sensitive conversations are handled, and supports team wellbeing by removing guesswork from high-stakes support scenarios.

For players, this means safer interactions, where signs of risk aren’t ignored or missed, but met with empathy, speed, and accountability.

At Tugi Tark, we believe support shouldn’t only solve problems, it should protect players. By weaving responsible gaming into the very structure of customer service, we help iGaming operators create safer environments and stronger player relationships.

Want to improve your iGaming support and player safety? Get in touch with us to learn more.