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“[At] above roughly 150 players per manager, personal knowledge stops scaling. The fix is not fewer players or more managers – it is showing each manager which few accounts actually need them today,” she added.
Satisfaction with existing tools scored an average of 6 out of 10. Co-author Gali Hartuv, CEO and co-founder at WarriorLab described this “middling satisfaction” as “the most expensive kind”.
While VIP managers welcomed AI for prioritising their workload, the report suggested they remained cautious about delegating a final judgment to opaque automated systems.
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Lamb described this task as “practically limiting the authority’s ability to most effectively monitor compliance” across the scheme.
She suggested that the State Revenue chief commissioner’s office would be better equipped to manage what she characterised as a tax rebate programme.
NSW government figures classify poker machines as the most harmful gambling format in the state, yet clubs continue to operate approximately 65,000 poker machines, benefiting substantially from tax rebates through the scheme.
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“That work is ongoing,” Bengtsson commented. “We had a very strong World Cup, which shows that our sportsbook can handle and can have the capacity to handle larger volumes.
“We’re very encouraged with the trajectory of that, but we’re still not where we want to be. But a lot of the work, or some of the work has been done, and we have a lot more planned for the rest of the year. So bear with us. It is happening.”
Bengtsson said the split between casino and sports betting for SunBet was roughly 90% to 10% in favour of casino, with Sun International “under-indexing on sportsbook”.
