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Notably, sports bettors prioritised fast and clear information that was delivered without the interventions being disruptive. Casino players wanted accessible explanations and real-time support during play.
Land-based customers often lacked even basic pre-play information, and instead desired subtle, proactive support from staff.
Participants outlined several improvements. Of note were clear and simple financial disclosures, including real-time loss displays and transparent explanations of promotional wagering conditions.
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“The market is moving beyond rapid expansion and becoming increasingly quality-driven. Operators will need to compete not only through marketing investment, but also through technology, product innovation, responsible gaming and customer experience.
Rossi takes a somewhat different view, describing Peru as a mature betting market while pointing to mobile penetration and a growing generation of digital consumers as sources of further growth.
“In my opinion it’s a mature market,” Rossi states. “Because historically, I believe Peru was one of the first betting markets in all of Latin America. Although the regulation was not there, betting was quite tolerated in the past.
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“Operators do pay, yes, but they pay whatever suits them,” they said. “In other words, we effectively pay what benefits us. All the while, the state has no means of monitoring its regulatory policies.”
In response to these issues, earlier this year the DRC Ministry of Finance outlined plans for a new gambling monitoring platform to enhance its supervision of the sector.
The DRC government is also developing a new legal framework for the gambling industry, designed to modernise existing rules and strengthen oversight of tax collection.