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That supplier-agnostic design matters because operators do not organise their businesses around the interests of one studio. They assemble portfolios from multiple providers and need tools capable of working across the resulting patchwork. Splash Tech’s engine can also extend beyond slots to points of sale including sportsbook bet slips, lottery and bingo.

“Not making the product available across all game suppliers and all product verticals would be a massive missed opportunity,” Wilson explains. “Wherever you can have a player placing a bet, give them the opportunity to win on the jackpot engine because it is such a sticky product.”

A branded jackpot also gives operators a visible identity across content they did not create, turning third-party games into something closer to their own ecosystem.

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Within the survey, none of the respondents selected AI or automation as their primary tool for managing VIP portfolios.

Instead, spreadsheets and business-intelligence dashboards each accounted for 30%, and CRM platforms followed at 24%. Only 15% used AI/automation tools in any capacity, and then only as secondary aids.

Large and demanding portfolios were highlighted as a key challenge, with 64% of managers overseeing 100 or more VIPs, while one in five managed more than 500. 

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Petra’s experience in aviation and education taught her that people are important – losing the human interaction on the casino floor would be a bad idea. Sure, not all customers want to talk, but the success of the Next Zone points to players seeing Holland Casino as a sociable, lively experience rather than a solitary one.

The Netherlands has been the subject of much industry conversation, particularly the online side of the business. Petra emphasises the importance of a ‘healthy legal gambling market’ to help the sector thrive. “We see taxes going up, we see regulations going up. You see your guests changing what they want. We have to make sure that we have a good legal offer because if we don’t have that, we also know that people will find their way to illegal means.”

Holland Casino celebrates 50 years this year since the Dutch government founded it. Petra says it was very important at the time to provide that activity to local people. “So they decided to found Holland Casino. At that time, they also thought it might be interesting for tourists. That aspect is really gone, we’re really focused on the local market now. But 50 years later, it’s still very relevant to have a good, healthy legal industry.”