Daniela has been working in the gaming industry and Paf since 2001. She started her career in the technical side of the business and has since then worked in both project- and team leading positions. The last couple of years her focus has been on responsible gaming. Since September 2014 she is part of the top management at Paf. She believes that responsible gaming is very important to the business and is a prerequisite in order to have long-lasting customer relationship. The purpose of Paf Responsible Gaming Summit is to increase awareness about responsible gaming by inviting the gaming industry and its stakeholders. We wish to have an open dialogue with gambling operators, partners, academics and decision makers to learn from each other and share best practices https://www.paf.com/rgsummit2015

1. Paf best practices and new
approaches
Paf Responsible Gaming Summit 2015
Daniela Johansson, CRO, Paf

2. The reason we exist
Mission and business idea
We exist to deliver a substantial surplus
that can be distributed for public good.
We create this surplus by offering safe and socially responsible
money games to give our customers pleasure, entertaining
experiences and new relationships that can enrich their lives.
Our public good contributions can be used for humanitarian,
cultural or environmental objectives.

3. - Treatment insurance
- Brochures and info material
- Self-help program
- Referrals for treatment
- Self-exclusion
- Country specific exclusion
systems
- Time tracking
- Gaming summary
- Site clock
- Deposit limit
- Gaming limit
- Gaming freeze
- Radar – early detection &
interventions
- Big Winner calls
- KYC
- Self-test
- Paf responsible gaming
education ladder
- Basic training for all personnel
- Some teams get extra training
- Participation in conferences
- Info sessions with external
stakeholders (i.e healthcare,
banks, etc.)
- Cooperation with research
projects
- Screening for gaming problems
for personnel

4. RG perspective on KYC

5. Paf’s general outlook on responsibility
Each individual is responsible for their own life.
Our task is to provide the tools to enable them
to carry out that responsibility.

6. The background of
The KYC pilot project
We want to make customers aware of their gaming behaviour
and to take responsibility for it.
Generally, as a gaming operator, we don’t know the financial
situation of the customer and so we don’t want to take
decisions on behalf of the customer regarding their gaming.
We want to help the customer to take that responsibility.

7. Process
We ask high-consuming customers to answer a series of
questions about their gaming.
In the communication we adopt a friendly tone of voice and use
MI techniques to motivate the customer to reflect and answer.
First a message is sent to their e-mail and then a reminder is
sent to the inbox of their gaming account.

8. Process
Questions:
● Are you aware that you can lose all of the money that you bet?
● Can you confirm that your gaming is reasonable when
compared to your financial situation (capital and/or salary
income)? If you want to see a summary of your gaming activity
you can log in to your gaming account and go to My Account.
● Are you aware of the different responsible gaming tools
(deposit limit, gaming freeze, locking account) we offer at Paf.
com?

9. The results and insights
Our gaming behaviour analysis shows that very few stopped
gaming after the test.

10. The results and insights
Before the test 11% of these customers had a gaming limit set,
after the test 33% had set one.

11. Insights/Next steps
● Many customers responded immediately and seemed quite
positive to answering the questions.
● Make sure that we communicate in the right way -> it should
be at the right time and not too often or too seldom.
● Further enhance the communication to use MI and behavioral
economic principles. This will create motivation and encourage
the customer to take responsibility for their gaming.
● Continue to analyse the results and improve the process.
● Include it in our Radar process as one of the interventions that
we make.

12. Screening for gaming
problems among
personnel

13. Background
- We believe it’s important to remove the stigma that exists
around gaming problems and address the fact that so few
seek professional help.
- Paf wants to increase awareness about responsible gaming
in the industry and society.
- By starting to screen our personnel for gaming problems
our health care providers gain experience and can
implement it more widely.
- Research shows that people working in the gaming industry
have a higher risk of developing a gaming problem.

14. Screening for gaming problems
among our personnel
Project started in Spring 2015 in partnership with our medical
healthcare partner Medimar on Åland.
- All personnel at Paf attend regular health care checks and this
is where the screening is done.
- Some control questions are asked verbally. If required the
employee also fills in a form (PGSI) about their gaming.
- If an employee is diagnosed with a gaming problem an
individual treatment plan is created.

15. Thank you!