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About Big Bass Christmas Frozen Lake
A recent study revealed that VIP account managers in the online gambling industry predominantly depend on spreadsheets and manual decision-making tools rather than specialised automation or AI systems.
This reliance places many high-value players at risk of “silent churn”, where VIP players become inactive without warning, posing a significant challenge for operators.
The report, titled The State of VIP Operations, was compiled by The Playa in collaboration with Gaming Operations Academy and WarriorLab.
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Singapore’s experience shows that tourism growth and stringent social safeguards need not be mutually exclusive. Since its IRs opened, international visitor arrivals have risen from 9.7 million in 2009 to 16.9 million in 2025, while tourism receipts more than doubled from S$12.4 billion to a record S$32.8 billion.
At the same time, problem and pathological gambling rates among Singaporean adults have remained stable, with the rate declining notably between 2023 and 2025. As the spokesperson puts it, the model blends “two objectives together: generating tourism and economic benefits while making responsible gambling and social safeguards central to the model”.
The model is also evolving beyond gaming. RWS’ S$6.8 billion RWS 2.0 transformation is expanding its mix of attractions, hospitality, retail and lifestyle offerings, with the aim to “broaden the appeal of the destination and encourage repeat visitation”.
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For Grainne Hurst, CEO of the Betting & Gaming Council in the UK, the evolution has been clear. “The conversation has moved beyond representation alone towards inclusion, retention, well-being and progression,” Hurst explains. “Businesses increasingly understand that DEI must be embedded in everyday culture, not treated as a separate initiative.”
Industry associations have played an important role through mentoring, networking and leadership development.
Hurst is also a board member at Global Gaming Women, giving her firsthand experience of how networks, mentorship and role models can help women advance. She was previously recognised in iGB’s Most Influential Women list in 2024.
