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The report, titled The State of VIP Operations, was compiled by The Playa in collaboration with Gaming Operations Academy and WarriorLab.
Conducted in 2026, it surveyed 70 professionals actively engaged in VIP management, including VIP account managers, heads of VIP and consultants, with 64% employed directly by gambling operators.
The report sought to understand how VIP portfolios are managed daily, how the tools are utilised and other key operational challenges.
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The charter also made a series of other recommendations. It suggested that companies should designate a senior member of staff responsible for governance of the technology. It additionally recommended an AI oversight or ethics committee.
The framework also urged companies to implement rollback mechanisms and “kill-switch” controls for higher-impact systems.
For AI-powered customer support and chat, operators are encouraged to set clear parameters for when conversations should be moved to a human member of staff. These include repeated low-confidence responses, unresolved queries, indications of distress, or a customer simply asking to speak to a human.
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These steps remain subject to regulatory approvals, including clearance from the French Autorité des Marchés Financiers (AMF) and the French Interior Ministry, which oversees ownership changes in gaming operators under Article L. 323‑3 of the French Code de la sécurité intérieure.
The definitive share transfer agreement is expected to be signed following the completion of mandatory employee information and consultation procedures at Casigrangi and at the Casino de Gruissan’s social and economic committee.
Closing of the transaction is targeted for the first quarter of 2027.
