Intergamingi spoke with Steve Quinn of identity management business GB Group to find out how the online gaming industry can deal with identity fraud
IGGI: How much of a threat is identity fraud to the remote gaming industry?
SQ: All remote industries are at risk from identity fraud and online casinos in particular are targets. No provider can stamp out identity fraud entirely as there will always be incidences of friends or family defrauding each other, taking advantage of a full knowledge of another person’s personal details. However, by putting in place robust identity verification filters, the gaming sector continues to reinforce itself against major fraud.
IGGI: How can operators protect their customer base?
SQ: To protect customer identities, operators must gain a basic, temporary profile of each individual that uses a site. It is paramount to confirm that they are who they say they are. Biographical information should be cross-referenced against location, with IP or mobile data checked in addition if necessary. This allows operators to make risk-based decisions on the custom of each player. Triggers can be set within verification systems that draw attention to multiple cards used from a single address, and other suspicious behaviour.
IGGI: How effective have measures been in preventing under-age gambling?
SQ: The UK Gambling Act encouraged gaming operators to follow best practice in preventing under-age gambling. The issue is taken very seriously by the sector - which is committed to self-regulation and has seen an almost blanket adoption of cutting-edge verification systems. It has never been more difficult for under-age gamblers to access inappropriate services.
IGGI: What impact are verification systems having on online fraud?
SQ: Verification is the first step in a robust approach to tackling online fraud, but many other factors come into play. Identity is one of a raft of issues that remote gaming operators face; bonus abuse and chargeback being two further prolific examples.
We at GB Group work with operators to manage relationships throughout the customer lifecycle. Interaction is the basis for an accurate single customer view and to know your customer is to minimise the risks.
IGGI: How have checks been run in the past? How are they run now?
SQ: The focus in the past has been on simple age verification but this is limiting in terms of protection.
After the implementation of the gambling directive, operators have awoken to the importance of a fuller awareness of customers’ identities - not just a tick in the box that they are of a legal age to gamble. More data sets than ever before are now drawn on to root out fraudsters, with mobile and IP checking available if necessary.
IGGI: How much information is required to run a thorough check?
SQ: This varies between suppliers but security need not impact negatively on the customer experience. All that is needed for GB Group to verify identity is a first name, last name, date of birth and address. Processes should be unobtrusive to client and player.
IGGI: How does the UK gambling industry compare with other nations in terms of online security checking?
SQ: The UK gambling industry is among the most heavily regulated in the world. Many would argue that the British market sets the benchmark for good practice.
IGGI: What should gaming sites be doing to rebuild trust in their user-bases?
SQ: There has been a lot of bad press for businesses over identity theft in the last 12 months. If even the government is not immune to data loss, why would people trust remote gaming operators?
There is no magic solution, but rather operators should ensure they are doing everything within their power to protect their customers and businesses from fraud. Protection of data is paramount to the gaming providers; after all, it’s their business.
