iGaming VIP Survey Shows Zero Primary AI Use Amid Large Portfolios and Undetected Churn
No respondent in a survey of 70 VIP professionals uses AI or automation as their primary portfolio management system. 64 per cent of VIP managers oversee 100 or more players while 46 per cent of respondents say VIP players often or very often become inactive without advance warning. Spreadsheets and business intelligence tools are each the primary system for 30 per cent of respondents.
SCCG Take — Manual systems create blind spots that erode high-value retention. Operators face a clear choice between sustained manual overhead and targeted automation that feeds human judgement.
A survey of 70 VIP professionals has found that no respondent uses AI or automation as the primary system for managing iGaming high-value player portfolios. The State of VIP Operations study, produced by The Playa with Gaming Operations Academy and WarriorLab, details how operators handle hundreds of top players with spreadsheets, business intelligence tools, and CRMs.
According to reporting by Focus Gaming News, 64 per cent of VIP managers oversee 100 or more players. One in five manages more than 500. At that scale a manager with 250 players has roughly 100 seconds per player per day before reporting and coordination consume the remainder.
Manual Systems Leave VIP Churn Undetected
Spreadsheets and business intelligence tools each serve as the primary system for 30 per cent of respondents. CRM platforms account for 25 per cent. Zero respondents named AI or automation in that role.
46 per cent of respondents say VIP players often or very often become inactive without advance warning. 48 per cent report no indication of a player’s behavioural signals or overall health. Viktoriia Grygorenko, CEO at The Playa, said: “VIP operations is the most human function in igaming, run by the smallest teams, on the least purpose-built technology, against the shortest-horizon metrics.” She added that managers seek clearer signals on who needs attention.
Gali Hartuv, co-founder and CEO of WarriorLab, added: “The challenge is not that VIP professionals lack experience. It is that the operational environment makes it difficult to apply that experience consistently across large portfolios. Better prioritisation can help teams preserve the human element while reducing the manual work surrounding it.”
Toward Prioritisation That Supports Human Judgement
The study points to automation handling data assembly and prioritisation while VIP managers retain responsibility for relationships and decisions. This model addresses the current gap in which manual processes make behavioural changes harder to identify at scale.
Reporting: Focus Gaming News
Generated by SCCG’s automated editorial system from published source reporting. SCCG Management holds editorial responsibility.
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