LeoVegas has announced it’s trialing a live chat service in collaboration with Gambling Therapy to help customers manage their play.

Gambling operator LeoVegas has announced the launch of LeoLine, a new live chat service as part of its responsible gambling platform, LeoSafePlay. The concept of LeoLine was first developed last year by the RocketX subsidiary of LeoVegas as part of the activities for Responsible Gambling Week in 2018.

The launch comes at the perfect time, given the recent focus on raising awareness about responsible gambling, both online and offline. It’s not just huge amounts of money that are being lost to gambling addictions; lives are also at risk. The LeoLine support service aims to minimise the damaging impacts of problem gambling. 

Hans Uhrus, Communications Director at LeoVegas, told TopRatedCasinos.co.uk that the “service demonstrates [the company’s] commitment to proactively help customers manage their gambling habits, but also support those who are most vulnerable to help them access the right support – quickly and without friction.” Mark Good, RocketX CEO reiterated this, commenting that the new service was central to the company’s aim of putting safer gambling at the core of its operations.

Developed with the aim of providing real-time support to customers that are struggling, the service shows that LeoVegas is taking its social responsibility seriously. The operator has partnered with gambling support charity, Gambling Therapy, to train its UK staff to be able to provide such support. Staff will be trained in how to identify and support at-risk gamblers, as well as those who specifically ask for help.

John Hagan, Chair of the Industry Group for Responsible Gambling, said that “It is excellent to see [LeoVegas] putting services and process in place to ensure that customers remain informed and supported”. Hagan also added that this shows “that responsible gambling messages are key to their corporate and social responsibility throughout the year, as well as during Responsible Gambling Week.”

The LeoLine service will be trialled for three months on 12 sites in the LeoVegas Group, including LeoVegas, Pink Casino, BetUK.com and Slotto. Its success will be evaluated later this year, with Good saying that they are “proud to be working with Gambling Therapy to deliver and share our findings with the wider industry.”

Uhrus said that the effectiveness of the collaboration will be monitored through customers’ use of the service, and ongoing monitoring of the behavioural changes in customers who have sought help through the service.

However, it’s not just LeoVegas that is excited about the trial of its new support service. Rob Mabbett, Gambling Therapy Manager at Gordon Moody Association, is similarly optimistic about the project, saying, “this is a really exciting project for Gambling Therapy.”

Mabbett added that the collaboration between operator and treatment provider will help both achieve their “shared aim of creating a safe gambling environment for the millions of people who gamble online worldwide.”

While the extent to which the service encourages safer gambling is yet to be seen, LeoLine certainly demonstrates LeoVegas’ readiness to accept responsibility for the wellbeing of its customers.