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Consumer Protection Zone (CPZ)

Consumer Protection Zone 2019

Consumer Protection Zone first launched in 2018 at ICE London with the aim of recognising the growing importance of Responsible Gambling as a focal point on the ICE show floor for all those directly involved in pushing for progress in this area - whether regulators, research agencies, treatment organisations or commercial companies. 

The second edition of CPZ saw an overwhelming level of support from enthusiastic attendees demonstrating with their feet the genuine effort from operators and suppliers in the industry to recognise and implement more advanced Responsible Gambling and Consumer Protection measures. CPZ once again hosted the most progressive organisations spear-heading Responsible Gambling, who brought the audience step-by-step on how to embed RG tools and more direct support in every aspect of a player’s lifetime, from the moment games are designed, through gameplay monitoring, interaction, intervention, and all the way, if it comes to that, to self-exclusion and blocking.


Proceeds from CPZ sponsorship donated to a charitable cause

CPZ 2019 also benefitted from generous donations from progressive B2C operators who align themselves with the goal of enhancing Consumer Protection. We are grateful to 888, Alea, Videoslots, Kindred Group, GVC, LeoVegas and Mr Green. With their help, we were able to raise an impressive £35,000 which we are thrilled to announced has been awarded this year to Gordon Moody Association.

 Exhibitors at Consumer Protection Zone 2019

Our fantastic exhibitors included: GamCare, IBAS, Sustainable Interaction, YGAM, Mindway AI, GambleWise, GT, IGRG, and Little Wheel.


CPZ agenda follows Responsible Player journey

Consumer Protection needs to be integrated into every step of the player journey, even before it even starts. And that’s what the 2019 agenda for ICE London Consumer Protection Zone tracked, starting from the moment games are designed, through gameplay monitoring, interaction, intervention, all the way to self-exclusion and blocking.

This year saw major operators getting involved, with the platform resulting in new ideas proposed and new products being showcased to operators. CPZ allowed exhibitors to spread awareness of their progressive products and ideas and how greater clarity on how many people currently use these services, bringing the true scope of gambling addiction into focus.

This year’s agenda below:


Tuesday, 5 February

14:15 Welcome to the Consumer Protection Zone



14:45-15:45 Game Design – incorporating RG thinking into the game mechanics and content
Much of the focus has been on operators’ Safer Gambling strategies as they are interacting with consumer. But Responsible Gambling thinking should start even before consumer starts interacting with the operator and their products; games they play also influence their safe gambling journey. Content and gambling developers and suppliers have therefore a much bigger role to play in ensuring safe and Responsible Gambling. How can they be part of the conversation and effect change in minimising gambling harm?
Moderator: Dan Waugh, Partner, Regulus Partners
Connie Jones, Director of Responsible Gambling, Association of Gaming Equipment Manufacturers
Simo Dragicevic, Playtech
David Robertson, Head of Casino, Kindred Group

Wednesday, 6 February 

11:30-12:30 Customer Monitoring & Transparency
More and more operators are equipping players with tools giving them more visibility into their gameplay and allowing them to track their gameplay for a more informed experience. This session will explore the benefits of this approach from the RG standpoint and will take a closer look at full disclosure of game rules and risks involved, access to money, volatility of games and their propensity for developing addiction, in-game tools and wrappers and visual monitoring.
Moderator: Robin Harrison-Millan, News Editor, iGamingBusiness
Jesper Kaarbrink, CEO, Mr Green
Andrew Tottenham, CEO, Gamblewise
Alex Tomic, CEO, ALEA
14:00-15:30 Interaction & Intervention
Giving players the tools to monitor their own gameplay also gives them the power to decide when to continue and when to stop. But the responsibility is on the operator to inform the players of the risks and spot irresponsible play. This session will look at ways in which operators can interact with players and intervene in an effective way, without turning them away, with focus on topics such as using player profiles to market games appropriate to budget, experience, skill, preferences; ways to introduce and encourage time and deposit limits; identifying markers of harm and ‘at risk’ gamblers to intervene before an entertaining play becomes a problematic one.
Moderator: Richard Williams, Partner – Licensing Gambling and Regulatory, Joelson Law
Johan Brandsten, CEO, Sustainable Interaction
Prof Kim Mourisden, Professor and Head of Neuroimaging Methods, Centre for Functionally Integrative Neuroscience and MINDLab
Paul Foster, Digital Compliance Director, GVC

16:00-17:00 Self-Exclusion & Blocking
No operator wants to get to this point and therefore player interaction and intervention are important to prevent that. But as we’re giving players the power to decide, an option is to self-exclude from gameplay for a period of time. What are the innovations and progress made in this area and how have the tools developed to do that effectively and to prevent relapses?
Moderator: Laura da Silva, Director, Silverfish CSR
Jack Symons, Founder and CEO, Gamban
Fiona Palmer, CEO, Gamstop
Stuart McFadden, Head of Financial Difficulties, Monzo Bank


Thursday, 7 February

11:00-11:30 Announcing the Safer Gambling Standard
Bringing together the experience and knowledge of industry experts, academic evidence in player protection and the voice of those who have direct experience of gambling related harm, GamCare has developed the Safer Gambling Standard accreditation mark as a set of best practice principles in RG for the Gambling Industry.  The session will explain the development of the Standard, the areas against which it will assess operators, and how you can get involved and work towards achieving the Standard yourself.
Paul Carpenter, Head of Industry Services, GamCare
Mike Kenward, Development Director, GamCare

11:30-12:00 Sustainable Gambling – A Service Users Perspective
Robert Mabbett, Gambling Therapy

12:00 Donation ceremony
With the generous donations from the supporters of the Consumer Protection Zone, we were able to raise an impressive £35,000 which was donated to Gordon Moody Association.

“ICE was fantastic for us, a brilliant event. We engaged with so many people from the industry and the donation capped things off brilliantly. We will be using the money to update our communications infrastructure and reach more people.”

Next year, we plan to donate once again to another progressive charity setting the standard for Responsible Gambling care – if you’d like to sponsor next year’s Consumer Protection Zone, please contact Ewa Bakun at ewa.bakun@clariongaming.com





Our Current Exhibitors:

GAMCAREIBASSustainable interaction

YGAMMindway AIGamblewiseGordon Moody igrgLittle Wheel