Consumer protection showcase: Simon Thomas, Hippodrome Casino

The Hippodrome was unable to trade for 320 of the 420 days between lockdowns, but CEO Simon Thomas says that time was used wisely.

The property made good progress with its customer wellbeing strategy, rolled out limit setting for time and money, and added new safer gambling features to its new customer app.

He says that investing more money and time in staff training could prove the most effective development. “Research shows this is the best way to minimise harm. If they are trained well, this ensures players can gamble safely.”

However he warns there is no silver bullet for safer gambling. “All the different measures are wires,” Thomas says. “If you have enough wires you can create a net, which can catch the issues, and let the non-issues through.”