The Tote enhances player protection with TruNarrative partnership

The Tote has struck a partnership with TruNarrative to strengthen its player protection and customer onboarding capabilities, as part of a commitment to safeguarding bettors in line with UK regulations.

Due to the Tote’s general objective of providing a safe environment for bettors to place wagers – the purpose for which it was established over nine decades ago – the company required an integration of robust affordability screening.

“We’re pleased to be working with the TruNarrative team to help us ensure we have the information we need on customers throughout their time betting with the Tote,” said Dani Johnson, Operations Director at the Tote. 

”This is very important work and TruNarrative are excellent partners to work with for the Tote team,” she added.

As a result of the new partnership, TrunNarrative’s technology will be implemented by the Tote to perform necessary checks in order to ensure it can safely, quickly and compliantly onboard, transact, manage and protect customers via a single API.

In addition, TruNarrative’s platform will assist with anti-money laundering (AML) operations, as well as strengthening the operator’s risk rating, document verification and transaction monitoring capabilities, across the Tote’s full range of products.

Finally, the agreement will enable the Tote to gain visibility over bets, deposits and withdrawals, enhancing customer behaviour and transactional monitoring, and assisting its customer protection teams with developing insight into player profiles. 

The teams will be better equipped to detect changes in behaviour and identify potential bettors where intervention may be necessary.

Adam Doyle, Head of Gaming at TruNarrative, remarked: “With the TruNarrative platform the Tote will be able to enhance the customer lifecycle and monitor their players. It’s great to be working with the Tote to help them understand players and deliver a great experience.”

The announcement follows a report conducted by HooYu which found that 14% of UK iGaming operators had problems with customer onboarding and abandonment. The report added that KYC initiatives – such as player monitoring and the development of player profiles – were a ‘significant point of loss’ for many betting firms.

Additionally, the UK Gambling Commission (UKGC) has identified the need for enhanced affordability checks as a key measure in its ongoing review of the UK’s gambling legislation, with a loss of limit of £100 per month touted as a potential indicator of the need for operator intervention in a player’s behaviour.

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