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The framework also urged companies to implement rollback mechanisms and “kill-switch” controls for higher-impact systems.
For AI-powered customer support and chat, operators are encouraged to set clear parameters for when conversations should be moved to a human member of staff. These include repeated low-confidence responses, unresolved queries, indications of distress, or a customer simply asking to speak to a human.
The MGA said the charter will be reviewed periodically as technology and regulation develops.
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Among those pushing for the increased age limit were the SGP’s Diederik van Dijk and the CDA’s Tijs van den Brink.
Van Bruggen said the matter would be raised in subsequent progress reports.
Beyond raising the age limit to 21, Van Dijk called for a complete reversal of the Netherlands’ 2021 online gambling legalisation, which helped establish a reasonably mature legal gambling market for the sector, until tighter restrictions for players, and increased taxes, struck licensed operators in recent years.
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The supplier had so far stood behind Black Cube’s investigation, and previously described it as “undertaken lawfully” to understand and verify “concerns of significant regulatory and commercial importance”.
Spectrum’s report was subsequently commissioned by Evolution to refute Black Cube’s accusations. In its latest release on Wednesday, Playtech said Evolution had “publicly characterised the Spectrum Report as exonerating it”.
But Playtech has claimed that the Spectrum report, which is now publicly available, was unable “to confirm or refute” some of Black Cube’s claims, “as Evolution failed to provide Spectrum with significant information it had requested”.
