Artificial intelligence plays an increasingly practical role across many sectors. In the gambling industry, AI adoption is already routine. Gambling companies now use AI for customer service, fraud prevention, and responsible gambling monitoring. At Wndeer, we work with online casinos and sports betting brands to create design systems that integrate with these technologies. This article shares real examples of how gambling companies use AI tools in daily operations, not as experiments but as business infrastructure.
Chatbots Are Replacing Traditional Support in Real Time
Online gambling platforms face constant pressure to support users quickly, across multiple languages and time zones. Previously, companies hired large support teams, trained them, and managed round-the-clock shifts. That approach created high costs and scalability issues.
Now, many of these platforms use AI chatbots to manage the first layer of communication. For example, Betway introduced a chatbot system built by DigitalGenius. According to Gambling Insider in 2023, this reduced customer support wait times by 46%. The AI assistant handles questions, directs users to answers, and sends complex cases to a human team. It doesn’t try to sound human — it aims to solve common issues fast.
Unibet, owned by Kindred Group, started testing AI support tools in 2020 for English markets. They expanded that setup across Europe by 2022. ChatGPT-style models support conversations, but the replies follow strict guidelines to meet legal and responsible gambling standards. Kindred confirmed that the new tools cut customer service workload by 30% during busy periods.
Wndeer supports such projects by designing the chatbot interface and integrating it into the client’s website or app. We align it with the brand’s tone and ensure it connects to user data safely. A well-designed AI support tool needs more than just a backend — it needs clear UX that users can trust. The goal is to improve response time without reducing quality.
Gambling Companies Use AI to Monitor Fraud and Risk
Regulated gambling operators must detect fraud, stop bonus abuse, and flag suspicious behavior. They also need to meet AML laws and protect users from problem gambling. AI helps them track patterns across large sets of user data — far more than any human team could manage.
Entain, the owner of brands like Bwin and Ladbrokes, launched ARC (Advanced Responsibility and Care) in 2022. ARC uses real-time data to identify behavior linked to gambling harm. It looks for warning signs like sudden deposit spikes, loss chasing, or round-the-clock play. Entain reported in its 2023 sustainability report that ARC identified over 2,000 users per month who needed support.
DraftKings, one of the largest US operators, uses machine learning to detect fraud. The system tracks known abuse patterns and flags new risks based on transaction behavior. This includes identity theft, account takeovers, and payment system exploits.
At Wndeer, we work with clients to connect these systems to the frontend. That means designing alerts, user warnings, and block messages that communicate clearly. If a platform blocks an account due to AI-flagged fraud, the message must be transparent. We design the interface to support trust, not cause confusion or frustration.
ChatGPT in Support and Content Production
Since 2022, companies have used ChatGPT to speed up tasks like writing support content, FAQs, and marketing drafts. Gambling firms do not publish unchecked AI text. Legal rules require human review of all public content. But GPT tools now help teams start faster and work more efficiently.
LeoVegas, a mobile-first gambling brand listed in Stockholm, shared its approach in EGR Global. Their team uses ChatGPT to create early drafts of promotional messages. After that, editors and legal staff review and approve the text. AI supports the workflow — it doesn’t replace decision-making.
At Wndeer, we’ve seen similar use cases. A client in the Baltic region used ChatGPT to write rough drafts for new game descriptions. Their editors then rewrote these texts to meet internal and legal standards. The approach saved time and allowed faster updates across their site.
Other clients use GPT tools for translation. A mid-sized crypto casino created base-level content in English, then used GPT to draft translations into Estonian and Finnish. Native editors finalized the output. This process doubled their localization speed without reducing quality.
We also supported a client who used GPT for Tier 1 support over Telegram and Discord. Their team trained GPT-4 on existing support tickets. Users could ask about wallets, deposits, and bonuses — and get real answers instantly. The company updated the training data each month to keep the replies accurate.
Connecting AI Tools With Real User Interfaces
AI can handle analysis and decision-making in the background. But the user still interacts with the interface. If a chatbot gives robotic answers or a fraud warning looks vague, the platform will lose trust. That’s why Wndeer always collaborates with data teams and compliance officers when designing features based on AI.
We make sure that AI outputs feel consistent with the brand. If a system flags an account, the message should explain why and offer clear next steps. If a chatbot replies to a user, the response must feel helpful — not cold or generic.
This is where our role becomes critical. We don’t just insert tools into websites. We structure the user journey to support the logic behind the AI. When we design for a casino or sportsbook, we work to understand the full backend system. Only then can we shape the frontend experience to match.
Gambling operators continue to invest in AI. These tools are changing how support, content, and fraud detection work. But each feature must fit the way users think and act. That requires design, data, and operations to work as one. At Wndeer, we support this process not with slogans, but with actual, working systems — tested, launched, and improved based on real feedback.