Hellapenos

What is Hellapenos?

Although three-quarters of respondents rated their VIP data as good or very good, 71% reported data spread across multiple systems. Half admitted sometimes making decisions with incomplete or outdated information. 

“Silent churn” was prevalent, with nearly half (46%) stating that VIP players often or very often became inactive without prior warning. Around 48% had no indicators of players’ behavioural signals or health. Co-author Viktoriia Grygorenko, CEO at The Playa, called this finding the “clearest commercial case in the report”.

“Every other finding – portfolio overload, fragmented data, reactive workflow, no behavioural signal – resolves here, in revenue that walks out without notice, without warning and without anyone getting the chance to intervene.” 

What is Hellapenos?

Published on Monday, after a period of consultation with operators and the gaming ombudsman, the guide clarified expectations around compliance with existing anti-fraud and anti-money laundering regulations without introducing new legal obligations.

While the guide does not impose novel legal duties, it effectively tightens the operational framework that operators must observe to manage player fraud in France.

It has addressed ongoing questions faced by operators regarding when it is reasonable to close accounts, withhold or return player balances, cancel bets, or redistribute tournament prizes deemed fraudulently obtained. 

About Hellapenos

Grant said, at the time of his own case against Star Casino, that he had noticed cards being asymmetrical, but that he had no way of knowing what the next card on his table would be – just like other players there.

How does this apply to Grant’s case against Royal Caribbean? Well, things may be different there; Royal Caribbean takes advantage of players in general, arguing that the practice is tantamount to cheating.

The company also prohibits bad behavior, harassment, recording devices at tables, inappropriate handling of cards or chips, hogging slots, and deviating from house rules, as per the official website. Grant has not been accused of any of this specifically, other than his alleged “card counting.”