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Respondents identified several priorities for improving VIP operations. These included an integrated system combining player data, communication history and task management. 

Respondents also requested structured and consistent guidelines with key performance indicators aligned to relationship outcomes. Real-time, detailed data alongside predictive behavioural signals also came up as a frequent answer.

Managerial autonomy supported by senior leadership was also mentioned by respondents.

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A Bet365 spokesperson said the company was working to limit the number of job losses and support employees affected by the changes.

“We are committed to minimising the impact on our people and are exploring all avenues to reduce the number of redundancies,” the spokesperson said. “As a first step, we are planning a programme of voluntary redundancies.

“Our colleagues are our priority. We understand the concerns many will have. Impacted staff have been informed and are being fully supported throughout this process.”

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The department said the guidance had been designed to “improve consistency across the sector and help prevent similar issues from occurring in future”.

In May, an investigation under the title “Operation Turbo” charged an Auckland man on eight counts under the Gambling Act.

The man was charged in connection with two illegal poker venues allegedly operating in central Auckland.