Betclic Group – Safer Gaming Bespoke Training

When Betclic Group approached iGaming Academy last year, they had a clear challenge: how do you train teams across different roles – from frontline customer service agents handling difficult calls, to operational staff who have completely different experience in dealing with players.

Generic training often falls short here. Content designed to suit everyone can end up being too basic for some roles and too detailed for others. Participants don’t get enough time to work through realistic scenarios or ask questions that relate to their actual responsibilities and experience at the business.

So Betclic Group and iGaming Academy built something different: a bespoke training programme tailored to real roles, real challenges, and real conversations their teams were having every day. A successful ongoing partnership that’s so far delivered training to over 90 staff across multiple cohorts (with many more to go) covering safer gaming, player protection, lived experience, and communication strategies for sensitive situations that has generated feedback showcasing how powerful the training has been for staff to implement learnings into practice

If you want to delve deeper into the results and see how we can support your business in a similar way, this case study tells the story of how it’s working, why it matters, and the benefits of investing in tailored training.

Want to learn how we can create bespoke training for your teams? Get in touch with us and we’ll have a no-strings-attached call to help guide you on what solution is best for you.

“Through the collaboration with iGaming Academy and our Betclic Group Safer Gaming experts, iGaming Academy were able to design and produce a more advanced and specific Safer Gaming training experience for our people. We continue to be pleased with our long-standing relationship with iGaming Academy and satisfied with the level and effectiveness of the training content and its delivery.”

Alison Galea, Head of Talent Development – Betclic

“We are so pleased that we were able to build on our long-standing, fantastic partnership with Betclic by developing their in-depth tailored Safer Gaming course. This, along with all other training that the company provides on an ongoing basis, is testament to how they consistently invest in their staff and uphold the highest standards of operation.”

Rebeka Mizzi, Commercial Director – iGaming Academy

Why Bespoke?

Bespoke training works because it’s built around the reality your teams deal with every day. The conversations. The pressure. The judgement calls. The moments where the “right” response isn’t obvious, and a policy document alone won’t help.

When training is built around real scenarios, practical frameworks, and the language teams need in sensitive moments, it becomes easier to apply immediately. It also strengthens organisational consistency, bringing different roles into the same conversation and aligning teams around shared standards of player protection.

Betclic Group understood that safer gaming is not only a regulatory requirement, it is a commitment that needs to be lived in day-to-day interactions. For customer-facing teams in particular, difficult conversations require confidence, empathy, and clear next steps.

That requires training that feels real. Training built around their day-to-day reality.

What iGaming Academy Built for Betclic Group

The Approach: Different Teams, Different Needs

Rather than delivering a single session to everyone, iGaming Academy and Betclic Group designed role-specific training tracks:

Customer-Facing Staff Training
For agents handling player contacts – VIP managers, customer support teams, retention specialists. This wasn’t about theory, it was about practice. How do you recognise red flags in a phone call? What do you say when a player mentions financial pressure or suicidal thoughts? How do you balance empathy with boundaries?

The training includes:

• Real scenarios drawn from Betclic Group’s contact history (anonymised)
• Communication frameworks teams could apply immediately
• Lived-experience testimony from a recovered gambling addict, who openly shares his journey to show staff the real-world impact of gambling harm
• Peer discussion where teams shared their own experiences and learned from each
• Role play and guided practice, so teams could test wording, tone, and escalation choices in a safe setting

General Awareness Training
For teams who don’t speak to players daily but still need to understand safer gaming. Operations, compliance, marketing, HR, tech – everyone plays a role in player protection, even if it’s indirect.

This track focused on:

• Understanding what problem gambling looks like
• Recognising risk signals in player behaviour
• Building organisational empathy and alignment around safer gaming
• Explaining the reason behind the rules, not just the rules themselves

Blended Model Delivery

Before each live session, participants complete online Player Protection Micro-modules on Betclic Group’s learning portal. This provides a shared baseline, allowing live sessions to focus on discussion, questions, and applied scenarios.

Feedback on the eLearning was positive, with participants describing it as useful, clear, and a good way to refresh knowledge that can fade over time.

“They were useful and it’s great that we can look back at it.”

“Very good, not too long and informative.”

“This is a good way to start the training with some knowledge that we can forget.”

The live workshops themselves are interactive, allowing participants to ask questions, role-play scenarios, share experiences, and work through real-world challenges together. The trainer, an expert in both gambling harm and iGaming operations, covers the topics required, however, simultaneously adapts the content in real time based on what the room needs.

What Participants Said So Far

Between October 2025 and January 2026, iGaming Academy delivered training to over 90 Betclic Group staff across multiple groups. Post-session feedback was collected immediately, and the results were consistently strong.

Overall Satisfaction Scores

Post-Training Satisfaction Scores Across All Betclic Cohorts

The Feedback

• Trainer preparation and expertise: 98/5.0
• Participation and interaction: 85/5.0
• Trainer knowledge: 92/5.0
• Time allotted was sufficient: 4.65/5.0
• A few participants noted the session felt a little long. Fair feedback considering it’s a full day of training, so it’s something we adjusted by building in more breaks and tightening the pacing.

Data tells part of the story but what about the actual comments?

On Former Gambling Addict’s Testimony (Lived Experience)

A certified addiction expert who brings the element of lived experience, joined each session to share his story and answer questions. This moment consistently landed as one of the most impactful parts of the training.

“The lived experience was so intense and interesting. Definitely the most helpful part to really understand how players live this situation.”

“The interview with [the former addict] was amazing. It was the part of the training that really made everything click.”

“Better understanding of people who are addicted. The video call with a gambling addict brought it all to life.”

“The testimony from a former addict was very important, but globally everything is important to be reminded of.”

It’s one thing to read about problem gambling in a policy document, it’s another thing entirely to hear someone describe what it felt like to lose control, lie to loved ones, and hit rock bottom, and then to ask them questions and hear honest answers. That’s where empathy gets built.

On Practical Communication Tools

Customer-facing staff particularly valued the concrete, applicable guidance.

“Examples of sentences that we can use were especially helpful – inspirational ways of communicating.”

“The way of phrasing, the approach. Communication tips I can actually use.”

“How to recognise red flags during a phone call. The 10 tools to handle contacts showing gambling problems.”

“More notions on how to handle certain contacts, like suicidal and harmful situations.”

“De-dramatisation of all topics and how to express it into words – practical, objective, and still empathetic.”

This is what bespoke training delivers: not abstract theory, but language and frameworks teams can use in real conversations.

On Peer Discussion and Shared Experience

Training isn’t just trainer-to-participant. Often the most valuable learning happens participant-to-participant.

“We discussed a lot on how to deal with problematic gambling, and it was nice to share our experiences on that.”

“The discussions with every person in the audience, to know each person’s experience.”

“Fair bit of examples and face-to-face conversations. Sharing examples and experience made it very enjoyable.”

“I’m a fan of discussion, so I’d base it on discussion with, of course, things we need to know.”

Betclic Group’s teams work in different markets, handle different player bases, and face different challenges so bringing them together to share what they’ve learned creates organisational knowledge that doesn’t exist in a manual.

Why This Matters for Other Operators

For Betclic Group, bespoke training was the foundation for a safer gaming culture that influences behaviour in real moments.

1. Training That Fits Your Reality

Public training is effective, however, it must be generic, however, markets, player base, internal policies, team structure amongst other areas all vary. Bespoke training adapts to your business and teams, making it more impactful and relevant for attendees.

At Betclic Group, customer-facing staff learned communication strategies specific to the types of calls they handle. General awareness staff learned enough to understand why safer gaming matters without drowning in operational detail they’ll never use. That’s efficiency and relevance combined.

2. Credibility Through Expertise

When a trainer has industry experience, not just gambling harm theory, but the actual operational realities of running a licensed operator, they earn trust quickly and can speak the same language as the attendees, making the training relevant every step of the way. Betclic Group’s teams consistently rated trainer knowledge and preparation at near-perfect levels because the trainer understood their world.

3. Engagement Through Interaction

Lecture-based training doesn’t stick, interactive training does. Discussion, scenarios, peer learning, lived experience, these are the elements that turn passive listening into active engagement.

Betclic Group’s participants didn’t just sit and absorb. They asked questions, shared challenges, worked through examples, and learned from each other. That’s how knowledge becomes action.

4. Measurable Outcomes and Continuous Improvement

With clear learning objectives set upfront and immediate post-training feedback collected, you get data on what worked, what didn’t, and what to refine. Betclic Group’s feedback scores were strong, but they also surfaced specific improvement opportunities (pacing, session length, interactivity). That’s valuable intelligence for making the next session even better.

5. Scalability Without Sacrificing Quality

Once you’ve built bespoke content, scaling it is straightforward. Betclic Group trained over 90 staff across multiple groups over a few months. The content adapted slightly for each group as needed, but the core structure remained strong. That’s the beauty of bespoke: it’s custom-built for you, then repeatable with refinements.

What This Looks Like in Practice

If your organisation is considering bespoke training, here’s what the process typically involves:

Discovery (20-30 minutes)
A conversation about your challenge. What are your teams struggling with? What outcomes do you need? What’s your timeline?

Proposal
A tailored scope: team size, delivery format (on-site, virtual, hybrid, blended approach with eLearning), content outline, timeline, and investment.

Content Build
Briefing sessions with your teams, drafting custom content, testing scenarios, and preparing delivery materials. This is where generic becomes bespoke, real examples, real policies, real challenges.

Delivery
Live sessions (interactive, discussion-based), immediate feedback collection, and outcome measurement.

Iteration
Refine content based on feedback if needed for the next groups and other departments.

Betclic Group’s programme followed this model, and it’s now an ongoing partnership. As new topics emerge (responsible marketing, emerging risks, evolving regulations), the training evolves with them.

Bespoke Works Because It’s Built for You

Betclic’s partnership with iGaming Academy demonstrates what’s possible when training is designed around your teams, your challenges, and your reality:

• Over 90 staff trained across multiple groups
• Consistent satisfaction scores of 4.7+/5.0
• Near-perfect scores for trainer expertise and preparation
• Strong perceived utility: 80+% of participants reported the training would be useful in their work
• Voices from the room: testimonials highlighting practical tools, empathy-building, and peer learning

This isn’t a one-off training event, it’s an ongoing commitment to building a safer gaming culture from the inside out.

If your organisation needs training that people can use in real conversations, and you want delivery that can be adapted to your company and for different roles, bespoke is worth exploring.

Ready to Explore Bespoke Training?

iGaming Academy specialises in custom training design and delivery for gaming operators, affiliates, and service providers. We build training around your business context – not a template.

What we offer:

• Bespoke workshops – On-site or virtual, delivered by iGaming industry experts
• Customised Learning – Content tailored to your jurisdictions, policies, and team roles
• Blended programmes – Online modules combined with live workshops
• Scenario-based learning – Real case studies, role-plays, and decision exercises tied to your operations
• Compliance tracking and reporting – Certificates, attendance records, and audit trails

Get in touch:

📧 training@igacademy.com

Case study written February 2026. All data sourced from post-training survey responses collected between October 2025 and January 2026 – 93 total respondents across multiple cohorts. Participant feedback quoted with permission. Betclic Group named with permission.