Ohad Straschnov, Vice President of Compliance at Soft2Bet, writes for SBC News to provide an insiders track into the battle against betting abuse.

At Soft2Bet, betting fraud and bonus abuse are treated as persistent and evolving risks for operators and players in the iGaming industry. Given the various forms these issues can take, from irregular gameplay to coordinated account activity, vigilance must be constant and detection methods must remain discreet to remain effective, as described in Soft2Bet’s recent case study.

Across the industry, and at Soft2Bet, teams favour a simple and effective operating model. Soft2Bet applies a risk-based approach built on automatic triggers that teams review and refine in real-time. The measures applied are proportionate to the level of risk identified; the higher the risk, the stronger and more targeted the response. No fixed checklist fits every case. 

Instead, checks depend on what was flagged and whether it deviates from a player’s normal behaviour, with signals spanning fraud, AML and KYC checks. Soft2Bet’s goal is to protect fair play without adding unnecessary friction for honest customers.

Decision-Making Cycle

At Soft2Bet, the cycle is designed to be transparent, fast and fair. Soft2Bet monitors activity in real time to catch early warning signs as gameplay unfolds. Automated detection runs continuously, with human oversight to add judgment and reduce the chance of flagging normal behaviour.

When an alert is raised at Soft2Bet, teams decide whether the facts justify an investigation. If reasonable suspicion exists, they initiate an investigation, preserve evidence, and establish the scope from the outset, so that each action and decision is traceable. Throughout the process, market-specific rules are applied and every step is aligned with local licence conditions. Where necessary during review, temporary and targeted controls are implemented that can be time-limited and reversible.

A risk-based model keeps the system practical and efficient. Low-risk issues can often be resolved with light-touch checks, while high-risk situations require more stringent measures. Because these regulations cannot cover every possible scenario, a holistic review by a human remains essential.

Analysts consider an extensive range of factors, including, but not limited to, the customer’s history, their playing pattern, and prior interactions. As new information emerges and confirms or rules out any concerns, responses are adjusted promptly.

Each case has a clear record, and once closed, the learning is fed back into rules, training, and products, ensuring that decisions remain proportionate, well-reasoned, and consistent across brands and markets.

Problem Identification

Soft2Bet identifies problems when behaviour deviates from a player’s usual pattern or what is typical for a product. Common triggers include sharp swings in staking or bet frequency, signs of coordinated activity between accounts, sudden device or location changes and rapid deposit-withdraw loops that cycle funds without genuine play.

Typically, no single trigger is decisive on its own. What matters is the pattern, the timing, and the persistence, as well as whether separate signals point in the same direction. Once reasonable suspicion is established, teams register the case, secure the relevant records, and outline the questions that need to be answered. Evidence is preserved, allowing every step to be traced back to verifiable facts. This structure helps separate genuine risk from noise, keeping decisions fair, proportionate and consistent.

Review Process

At Soft2Bet, the review phase brings together specialists from each function to strike a balance between speed and fairness. Among other things, Compliance maintains the audit trail and ensures privacy duties are met and applicable regulations are observed. Legal confirms the reasoning against the terms and applicable laws. Fraud, Risk, AML and Payments specialists analyse transaction flows, payment instruments, and chargeback exposure. Product teams examine whether any feature or setting has enabled the behaviour and propose fixes where needed.

The review phase brings together specialists from each function to strike a balance between speed and fairness. 

Among other things, Compliance maintains the audit trail and ensures privacy duties and applicable regulations are observed. Legal confirms the reasoning against the terms and applicable laws. Fraud, Risk, AML, and Payments specialists analyze transaction flows, payment instruments, and chargeback exposure. Product teams examine whether any feature or setting has enabled the behaviour and propose fixes where needed.

Soft2Bet may put a withdrawal on hold while an additional review is in progress, or hold a bonus until eligibility is confirmed. If the customer is cleared, restrictions are removed without delay and the account returns to its prior state. Before any decision is finalised, it is checked against the license conditions in the relevant market to confirm proportionality and consistency, and then recorded so that similar cases can be handled to the same standard.

Solution and Resolution

At Soft2Bet, restrictions are targeted so that only the implicated account is affected. If an investigation rules out the concerns, the account is restored to its prior state and the outcome is explained. If abuse is confirmed, the operator applies the appropriate result under its terms and the respective legislation. This can include voiding illegitimate bonuses or winnings (if relevant), permanent restrictions or closure, and technical blocks on linked devices or payment instruments. Where financial crime is suspected, reporting duties to the competent authority in the relevant jurisdiction are met.

To prevent recurrence, companies make product and process adjustments where necessary. This can involve refining bonus eligibility, tightening velocity limits, enhancing verification processes, or updating risk scores to improve overall performance. Communication stays clear from start to finish.

Customers receive a clearly worded decision in writing, along with any necessary next steps. Regulators receive the information they require, and when emerging patterns appear, operators flag them as relevant, to support market integrity. Every case is captured in a comprehensive audit trail that records the evidence, reasoning, and actions, ensuring future decisions remain consistent, proportionate, and defensible.

Customer Convenience and Fair Play Preservation

Strong controls should not compromise the user experience. Soft2Bet designs compliance touchpoints to be simple, fast and transparent. Requests for documents are specific and relevant, deadlines are reasonable and only necessary information is sought. 

When extra checks are required, such as a source-of-funds review, teams explain why it is necessary, what to provide and how to complete it efficiently. Requests are timed to minimise disruption and customers are kept informed until the matter is resolved. Fair play is preserved by keeping genuine players moving with minimal interruption while applying additional rigour where risk is higher. That balance keeps day-to-day play smooth and secure.

Regulators frequently gather market data and issue clear guidelines to improve awareness of emerging risks. In Denmark, the DGA reports on trends and publishes guidance that operators can act on. Recent priorities include match-fixing, ‘finfluencers’, and pyramid schemes, as well as AML risks connected to affiliates. In parallel, the DGA publishes monthly market updates (such as average spend by legitimate users and other key indicators), giving both operators and regulators benchmarks to spot deviations early and set a realistic “normal” baseline.

For Soft2Bet, these external references complement internal monitoring, helping us maintain precise, timely and proportionate interventions.

How Product and Data Help

Product decisions can prevent problems as effectively as they drive engagement. Clear on-screen prompts and consistent wording clearly explain the rules and eligibility requirements. Journeys are built to minimise accidental misuse, with eligibility checks and timing safeguards embedded in bonus and withdrawal flows. When extra verification is needed, the request appears at the right moment with straightforward instructions, allowing progress to be quick and any friction to be brief.

Data plays an equally important role. Operators establish behavioural baselines to understand what “normal” looks like across brands and markets. These baselines make it easier to spot outliers without weighing down regular players, and allow teams to tune their responses so that actions remain precise and proportionate. The result is a safer environment, stronger retention and greater trust, because players see that fair play is protected, while service stays smooth.

For a practical walk-through of how this operates day to day, our forthcoming case study, “Maintaining Integrity in iGaming: How Soft2Bet Strikes the Right Balance Between Risk Control and Player Experience”, details Soft2Bet’s licence-specific controls, proprietary monitoring, and how MEGA keeps engagement centred on progress without distorting incentives.

Keeping Fair Play Front and Centre

Effective monitoring and prevention of betting abuse rests on a straightforward and disciplined model. Real-time technology surfaces early signals; human oversight adds judgment, and market-specific rules ensure every step remains compliant. 

By identifying issues early, conducting thorough investigations, reviewing decisions across teams, and taking targeted action, operators can protect their platforms and customers without any unnecessary friction. 

The most effective organisations refine this cycle continuously, folding lessons back into their products and processes so that controls remain precise and the experience remains smooth. The result is that fair play is kept front and centre, providing a safer and more transparent journey for players and a stronger, more accountable operation for operators.