Documented player interaction following markers of harm
MGA.PPD.INTERACTION.1 · MGA · responsible_gambling
Requirement
When markers of harm are detected (chasing losses, deposit-velocity spikes, late-night session length), a documented player interaction must occur within 72 hours and be retained for at least 5 years.
Source: MGA Player Interaction Policy Guidelines (2021) · Audit artifact: MGA Player Interaction Audit
Remediation guidance
Auto-create Zendesk ticket on RG marker; SLA 72h to first interaction.
Evidence specification
| Evidence type | Connector | Spec | Acceptance criteria |
|---|---|---|---|
pam_query | pam-generic | {
"query": "harm_marker_flags",
"required_fields": [
"player_id",
"marker_type",
"flagged_at"
]
} | — |
ticket_log | ticket-zendesk | {
"ticket_tag": "rg_interaction",
"required_fields": [
"player_id",
"interaction_at",
"outcome"
]
} |
|
Recent evaluations (Apollo Gaming Ltd.)
✗
| When | Status | Findings |
|---|---|---|
| 5/24/2026, 11:51:33 PM | fail | 1 finding — Markers-of-harm Zendesk auto-tickets disabled in production since 2026-05-22 (commit 8a3f44c). 12 RG… |