Mystery Shopping in Retail: Preventing Underage Play

*El seminario web contará con interpretación simultánea en español.

O webinar contará com interpretação simultânea em português.
Le webinaire proposera une interprétation simultanée en français.

WLA and digitalRG are pleased to present a focused webinar on Retail Mystery Shopping, one of the most essential tools for lotteries seeking to ensure safe, compliant, and responsible sales practices in retail environments.

Mystery shopping offers lotteries real-world, unbiased insights into how their products are sold, helping organisations evaluate whether retailers are:

• Respecting age-restriction laws,

• Following responsible gaming protocols,

• Providing accurate, safe, and compliant interactions at the point of sale.

The session brings together international leaders in Responsible Gaming to share their expertise, operational strategies, and lessons learned from managing large-scale mystery shopping programmes. It also features a contribution from World Lottery Association, introducing Project RED, the WLA’s collaborative initiative focused on shared learning, best practices, and strategic tools to enhance the positive impact of lotteries.

Participants will gain insights into:

• How lotteries design effective mystery shopping programmes
• How to interpret and use mystery shopping results
• How mystery shopping supports robust age-verification policies and ensures front-line staff follow procedures that protect young people.
• International perspectives, with speakers from Belgium, the United States, and New Zealand sharing real examples of what works and what doesn’t.

Speakers:

• Luca Esposito Poleo (Executive Director - World Lottery Association)
• Frédérique Niemegeers (Head of Mystery Shopping, Retail Back Office & Support Management - Loterie Nationale, Belgium)
• Kate Carlson (Corporate Social Responsibility and Compliance Director - Hoosier Lottery, USA)
• Anna Aucamp (Responsible Gambling Lead - Lotto New Zealand)
• Antonia Mitford-Burgess (Enterprise Risk Manager - Lotto New Zealand)

See more info and register here: https://us02web.zoom.us/webinar/register/WN_SfLTtPWISVe0o58UT8uriQ#/registration