ArenaPlus Head Erick Su underscored the importance of balancing customer retention, compliance, and responsible gaming during a panel discussion at the SiGMA Asia Summit 2026, emphasizing that effective VIP management should focus on long-term player value rather than short-term revenue.
Speaking at the session “High Rollers, High Risk: Where VIP Strategy Meets Compliance” on June 2, Su shared ArenaPlus’ approach to managing high-value customers in an increasingly regulated gaming environment. The discussion came just a day after ArenaPlus was named Best Sportsbook Operator for the second consecutive year at the SiGMA Asia Awards 2026.
According to Su, identifying VIP players involves much more than measuring spending levels. As the Philippines’ leading PAGCOR-licensed online sportsbook, ArenaPlus evaluates customer loyalty, engagement, and long-term contribution to the platform’s growth.
“When we define a VIP player, it’s about the strategy you have for your customer and the relationship you build with them,” Su said. “Even a medium-spending player who demonstrates loyalty and long-term engagement can be considered a VIP.”
He added that ArenaPlus designs its VIP programs around customer lifetime value rather than short-term profitability, ensuring that rewards and retention strategies support sustainable relationships with players.
Beyond customer engagement, Su highlighted the critical role compliance plays in VIP management. ArenaPlus continuously monitors transaction activity and betting behavior to identify unusual patterns that may require further review.
“From an operational perspective, we closely monitor player activity and transaction behavior,” he explained. “If we observe suspicious or abnormal activity, we assess whether additional verification measures are necessary before any compliance trigger is reached.”
Su noted that sudden shifts in betting behavior, unusually large wagers, or signs of potential syndicate activity can prompt enhanced due diligence, including additional Know Your Customer (KYC) checks.
To support these efforts, ArenaPlus assigns VIP managers to maintain strong relationships with high-value customers. These dedicated account managers help ensure smooth communication while making compliance procedures more transparent and efficient when additional documentation or reviews are required.
“At the same time, operators cannot afford to overlook proper checks when they are needed,” Su said. “Failing to address compliance concerns can create much greater risks for the business over the long term.”
Su also cautioned operators against becoming overly focused on short-term gains, noting that such an approach can lead to poor decision-making and increased operational risk.
“In sports betting, a high-turnover player does not always translate into a high-revenue player,” he said. “If operators focus only on short-term revenue, they may overlook compliance requirements, operational risks, or even misidentify who their true VIP customers are.”
The discussion reinforced the growing industry consensus that successful VIP management requires a balance between customer experience, responsible gaming, and regulatory compliance.
SiGMA is a global gaming and technology platform with a portfolio spanning Europe, Asia, Africa, Latin America, North America, and Southeast Asia.
