Enhancing Responsible Gaming Through Effective Training at PGS 2026

Training as a fundamental tool for responsible gaming practices

Perú Gaming Show (PGS), with over 23 years of history, once again consolidated its position as one of Latin America's most important events for the gambling industry. The trade show brings together operators, manufacturers, suppliers, authorities, and specialists in a space dedicated to the exchange of knowledge, innovation, and business.

During the conference, Fernando Calderón Castro, President of the National Gaming Society (SONAJA), highlighted that the ongoing training of work teams is one of the essential elements for developing effective responsible gaming policies.

“Fulfilling service obligations is important for responsible gaming. We must recognize the red flags that our staff needs to learn to identify,” he explained.

The SONAJA representative emphasized that employees who have direct contact with players play a key role in the early detection of potential problem behaviors.

“Education and training are fundamental in everything essential, because that is where we are face-to-face with the customer, and we have to see what their behavior is like,” he noted.

According to Calderón, training should not be limited to operational aspects, but must also include observation, communication, and prevention tools so that employees can act correctly in risky situations.

Technology and training to detect risk behaviors

During his presentation, Calderón highlighted that new technologies offer tools that complement staff training and improve prevention systems, especially in the online segment.

“In online gaming, we have all the tools. Within the platforms and providers, there are systems used to analyze this behavior, from the moment of identification and evaluation,” he stated.

The president of SONAJA explained that data analysis allows for the identification of patterns related to playtime, betting frequency, or changes in user conduct.

“We must have another control with early information to identify who the person is or what the situation is that could create a risk for the customer and for us,” he argued.

In this regard, he stressed that team training must be accompanied by appropriate technological systems that enable preventive intervention.

“If we review our behavior, we observe and record whether there is a virtual problem, for example, on the betting day or in the times the person plays,” he indicated.

Responsible communication with players

Another central aspect addressed during the conference was the need to maintain clear and transparent communication with users.

Calderón noted that operators must ensure players understand the nature of the entertainment and the conditions associated with gaming.

“It is fundamental that they understand it is a game of chance,” he stated.

In addition, he emphasized that all commercial actions must align with criteria of responsibility and transparency.

“All our marketing departments and all the promotions we run must be properly informed and verified so that the person cannot feel or claim that they are being scammed,” he explained.

For the head of SONAJA, internal training must also include responsible communication criteria, allowing each area of the company to convey appropriate information to the consumer.

“Communication channels can be present not only on the screen, but also within main operations and throughout management,” he added.

Training and controls to protect minors

During the presentation, Fernando Calderón also referenced the importance of reinforcing identification processes to prevent minors from accessing gambling establishments and platforms.

“We must remain vigilant and aware of the importance of entry protocols and the data provided by adults,” he expressed.

The president of SONAJA pointed out that operators must have robust verification procedures and proper training for their employees to prevent irregular situations.

“It is not just about registering them to comply with regulations, but also because of the tools that are coming. No minor should be registered,” he stated.

In this context, he highlighted the need to move toward integrated systems that improve controls and facilitate user identification.

“If there is an initial registry where we can all be interconnected, we can implement measures to recognize who the person is and what their gaming or entry history is,” he explained.

Joint effort among operators, authorities, and specialized entities

Another key message of the conference was the need for a unified strategy among all actors linked to the gaming ecosystem.

Calderón highlighted that responsible gaming requires permanent prevention, assistance, and training programs, with the participation of operators, public entities, and specialized organizations.

“We are going to work with various entities to be able to help individuals facing a problem,” he commented.

He also emphasized the value of existing self-exclusion mechanisms and registries in Peru as protective tools for users.

“The law exists and works; the regulation works, and that is a real case from the Peruvian State that must be taken into consideration,” he assured.

Formality as a strength of the Peruvian market

In the final part of his presentation, Calderón highlighted that formality represents a competitive advantage for the regulated industry and a guarantee for consumers.

“This is the strength we must have in Peru: formality—100% formal, 0% informality,” he stated.

The president of SONAJA explained that operating exclusively with authorized providers and platforms guarantees higher standards of safety and responsibility.

“We can only operate with platforms or providers that are authorized, and they have the obligation not to place their products with unauthorized, illegal operators,” he pointed out.

Finally, he stressed that the continuous improvement of responsible gaming depends on constant training, the application of technology, and the ongoing evaluation of internal processes.

“We achieve this through our policy, through staff training, through existing prevention systems, and through the online tools we must have to understand our environment,” he concluded.

The conference “The Value of Responsible Gaming in Gambling Operations” at PGS 2026 reaffirmed that training, prevention, and technological innovation are essential elements for the industry to move toward safer and more sustainable operating models.