VIP teams running on spreadsheets risk silent churn

A survey published in September 2026 by iGaming Business found that VIP teams across the industry continue to rely primarily on spreadsheets and legacy systems to manage their highest-value players. The report was co-authored by Viktoriia Grygorenko, CEO at The Playa. The core warning: this creates conditions for silent churn, where players gradually reduce activity without triggering any formal alert or complaint.

Spreadsheet-based monitoring depends on someone noticing the change. Behavioral analytics can detect it automatically, flagging deposit frequency drops, session shortening, or game-type shifts before a player fully disengages.

In most markets, losing a VIP player is an expensive but manageable event. In the Philippines, it is structurally harder to absorb right now. PAGCOR's contraction of POGO licensing has already removed a significant acquisition layer. Offshore operators are under sustained pressure. The pool of accessible high-value players is not growing.