Underdog Adds Responsible Gaming Training to Protect Thousands of Players

Underdog is ramping up its focus on responsible gaming by teaming up with EPIC Global Solutions. The collaboration is designed to provide targeted education and hands-on training for staff, especially those who interact directly with customers.

Good to know

• Underdog partnered with EPIC to improve responsible gaming practices.
• Staff received training from consultants with personal experience in gambling harm.
• Workshops focused on communication, risk awareness, and player protection.

As part of the program, Underdog employees took part in awareness sessions and workshops led by EPIC consultants, many of whom shared their own struggles with gambling harm. Former NCAA and NBA point guard Stevin ‘Hedake’ Smith and ex-boxer Liz Thielen were among the speakers, bringing real-world perspectives into the sessions.

These sessions went beyond basic compliance and focused on the human impact of gambling. By using a gaming-neutral approach, staff learned how to identify early signs of risky behavior and better understand how their customer interactions could influence player outcomes.

EPIC’s Teresa Fiore, VP of North America, said the partnership has gotten off to a strong start. “They have a deep understanding that responsible gaming practices must be at the core for any major operator,” she said. “It’s clear from the session feedback that the responsible gaming message we share – influenced by the lived experience of our team – is making a difference.”

Underdog’s Vice President of Responsible Gaming, Adam Warrington, echoed the importance of this collaboration. “Partnering with EPIC has reinforced the culture of responsible gaming that we are building at Underdog,” he said, adding that the company plans to continue developing its approach through additional sessions.

Communication techniques at the center

The workshops focused heavily on messaging strategies—how to talk to players in ways that build trust, avoid harm, and promote healthier engagement. Participants reported learning new techniques, such as how to pick up on subtle behavioral cues and how to tailor conversations to support customers without judgment.

One takeaway mentioned by staff was the importance of recognizing “the nuances of messaging” and learning how to “dive deeper to get to the bottom of what messaging could be problematic.” Several also appreciated the real-life stories shared by presenters, which helped personalize the subject matter and added weight to the guidance offered.