Responsible gambling done right: the experts weigh in

On the occasion of Problem Gambling Awareness Month (PGAM), Casino Guru News has reached out to multiple responsible gambling experts, advocates, and industry stakeholders to pick their brains on how the industry can become a safer place for users.

PGAM is an annual campaign by the National Council on Problem Gambling that seeks to increase public awareness of problem gambling and promote prevention, treatment, and recovery services.

The campaign includes media outreach, training sessions for professionals, and social media initiatives, with a particular focus on promoting the National Problem Gambling Helpline (1-800-GAMBLER). In light of this, Casino Guru News has gathered insights from some of the most influential advocates in the industry for safer gambling.

Simon Vincze, Casino Guru's Head of Sustainable & Safer Gambling:

On the occasion of Problem Gambling Awareness Month, I feel it's important to work together to change the narrative of responsible gambling (RG) to decrease gambling-related harm successfully. Currently, players perceive RG tools and measures negatively because they are designed and communicated as something opposing gambling enjoyment.

That creates a stigma players unconsciously feel, complicating any action aimed at harm decrease. That said, I believe it is time to stop talking about responsible gambling and start talking about the way neat players manage their gambling to keep it enjoyable.

The time to actively engage with players about their well-being. It is time to start providing the right role models that are about the thrill of the game but with an understanding of risks and setting proper limits. It's time to make responsible gambling cool.

Duncan Garvie, Trustee and Founder BetBlocker:

This Problem Gambling Awareness Month BetBlocker hopes that all stakeholders in the sector will think about how blocking software can support safer play. Blocking software isn't a magic bullet that will solve gambling harm. But it is a good starting point after a crisis, buying time to cool off, or to seek support to address the root causes of the problem.

And used creatively, blocking software isn’t just a crisis management tool. BetBlocker’s Scheduler feature allows players to plan when they feel they need support in advance. Self-awareness of how to stay safe is crucial to playing safely. We need to change the narrative around gambling support tools so that every player simply views safer gambling tools as a natural part of their gambling experience.

Offering a free and anonymous service has always been a cornerstone of BetBlocker’s mission. Ensuring anyone, anywhere can receive support to manage their gambling without any barriers to access. We hope all stakeholders in the sector will consider signposting our support this PGAM, and help us reach every player that would benefit from our support."

Alex Kotsenko, Business Development Lead at WinSpirit Casino:

To ensure a healthy gambling environment and reduce impulsive decisions, all casino operators should implement such crucial safety features like deposit, loss limits, and self-exclusion option. These tools are vital for helping players manage their gaming behavior responsibly.

At WinSpirit’s early stages, we received clear confirmation of this approach's importance. A player felt compelled to block their account due to the absence of these essential limits. They patiently waited for us to introduce these safeguards, and once implemented, they returned to our platform. Thus, these tools have proven highly effective in promoting healthy gambling habits and reducing potential risks.

We went even further to enhance responsible gambling by streamlining our self-exclusion process. Instead of the traditional, often stressful method of contacting support, we introduced an automated, self-service option directly on our website. This proactive approach empowers players to take immediate action and has led to a 72% of self-exclusion requests submitted through our website.

Rob Mabbett, Engagement Director, Better Change:

Responsible Gambling done right,

We have to allow players to be able to make their own choices if we are to promote positive and responsible gambling. Through education initiatives for those who work in gambling as well as for those who play we can raise levels of gambling literacy that will help both our colleagues and our players to make better and more informed choices.

Gambling is a problem if it causes a problem, however in my experience in providing treatment for those affected by harm, gambling was often a symptom of a greater and often un-diagnosed issue. The temptation can be to place blanket restrictions on gambling in the hope that it may prevent a few from experiencing harm but this strategy is more likely to increase stigma around a topic that people already find difficult to talk about.

We have a fantastic industry and we should be comfortable in having open and honest conversations about gambling. As an entertainments industry that engages a wide demographic of people, we are in a unique position to prevent the root causes of what can become harmful or problematic play by building trust with our players.

Ciaran Henry, Safer Gambling Consultant at Deal Me Out:

'Know Your Game'

This seems obvious, doesn't it? Surely, anyone who chooses to spend & wager their own money would do so on verticals & game variants they understood.

I worked as a poker specialist before I ever formally got into Safer Gambling, and do you want to know the overwhelmingly most common query I would get every hour of every day?

"How did I lose this hand?" I know cards, and I know you are up to no good. Here, please take a look at my screenshot. Your site is clearly in the wrong.

The losses, anger, potential harm and embarrassment would be felt (by the collective thousands) simply due to a mistake that has to do with a lack of understanding of the core game itself. I saw players thinking they were playing Texas Hold'em when, in reality, they had joined an Omaha table.

In essence, gambling can be an expensive pastime. Make sure you do not spend more than you want to and feel comfortable with, and play at reputable gambling websites to know that RG standards are upheld.

Tracy Parker, Vice President, Policy, Standards and Accreditation, Responsible Gambling Council:

Problem Gambling Awareness Month is a vital opportunity to raise public awareness about gambling-related harms, encourage players to reflect on their gambling habits and highlight the resources and tools available for support.

Across all types of gambling, there a need for more awareness of the warning signs of gambling related harm including gambling disorder or addiction – as well as other, more subtle yet significant ways that gambling behaviors may detract from one’s life such as spending more than planned, emotional distress related to gambling involvement, neglecting other responsibilities because of gambling activity or strained relationships with family or friends due to gambling.

March is also an important moment to promote the wide range of tools and support services available - self-exclusion programs, mental health resources, community-based initiatives, blocking apps, monitoring tools, credit counselling, etc.

It’s important that not only players but also wide range of community organizations are aware of the associated harm and these valuable supports.

Lisa Sophie Dallos, Funnz Operations Manager:

When considering these topics, I think it's crucial for operators to enhance their communication with players regarding actions that could lead to harm, but which players may not consciously understand. This aligns with research demonstrating that players often underestimate their losses and overestimate their winnings.

A successful strategy we implemented at one of our brands involved a pop-up notification based on deposit velocity. Specifically, when a player made their sixth deposit within a three-hour window, we displayed an on-site message.

This message functioned as a reality check, clearly stating the frequency of their deposits, recommending a reduction in deposit frequency, and highlighting the available responsible gambling tools. We observed a notable decrease in risk associated with these accounts following the introduction of this notification.

Image credit: NCPG