Dr. Jennifer Shatley: “There is a misinterpretation that RG programs are only for those who experienced problem gambling”

We are pleased to welcome Dr. Jennifer Shatley, Executive Director of the Responsible Online Gaming Association (ROGA), to discuss the newly formed, industry-led organization's mission of promoting safer gambling practices. In this in-depth interview, Dr. Shatley provides an overview of ROGA’s projects, including its commitment to research and establishing evidence-based responsible gambling protocols. She emphasizes that responsible gambling (RG) programs are not just for those who have experienced gambling issues but are essential for the wider gaming population. Read on for our full interview with Dr. Shatley.

Q: Dr. Shatley, thank you for joining us. Since the Responsible Online Gaming Association's establishment, what have been the most significant milestones or challenges? What are the association's immediate priorities, especially in terms of industry impact and consumer protection?

Thank you for the opportunity to provide more information about the Responsible Online Gaming Association (ROGA) and our mission. ROGA was founded by eight of the nation’s largest online gaming operators in the United States – Bally’s Corporation, bet365, BetMGM, DraftKings, Fanatics Betting and Gaming, FanDuel, Hard Rock Digital, and PENN Entertainment – with a shared mission to promote responsible gaming (RG). Over the last five months, we have come together as an industry to begin the planning and implementation of several key responsible gaming initiatives.

ROGA recently announced the development of a national college RG education campaign, specifically tailored to the unique needs of university-aged students, that will leverage digital delivery tools to provide RG and financial literacy education to students across diverse campuses and demographics throughout the US.

Launching in early 2025, ROGA is proud to be collaborating with leading organizations that bring diverse expertise and experiences in creating responsible gaming and problem gambling awareness programs that resonate with college-aged audiences, including EPIC Global Solutions, a global leader in gambling-harm prevention; Kindbridge Behavioral Health, a leader in mental health services focused on problem gambling; and the Responsible Gambling Council (RGC), a non-profit organization dedicated to promoting safer gambling by advancing responsible gaming standards through novel research and the delivery of prevention and education initiatives.

Through ROGA's college education program, we aim to provide much needed information and resources about responsible gaming concepts, raise awareness of the consequences associated with problem gambling and available support services, and teach general financial literacy skills that will help students build and maintain good financial habits whether they choose to engage in gaming or not.

The second initiative that ROGA recently announced is the first research study undertaken by the association. We'll again be partnering with RGC on a study that will provide an assessment of current responsible gaming (RG) limit-setting tool usage and a better understanding of players' perceived barriers to RG tool utilization. Our goal is to formulate a baseline examination of existing RG tool engagement while gaining insights that will support the development of new strategies to increase RG tool use.

Q: With the association bringing together key players in the gambling industry, what specific consumer protection initiatives have been prioritized? Are there any immediate tangible benefits that consumers can expect to see from this collaboration?

ROGA’s focus is on fostering collaboration to advance evidence-based responsible gaming initiatives to help educate, equip, and empower consumers tokeep online gaming a fun and recreational experience. Through collaboration with researchers and via the funding of in-depth studies, ROGA will be able to make recommendations regarding the most effective responsible gaming standards, protocols, and best practices based on the latest academic and independent research.

Our immediate goals are to raise awareness and increase utilization of the available RG tools, programs, and resources that help customers set limits – both in terms of time and money – so they can engage with sports betting as recreation with funds dedicatedto entertainment.Currently, there is a misinterpretation that responsible gaming programs are intended only for those who have experienced problem gambling, causing these programs and tools to be underutilized or ignored. In reality, the target audience for RG programs is the entire customer base as these programs are designed to assist players with keeping gaming within their own personal limits.

Q: Self-exclusion programs have been a critical tool in deterring problematic gambling behavior. With many states launching or improving these programs, do you believe they are sufficiently advanced to effectively mitigate problem gambling? What are the key areas where these programs still fall short?

It’s important to remember that self-exclusion is just one program in the larger suite of available RG tools and resources, and our goal is to develop evidence-based best practices to promote and enhance the utilization of all responsible gaming practices for all players.

Responsible gaming programs are about prevention and are intended for all players, with the goal of preventing problem gambling behaviors from developing in the first place.

As I mentioned before, unfortunately, responsible gaming programs are often conflated with problem gambling programs. Because of this, players often ignore responsible gaming programs and limit-setting tools because they don’t identify themselves as being affected by problem gambling.

A major component of the research we're doing involves determining why these stigmas and perceptions exist and using those insights to create evidence-based solutions to determine how to position these programs to make them relevant within the minds of all customers so they can keep gaming a fun and recreational activity – as it’s intended to be.

Q: Beyond prevention, how effective do you find self-exclusion programs in supporting the recovery process for individuals struggling with gambling addiction? Are there specific improvements needed to ensure these programs help maintain long-term behavioral change?

First, it’s important to remember that self-exclusion is a tool to assist in taking a break from gambling. It is not a diagnosis nor a treatment. An important component of the self-exclusion process is to raise awareness and provide information on available resources for assistance and support mechanisms. These include services and resources like 1-800 hotlines and web-based access to assistance, as well as a network of trained counselors and other community health providers.

Q: In your view, are operators leveraging self-exclusion programs as effectively as they could be? What specific improvements or best practices would you recommend enhancing their efficacy?

All of ROGA’s members – Bally’s, BetMGM, bet365, DraftKings, FanDuel, Fanatics, HardRock Digital, and PENN Entertainment – adhere to self-exclusion policies, varying by jurisdictions throughout the country.

But ultimately this is one of the main reasons ROGA was created. In forming ROGA, our members reinforced their commitment to collectively promote responsible gaming through a variety of meaningful initiatives. This includes the creation of a data clearinghouse that will facilitate information sharing amongst our members, allowing a mechanism for industry-wide protection of consumers.

The first iteration of this clearinghouse (pending legal and regulatory approvals) will establish a shared national self-exclusion list amongst ROGA members for players that exclude through our operators’ self-exclusion programs. This shared self-exclusion will better support players that have indicated the need to take a break from gaming.

Q: What role do you believe legislators should play in strengthening consumer protections within the gambling industry? Are there specific regulatory measures or gaps that need urgent attention?

At ROGA, we understand that promoting responsible gaming is a shared responsibility, which is why we are committed to working alongside legislators, regulators, sports leagues, and other stakeholders to develop and promote evidence-based responsible gaming best practices that are designed to protect the wellbeing of players.


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