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Advancements in technology are occurring at an unprecedented pace in today’s world.
Numerous industries and advocacy groups encounter the challenge of comprehending the technological tools and consumer requirements.
Responsible Gaming is definitely aligned with that principle.
The American Gaming Association recently organized a webinar with industry leaders as part of Responsible Gaming Education Month, to explore the impact of technology on the approach to RG.
Learning on the fly
The increasing popularity of online sports betting and iGaming across the nation has brought Responsible Gaming and Problem Gambling Awareness to the forefront in recent years.
The principles of RG that are applicable to brick-and-mortar casinos differ significantly from those required for online gambling. Consequently, Responsible Gaming Awareness is relatively recent in its online endeavors.
Jamie Costello, Director of Programs at the National Council on Problem Gambling, expressed that the organization is currently in a phase akin to that of a teenager. Each individual has independently determined their position, and now they are beginning to unite. This unity allows them to explore how they can collaborate and leverage their diverse opinions, voices, and perspectives to strengthen their collective impact. Costello finds this to be an exhilarating time for the organization, as there is ample opportunity for growth and learning.
A significant modification that has taken place recently involves the alteration of the National Problem Gambling Hotline’s contact number. The hotline’s original digits, 1-800-522-4700, have now been changed to 1-800-GAMBLER (426-2537). This new number is more identifiable and convenient for individuals seeking assistance as it is easier to remember.
Ability to find help for problem gambling privately
The NCPG is striving to shift the texting system to a more recognizable number as well. They acknowledge that certain gamblers may initially feel hesitant to communicate with an unfamiliar person over the phone.
Messaging systems play a significant role in raising awareness about responsible gambling across various gambling platforms.
Maintaining personal anonymity plays a crucial role in addressing a potential addiction concern. In the contemporary era of online gaming, individuals possess the capability to privately search for solutions on their computers and mobile devices.
Responsible gaming advocacy groups can now engage in private message conversations to assist individuals seeking help. This allows for a discreet and anonymous means of providing them with direct and useful information.
According to Costello, the internet offers a vast range of tools and educational resources. However, the issue of anonymity online can pose challenges for Responsible Gambling and player protection. On the other hand, it can also serve as a breakthrough for individuals seeking assistance. Costello believes that unlike picking up a brochure at a physical store or treatment center where others may notice, online platforms allow individuals to discreetly access and utilize various tools without anyone knowing.
The online gambler feels at ease in their personal environment, and advocates for responsible gambling also believe that they will be most at ease when searching for useful information there.
According to Costello, many individuals dealing with gambling-related issues tend to refrain from publicly acknowledging their struggles. However, they often internally contemplate their problems, or their loved ones do. By utilizing technology, they are able to address these concerns within a familiar and comfortable space. Costello believes that technology provides us with a valuable opportunity in this regard.
How operators play a role in responsible gambling
Operators of online sports betting and online gambling platforms have access to a vast amount of metric information that is not readily available to retail casinos.
Operators can analyze each wager, spin of a wheel, or deposit by recording them in an electronic logbook.
Although the idea may make certain users uneasy, it can also function as a safeguard for responsible gambling.
Charmaine Hogan, Head of Regulatory Affairs at Playtech, emphasized the importance of correctly identifying players who may be experiencing harm. She stated that data, technology, and explainable AI play a crucial role in this process. By utilizing these tools, it becomes possible to focus on individual players and intervene appropriately. This approach moves away from a one-size-fits-all strategy and instead aims to identify signs of problematic play early on and intervene accordingly.
Operators now possess the capability to utilize their data to identify instances where a player is behaving erratically or displaying indications of problematic gambling.
Afterwards, operators have the ability to directly and discreetly contact a user and assist them in exploring various responsible gambling (RG) options. These options encompass RG tools such as setting deposit and wager limits, or implementing time restrictions on the application.
Hogan added that the true value lies in the fact that it is more than just a scoreboard tallying the amount of time and money spent online. It involves analyzing payment systems, methods, and fluctuations in usage. Important factors to consider include the frequency of play, chasing losses, declining deposits, and playing later into the day. These markers are crucial and can be shared with the operator to prompt them to offer assistance and guidance to the user.
Hogan observed that, following PlayTech’s intervention with a user, one out of every three players established a deposit limit within an hour of engaging in an online conversation.
Do operators really want to help?
Helping a problem gambler or advocating responsible gaming might appear contradictory to certain individuals when it comes to a casino operator’s intentions.
However, when consumers are well-informed and responsible gamblers, it fosters a longer-lasting relationship between the player and the operator.
In the initial phases of the football season, there has been a decline in online sportsbook operators’ advertisements, while there has been a rise in promotional material focusing on responsible gambling (RG).
You must have come across DraftKings’ recent responsible gaming social media ads, starring the skateboarding icon Tony Hawk and WWE’s The Miz.
In addition, DraftKings has recently emphasized its education hubs integrated within the application. These hubs aim to provide new users with a comprehensive understanding of the mechanics and intricacies of online gambling.
According to Christine H. Thurmond, Director of Responsible Gaming at DraftKings, one of our notable achievements is the establishment of education hubs. These hubs serve as a resource for individuals who want to learn about our games without any financial commitment. Offering step-by-step instructions, tutorials, and informative videos, these hubs guide users on how to play various games and understand odds.
Thurmond acknowledges the need for all operators to provide responsible gaming tools, which we have previously discussed. He believes that these tools still hold a negative reputation, and it is crucial for RG advocates to persistently strive to eradicate this stigma.
Thurmond emphasized the significance of destigmatizing tool usage, as tools provide a valuable means for individuals to customize their play experience according to their preferences. Encouraging people to utilize these tools and providing guidance on their usage is of utmost importance to Thurmond.
All hands on deck for responsible gaming
The webinar this week emphasized the importance of unity among all RG advocates, delivering a clear message.
Irrespective of the operator or company one is employed by, all individuals are working together in harmony to make significant progress in promoting responsible gaming.
Costello emphasized the importance of collaboration, stating that it is the key to achieving a common goal. He expressed that everyone desires to provide assistance to players who are facing difficulties. Although individuals may have varying perspectives, ultimately, the objective remains the same. Costello expressed optimism, believing that progress is being made towards achieving this goal.
Positive changes should be made as a result of the combined efforts of the industry and the advancements in technology.
According to Thurmond, technology enables us to offer an abundance of resources, information, and contacts to the state councils in people’s local areas. By leveraging technology, we can efficiently disseminate information to individuals and facilitate collaborative efforts. When the message is conveyed collectively, it holds more influence and leaves a stronger impact.
Although Responsible Gaming Education Month concludes this week, proponents urge for the perpetuation of discussions pertaining to online gambling at the forefront of all related matters.
“Responsible gambling needs to be ingrained in our culture,” emphasized Costello. “It should be a fundamental aspect of every dialogue. Whether discussing marketing strategies or customer acquisition, responsible gambling must be an integral part of the conversation. Just as we can’t discuss a balanced diet without mentioning fruits and vegetables, we cannot engage in any gaming environment without addressing responsible gambling.”
If you or someone you are acquainted with requires assistance with a gambling-related problem, the Michigan Department of Health and Human Services Problem Gambling Helpline is available for local support. Simply dial 1-800-270-7117 to seek help.