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Analyzing Consumer Protection for Gamblers Across Different Online Gambling Operators: A Replication Study
Maris Catania1,2, Mark D Griffiths2
1Kindred Group, Tigne Point, Level 6, The Centre, Sliema, TPO001 Malta.
International Journal of Mental Health and Addiction
|November 15, 2021
Summary
Responsible gambling (RG) practices among online operators have improved, with better information and tools available. However, further enhancements are needed to fully protect players from gambling harm.
Area of Science:
- Gambling Studies
- Public Health
- Regulatory Compliance
Background:
- Online gambling is a rapidly expanding industry with significant economic and social implications.
- A subset of gamblers develop problematic behaviors, necessitating a focus on responsible gambling (RG), player protection, and harm minimization.
- Regulatory bodies increasingly emphasize RG strategies due to the potential for gambling-related harm.
Purpose of the Study:
- To evaluate changes in responsible gambling (RG) practices among leading online gambling operators.
- To assess the impact of increased regulatory pressures on operator RG initiatives since 2017.
- To determine if RG measures have significantly improved in response to regulatory demands.
Main Methods:
- Replication of a 2017 study by Bonello and Griffiths.
- Audit of 50 leading online gambling operators' RG practices.
- Simulated interaction with customer services, posing as a problem gambler, to assess responsiveness and support.
Main Results:
- Overall RG practices show improvement over the past three years.
- Improvements observed in the quality of information on dedicated RG webpages.
- Increased availability of RG tools and enhanced communication from customer services were noted.
Conclusions:
- Online gambling operators demonstrate progress in implementing responsible gambling measures.
- Despite improvements, specific areas within RG practices require further development and refinement.
- Continued regulatory oversight is likely crucial for sustained enhancement of player protection in online gambling.
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