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Accessing Responsible Gambling Information from Casinos: Two Secret Shopper Studies
Brianna Morelli1,2, Margaret Anne Gunnigle3,4, Lilia M Russell3,4
1Department of Psychology, University of Memphis, Memphis, TN, USA. bmorelli@memphis.edu.
Journal of Gambling Studies
|May 24, 2025
Summary
Casino employees often lack knowledge about responsible gambling (RG) resources, making information difficult for consumers to access. This study highlights the need for better accountability in RG program implementation by operators.
Area of Science:
- Public Health
- Behavioral Science
- Gaming Regulation
Background:
- Responsible gambling (RG) programs are legally mandated and part of corporate social responsibility, yet consumer-reported barriers and limited employee knowledge persist.
- Accessibility of RG information is crucial for consumer protection and effective harm reduction strategies within the gambling industry.
Purpose of the Study:
- To investigate the accessibility of information regarding casino responsible gambling (RG) programs using a secret shopper methodology.
- To evaluate the consistency and comprehensiveness of RG information provided by casino employees through telephone and in-person interactions.
Main Methods:
- Two studies employed a secret shopper approach across seven casinos in a major metropolitan area.
- Study 1 involved telephone inquiries to customer service representatives (n=12).
- Study 2 involved in-person inquiries to various casino staff, including on-floor, off-floor, and security personnel (n=20).
Main Results:
- Telephone inquiries revealed unreliable accessibility of RG information.
- In-person interactions showed inconsistent provision of information regarding online RG resources, despite some availability of in-casino materials.
- Casino employees demonstrated limitations in providing comprehensive RG program details.
Conclusions:
- Casinos are currently unable to reliably provide comprehensive responsible gambling information to consumers.
- There is an increased need for governmental oversight to ensure operator accountability for RG programs.
- Operators must improve adherence to their corporate social responsibility commitments regarding responsible gambling.
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