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Are Casinos Responsive To Customers Accessing Information about Self-Exclusion?
Margaret Anne Gunnigle1,2, Brianna Morelli3,4, Chance V Dow3,4
1Tennessee Institute for Gambling Education and Research, Memphis, TN, USA. mgnnigle@memphis.edu.
Self-exclusion programs help reduce gambling problems, but accessing information is difficult. Casinos often provide inconsistent and unreliable self-exclusion details, creating barriers for patrons seeking help.
Area of Science:
- Public Health
- Behavioral Science
- Gambling Studies
Background:
- Self-exclusion is a key strategy for mitigating gambling disorder.
- Patrons frequently encounter obstacles when seeking to self-exclude from casinos.
Purpose of the Study:
- To assess the accessibility of self-exclusion information in a metropolitan gambling market.
- To identify potential barriers faced by individuals attempting to self-exclude.
Main Methods:
- An audit methodology involving two observational studies was used.
- Study 1: Phone inquiries to casino customer service regarding self-exclusion.
- Study 2: In-person inquiries to casino staff about self-exclusion resources.
Main Results:
- Telephone requests for self-exclusion information yielded inconsistent and unreliable results.
- On-site casino staff demonstrated limited knowledge, often only directing patrons to physical locations.
- Information accessibility was poor both online and in-person across multiple casinos.
Conclusions:
- Casino employees frequently struggle to provide accurate and comprehensive self-exclusion information.
- Inconsistent information delivery presents significant barriers for individuals seeking to manage gambling behavior.
- Improvements in staff training and information dissemination are crucial for effective self-exclusion implementation.
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