IGA panel: Separating responsible gaming from problem gambling threats
Industry representatives in responsible gambling speak at the IGA conference in San Diego on how initiatives and goals within RG have evolved over the last number of years.
Speakers:
– Keith Whyte, Safer Gambling Strategies President and CEO
– Nicole Scott, ICRG Tribal Relations Consultant
– Dr. Jennifer Shatley, ROGA Executive Director
During the Indian Gaming Association (IGA) conference in San Diego, representatives of the responsible gaming space shared insight as to how the industry has begun to mix the challenges seen between responsible gaming and problem gambling.
“One of the mistakes I made when I first got into the space in the 1990s is I thought responsible gaming was easy. Just put up a self-help number or train your employees better,” Safer Gambling Strategies President and CEO Keith Whyte said.
“Now I would say if you’re going to do responsible gaming, it’s a genuinely heavy lift. It’s not something that will be simple to accomplish by any means. And if you’re going to actually push efforts toward responsible gaming, don’t cheap out. If you’re going to invest, actually invest.”
Dr. Jennifer Shatley, Executive Director for the Responsible Online Gaming Association (ROGA), commented that over her 25 years of experience in responsible gambling, watching the initiatives of problem gambling and responsible gaming be mixed together has brought on unneeded fear to players.
“Responsible gaming is not problem gambling, we’re not trying to take away gaming or prevent players from taking part in the offering,” Dr. Shatley said.
“Responsible gaming is bringing forth the resources and education available to players and operators as well, not attempting to prohibit any specific customer from taking part in the industry.”
International Center for Responsible Gaming (ICRG) Tribal Relations Consultant Nicole Scott highlighted a new position that has seemingly become more prevalent for operators, Director of Responsible Gambling, which helps to oversee potential signs of concern on the casino floor. She also noted how, especially at Tribal properties, the need to ensure all employees are trained in responsible gaming strategies has become more prevalent in recent times.
Good to know: The NCPG reported Whyte stepped down from his role as Executive Director on January 13, with Nancy Green having been appointed as Interim Executive Director in his place
Whyte, the former Executive Director of the National Council on Problem Gambling (NCPG), referred back to his days as a bartender, knowing not to over-serve a customer but also treating “regulars” differently from new patrons.
Speaking on how the “negative stories will always outweigh” the positives, Whyte also described that even when an operator believes its employees are safe gamblers, they still have relatives or friends that are most likely suffering from problem gambling. Training every employee properly, as Scott noted, is the key to turning around the responsible gaming concerns seen in numerous properties.
The panelists also agreed that “data is power,” and the information that can be collected about customers in slot, table and video play can also be used for responsible gaming, especially in an industry where verticals such as sports betting and sweepstakes casinos continue to threaten responsible gaming strategies.
Dr. Shatley specifically pointed out that responsible gaming resources such as betting limits, mobile notifications and automated breaks in play have helped counteract problem gambling, despite the two still differing in many ways. While neither has a “simplistic view” by any means, there will be a constant need to separate the need for responsible gaming resources in casinos around the US, while problem gambling remains as a “standalone concern” that drives efforts in contrasted ways.
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