Responsible Gambling Programs Research Articles

Players’ perceptions of, and engagement with, the GameSense responsible gambling program in Massachusetts casinos

ABSTRACT Given the risk and prevalence of excessive gambling, stakeholders have developed educational resources and tools to promote responsible gambling (RG) and minimize gambling-related harms. However, the effectiveness of such programs relies on players’ awareness of, and their engagement with, such programming. This research investigated factors that influence player engagement with the GameSense RG program. We surveyed 1109 regular players across three casinos in Massachusetts where GameSense is used. We found that most players (73.1%) were aware of GameSense and that 17.6% had engaged with the program. In terms of reasons for visiting a Center, Latent Class Analysis revealed two distinct classes: ’Information Seekers’ and ”Curiosity and Swag Inspired’. As for those who had yet to visit a Center, three classes emerged: ‘Invitation Responsive’, ‘Self-Assured Non-Believers’, and ‘Self-Assured’. Although GameSense is for the broad spectrum of gamblers, we found that players who engaged in more RG behaviors were less likely to engage with the program. The results suggest encouraging all players to engage with GameSense may be a challenge. Efforts are needed to increase awareness and engagement of the program across the broad spectrum of gamblers.

Player-Facing Casino Employees: Engagement with Responsible Gambling Programming and its Association with Referring Players.

This research explores the engagement of player-facing casino employees with GameSense, a responsible gambling (RG) program, and referral of players to GameSense. We surveyed 280 employees across three casinos in Massachusetts that use this RG program as part of their RG strategy. We found that although most player-facing casino employees were aware of GameSense, slightly over half visited a GameSense Information Center, and about two-thirds interacted with a GameSense Advisor. In terms of the reason for visiting, Latent Class Analysis (LCA) revealed three distinct classes: Comprehensive Interests, RG Interests, and Focused Interests. As for those who have yet to visit, LCA two classes emerged: RG Proficiency Beliefs and Tempered RG Proficiency Beliefs. Engaged employees were more likely to refer players to GameSense, highlighting the need for targeted approaches addressing the diverse interests of player-facing employees for engaging or not engaging with GameSense. These findings underscore the importance of have player-facing casino employees engage with RG programming, and targeted approached for engagement, to enhance the efficacy of RG initiatives, and contribute to a more robust RG framework within the gambling industry.

Who holds a shared responsibility view of minimizing gambling harm? Results from a multiwave survey of casino gamblers.

Objective: Academics, gambling regulators, and the gambling industry increasingly espouse a shared responsibility view of preventing gambling harm, considering individual gamblers and external stakeholders (e.g., gambling industry employees, government regulators, and public health workers) to be jointly responsible for this task. This study is the third in a series exploring gamblers' beliefs about responsibility for preventing gambling harm. Method: A sample of 4,336 subscribers to MGM Resorts International (MGM)'s loyalty card program as of January 2020 completed a web-based survey. Results: We observed that 58.1% of participants only held individual gamblers responsible for helping prevent gambling harm. However, two factors increased the likelihood of holding a shared responsibility viewpoint and assigning responsibility to casinos for reducing gambling harm: (a) scoring positive on the Brief Biosocial Gambling Screen (BBGS) or an Expanded Problem Gambling Screen (EPGS) and (b) being aware of GameSense, an onsite responsible gambling education program. Those who screened positive on the BBGS or EPGS also were more likely than their counterparts to deny personal responsibility for minimizing gambling harm to individual gamblers; that is, they were more likely to hold a purely external responsibility viewpoint. A meta-analytic year-over-year comparison revealed that compared to being aware of GameSense, screening positive for problem gambling was more strongly associated with assigning responsibility to casinos for minimizing gambling harm. Conclusions: We discuss these findings in the context of self-determination theory and suggest implications for health promotion and best practices for message design in responsible gambling programs. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

Examining Responsible Gambling Program Awareness and Engagement Trends and Relationships with Gambling Beliefs and Behaviors: A Three-Wave Study of Customers from a Major Gambling Operator.

A considerable body of literature has examined elements of responsible gambling (RG) programs in land-based gambling venues. The present pre-registered study examines GameSense RG program awareness and engagement trends and relationships with gambling beliefs and behaviors, at MGM’s U.S.-based casino properties using three samples of MGM’s loyalty program members. We used a repeated cross-sectional approach including observational data collected from one sample (N = 3748) shortly before the rollout of GameSense in 2017–2018, and from two samples collected 1 year (N = 4795) and 2 years (N = 3927) after the program’s implementation. We found that awareness of the GameSense program increased between pre- and 1-year post-implementation, yet did not increase further at 2-years post-implementation. Bivariate analyses showed that respondents who were aware of more GameSense components had a better understanding of gambling concepts and used more RG strategies, whereas respondents who engaged with GameSense used more RG strategies than those who did not, but did not display a better understanding of gambling concepts. The relationship between GameSense awareness and self-reported use of RG strategies remained significant in multivariate analyses with covariates. Moderation analyses indicated that a positive effect of overall GameSense engagement on gambling literacy was only found for respondents who had attended a regional property, as compared to respondents who attended Las Vegas or metropolitan properties. All effect sizes were weak, which suggests that practical impacts of the program currently are limited. Our findings have implications for research on land-based RG programs and we provide recommendations for enhancing such programs.Supplementary InformationThe online version contains supplementary material available at 10.1007/s10899-022-10109-7.

Association between casino resort employee department and responsible gambling program perceptions: a three-year follow-up study

ABSTRACT This study presents results from a third wave of data collection of a longitudinal project investigating implementation of an RG program, GameSense, at MGM Resorts International (MGM), and how casino employees perceive responsible gambling (RG) efforts. Survey data at three time periods – Year 1 (baseline, N = 2,192), Year 2 (one-year follow-up, N = 852) and Year 3 (two-year follow-up, N = 1,114) – measured MGM employees’ (1) perceptions of RG program effectiveness, (2) gambling misconceptions, and (3) perceived company support. We conducted a one-way MANCOVA on Year 3 data, with gambling industry tenure as the covariate, and a two-way MANCOVA to examine the interaction and main effects of department of employment and time period. In Year 3, Front of House Casino employees were more likely than their colleagues to perceive RG programs as effective, suggesting they can play a valuable role in refining internal program content and delivery. In investigating year-over-year changes, both perceived program effectiveness and perceived company support were lower in Year 3 than in Years 1 and 2. GameSense is designed to be part of company culture, and fluctuations in year-over-year findings suggest RG cultural change should be viewed as a long-term goal, not necessarily achieved immediately after initial program launch.

A Comparison of Two GameSense Implementation Approaches: How Program Awareness and Engagement Relate to Gambling Beliefs and Behaviors.

Despite the size and scope of responsible gambling (RG) programs in the U.S., relatively few studies have evaluated these programs. Using survey data from 4795 subscribers to a casino loyalty program, we examined respondents' awareness ofand engagement with the GameSense RG program, and gambling beliefs and behaviors. We compared how differences in the implementation structure and visibility of the GameSense program (i.e., state-regulated with a standalone, branded GameSense center vs. corporate-integrated as part of loyalty program desks) was associated with GameSense awareness and engagement, perceptions of gambling operator RG practices, three Positive Play subscales (i.e., behavior, personal responsibility, and gambling literacy), understanding of gambling concepts, and use of RG strategies. More respondents who had visited the property with a state-regulated, branded center were aware of GameSense (36.5%), compared to respondents who visited other properties (7.4%). Perceptions of the operator's RG practices were generally high for all respondents. Multivariate analyses revealed no relationship between GameSense awareness and gambling belief or behavior outcomes, yet showed that respondents who picked up a GameSense brochure used slightly more RG strategies. Our findings suggest that the visibility of an RG program might influence program awareness and engagement but not certain RG-related behavioral outcomes.

Association between employee department and responsible gambling program perceptions: extension and follow-up study

PurposeThis study investigates how employees perceive responsible gambling (RG) programs, which are part of a corporate social responsibility (CSR) framework for minimizing negative impacts associated with problematic gambling. Casino employees have different levels of interaction with gamblers, which could affect employees' opinions about RG.Design/methodology/approachSurveys at two time periods – baseline (N = 2,192) and one-year follow-up (N = 852) to a new RG program – asked employees at MGM Resorts International (MGM) about their (1) perceptions of program effectiveness, (2) gambling behaviors and beliefs and (3) perceived level of employer support. Two one-way MANCOVAs, with years employed in the gambling industry as the covariate, extended results from a prior study. An additional two-way MANCOVA examined contact-level and year-over-year differences.FindingsEmployees who have high contact with gamblers, such as those in security or casino dealer positions, viewed RG programs as less effective than employees who have low contact with gamblers, such as those in culinary or corporate positions.Practical implicationsEmployees are vital to harm reduction CSR strategies and MGM should work toward a program with varied RG training content and delivery, depending on the likelihood of employee interaction with active gamblers.Originality/valueRG programs are key CSR initiatives for hospitality organizations with gambling licenses. Employees play an interactive role in delivering these programs, so their perceptions and understanding help assess program value. This is the first study to examine employee perceptions of a newly-implemented RG program with baseline and follow-up data.

Gambling Industry Employees' Experiences with an Onsite Responsible Gambling Program.

We examined gambling venue employees' experiences with GameSense, an onsite responsible gambling information center designed to be a resource for casino employees as well as patrons. Participants included 492 employees who reported on their engagement with, and opinions and knowledge of, the GameSense information center and its staff (i.e., GameSense Advisors), as well as their own employment department and gambling involvement. A minority of participants (33.5%) reported having spoken with a GameSense Advisor about responsible gambling or problem gambling; the remaining 66.5% either did not ever speak to a GameSense Advisor or only had a casual conversation with one. Most participants (88.9%) indicated that casino patrons could use the GameSense program, but less than half (37.9%) believed that casino staff/employees could do the same. Participants generally had positive opinions about the program, endorsing positive potential impacts (e.g., "It helps people avoid gambling beyond their limits") more often than negative potential impacts (e.g., "It encourages people to gamble beyond their limits"). However, gambling venue employees with more extensive gambling histories were less likely to endorse positive potential impacts. Participants' department also was associated with GameSense experiences: those in security/surveillance were the most likely to report having interacted with GameSense Advisors (83.3%) and those in food/beverage/retail were least likely to have done so (28.6%). Some of these findings have implications for improving casino employees' experiences with the GameSense program.

Corporate social responsibility vs. financial interests: the case of responsible gambling programs

AimCorporate social responsibility (CSR) is supposed to play an important part in public health. Critics argue that opposing financial interests can prevent companies from implementing effective CSR programs. We shed light on this discussion by analyzing CSR programs of gambling operators.Subjects and methodsTwo data sets are used: (1) seven responsible gambling (RG) programs of German slot machine hall operators and (2) a survey carried out among 512 problem gamblers in treatment who play primarily in slot machines halls.ResultsResults show that the RG programs list mostly mandatory measures with one major exception: to approach possible problem gamblers with the intention to help them. However, operators’ staff approach only 1% of problem gamblers.ConclusionWe argue that the observed ineffective implementation of voluntary CSR measures is grounded in the strong financial incentive of operators to serve precisely the group they should stop from playing: problem gamblers. We conclude that financial interests reduce the effectiveness of CSR.

Association between employee department and responsible gambling program perceptions

ABSTRACTAcademic studies of employee perceptions of and engagement with responsible gambling (RG) provide important insight into how employees engage with RG, but typically treat employees as a singular entity. Employees in different departments, however, have different work experiences that affect their likelihood of directly interacting with gamblers. It is conceivable that degree of contact with gamblers affects employees’ opinions about RG. To examine this possibility, we surveyed cohorts of employees at MGM Resorts International (MGM) (N = 2,192) regarding their (1) perceptions of RG programs, (2) behaviors and beliefs about gambling, and (3) comfort with MGM’s corporate RG environment. Using MANCOVA, with years employed in the gambling industry as a covariate, we observed that employees in departments with less direct contact with gamblers were more likely to perceive RG programs to be effective at MGM than employees who have more direct contact with gamblers. In addition, employees who work in the Food, Beverage, & Retail departments were more likely to hold misconceptions about gambling than employees in Back of House operations. The differences in how departments view RG programs suggest that one-size-fits-all approaches to employee training might not be suitable for RG topics, and that position-based training might be necessary.

Gamblers’ Perceptions of Stakeholder Responsibility for Minimizing Gambling Harm

Increasingly, industry operators and governments espouse the view that they play a role in minimizing gambling harm and have developed and implemented programs and policies designed to promote responsible gambling. However, little is known about gamblers’ perceptions of responsibility for minimizing gambling harm or whether these perceptions are linked to gamblers’ own experience of gambling harm. Gamblers’ perceptions of stakeholder responsibility for minimizing gambling harm could impact not only their gambling behavior but also the potential for legal action following excessive financial loss. We surveyed participants selected from MGM Resorts International (MGM)’s loyalty card database (N = 3748) regarding their perceptions of responsibility for minimizing gambling harm. Additionally, we administered the Brief Biosocial Gambling Screen (BBGS), the Positive Play Scale, and measures assessing participants’ understanding of gambling concepts and use of responsible gambling strategies. Compared to those who screened negative, participants who screened positive on the BBGS had more diffuse conceptions of responsibility for minimizing gambling harm and were more likely to hold five particular stakeholder groups (e.g., MGM Resorts employees, government regulators, public safety officials) responsible. In multivariate analyses, participants’ distributed sense of responsibility for reducing gambling harm predicted their BBGS status over and above other risk factors (i.e., Positive Play, understanding of gambling concepts, use of responsible gambling strategies). We discuss implications for responsible gambling programs and policies.

An empirical review of gambling expansion and gambling-related harm

Abstract. Aims: To discuss and review the latest research related to gambling expansion. Method: We completed a literature review and empirical comparison of peer reviewed findings related to gambling expansion and subsequent gambling-related changes among the population. Results: Although gambling expansion is associated with changes in gambling and gambling-related problems, empirical studies suggest that these effects are mixed and the available literature is limited. For example, the peer review literature suggests that most post-expansion gambling outcomes (i. e., 22 of 34 possible expansion outcomes; 64.7 %) indicate no observable change or a decrease in gambling outcomes, and a minority (i. e., 12 of 34 possible expansion outcomes; 35.3 %) indicate an increase in gambling outcomes. Conclusions: Empirical data related to gambling expansion suggests that its effects are more complex than frequently considered; however, evidence-based intervention might help prepare jurisdictions to deal with potential consequences. Jurisdictions can develop and evaluate responsible gambling programs to try to mitigate the impacts of expanded gambling.

Influence of perceptual factors of a responsible gambling program on customer satisfaction with a gambling firm

Using data collected from customers of a Canadian provincial government-owned gambling firm, this study explores the relationship between gamblers’ perception of the organization’s commitment to responsible gambling programs and satisfaction with the firm. Results of a principal components analysis suggest that many value based judgements are closely related, and a multivariate regression model suggests that perceived adequacy of responsible gambling programs and perceived firm motives are predictive of customer satisfaction scores. We conclude that corporate social responsibility, and in particular, a commitment to responsible gambling programs, are closely related to customer satisfaction with gambling firms.

Regional impacts of casino availability on gambling problems: Evidence from the Canadian Community Health Survey

Casinos are generally recognized as significant generators of economic impact and tourism, but access is typically controlled in a perceived effort to reduce social harms, particularly those from gambling disorders. Using data from a representative sample of 50,048 Canadians across four provinces, this study empirically tests theory of the regional impacts of casino availability on participation in gambling and the development of gambling related problems. Increased exposure to casinos is found to be related to increases in both participation and problem gambling risk, despite the observation that all four provinces recently experienced casino expansion and population-wide declines in problem gambling prevalence rates. The estimates are robust to broad controls for health and demographic risk factors. The findings suggest that hospitality/tourism planners should consider wider expansion of gambling paired with increased investment in responsible and problem gambling programs, to maximize economic impacts while accelerating social adaptation to gambling related harms.

Extending the RENO model: Clinical and ethical applications.

The RENO Model, first published during 2004, described a science-based framework of responsible gambling principles for a range of industry operators, health service providers, community and consumer groups, and governments. These strategic principles serve as a guide for the adoption and implementation of responsible gambling and harm-minimization initiatives. This article extends the RENO Model core principles by describing how to apply these strategies to clinical practice. This discussion examines the central tenets of the model and includes a review of (a) the ethical principles that should guide the development, implementation, and practice of RENO Model responsible gambling activities; (b) a brief consideration of the various perspectives that influence the treatment of gambling-related problems; and (c) a discussion of key applied elements of responsible gambling programs. This article advances the argument that, to maximize positive outcomes and to avoid unintended harms, clinicians should apply science-based principles to rigorously evaluate the efficacy and impact of their clinical practice activities. (PsycINFO Database Record

How Availability and Accessibility of Gambling Venues Influence Problem Gambling: A Review of the Literature

How Availability and Accessibility of Gambling Venues Influence Problem Gambling: A Review of the Literature

Using cross-game behavioral markers for early identification of high-risk internet gamblers.

Using actual gambling behavior provides the opportunity to develop behavioral markers that operators can use to predict the development of gambling-related problems among their subscribers. Participants were 4,056 Internet gamblers who subscribed to the Internet betting service provider bwin.party. Half of this sample included multiple platform gamblers who were identified by bwin.party's Responsible Gambling (RG) program; the other half were controls randomly selected from those who had the same first deposit date. Using the daily aggregated Internet betting transactions for gamblers' first 31 calendar days of online betting activities at bwin.party, we employed a 2-step analytic strategy: (a) applying an exploratory chi-squared automatic interaction detection (CHAID) decision tree method to identify characteristics that distinguished a subgroup of high-risk Internet gamblers from the rest of the sample, and (b) conducting a confirmatory analysis of those characteristics among an independent validation sample. This analysis identified two high-risk groups (i.e., groups in which 90% of the members were identified by bwin.party's RG program): Group 1 engaged in three or more gambling activities and evidenced high wager variability on casino-type games; Group 2 engaged in two different gambling activities and evidenced high variability for live action wagers. This analysis advances an ongoing research program to identify potentially problematic Internet gamblers during the earliest stages of their Internet gambling. Gambling providers and public policymakers can use these results to inform early intervention programs that target high-risk Internet gamblers.

Selling Internet Gambling: Advertising, New Media and the Content of Poker Promotion

This study examines the web design and engineering, advertising and marketing, and pedagogical features present at a random sample of 71 international poker sites obtained from the Casino City directory in the summer of 2009. We coded for 22 variables related to access, appeal, player protection, customer services, on-site security, use of images, text, and language, interactive and immersive materials, promotional products and programs, sponsorships, celebrities, tutelage resources, responsible gambling programs, and thematic content. We explore several questions: How are Internet poker sites designed and stylized to create trust and familiarity and attract and retain consumers? How prevalent are the new forms of social media such as “viral marketing,” “network marketing,” and “word of mouse” advertising in reaching and constituting poker players as consumers? What mechanisms do internet gambling websites deploy to socialize customers to purchase their products and enter into a culture of poker? What are the master advertising messages at websites and what are their implications for responsible gambling and problem gambling?

Responsible Gambling: General Principles and Minimal Requirements

Many international jurisdictions have introduced responsible gambling programs. These programs intend to minimize negative consequences of excessive gambling, but vary considerably in their aims, focus, and content. Many responsible gambling programs lack a conceptual framework and, in the absence of empirical data, their components are based only on general considerations and impressions. This paper outlines the consensus viewpoint of an international group of researchers suggesting fundamental responsible gambling principles, roles of key stakeholders, and minimal requirements that stakeholders can use to frame and inform responsible gambling programs across jurisdictions. Such a framework does not purport to offer value statements regarding the legal status of gambling or its expansion. Rather, it proposes gambling-related initiatives aimed at government, industry, and individuals to promote responsible gambling and consumer protection. This paper argues that there is a set of basic principles and minimal requirements that should form the basis for every responsible gambling program.

Evaluation of the NSW Clubsafe responsible gambling program: opportunites and challenges for New Zealand clubs

In 2002 to 2003, an evaluation of the ClubSafe responsible gambling program, implemented by clubs in New South Wales, Australia, was conducted (Hing, 2003). The study surveyed members from ten large Sydney clubs to assess their level of awareness of their clubs’ responsible gambling measures, how adequate they considered these measures to be, and whether these measures had changed their gambling behaviour in terms of frequency, expenditure and gambling session length. Comparisons were drawn between “problem” and “recreational” gamblers. This paper draws on that study to reflect on some implications of its findings for clubs in New Zealand. This is pertinent, given that Clubs New Zealand have recently licensed the ClubSafe program from Clubs NSW for implementation in New Zealand clubs. However, there are many differences between the clubs in these two jurisdictions. These include size of gaming machine installations, staff and management training and education, membership numbers, and patronage by visitors. Additionally, differences exist between the two in the legislative requirements for responsible conduct of gambling, the competitive environments they face and certain characteristics of their respective markets. This paper discusses how these factors may pose opportunities and challenges for the effective implementation of ClubSafe in New Zealand.