Internet gambling is immersive, easily accessible and convenient, making it difficult for gamblers to maintain control. Gamblers are increasingly seeking formal help for gambling problems as a result of their internet gambling. Consequently, preventing internet gambling-related harm is a significant area of concern for researchers, gambling operators and policymakers.
Recent research has found that only a limited number of internet gamblers use the consumer protection tools (also referred to as responsible gambling tools) available to them on gambling websites, as they are viewed as relevant only to gamblers experiencing problems (Gainsbury, Angus, Procter, & Blaszczynski, 2019; Procter, Angus, Blaszczynski, & Gainsbury, 2019). However, the tools are intended to help all gamblers maintain self-control and make rational, controlled decisions when gambling online.
Growth of gambling online
Internet gambling is growing in popularity worldwide and represents an increasing share of the global gambling market. The use of the internet to gamble more than doubled between 2012 and 2018 in Australia, with more than 34 per cent of Australian adults placing bets online in 2018. The main types of internet gambling are wagering and lottery, provided through domestically licensed sites. All other forms of online gambling are prohibited in Australia.
The features of internet gambling make it easy for gamblers to lose track of time and money putting them at risk of excessive gambling and subsequent harm. Gamblers are able to conveniently access their gambling accounts through mobile phones, computers, laptops, tablets and smart watches at any time of the day, with high speed, private, uninterrupted play, and online payment methods.
Consumer protection tools
Online consumer protection tools such as activity statements (to view gambling expenditure) and restrictive tools such as deposit limits (self-imposed limits on gambling spend) and time-out (temporarily suspending access to accounts for specific periods) have been designed to encourage self-awareness in players to help promote responsible gambling to avoid harm.
Although online gambling customers perceive consumer protection tools as helpful in assisting them to limit their expenditure, and to maintain self-control, most do not engage with the restrictive consumer protection tools (deposit limits and time-out) available to them.
Australian research findings
A recent survey of 564 customers of Australian online sports wagering sites found use of activity statements to be higher among younger customers, and the restrictive tools (deposit limits and time-out) to be predominantly used by those who reported problems with their gambling. The participants surveyed that had experienced gambling problems tended to attribute these to gambling on internet apps (48%).
Participants were more likely to be aware of activity statements (96.6%) compared to deposit limits (85.5%) and time-out tools (65.8%). Usage rates also varied between the tools. Although activity statements were the most widely used tool, relatively few gamblers used the restrictive tools. Among those aware of the tools, 88.4 per cent had used activity statements, less than a quarter had used deposit limits (24.5%), and only 8.1 per cent had used time-out tools.
Customers were satisfied with the tools and the majority of gamblers who used the restrictive tools thought their gambling had changed as a result of using these tools. The survey helped to understand the use of, and attitudes towards, the consumer protection tools necessary for designing effective behavioural change strategies.
Using consumer protection tools
Although customer engagement with the restrictive tools was low (as they were perceived as only beneficial to gamblers with problems), the tools are intended to be used by a broad range of internet gambling customers, not just those individuals who meet clinical criteria for gambling disorders, or those that experience severe gambling-related harms. All online gamblers can benefit from engaging with the tools to assist them to remain in control of their gambling and sustain their gambling at an affordable level to avoid the experience of gambling harms and the potential development of problems.
Overall, the most popular reasons for using consumer protection tools were to increase feelings of control and proactivity with gambling and in response to spending too much money gambling. Online gamblers that viewed their activity statements mostly did so to see their transaction history, and just under half to see a summary of their gambling. Deposit limits were primarily used to limit gambling spending, as a means of tracking gambling spending, and to avoid developing gambling problems. Time-out was used as intended – to take a break from gambling.
The most common responses for not using the consumer protection tools available on gambling websites were, “I don’t have any problems with my gambling” and “I can control my own gambling without the [tool].”
Increasing use of consumer protection tools
Further efforts are needed to promote restrictive consumer protection tools as relevant and useful to a wider segment of internet gamblers, to facilitate gambling within affordable levels and to prevent harm and the development of gambling problems. The tools are often only available in specific sections of online wagering sites and are referred to as ‘responsible gambling tools,’ and require customers to opt-in to initiate tool use. The recent survey suggests that online wagering customers perceive the use of consumer protection tools to be straightforward, so this was not a contributing factor to their lack of use.
Online gamblers who currently use the tools had positive attitudes about them, which suggests efforts to increase tool-use could focus on publicising these reportedly positive attitudes towards consumer protection tools. Online gamblers are likely unaware and unable to know others’ attitudes towards the tools due to the privacy online gambling affords players. Publicising positive attitudes towards the tools may enhance normalisation of tool use among all online gambling customers and encourage greater uptake of the tools. This is consistent with a behavioural economics approach in terms of increasing perceptions of social norms to influence behavioural change and ‘nudge’ customers towards tool use.
Developing tools and strategies that do not rely on individuals to be proactive and opt-in to initiate tool use could also be considered. For example, making tool use on gambling websites automatic such that gamblers have to opt-out rather than opt-in. In addition, the survey suggests that gamblers often use their own self-management strategies to control their online gambling. These include keeping limited funds in their accounts and making withdrawals after wins – these strategies could be made available and automated on gambling sites.
Reducing the perception that consumer protection tools are only useful for those with gambling problems is also important to encourage their use by a broader population as a way to remain in control and facilitate sustainable levels of gambling. Gambling operators in Australia and worldwide predominantly use the term ‘responsible gambling.’ Terminology used should clarify that the tools are relevant for the entire consumer base, perhaps replacing current terminology with the use of the terms ‘play management’ or ‘account tools.’
Consumer protection tools offer a promising, practical and inexpensive solution to growing concerns about the experience of gambling-related harms among customers of internet gambling sites. Not enough is being done to protect consumers from potential harm on gambling websites and continued efforts are needed to develop strategies that are perceived as relevant and useful by a broader segment of internet gamblers. Promoting the tools is important to ensure gambling is sustainable and affordable to avoid harms and the development of problems for all gamblers.
The author can be contacted at [email protected]
The research was funded by Responsible Wagering Australia