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Insight UK Responsible Gaming


Tracy Damestani, CEO National Casino Forum


We pledged to our customers, the public, the government and our regulator, the Gambling Commission, that we would give them confidence in the way we conducted our business. We stated that the best way of doing that was to go beyond the requirements of the 2005 Gambling Act, embracing the spirit, as well as the letter, of the law.


Responsible gambling is part of our everyday customer dialogue


Four years on, I think it’s clear we have achieved a great deal. Casinos are committed to promoting responsible gambling all year round, not just for one week a year, and are evaluated by ACE, an independent panel, which ensures they are adhering to these principles. More than 80% of casinos have been assessed and all the major operators know they will be evaluated on a rolling basis every couple of years in the same way that schools know their teaching will regularly be tested by Ofsted inspectors.


Every casino in the country is taking part in the first ever Responsible Gambling Week, an initiative being embraced by every part of our industry. We will be talking to our customers, and the wider public, about what responsible gambling means and providing the tools to help them put those ideas into practice.


I’m delighted our operators are taking a leading role in this awareness campaign. Te casino sector is committed to putting responsible gambling at the heart of everything it does and we set out this commitment when we launched our flagship programme, Playing Safe four years ago.


We pledged to our customers, the public, the government and our regulator, the Gambling Commission, that we would give them confidence in the way we conducted our business. We stated that the best way of doing that was to go beyond the requirements of the 2005 Gambling Act, embracing the spirit, as well as the letter, of the law.


We set out seven core action points: l


l


Setting up a Playing Safe Forum to promote responsible gambling in every casino


Developing a national Voluntary Self-Exclusion Policy open to all operators


l


Providing better information about the comparative risk of different gambling products


l


Using modern communication tools to promote the responsible gambling message


l


Using technology to help customers become aware of their gambling activity


l Working with product manufacturers to develop P34 NEWSWIRE / INTERACTIVE / 247.COM


new technology that promotes responsible gambling


l


Developing metrics and tools to measure the effectiveness of our Playing Safe initiatives


Four years on, I think it’s clear we have achieved a great deal. Casinos are committed to promoting responsible gambling all year round, not just for one week a year, and are evaluated by ACE, an independent panel, which ensures they are adhering to these principles. More than 80% of casinos have been assessed and all the major operators know they will be evaluated on a rolling basis every couple of years in the same way that schools know their teaching will regularly be tested by Ofsted inspectors.


Almost 10,000 customers have enrolled on the national self-exclusion programme, SENSE, since it was launched in 2015. Te aim was to provide a scheme which allowed customers to self-exclude in a simple, transparent way if they wanted to take a break from gambling. Independent evaluation shows the system is robust; 88% of Personal Management Licence Holders surveyed have signed up at least one customer to the scheme and almost one in two have had to deal with breaches, or attempted breaches.


Although the system is voluntary and customers can ask to be removed from the scheme, most operators have a policy of interviewing a returning customer even if they have been taken off the scheme by another operator. Tis shows they are taking their


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