UK gamblers don’t trust support tools offered by operators, GC survey finds
UK gamblers have a mistrust of problem gambling support tools offered by operators, according to new Gambling Commission research which included “lived experience” from players.
Qualitative research published by the Gambling Commission on Thursday found that gamblers perceived a number of barriers when it came to accessing support on the adverse consequences of gambling.
Participants reported a lack of trust in the support tools that were provided by gambling operators, due to their commercial interest in people gambling and spending more. Some expressed the view that the tools were just a “PR exercise” by operators.
A male participant aged over 55 told the survey: “I don’t trust a lot of these so-called tools. I think indirectly they probably know that the actual participant will carry on doing it or even put some more funds into the gambling.”
Those questioned in the report were skeptical of the tools and questioned how effective they are. Additionally, participants showed they had an overall lack of awareness of what support tools were offered by gambling operators.
However respondents found some of the tools that directly impacted their activity, like deposit limits, were helpful in reducing the adverse consequences of gambling.
“Building full trust in support options available will be key to supporting those who have experienced adverse consequences to access help,” the Gambling Commission’s report recommended.
Gambling Commission seeks to strengthen understanding of gambling harms
The research was developed by the Gambling Commission in collaboration with NatCen and with input from the commission’s Lived Experience Advisory Panel (LEAP).
It is based on responses from the commission’s annual Gambling Survey for Great Britain (GSGB), which serves to provide an overview of UK consumers’ gambling activities.
In a blog post outlining the new report, commission senior research and statistics analyst Amandeep Manku said: “Participants had taken part in the GSGB and reported adverse consequences from their own gambling.
“This research helps to contextualise those findings and broadens our understanding of gambling harms and vulnerability.”
Adverse effects of gambling
A common experience of persons in the study was that gambling can have negative financial consequences.
It had led some to reduce spending their on food or utility bills, as well as a reduction in social engagements with friends due to lack of funds lost to gambling activities.
“I haven’t been able to go out anywhere or I’ve used the money for food [on gambling] where I’ve had to go and borrow money so I could eat,” said one female participant.
Work and education were also cited as impacted areas of life due to adverse gambling harms. Participants described how they could be “distracted” from work or study by their gambling.
One respondent said they had lost their job due to gambling, while another had lost their home.
The report also found that the adverse impacts of gambling addiction could start at any time in a person’s gambling journey, be it immediately or decades in.
Positives of gambling
Other participants in the study did report that they had experienced positive impacts from gambling.
The positives included emotional uplift such as pride, excitement or happiness on winning money. Others described how betting made sporting events more enjoyable.
“Out of everything, I enjoy it. When I gamble and I can see that my analysis, my calculation is right, I’ll be very proud of myself,” a male participant 25-34 years old told the study.
Social experiences which had a positive impact on well-being were also documented. Participants described how gambling could be an enjoyable “bonding experience” with family and friends.
“We’ll make a whole night of it, [going to the bingo club] and just lately the last few times my granddaughter who is now 19 she’s been coming with us as well. Making it an enjoyable outing really,” a female participant aged over 55 years said.
Gambling Commission report recommendations
Within the research, the Gambling Commission noted that intervention to support people experiencing gambling harm needed to be targeted and flexible. It should address both the financial and emotional impact of problem gambling.
The commission also recommended that further qualitative research be carried out that takes into account gamblers lived experience with the industry.
Lived experience discussions are increasingly becoming an active part of the regulator’s efforts to address gambling addiction in the UK and Republic of Ireland.
The UK’s GambleAware established a Lived Experience Council in 2022 which has brought together those with experiences of gambling harms to help guide research.
Ireland’s Gambling Regulatory Authority in April signalled its intent to establish a lived experience panel. This will in part help it develop a Social Impact Fund that will be supported by a mandatory levy on operators.