Study Finds Deep Mistrust in Gambling Support Services
Key Takeaways
The UK Gambling Commission, in collaboration with the research institute NatCen and the Lived Experience Advisory Panel (LEAP), has released a new study. The result: many gamblers in the United Kingdom distrust the support services offered by gambling operators. Responsible gambling initiatives are often perceived as insincere or self-serving. While some tools—such as deposit limits—are seen as helpful, the overall impression is that player protection is not the primary focus.
Distrust Toward Operator Support Services
The study is based on feedback from individuals who have had negative experiences with gambling. Many of these participants were unaware of the available tools or considered them untrustworthy. Some suspected that these measures served more to protect the companies’ reputations than to safeguard players. One participant over the age of 55 said: “I don’t trust these so-called tools. The operators know full well that many people will keep playing or even deposit more money.”
Deposit Limits as an Exception
Despite the general mistrust, certain measures were described as useful. Deposit limits, in particular, helped some individuals better control their gambling behaviour. These tools allow players to set a maximum budget in advance that they are allowed to spend within a specific timeframe.
Consequences of Gambling Addiction: Financial and Social
The effects of problem gambling go far beyond financial losses. Many participants reported spending money meant for groceries or utility bills on gambling. In some cases, this led to debt, job loss, or housing issues. Social isolation was also a concern. One woman shared that she had to borrow money just to afford food after gambling.
Gambling as a Social Activity – Despite the Risks
Not all experiences were negative. Some participants described positive aspects of gambling. These included the thrill of winning, shared experiences with friends or family members, and the social nature of events like bingo nights. One woman over 55 said she regularly goes to bingo with her granddaughter and turns it into a fun night out.
Call for More Flexible Player Protection
The Gambling Commission emphasizes that protective measures must consider both financial and emotional aspects. The study shows that gambling addiction can occur at any stage—early on or after years of participation. Future protection strategies should better reflect the real-life experiences of players. Further research is needed to develop effective measures.
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Our Assessment
The study’s findings cast a critical light on current protective measures in the gambling industry. If players do not take operator support services seriously—or even see them as deceptive—these measures lose their effectiveness. Trust is essential—both for player protection and the credibility of the operators. Deposit limits demonstrate that targeted measures can help. However, more transparency, education, and independent support are needed to effectively protect at-risk players.
Sources
- UK Gambling Commission
- NatCen Social Research
- Lived Experience Advisory Panel (LEAP)
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