Consumer perspectives of a multi-venue gambling self-exclusion program: A qualitative process analysis

Available online – from the Journal of Gambling Studies

Abstract: Self-exclusion is an important harm minimization strategy implemented by gambling operators to restrict a problem gambler’s access to gambling opportunities. Aspects of self-exclusion, including low uptake and non-compliance, limit the effectiveness of programs. Research that considers the consumer perspective is needed to enhance the perceived utility of self-exclusion in the target audience. Twenty interviews were conducted with current (n = 13) and former (n = 7) participants of a multi-venue self-exclusion program for land-based gaming machine venues in New South Wales, Australia. Participants were asked open-ended questions about their experiences and opinions of the program, including its strengths and weaknesses, and suggested improvements for future consumers. Overall, participants found self-exclusion beneficial. However, several shortcomings of the program were expressed, including lack of available public information and overly complicated registration processes. Participants lacked confidence in venues’ willingness and ability to identify non-compliant gamblers and highlighted the need for vastly improved detection systems. The quality of interactions with venue staff in relation to self-exclusion were mixed; counsellor support, however, was perceived as important from beginning to end of a self-exclusion period. Results suggest that gambling operators should increase marketing efforts to promote the availability and benefits of self-exclusion. Investigation of strategies to streamline registration processes and to augment detection systems with new technologies was supported. Venue staff may benefit from training in appropriate self-exclusion facilitation procedures. Gambling operators should aim to foster strong links between self-exclusion programs and professional gambling counselling services. Access full article

Reference: Pickering, D., Nong, Z., Gainsbury, S.M. & Blaszczynski, A. (2019). Consumer perspectives of a multi-venue gambling self-exclusion program: A qualitative process analysis. Journal of Gambling Studies, 41.