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Gambling is often presented as harmless entertainment, something people do for fun, excitement, or just a quick thrill. At the same time, it is well known that gambling carries significant risks, especially when it comes to high bets, losses, and addiction. “Responsible Gambling” is frequently used by operators, regulators, and also players. The real meaning often remains unclear. In the following interview, I reflect on my personal understanding of responsible gambling and my impressions of how the gambling industry handles this sensitive topic. The focus of this interview is on the operators’ perspective.
Today, Kevin Conze explains his idea of responsible gaming.
Question 1: How important is staff training in the context of responsible gambling?
Regular training for the staff is essential for effective player protection. Only well-trained employees are able to recognize early signs of problematic gambling behavior. In my opinion, it is critical to regularly monitor and evaluate player behavior. Monitoring should not only be done to comply with license conditions. Problematic behavior must be investigated. This includes regularly cancelled payouts, chasing winnings, and persistent attempts to contact customer support. For example, to receive personal bonus offers. The better trained the staff is, the greater the chance that problematic gaming behavior will be recognized.
Question 2: Do you think that direct contact with players, for example by phone, can help prevent harm?
Yes, if done politely and only with the players' consent, direct contact can be quite successful. Compared to automated messages or signs, a personal phone call enables a more direct and honest dialogue. The operator can address concerns, talk about limitations, and provide assistance over the phone. Such communication should always be perceived as a sincere effort to assist rather than as surveillance or coercion. A timely personal conversation can, in my opinion, stop a situation from getting worse.
Question 3: What do you think about central systems like OASIS or LUGAS in practice?
Central exclusion systems like OASIS or LUGAS have good intentions and can be useful, but they also create practical problems. In reality, many excluded players simply move to foreign providers. This means they lose the protection of regulated environments and the access to regulated support. In fact, this does not solve the issue at all. I believe such systems should always be combined with education and personal support.
Question 4: How important are education and awareness for players themselves?
In my opinion, education is the strongest preventive measure in responsible gambling. Players need to understand the risks and the mechanisms behind gambling products such as slots or sports betting. Transparent information about house edge, volatility, and long-term expectations helps to create realistic expectations. Furthermore, players should be actively informed about limits, self-control tools, and external help offers. Without proper education, many players underestimate the risks and overestimate their own level of control.
Question 5: What does “responsible gambling” mean to you as an expert in the industry?
Responsible gambling, to me as an iGaming expert, means having a clear and realistic understanding of what gambling means. Gambling is a form of entertainment with a disadvantage for the players. It requires accepting that losses are not a failure; losses are an expected outcome in the long term. I associate responsible gambling with setting limits before playing. I am talking about financial and emotional limits. It's important to stick to them regardless of winnings or losses. Furthermore, it means never gambling with money that is needed for living or other essential expenses. Another aspect is self-awareness – to understand why you are gambling in the first place. The player needs to understand if he gambles for pure enjoyment, stress relief, boredom, or chasing losses.
Question 6: Do you think responsible gambling is really achievable for players?
Theoretically it's achievable for all players, but realistically not for everyone. Individuals are different in their emotional stability, impulse control, financial situation, and psychological vulnerability. While some players can gamble without developing problematic behavior, others are more prone to addiction due to personality or life circumstances. For this reason, responsible gambling should not be seen as a universal standard that applies to all players. It's achievable for some, probably the majority, but for some others it remains an ideal rather than a realistic expectation.
Question 7: How important is self-discipline for players?
Self-discipline is one of the most important factors of responsible gambling, but it is also one of the most fragile. It involves the ability to stop betting or playing even when emotions encourage you to continue. It does not matter if it is after a win or a loss. However, we cannot rely on the self-discipline of players.
Especially in an environment designed to keep them engaged. There are many factors that can weaken self-control. Alcohol, drugs, or stress, for example. This is why self-discipline should be supported by external measures such as limits and cooling-off periods. Without such support, even disciplined individuals can struggle to remain in control over time.
Question 8: How do you personally see current gambling regulations?
In many countries the regulations have improved in recent years. In particular, in terms of player protection and advertising restrictions. However, gaps still remain. Enforcement is often inconsistent, and regulations struggle to keep pace with new technologies. In my opinion, clearer warnings and a better education about risks would help. It is also important that rules make sense for players and operators; otherwise, players may drift into the gray market. For example, imposing limits such as 5-second spins or excessively tight betting restrictions can frustrate players and make the gaming experience feel unnatural.
Question 9: What is your opinion on tools like deposit limits or self-exclusion?
Tools like deposit limits, loss limits, or self-exclusion can be effective, particularly for players who are already aware of their gambling behavior. It helps them to stay in control, whether of their deposits or gambling time. Deposit and time limits help to create a clear boundary between entertainment and excess, while self-exclusion can be a critical safety for individuals who are already at risk. But these tools are not a complete solution. Weather they are effective or not depends on how easily they can be bypassed and how seriously operators enforce them.
Furthermore, players must be willing to use the tools. When implemented correctly, they can significantly reduce harm, but they are not a guarantee for a safe gambling environment.
Question 10: How much responsibility should gambling providers carry?
Gambling providers such as online casinos or land-based casinos carry a substantial level of responsibility. They design the games, marketing strategies, and experiences for the players. Of course players make their own choices, but operators influence behavior through game mechanics, bonus offers, and advertisement. Examples are rapid gameplay and personalized bonus offers. In my opinion, providers should actively promote safer gambling practices rather than treating them as a legal obligation. This includes clear communication about risks and effective monitoring of player behavior.
Question 11: Do you also gamble?
I gamble from time to time, and I clearly enjoy it still today. I started with poker during the big hype of Chris Moneymaker. Poker has always meant more than just a game for me since it was my first encounter with winning real money and testing my skills against friends and strangers. Since I was working as a dealer for blackjack and roulette, I also like placing bets in both games from time to time. Over time, I also developed a strong interest in sports betting. I like the combination of strategy, knowledge, and unpredictability that comes with the outcomes of football games. For me, gambling remains a form of entertainment and a way to enjoy my free time. Of course, it is essential to stay within the limits at all times.
- B.E. Delmer, Gambling911.com
