Australian online gambling customers’ patterns of use of consumer protection tools

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Author(s): Heirene, Robert M. ; Vanichkina, Darya P. ; Gainsbury, Sally M.

Journal: Psychology of Addictive Behaviors

Year Published: 2021

Date Added: August 26, 2021

Consumer protection tools (CPTs) are provided to people who gamble online to prevent or reduce problem gambling. But, not many people use CPTs. In this study, the researchers examined how many online gambling customers use CPTs, how CPTs are used, and who is more likely to use them. The researchers used gambling account data of 39,853 customers from six online gambling sites in Australia. Only 16.8% of customers used CPTs, with deposit limits being the most common. Having customers opt-out rather than opt-in led to an increase in deposit limit use. Many customers who used deposit limits increased or removed the limits later. Customers who used time-outs and/or self-exclusion were younger, more likely to be men, and displayed riskier gambling. The research suggests that online gambling operators need to increase awareness of CPTs. Having players opt-out of CPTs may also increase their usage.

Citation: Heirene, R. M., Vanichkina, D. P., & Gainsbury, S. M. (2021). Patterns and correlates of consumer protection tool use by Australian online gambling customers. Psychology of Addictive Behaviors. Advance online publication. https://doi.org/10.1037/adb0000761

Article DOI: https://doi.org/10.1037/adb0000761

Keywords: consumer protection ; limit setting ; online gambling ; play management tools ; prevention ; problem gambling ; responsible gambling ; self-exclusion

Topics: Gambling Resources ; Information for Operators ; Online Gambling ; Prevention

Conceptual Framework Factors: Environment - Culture of Social Responsibility ; Exposure - Gambling Setting ; Types - Structural Characteristics ; Environment - Responsible Gambling ; Exposure - Accessibility ; Resources - Harm Reduction, Prevention, and Protection ; Gambling Environment

Study Design: Observational: Cross-sectional

Study Population: N = 39,853 customers of six online gambling sites in Australia

Sampling Procedure: Random sampling – the researchers received de-identified data from six gambling operators. Each operator randomly selected customers from the entire cohort who registered with their site within 5 years preceding the 12-month study period. Customers must have wagered at least once during that period.

Study Funding:

This study was partially funded by Responsible Wagering Australia. The authors acknowledge the Sydney Informatics Hub, a Core Research Facility, of the University of Sydney.