The American Gaming Association (AGA) is advocating for more accessible problem gambling helplines and a higher quality service for those in need.
Legal gambling has been on the rise in the US over the last 30 years, with the number of states in which some form of gambling is legalized rising from just 13 back in 1993 to 44 in 2021.
The growth of the gambling industry also meant a growing risk of problem gambling, and the AGA has been on the forefront of this battle. The AGA has remained committed to encouraging responsible gambling through large investments both in financial and human resources, with education and research the principal tools in this effort.
The AGA said research shows the majority of Americans who gamble do so as a form of entertainment and as a pastime. However, gambling can grow into a serious addiction and it is necessary that adequate resources exist for those in need.
Problem gambling helplines are one of the most important resources that AGA has focused on. Today, such helplines exist in every state where gambling is legal, and they provide the appropriate referrals and first aid to those who need help with their gambling addiction.
According to the AGA, the current way in which gambling is regulated in the US causes some confusion, as every state gets to regulate its own gambling, as well as decide how problem gambling helpline disclaimers are displayed on gambling websites.
The AGA said several main issues are caused by such regulations:
- Diminished Awareness: Customers may be presented with many different helplines and difficult to understand legal language in some states, which can cause confusion and a diluted message. At the end of the day, a player may not know which number to call if they need help;
- Helpline Confusion: With a number of different helplines displayed in ads and on online gambling websites, customers can easily get confused and not be sure which number to call. State and federal problem gambling helplines exist, but a single helpline for each state would be more helpful and easier to remember for those in need; and
- Outdated Technology: Without a doubt, telephone helplines should no longer be the only option. With many services using text based live chat options, there is a growing need for such a service in this area as well.
More Efficient Support System Needed
According to the AGA, the problem gambling support system and helplines should be more efficient and easier to access. The association said it supports national helplines to be promoted in all advertising, which would make access to such support faster and more efficient.
By decreasing the amount of time it would take to reach a helpline and reducing the effort it takes to pick the right number, the overall consumer experience could be significantly improved, AGA said.
The AGA believes that the application of modern technologies such as access to helplines through SMS and online and mobile applications would further help customers who are in need of assistance and will continue to support the activation of such additional helplines in the future.
