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A real Dutch treat : problem gambling and responsible gaming . Pieter Remmers Lausanne , March 200 5. What are we talking about ?. Games of skill / chance Problem Gambling Recent Trends Responsible Gaming Company Policy. A chance to win respect/honour Play Entertainment

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A real dutch treat problem gambling and responsible gaming l.jpg

A real Dutch treat:problem gambling and responsible gaming

Pieter Remmers

Lausanne, March 2005

What are we talking about l.jpg

What are we talking about ?

Games of skill / chance

Problem Gambling

Recent Trends

Responsible Gaming

Company Policy

Why do we gamble l.jpg

A chance to win





A chance to win money

A part of the culture

Provides action

Provides escape

A form of problem


Attractive environments

Why do we gamble?

Games of skill versus games of chance l.jpg
Games of skill versus Games of chance

The characteristics should always be

looked at in the way they are mixed and

interact. in this process, it may happen

that some characteristics of one and the

same game rather indicate towards a

game of chance, and others towards a

game of skill.

Games of chance the risks l.jpg
Games of chance; the risks

  • Illusion of control

  • Absence of effective regulation

  • Lack of information

  • Low access threshold

  • Short odd <-> long odd games

  • Vulnerable risk-groups

  • Neuro-biological aspect

Terminology l.jpg

  • Non problem gamblers

  • At-risk gamblers

  • Problem gamblers

  • Pathological gamblers

Instruments l.jpg

  • DSM-4

  • SOGS

  • NODS

  • Social indicators

  • 25 % of net disposable income

Pathological gambling l.jpg


Increasing amounts of money

Unsuccessful efforts to control or stop

Escaping problems

Chasing losses


Illegal acts

Risk or lost relationship, job etc

Bail out

Pathological gambling

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Risk Factors for increase of PG

  • Continuous games

  • Accessibility

  • Easy use

  • Rapid event frequency

  • Quickly reinvested winnings

  • Easy accessible money

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Risk Factors for increase of PG

  • Lack of information

  • Increased social accessibility

  • Lack of education

  • Low outlays and variable stakes

  • Appeal of technology

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What is Responsible Gaming?

Polices and practices

to prevent and reduce harm

of gambling

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Who should be targeted?







High Risk

Problem Gamblers

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Four strategies to promote RG

  • Environment of the product

  • Awareness through public education

  • Staff education / training

  • Awareness through software tools

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Context of policy

  • Licensing, technical operation

  • Privacy

  • Audit and inspections

  • Credit gambling

  • Money laundering

  • Taxation

  • Age verification

  • Customer led time limits

Context of policy16 l.jpg
Context of policy

  • Reality checks within game play

  • Customer led spend limits

  • Player exclusions

  • Third party complaints

  • Training and support of staff

  • Links to problem gambling information and warnings about the risks associated

  • Advertising

  • Player manipulation

  • Improved customer information - time, odds and financial records

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Recent trends

  • U.K.

  • Sweden

  • Germany

  • The Netherlands

  • Switzerland

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Effectiveness of the problem gambling prevention policy of Holland Casino

  • CVO, University of Utrecht, 2001

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Casino visits in 1998 Holland Casino

  • Total visits 4.987.000

  • Total visitors 1.800.000

    • 1 - 3 times a year 88 %

    • 4 - 103 times a year 11,7 %

    • >104 times a year 0,3 %

    • Total number of visitors, visiting twice a week or more: 6000

Problems l.jpg
Problems ? Holland Casino

  • SOGS 5+ screening (based on DSM-III-R criteria on pathological gambling) 5%

  • After weighing 2,2%

  • Based on 1,8 million visitors in 1998: +/- 40.000 visitors (SOGS 5+)

  • After renewed weighing (Bayes) according to DSM-III-R: +/- 24.000 visitors

Is the rgp policy known l.jpg
Is the RGP policy known? Holland Casino

  • 47% knows about it

  • After weighing: 36%

  • More frequent visitors have a better knowledge of the existence of the RGP policy.

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Conclusions and recommendations Holland Casino

  • Knowledge of policy & measures is reasonably good; gets better with higher frequency of visits.

  • Signaling and approaching is essential part of the policy. Guests appreciate that.

  • Frequency of visits as objective signal-indicator  2x a week:

    • Guests with a lower frequency are having problems too.

    • Also include change(s) in frequency pattern.

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Approaching the guest Holland Casino

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Conclusions and recommendations Holland Casino

  • Span RGP policy: 60% not captured

    • Increase profile of RGP policy

    • Improve signaling and approaching

    • Clear protocol of RGP practice

  • Effect protective measures (LV and EB)

    • Effect most temporarily

    • Motivation of guest is crucial

    • More attention for motivational techniques in RGP training sessions

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Conclusions and recommendations Holland Casino

  • Relation with addiction specialists

    • Protective measure is more effective when combined with any form of professional support or treatment.

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Conclusions and recommendations Holland Casino

  • Prevention

    • Protective measures

    • Age limit (18)

    • Mission Statement

    • RGP training sessions

    • Brochure ‘Risks of the game’

    • Low stake games

    • Visitor registration system

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PUBLIC Holland Casino * General * Gamblers * All *At risk

RESEARCH INSTITUTES * Scientific exploration & development of a relatively new domain

GOVERNEMENT * Regulation * Tax Income * Elections

INDUSTRY * Public Image * Most economical strategy * Competitive edge

PREVENTION & TREATMENT PROFESSIONALS * Quality improvement services * Development of methodology and skills * Lower threshold to services

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Responsible Gaming @ PokerRoom.com Holland Casino

  • First online gaming site to be G4 accredited!

  • Accredited on the 5th of April 2004 and already a significant positive response

  • from customers and media.

  • Why G4 accreditation?

  • International accreditation will enhance the perception of the entire gambling industry including casinos, gaming machine venues, lotteries, betting and wagering, e-gaming, interactive gaming and mobile phone gaming.

  • The international standards will promote the concept of rewarding responsible venues or sites.

  • It will distinguish the accredited companies from unethical ones in the industry.

  • Accreditation will send a clear message to both communities and governments of the importance of responsible gambling.

  • The G4 standards exceed any current jurisdictional or regulatory standards in individual countries.

  • We care…

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Site – Home page Holland Casino

  • We care...

  • PokerRoom.com supports Responsible Gaming

  • Strong over 18 only policy

  • Link to Responsible Gaming information and resources

Slide30 l.jpg

Preventive and Curative measures Holland Casino


Brochures, Posters, Mail Shots

In-Patient Treatment

Self-Exclusion / limited visits

Staff Training

Empirical Research


Hot Line

Face to Face

Education - Staff, Customers, & Public

Outpatient Counseling

Or legislative framework in place?