Are Casinos Responsive To Customers Accessing Information about Self-Exclusion?
Abstract
Self-exclusion is a promising intervention for reducing gambling behavior and gambling problems. Casino patrons have reported difficulties when requesting information or exercising the option to self-exclude. Employing an audit methodology, a pair of observational studies explored the accessibility of self-exclusion information from casinos within a mid-size metropolitan gambling market. In study 1, investigators telephoned casino customer service numbers and asked about self-exclusion. In study 2, trained research assistants visited those same casinos to ask multiple staff for self-exclusion information. In both studies, questions were asked about general information about self-exclusion, the physical and online materials on self-exclusion, and directions to the physical and online self-exclusion materials. Phone requests for self-exclusion information were found to be inconsistent and unreliable. Casino staff approached at casinos were generally unable to provide information about self-exclusion beyond references to the physical location of the materials in the casino. Across both studies, casino employees could not reliably provide information about self-exclusion over the phone or in person, revealing potential barriers for individuals who may be interested in pursuing self-exclusion.
Publication Title
Journal of Gambling Studies
Recommended Citation
Gunnigle, M., Morelli, B., Dow, C., Ginley, M., Whelan, J., & Pfund, R. (2025). Are Casinos Responsive To Customers Accessing Information about Self-Exclusion?. Journal of Gambling Studies, 41 (4), 1615-1630. https://doi.org/10.1007/s10899-025-10442-7
