GamCare’s Mike Kenward: Public still feels gambling businesses not playing their part

Mike Kenward, Development Director of GamCare, recently spoke to Gambling Insider about how operators are protecting their customers and what more the Gambling Commission could pay more attention to.

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See below his answers to these key questions – but read his in-depth comments in the January/February edition of Gambling Insider magazine.

Are gambling companies overall getting better at protecting consumers?

What we have seen over the past few years is more investment and resources being applied towards player protection. Yet we know there is still a long way to go. Last year, we conducted a survey with YouGov and it was clear the public felt gambling businesses were not playing their part – only 28% of respondents agreed with the statement that gambling businesses were doing enough to play safely. The industry needs to keep using its resources in finding new ways to mitigate harm.

What is the one thing GamCare would like to see the Gambling Commission pay more attention to?

We know the Commission has been looking closely into the guidance around customer interaction, and we welcome this focus. It’s so important that customer-facing staff feel confident in supporting their customers and know how to respond when someone is experiencing harm, including the right places to refer people – such as the National Gambling Helpline.

The guidance sets out the need for ‘hot transfers’ to support those customers who are escalated internally where gambling harms are identified, which we see as a great step. The more focus we give here, the more we can ensure people are receiving the right level of support at the right time.

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