We have found that these programs have not only been beneficial to customers, but to casino workers as well. One of the real secrets in the gaming industry is that there is a high percentage of workers who have a gambling addiction.
How to put a Responsible Gaming Program in place
A casino will need to develop the following:
- A corporate commitment
- Written policies and procedures
- Internal practices to support the program
- A comprehensive training program for both line staff and executives (and as new employees come on board)
- Information on YOUR website about Responsible Gaming
- Information about getting help
- Referral and consultant service for employees and customers.
- Collateral materials, written and used in conjunction with the responsible gaming programs
- Responsible gaming program task force that meets at least 2 times a year
- Partnership with experts in the field of gambling addiction
- Offering Gambling treatment for employees and their families
- A Team approach in deciding Exclusion policies (If someone goes on an Exclusion list and then removes themselves after a period of time and begins playing, again; the casino is taking a real gamble as the player may say “they knew I had a gambling problem and the let me play, anyway”)
In forming a policy you need to ask your task force committee some of the following questions:
- When you develop a Responsible Gaming Policy do you follow thru with the specifics established in your policy? (do you say what you mean and do you do as you say?)
- What type of collateral materials do you provide employees and customer?
- How do you intervene and who is responsible on staff, when a customer and/or employee ask for help?
- Do you mandate all employees (and /or executive) to get staff training on gambling addiction?
- Does your program include a Responsible Gaming Committee?
- How often do they meet?
- Who makes up this committee?
Arnie and Sheila Wexler have provided extensive training on Compulsive, Problem and Underage Gambling, to more than 40,000 gaming employees (personnel and executives) and have written Responsible Gaming Programs for major gaming companies. They also run a national help line (1 888 LAST BET) and work at Recovery Road, a treatment facility in Palm Beach Gardens, Florida that specializes in the treatment of those suffering with gambling addiction. www.aswexler.com.