Gambler at risk Part 2
[Editor's Note: Yesterday, Andrew Uyal address the guidelines for training casino employees in responsible-gaming issues. Today, we talk about how those guidelines can apply in actual practive.]
Unfortunately, the signs of problem gambling can be sort of convoluted, as it's fairly common for people to joke about not paying their mortgage if they lose this next hand or having to take money out of their kids' college fund. The hard part is sifting through these types of comments that people think are hilarious to find the ones that could actually be a problem.
Usually, the patrons who are really struggling with a gambling problem aren't making jokes like those. They're not even the ones getting super angry, hitting the table, cursing, and complaining about every lost hand. Lots of people hate losing, after all.
Instead, the struggle with problem gambling usually happens internally. The complaining and angst and hopelessness about the money being lost all take place beyond what's obvious, but they do have a recognizable look. It's difficult to explain, but you can see and sense the conflict between knowing they should leave and not being able to stop. Sometimes it's very high-strung and fidgety, while often it's more resigned and defeatist, where you can see they've conceded to the idea that they'll stay in that chair until all their money is gone.
The difficult part about responsible gaming is that not a lot can be done without the person's admission of a problem. And nine times out of 10, if you come right out and ask them if they're OK or want help or offer the problem-gambling resources, they turn them down and say they're fine, there isn't an issue, they don't need the resources. Then they lighten up and continue to stay until their money is gone anyway.
I've had more success coming at it more subtly, saying something like, "It doesn't seem fun anymore when it's going like this." They almost always agree with me. Then I try to make eye contact, saying their name or make some other kind of personal acknowledgment, and say something like, "These tables aren't going anywhere. Maybe let's try again next time when it can be fun again." This tends to reach those people who know they need to leave. It doesn't, unfortunately, always work like I hope it will, but sometimes it does.
Gaming self-exclusion programs prohibit problem gamblers from gambling at a specific property for fixed terms, like one, two, and five years. Since the player is self-excluding, the program requires the patron to acknowledge and sign. Without that acknowledgement from a patron, all the casino can really do is try to reach them on a personal level, not to put them on an exclusion program, but to get them to realize that they may need one.
