Identifying a problem gambler

Information for Gambling Providers ONLY.

Problem gambling occurs when people have difficulty limiting the amount of money and time they spend gambling. This can harm the individual, their family and friends, and the wider community.

As an employee of a gaming venue, you know your venue, the popular machines, regular patrons and their behaviour. You play an important role in observing, monitoring and communicating with your patrons and management to minimise the potential for harm in gambling activities.

The list below shows possible gambling risk indicators. You may encounter customers displaying one or several of these indicators. Displaying one risk indicator may not mean the customer is a problem gambler (unless they display that particular risk indicator to an unreasonable degree). Some of the indicators can be quite subtle whilst others may be more obvious. We are looking for clusters of three or more indicators. And remember, you are not a trained counsellor; your job is to respond with respect and refer accordingly.

For advice or assistance, speak to your venue’s manager/customer liaison officer or contact the Gambling Helpline on 1800 858 858.

LOSS OF CONTROL

Tries obsessively to win on one machine
Gambles right through normal meal times
Finds it difficult to stop gambling at closing time
Starts gambling when the venue is opening or only stops when venue is closing

MONEY SEEKING

Gets cash out on 2 or more occasions through EFTPOS
Puts large wins back into the machine and keeps playing
Has run out of all money when he/she leaves venue
Leaves venue to find money to continue gambling
Asks to change large notes at venue before gambling
Rummages around in purse or wallet for additional money
Witnessed or heard that a customer was trying to borrow money from other people at venue or asking for credit from venue

INTENSITY AND DURATION

Spends $300 or more in a session
Often gambles for long periods (3+ hours) without a proper break
Bets $3 or more per spin most of the time
Plays very fast
Gambles on 2 or more machines at once
Gambles intensely without reacting to what’s going on around him/her
Gambles most days
Rushes from 1 machine to another
Significant increase in spending pattern

IRRATIONAL AND SUPERSTITIOUS BEHAVIOUR

Complains to staff about losing, or blames venue or machines for losing
Rituals or superstitious behaviours such as rubbing belly of machine or screen, talking to machine, spitting on machine, use of luck charms

EMOTIONAL RESPONSES

Shows signs of distress after gambling (looks sad/depressed, crying, holding head in hands, nervous/edgy, shaking, sweating)
Gets angry while gambling (kicking, hitting machines, swearing, grunting or groaning, playing roughly/aggressively)

SOCIAL BEHAVIOUR

Stays on to gamble when friends leave venue
Is rude or impolite to venue staff
Becomes angry or stands over others if someone takes their favourite machine/spot
Avoids contact or conversation with others
Generally poor hygiene, or, significant decline in personal grooming or appearance over several days (body odours, dirty or unchanged clothes, messy greasy hair)
Conceals presence at venue (doesn’t answer mobile phone, takes or makes calls outside venue, asks staff not to let others know they are there, people contact or visit venue looking for person)

Thomas, A., Delfabbro, P., Armstrong, A.R., (2014) Validation study of in-venue problem gambler indicators, Gambling Research Australia, (p 203).