Continuous investments in responsible gaming
Betsson’s dedicated team of seven people handle the day-to-day responsible gaming issues throughout the company. One of our most important tools is our web based FAQs which the customer services department use in their daily work. This tool is updated continuously and is important as we operate multiple brands and hold gaming licenses in eleven jurisdictions – which all have their specific responsible gaming requirements.
EMPHASIS ON EMPLOYEE TRAINING
All new employees, no matter what their role, receive an introduction to responsible gaming and corporate social responsibility issues. We are also planning to roll out a Responsible Gaming e-learning tool for all employees which includes a personalised assessment. In addition, all customer-facing personnel receive in-depth and refresher training as necessary. This complements the externally facilitated responsible gaming training that is mandatory for all our employees and is held twice annually at all our offices.
RESPONSIBLE GAMING TOOLSAND PREVENTION
Our websites and responsible gaming procedures are assessed and audited on an annual basis by our external training and accreditation provider – The Global Gambling Guidance Group (G4). The audits include randomised interviews of our personnel to ensure we remain customer-centric and sensitive to potential problem gambling.
We have implemented a monitoring tool which allows us to pick up any changes in a customer’s playing behaviour. This has enabled us to take a more proactive approach in cases where playing behaviour changes could indicate emerging problem gambling behaviour. We have also created a comprehensive screening tool. Used in conjunction with targeted communication and/or intervention, it helps prevent gambling problems. We have procedures in place to alert us to deviations in playing patterns. We carry out risk assessments on players and also contact them personally. If we have any reason to believe they might be at risk or have a gambling problem, our internal procedures begin immediately to help the player. Betsson offers a free online self-help tool based on cognitive behavioural concepts. Developed in partnership with Sustainable Interaction, this tool is backed up by rigorous research and is continuously fine-tuned. For the past several years, we have been sponsoring research into gambling and problem gambling. We have shared our findings on how to prevent and minimise the harm of problem gambling, for example at various conferences.