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The Responsible Gambling Council (RGC) is an independent non-profit organization dedicated to problem gambling prevention.

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Research & Analysis

The following Responsible Gambling Council research and analysis is available for download. When sharing or quoting information contained in these reports, please cite the report, its authors, and its publication date. Please contact us if you have any questions about the appropriate use of this material.

Not all RGC Centre research is posted here for public use due to contractual obligation and confidentiality.

Responding to Patrons with Potential Gambling Problems

Responsible Gambling Council | Nov 8, 2012

The Responsible Gambling Council’s (RGC) Centre for the Advancement of Best Practices has completed their Insight 2011 project—aimed at developing a framework of best practices for gaming providers to respond to patrons who may have a gambling problem. The research includes:

  • A review and analysis of the literature and materials from the gaming industry 
  • Interviews with gaming venue staff
  • Focus groups with gamblers who have experienced problems, and
  • The Insight Forum, a two-day gathering of various gaming industry stakeholders, researchers, treatment providers, and gamblers to discuss, debate, and collect information on issues relevant to assisting patrons in the gaming venue.

This project is the first report of its kind on this topic. The Insight 2011 project identified a framework for improving the process for responding to patrons suspected of gambling problems for the benefit to the patrons, as well the venues themselves. The results will increase gaming staff capacity and strengthen a gaming venue’s overall level of customer service. 

Response Framework Schematic (click image to enlarge)

Insight 2011 Response Framework Schematic

Full Insight 2011 Report

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PDF, 679.77 KB