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Gaming operators share tough experience adapting to new problem gambling helpline
A court ruling forced the National Council on Problem Gambling to change its helpline number, which online casino and sportsbook operators said has caused issues.
A New Jersey judge ordered the National Council on Problem Gambling (NCPG) to use a different helpline phone number last fall, and sports betting and online casino operators shared the difficulty that transition has created in the months since. Speaking to the Massachusetts Gaming Commission (MGC) recently, some of the top brands in legal online gambling noted the frustrations and unnecessary confusion stemming from the NCPG dropping the easy-to-remember 1-800-GAMBLER helpline and adopting a new number, 1-800-522-4700.
Online casinos: Two helpline numbers does not help matters
The changeover to a new helpline was the result of a New Jersey supreme court ruling that determined the Council on Compulsive Gambling of New Jersey, which has owned 1-800-GAMBLER since the 1980s, could retain the number, thereby causing the NCPG to take on its own helpline.
As a result of that ruling, there are now two national hotlines for responsible and problem gambling support at the best online casinos. As Richard Taylor, director of responsible gaming for BetMGM, that split has caused some issues.
Taylor, whose company runs the popular BetMGM Casino app, pointed out that when someone is in an emergency situation in the United States, they know there is a single number (9-1-1) they can call for help. With problem gambling now, he added, "it isn't like that."
Speaking from the perspective of operators of casino apps, Taylor emphasized that it would be best not only for online casinos but also for all individuals if the industry can get to a place where there is one universal number for everyone in the country.
NCPG wants to change number to something easier to recall
Understandably, one major reason why operators believe there's more difficulty post-court decision is the number itself. Obviously, 1-800-GAMBLER is much easier to remember; the NCPG's new helpline, 1-800-522-4700, is not.
That said, David Sousa, representing Bally's, noted that the NCPG is hoping to replace its helpline number with something that can be more easily recalled.
On top of all that is the fact that individual states have their own resources, which, in turn, have their own phone numbers. Jordan Maynard, chair of the MGC, highlighted the state-mandated hotline that must appear on all gambling materials in Massachusetts.
Too many problem gambling helplines 'a disservice' to consumers
Carolene Layugan said that having that many different helplines and resources makes things more difficult for operators to stay in line with laws and regulations.
The director of responsible gaming for Caesars called it a "challenge," though she added that "we get it done and our team members understand the importance of the regulatory requirements."
All that said – as Anthony D'Angelo, responsible gaming senior manager for Fanatics – put it, having to keep up with that many phone numbers and websites "proves to be a disservice" to gamblers, because operators have to shrink text in order to fit all that information in.
Written by Grant Lucas
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