Responsible Gaming at Knockout Gaming

In this course, you will learn all about:

RG: Problem Gambling - What is it?

What is "Problem Gaming"?

Definition:

Problem gambling is defined as an urge to gamble continuously despite harmful negative consequences or a desire to stop. 

Defining factors are made up of too much time or money spent on our site


Who does it affect?

It affects everyone:

"Problem Gaming" affects not only the player, but it can also affect their friends, family and basically anyone else around them. That includes US at Knockout Casino! 

Anyone can become an addict.

But who cares?

Friends & Family care:

Problem gambling can lead to:

  • Stress & Anxiety
  • Physical Ailments
  • Financial Stress
  • Repossession of home and/or goods

WE care about Knockout Casino

Not only do we care, but we are also license bound to provide protection to players. We can't legally (or morally) exploit vulnerable players. 

  • If we lose our license, we can't operate.
  • If we can't operate, there is no Knockout Casino


RG Facts: True or False?

  • 3-5 Gamblers out of every 100 struggles with a gambling problem
  • On average, an estimated 50 percent of those affected by gambling problems commit crimes in order to support their addiction.
  • The actions of one problem gambler negatively impacts the lives of between 5 and 10 others
  • Only around 15 per cent of problem gamblers seek help.
  • We don't have any responsibility for our players. It's up to them if they want to spend their money with us.
Select from the statements below if you believe it to be TRUE or FALSE. 

Signs of problem gambling

Spotting a problem gambler - the signs:

• Problems in school or work, such as a loss of interest or unexplained absences

• Changes in personality or behavior

• Changes in relationships (new friends and acquaintances whilst ignoring old friends)

• Changes in mood

• Explosive bouts of anger

• Displays of anxiety and stress

• Spending more time and/or money gambling than intended

• Wanting to stop gambling or betting but thinking it’s too hard


• Telling lies about winnings

• Having arguments with family or friends

• Returning to win back money or possessions that you’ve already lost

• Feeling bad about gambling

• Regularly missing or being late for school or work

• Being criticised for gambling or identified by others as someone with a problem

• Borrowing money from people and not being able to pay them back because it’s been lost to gambling


Spotting problem gamblers @ Knockout Casino

  • Angry or abusive customer
  • Being accused of "fixing" the games
  • Players asking for a bonus very frequently
  • Begging to refund bets
  • Players that spend a lot of money
  • Player mentioning in chat that he/she wants to commit suicide
  • Player mentioning that they can't cope with how much they've lost
  • Mentioning they spent money they shouldn't have
  • "Secret" gamblers
What do you think YOU can look out for as CS agent @ Knockout?

Typical RG Scenario

Handling problem gamblers.

Management  are Present:

  • Ask player to bear with you whilst you pull up some account details
  • Inform your TL, RG or Sean to come and assess the case.
  • Stick firmly to the decision made. 
  • If the account needs to be closed, explain politely why. Don't EVER enter into an argument with the player. 

No Management Present

  • Explain to the player that you've noticed the account has been flagged for a routine security check. Close it but not for RG reasons yet.
  • DON'T mention this to the player but refer it to the queue for the RG team/TL or Sean.
  • Send an email to your TL to be sure to investigate.
  • Explain to player that we will be in touch. Don't make any promises to them.

Suicide or Death Threats

  • Remain calm.
  • Close the account right away
  • Explain to the player that you are concerned and be there to listen to them.
  • If possible, try and discreetly get the attention of a colleague who can get in touch with a TL or Sean.
  • TL or Sean will advise you on what steps to take next.