Industry response to issues

Most of the well-known companies have installed procedures and provide information to deal with both problems and underage gamblers. Health professionals tend to be sceptical about the good faith in which some of these companies are using such procedures.

For the industry’s part, one source admitted that robust regulation of online gambling is nearly impossible because of the nature of the internet.

Paddy Power’s measures include what the company calls its responsible gambling closure of sites. This is used if a customer says he wants to close his account because he is developing, or has developed, a problem. The customer’s name is noted and thereafter he will be refused if he returns to open a new account.

“If they want to opt to close down under that policy, it will be permanent,” says Paddy Power.

“He simply won’t be allowed to open an account again.”

All of the company’s agents are trained to pick up on warning sign phrases in email communication, such as “I can’t afford“, or “I’m not comfortable” and such like.

These customers can then be referred to GamCare in the UK, or, if management believes the individual has a problem, the account can be closed down.

Gamcare is a UK-based agency offering advice and support for anybody suffering from a gambling problem. “We try to take it seriously and catch the ones who do [require help],” says Power.

The company also operates a restricted programme on account limits. If a customer asks for a limit to be put on their account, this is facilitated, but thereafter any request to increase the limit is only acceded to after a 24-hour cooling-off period. If a customer wishes to decrease their limit, this is facilitated immediately.

Boylesports’ measures to deal with problem gambling are similar.

“Boylesports have adopted and put into effect policies and procedures that promote social responsibility,” says a spokeswoman.

“Our staff are fully trained to identify customers that may be affected by problem gambling.

“If someone requests a self-exclusion form, we will ensure that the person won’t be able to place a bet in any of our stores around the country as well as directing them to Dunlewey [a substance advice centre with counsellors throughout Ireland].

“Boylesports will also endeavour to ensure that the person cannot open an account with our company again.”

Both companies also operate phone helplines which can put punters in touch with help centres.

* Dunlewey helpline: 1800 936 725

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