The Connecticut Council on Problem Gambling (CCPG) has reported a staggering 203% increase in calls to its problem gambling hotline within just six months. This dramatic rise is directly linked to the state’s introduction of online gambling and sports betting in October 2021.
Overwhelmed Hotline Staff Struggle with Increased Demand
Diana Goode, the Executive Director of CCPG, expressed surprise at the rapid escalation in call volume so soon after the launch of online gambling. “I kind of was blindsided by that,” she remarked, noting that it typically takes longer for individuals struggling with gambling addiction to reach out for help. In response to the surge, CCPG has hired two additional staff members for the hotline, bringing the team to a total of five. Despite this effort, Goode stated that they are still struggling to keep up with demand, particularly during evenings and weekends, leading to concerns about staff burnout.
A significant portion of the hotline’s calls consists of what Goode refers to as “nuisance” calls, which come from individuals experiencing technical issues or complaints about online gambling platforms rather than genuine gambling addiction. Connecticut’s regulations mandate that gambling platforms display a message for customers showing signs of gambling problems: “If you or someone you know has a gambling problem and wants help, call (888) 789-7777 or text ‘CTGAMB’ to 53342.” However, Goode believes that the abbreviated version of this message may be causing confusion among customers, leading to an influx of unnecessary calls. “They want every second of their time to be spent on trying to get people to gamble more,” she explained, criticizing the gambling companies for prioritizing profit over clear communication.
When filtering out these nuisance calls, the actual increase in hotline calls since October is approximately 126%, which, while still significant, would be more manageable for the hotline staff.
Preventive Measures Taken by Gambling Operators
In light of the rise in problem gambling, many are looking to Connecticut’s gambling operators for solutions. However, both casinos and sportsbooks assert that they are already engaged in efforts to combat gambling addiction. DraftKings, in partnership with Foxwoods Resort Casino, highlighted several measures aimed at promoting responsible gambling, including:
- Tools for setting bet limits and overall spending caps.
- Annual contributions to the CCPG to support their initiatives.
Anika Howard, president of Mashantucket Pequot Interactive, emphasized the importance of early intervention in preventing problem gambling. “We believe that ultimately, the most effective programs stop problem gambling behaviors before they start,” she stated, mentioning the development of a comprehensive plan focused on education, prevention, and treatment.
Connecticut is home to two additional online gambling operators: Mohegan Sun, which collaborates with FanDuel for its online sportsbook, and the Connecticut Lottery, which partners with Rush Street Interactive for the PlaySugarHouse sportsbook. While Mohegan Sun and FanDuel have not publicly addressed the uptick in problem gambling hotline calls, Rush Street Interactive has stated that their platforms are accredited by the Responsible Gaming Council, making them the first U.S. online gambling company to achieve this accreditation.
Goode has noted that the PlaySugarHouse sportsbook has generated significantly fewer nuisance calls compared to the other operators. Rush Street Interactive further suggested that the recent spike in hotline calls is likely a temporary phenomenon, typical of new markets. “We believe this spike in calls is customary after a market launches,” their statement read. “As customers are learning about the new platforms offered across the jurisdiction, they are generally receiving more information about how to access problem gambling resources.”
Source : https://www.playct.com/news/connecticut-problem-gambling-calls-increase/
