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Gambling harm and how to help
If you've already completed your Responsible Service of Gambling (RSG) training, this course will help refresh your knowledge about:
- how to identify gambling harm and help someone who is (or might be) at risk
- customer liaison officers (CLOs) who can help with safer gambling
- providing gambling support information.
Once you've read the information, take the quiz to see how much you remember.
This course is designed to help gaming staff refresh their knowledge about key elements of RSG training. It doesn't replace RSG training and certification.
Identifying the signs of gambling harm
Gambling can cause harm to individuals, their family and friends and the wider community. Gambling harm can occur when people have difficulty limiting the amount of money and time they spend gambling. It can be hard to detect.
As an employee of a gaming venue, you know the popular machines, the regular patrons and their behaviour. You play an important role in observing, monitoring and communicating with your patrons to minimise the potential for gambling-related harm.
Signs of gambling harm
You might see these signs of gambling harm in your patrons:
- a distressed, irritated or depressed mood, for example, shaking, swearing or crying after a loss
- a noticeable decline in personal grooming and appearance over several days
- aggressive behaviour towards staff and other patrons, for example, blaming others for losses or becoming angry if someone takes their spot
- obsession with 'lucky' items
- stalking a favourite machine
- asking staff not to tell others they're there and/or avoiding contact with others
- bragging about how skilful they are at gambling and bragging about winning
- spending more than they can afford in a gambling session or showing a significant increase in spending
- repeatedly withdrawing money from the ATM, requesting credit or asking to borrow money
- starting to gamble when the venue opens and only stopping when the venue is closing.
Family and friends might see these signs of gambling harm in someone they care about:
- being preoccupied with and prioritising gambling over family and social obligations
- unsuccessfully trying to control, cut back or stop gambling
- gambling as a way of escaping problems or as relief from feelings of helplessness, guilt, anxiety and depression
- committing illegal acts, such as forgery, fraud or theft to fund gambling
- using family finances to fund gambling activities
- jeopardising or losing a significant relationship, job or career opportunity because of gambling
- lying to hide the amount of gambling.
Risks of staff experiencing gambling harm
Australian gambling industry employees are 10 times more likely to experience gambling harm than the general population. The most likely theory is over exposure—people who spend a lot of time in situations involving gambling are more at risk.
Research has found that employees who gamble unsafely are less supportive of safer gambling measures.
Understanding this may:
- help prevent you or your colleagues from experiencing the negative consequences of gambling
- help you recognise the importance of gambling safely.
If you or someone you know is showing the signs of gambling harm, you can contact your local Gambling Help Queensland service for free and confidential support.
Signs of gambling safely
People who gamble without it negatively impacting their lives generally:
- think of gambling as entertainment, not a way to make money
- only gamble with money they can afford to lose
- set a spending limit in advance
- give themselves a time limit and stick to it
- take breaks
- don't gamble when depressed or upset
- balance gambling with other activities
- never chase losses
- don't take ATM cards with them when gambling
- don't drink or use drugs when gambling.
Support for people experiencing gambling harm
For signs of immediate harm or danger call 000.
Crisis support is also available through Lifeline on 13 11 14.
If you're worried about your gambling—or someone else's—free and confidential help is available through:
- Gambling Help Queensland—available 24 hours a day, 7 days a week
- The Gambling Helpline on 1800 858 858—available 24 hours a day, 7 days a week
- Gambling Help Online—providing professional online chat counselling and email support.
Find out more about counselling, support and advice for gambling harm.
Also consider...
Helping patrons experiencing gambling harm
Gambling industry staff are usually the first point of contact for patrons seeking help for gambling harm.
It's your responsibility to be aware of your venue's safer gambling policies and procedures. Ask your manager if you're unsure.
Customer liaison officers
The voluntary Queensland responsible gambling code of practice (the Code of Practice) recommends gaming venues have a customer liaison officer (CLO) available during approved gaming hours.
Make sure all staff and customers know who the CLO is by displaying their name and photo in the gaming room.
The CLO is responsible for providing information to help patrons who show the signs of gambling harm. The CLO's duties can include:
- organising gambling exclusion training for staff
- preparing exclusion forms and enforcing exclusions
- referring excluded players to their nearest gambling help service
- notifying OLGR of exclusion breaches within 7 days
- linking in with local community groups to establish support networks for people experiencing gambling harm
- providing information and supporting staff to help patrons experiencing gambling harm
- dealing with complaints
- ensuring minors aren't in the gaming room
- ensuring gaming staff don't play machines at their venue while employed or for 30 days after they stop being employed by the venue
- ensuring no credit is given for gambling.
When staff are performing any of the above duties, the CLO should be available to help and support them.
Approaching patrons who show signs of gambling harm
Under the Code of Practice, your CLO and approved manager must be appropriately trained to help in high-risk gambling situations. They're responsible for approaching patrons who are displaying signs of gambling harm.
We recommend staff who aren't trained in approaching patrons inform the CLO or approved manager if they think someone is at risk of gambling harm.
Responding to requests for help from patrons who gamble
Patrons might directly ask for help with their gambling. For example, they could ask to self-exclude or request details of gambling help services.
They might also indirectly express concerns about their gambling. For example, they might tell you they won't be able to pay their bills on time because of their gambling.
Give patrons information in a discreet and confidential manner. If you're not trained to help, advise your CLO or approved manager.
Follow your venue's safer gambling policies and procedures for responding to requests for help from patrons experiencing gambling harm.
Also consider...
- Visit Gambling Help Queensland for free and confidential advice and support.
- Find out more about
Displaying signage about gambling help services
Under the Gaming Machine Regulation 2002, gaming venues must display signage advertising help for people experiencing gambling harm. These signs must be displayed in a prominent position where:
- you sell or cash in gaming tokens
- you make Ticket in ticket out (TITO) and/or card-based gaming payouts at a terminal.
You should also clearly display signage at ATMs and in bathrooms.
Providing gambling support information
You should tell customers they can access information about:
- the potential risks of gambling
- your venue’s safer gambling policies and procedures for addressing gambling harm in the local community
- the true odds of winning and the facts about gambling
- how they can be excluded or exclude themselves from gambling
- your gambling-related complaint handling procedures.
Information and materials should be suitable for the main cultural groups in your community.
Download and print compliance signage to display in your venue.
Safer gambling mission statements
We recommend you develop a safer gambling mission statement and display it somewhere prominent. It could advise customers that your venue:
- supports responsible service of gambling
- has gambling harm minimisation measures
- has staff available to provide confidential support.
Also consider...
Quiz: Gambling harm and how to help
Take our quiz to test your knowledge on gambling harm and how to help.
© The State of Queensland 1995–2024
- Last reviewed: 08 Sep 2021
- Last updated: 08 Sep 2021