The particular Connecticut Authorities on Issue Gambling (CCPG) says phone calls to the council-operated problem betting hotline possess increased simply by 203% in only six months.
The particular increased quantity is the immediate result of the particular state’ h October 2021 launch associated with online gambling plus sports betting within CT.
Servicenummer overwhelmed, despite increased staffing requirements
Diana Goode, CCPG’s Executive Director, said the crushing surge in calls was unexpected, especially so soon after Connecticut’s online gambling launch just six months ago.
“We kind of were blindsided by that,” she said. “Because normally it takes a while for problem gamblers to hit rock bottom and to realize they have a problem.”
As the call volume skyrocketed after the launch, the CCPG added two additional employees to their problem gambling hotline staff. The new employees came aboard in February and March, respectively.
However, since the additional staff only brings the hotline team to a total of five employees, Goode says they still need help. “We don’t have the resources to sustain this, especially nights and weekends,” she said. “Everybody’s getting burned out.”
Nuisance phone calls distracting through people who require real assist
A big part of the phone calls the hotline has been receiving is what Goode calls “nuisance” phone calls. These are from callers who aren’t struggling with gambling addiction but have technical problems or issues with the online betting platform.
Online gambling regulations in Connecticut require gambling platforms to display the following message to customers who display evidence of gambling addiction: “If you or someone you know has a gambling problem and wants help, call (888) 789-7777 or text ‘CTGAMB’ to 53342.”
Goode believes that nuisance calls are a direct result of platforms abbreviating this required notice and causing confusion for customers. She suggests that the shorter message may be intentional to free up time for platform employees.
“They want every second of time to be spent on trying to get people to gamble more,” she said, referring to companies that manage Connecticut’s betting platforms. “So that’s why even saving three or four seconds, it’s a big deal for them, but it’s really hurting us.”
With nuisance calls taken out of the equation, the increase in hotline call volume since October shows only a 126% increase. While this is still a significant uptick, it would make the workload more manageable for the hotline team.
What providers are doing to avoid problem betting
Some are looking to CT betting companies for answers regarding the apparent increase in overall gambling addiction in Connecticut. However, both casinos and sportsbooks say they’re already doing their part to prevent it.
DraftKings partners with Foxwoods Resort Casino to offer their online sportsbook to patrons. Representatives from both companies highlighted their current addiction prevention efforts through:
- The particular platform’ h setup permitting bet limitations and general spending limitations
- The companies’ annual efforts to the CCPG
Anika Howard, Mashantucket Pequot Interactive’s chief executive, says the casino is already leading efforts to prevent addiction before it becomes an issue.
“We believe that ultimately, the best programs stop problem gambling behaviors before they start,” she said. “Accordingly, we are taking a comprehensive approach that addresses education, prevention, and treatment.”
Entry increases exercise
Two some other online gambling providers have permit in Connecticut:
- Mohegan Sun companions with FanDuel, which provides the online sportsbook.
- The Connecticut Lottery, Hurry Street Online, partners along with PlaySugarHouse’ h sportsbook.
Neither Mohegan Sun nor FanDuel made statements concerning the uptick in problem gambling calls.
Rush Street Interactive, however, made a statement that its own platforms have certification by the Responsible Gaming Council. They were the first US online gambling company to earn said accreditation.
Goode has also confirmed that the PlaySugarHouse sportsbook receives far fewer nuisance calls than the other two operators.
Rush Street Interactive issued a statement saying they suspect the spike in call volume is temporary. They indicate that it is a result of growing pains for Connecticut’s entry into the online gambling market.
“We anticipate this surge in calls is typical after a market launches,” the statement said. “As customers are learning about the new platforms offered within the jurisdiction, and they are receiving more information about how to access problem gambling resources.”
