Questions for possible gambling addiction
Though it is each customer's responsibility to take actions if they believe they are having a struggle with their own gaming pattern, we can sometimes guide them in case they truly miss the hints.
If you believe a customer is struggling with gambling addiction, for example, they come to customer service begging for bonuses or requesting frequent updates to their limit on deposits or self-exclusion, you can send the following template:
Our top priority is to ensure our customers have a positive, responsible, and enjoyable time on our platform.
We noticed that you’ve been active on the site recently, and we wanted to take a moment to check in with you. Gambling can be a fun way to unwind, but we know it can sometimes be easy to lose track of time or spending.
Before we can continue assisting you, please answer the following questions. This is a helpful way for us to ensure you’re fully enjoying your time without any unwanted stress.
Have you ever felt that you’re spending more time or money on gambling than you intended?
Do you ever feel anxious, stressed, or regretful after gambling?
Have you ever felt that gambling is affecting other areas of your life, like relationships or work?
Do you find yourself needing to gamble more to experience the same enjoyment?
Do you often gamble with money that you can’t afford to lose, such as rent, bills, or other essential funds?
Have you tried to reduce or stop gambling but found it difficult to do so?
It is important to note that, if the customer answered "yes" to any of these questions, we might be dealing with a gambling addict.
Of course most of the customers will no admit to having a gambling issue and will deny all of these situations. Nonetheless, if you believe the case needs to be considered by management, an escalation can be done to review the customer and their account.
If the case is not that serious or relevant, you can use something along these lines:
We encourage you to consider taking advantage of the responsible gaming resources we offer.
If you believe the issue exceeds the usage of those features, we can always block your account permanently.
Keep in mind that these are issues that we take very seriously, which means that we are unable to bypass a limit you set or a period you stated. Also, blocking the account permanently, means just that, we will not be able to unblock it.
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