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.

[Animation]
The scene is in the pokies room of a gaming venue. Kylie appears on screen.
[Narrator]
This is Kylie. She's been bitten - bitten by the gambling bug.
[Animation]
Bugs fly around Kylie. When one lands on her she whacks it.
[Narrator]
She's been at the club all day, gambling on the pokies, the TAB and the odd bit of KENO...oh, and her phone.
[Animation]
Kylie pulls out her phone and places a bet.
[Narrator]
She's had a steady stream of drinks and hasn't eaten all day. She's been to the ATM a few times, is betting huge amounts, and is saving different poker machines to play.
[Animation]
Kylie goes over to a gaming machines occupied by another patron and scares him away.
[Narrator]
Kylie is showing a number of different signs of being at risk of gambling harm. She's not happy, and needs to talk to someone.
[Animation]
A gaming venue employee appears with a pamphlet that reads: "Need help?" and offers it to Kylie who smiles.

Watch

00:36

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.

[Animation]
A young man is in a gaming venue.
[Narrator]
This is Simon. He's a sensible bloke. Sensible Simon says he's got $20 for dinner with his mates, and $10 for the pokies after. Simon says pokies are just a bit of fun and he knows he probably won't win. Simon says he won't drink to excess as that can impair his judgement.
[Animation]
A beer appears in Simon's hand. He throws it off screen.
[Narrator]
Simon says he'll walk away after half an hour and won't get extra cash from the ATM.
[Animation]
The ATM behind his flashes with a red cross.
[Narrator]
He's here to catch up with his friends, and he loves his family and doesn't like the idea of losing his life to gambling.
[Simon]
Hey, you didn't say Simon says!
[Narrator]
Be sensible like Simon, gamble like Simon.

Watch

00:40

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...

Learn more about the .
Download self-exclusion signage for gambling venues.
Read the:

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.

[Animation]
A father and son are in their kitchen. A mother appears. She looks like a sweet, conservative type with her short blonde hair, pearl earrings, long floral dress and kindly expression.
[Narrator]
This is Kerry. She knows she's gambling unsafely. She's had some big losses from money she's borrowed and is struggling to pay the bills for her family.
[Animation]
A pile of bills appear on the table.
[Narrator]
She's also been fighting a lot with her husband and is feeling depressed, but she's proud and ashamed and wants to fight this on her own.
[Animation]
Kerry's husband points to their son who looks sad.
[Kerry]
Oh, I'm not like other gamblers, I can kick this.
[Animation]
The scene changes. Kerry is now outside a gaming venue.
[Narrator]
Less than 10% of people seek professional help, and sometimes people need this. Kerry doesn't have to fight this on her own.
[Animation]
Kerry goes into the gaming venue where she meets a gaming employee stocking gambling help pamphlets onto a display shelf.
[Narrator]
Staff at pubs and clubs can help by increasing awareness of confidential and non-judgemental counselling services, discussing self-exclusion options, and reminding patrons that services are free.
[Animation]
Kerry takes a pamphlet from the staff member and smiles.

Watch

00:49

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

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