When Doing the Right Thing is Bad for Business

Yesterday, it was widely reported that the international gambling operator, Paddy Power, was found, by the UK Gambling Commission, to have "encouraged a problem gambler (called 'Customer A') to keep betting until he lost five jobs, his home and access to his children".  Many, who have an interest in the gambling addiction field, would not be surprised by this.  What is surprising about this story is the fact that staff actually raised concerns about the problem gambler's situation, as he was working 5 jobs, but had "no money".  For some readers, this may seem like basic common decency - like the bartender telling you when you've had enough.  However, some weeks later, when the betting shop manager informed a more senior member of staff that the problem gambler in question would be visiting the shop less frequently, they were advised: “steps should be taken to try to increase Customer A’s visits and time spent in the gambling premises”.

This type of sharp practice is "grossly at odds with the licensing objective of preventing vulnerable people from being exploited by gambling", according to the UK Gambling Commission.  Unfortunately, in my time counselling problem gamblers, I have been told, time and time again, that this type of practice occurs across the board with all gambling operators in Ireland.  Enticements are offered to gamblers who are clearly in active addiction - which is not strange, considering that in most jurisdictions, at least 35% of gambling industry profits are made from problem gamblers (data for Ireland is not currently available).  

In fact, a gambler is far more likely to be barred from a gambling establishment if they are winning regularly than if they are losing every penny they have - potentially leaving themselves and their families destitute.  

Customer A was only advised to seek help for gambling addiction in August 2014, when a Paddy Power staff member met him on the street and learned that he had lost all of his jobs, was homeless and had lost access to his children.

The "responsible gambling" page of Paddy Power's website states: "We believe in fair play – not just for customers enjoying a bet, but in everything we do – and our practices are among the most responsible in the industry.  We know that some people have problems with gambling, and we recognise that they need education, treatment, and support. All of our customer service agents are certified by GamCare and undergo regular GamCare training to ensure they offer the most professional service possible to those who might be suffering from a problem with gambling."

​I do not want it to seem like I am on a crusade against Paddy Power.  This type of immoral, unethical practice exists across the gambling industry.  A brief look at the William Hill Staff Handbook (below), shows the typical attitude.  

Regulation of the gambling industry is the only approach with any hope of having an impact on these utterly parasitic and predatory practices.  Gambling operators consistently prey on vulnerable addicts, with little or no concern for their welfare or that of their children and other dependents.  

​I urge the new government to enact the Gambling Control Bill as soon as humanly possible.  ​