Q&A: Block party

Egaming completely revolutionised the wider gambling industry. Yet as with many things, benefits can also come with drawbacks, and problem gambling is an unfortunate and unavoidable by-product. Betting online anonymises the punter, making it harder to see when a normal gambler becomes a problem gambler. Therefore, the gap between the two becomes longer, placing the individual at risk and the business in jeopardy of violating gambling regulations in this area.

The simple fact is problem gambling is not going away because of the inherent risk-reward relationship with gambling and the human psyche. However, this does not mean that it is not possible to negate gambling addiction. A key weapon in this fight is the ability to self-exclude and one of the newest strands in self-exclusion is blocking software, which allows individuals to bar themselves from egaming operators’ products. At the forefront of this is Gamban, whose founder, Jack Symons, tells EGR Compliance why the time to block is now.

EGR Compliance: Can you tell us more about the history of Gamban?

Jack Symons (JS): We started Gamban back in 2015 after having first-hand experience of problems with existing blocking alternatives that were expensive, poorly maintained and non-existent on the platforms we needed to block from online gambling. For us, modifying parental controls systems and entrusting friends with passwords felt like we were treating people like children.

Being technically savvy and having experienced problem gambling first-hand, we took it upon ourselves to create a more effective option for anyone wishing to self-exclude online, not just from the sites they were experiencing a problem with, but all sites that allowed gambling and across all devices that online gambling was available on at the time.

By the beginning of 2016, we had created a version that was free on desktop and had mobile – iOS and Android – versions underway. Our challenge is to navigate a constantly moving track, ensuring the devices we protect are up-to-date with the latest changes and all online gambling sites and apps are securely blocked.

EGR Compliance: Being picked up by GambleAware must have been a real coup, so how does this relationship enhance Gamban’s effectiveness?

JS: We are very pleased to be recognised as the most effective gambling-blocking software, and more importantly that blocking software in general is considered effective. What this means is all those who come through GambleAware’s network of treatment providers will have access to Gamban at no cost – this can only be a good thing. It’s my hope that no one will need to buy Gamban in the future and the costs of running the product are absorbed by organisations in better positions to offset these expenses.

EGR Compliance: According to GambleAware’s report into blocking tools, Gamban software blocked access to 95% of UK licensed operators by individuals surveyed as part of the study. What steps are you taking to increase this to 100%?

JS: I was surprised by this result. Some of the UK Gambling Commission’s (UKGC’s) licensees appear as charities online due to the types of raffles that they operate, and I believe the below-100% result may have something to do with this. Preventing access to the RNLI [Royal National Lifeboat Institution] or the Great Ormond Street website when they offer what is arguably a very low-risk gambling product is a decision we have considered. More complicated and nuanced discussions have taken place around loot box blocking versus skins blocking. It’s a balance but we generally try to stay light-touch and unrestrictive where the risk is low.

EGR Compliance: What for you is the cornerstone of any successful self-exclusion strategy?

JS: Added friction. The ability to gamble 24/7, 365 days a year, from a device in your pocket or by your bed is too frictionless. Our role is to add friction. At an industry event I once heard Tim Miller at the UKGC explain how it’s ‘better to have a fence at the top of a cliff than an ambulance at the bottom’.

Over time, the plan is to reduce harm from happening in the first place through prevention. Downloading Gamban is, for many, a less daunting ‘starting point’ for recovery. Once downloaded, any circumvention attempt signposts individuals back to support services to encourage additional important elements involved in the care path. I would certainly encourage the use of other areas of friction, including the online national self-exclusion scheme, GAMSTOP, as well as banking sites Monzo or Starling which block gambling transactions.

EGR Compliance: Do you plan to expand into any other jurisdictions in the future?

JS: Yes. Our focus has been predominantly European but it’s clear to me that there is a future for Gamban around the world. We have recently whitelisted all education emails for all students in the Kenyan education system. I am passionately keen to open access and availability to Gamban but to do so we need the right support and resources to scale.

Fortunately, we are seeing excellent progress with the regulatory framework in the UK and I would fully expect Gamban to be free at the point-of-need within a couple of years. How online gambling will impact US citizens is yet to be understood, but we are working on our ability to meet the rising demand and need for our products.

EGR Compliance: How many operators have chosen to use the Gamban software, and have they been receptive to the app and have there been any technical issues?

JS: We have aligned with some of the most established and prominent operators, including Sky Bet, Kindred Group and LeoVegas to provide Gamban for free to their customers. One of the most interesting discoveries for us is how offering Gamban can empower operator support teams, giving practical tools when people present with problems.

I can only imagine how difficult it must be for support teams to handle the negativity and helplessness on the other end of a chat, call or email. For them to be able to offer an immediate tool has been incredibly empowering. We’ve been able to help one operator’s support team navigate the delta between enemy and friend and this is a positive impact for their business and the industry.

EGR Compliance: What do you think will be the next technological innovation in responsible gambling? 

JS: It’s no secret that I disagree with the term ‘responsible gambling’. Technological innovation will need to draw upon the resources of multiple stakeholders – operators, regulators, financial services and ISPs, to name but a few. This innovation will need to be across the board with operators and inclusive of multiple self-exclusion strategies.

From my point of view, I would expect to see a closer relationship with transaction blocking, GAMSTOP and blocking software. Clearly the involvement of the industry is vital but there is a danger that operators too close to the ’solution’ could be contributing to the problem. Consider the impact of a poorly timed intervention or RG measures that push individuals into grey market products, licensed outside of effective regulation.

The tools have been developed by third parties and are ready, but the industry is slow to adopt them. I would prefer if these existing tools were embedded before reinventing the wheel and undertaking further technological innovation for the sake of recognition, or we risk trying to perfect something that will never happen.

EGR Compliance: In your opinion are the UKGC’s regulations preventing gambling companies from addressing problem gambling?

JS: I don’t think so. Through the licensing conditions and codes of practice [LCCP], UKGC regulations impose and expect a minimum; operators are free to exceed this. The LCCP holds three top-level objectives: crime reduction, ensuring fairness and protection of vulnerable people.

This is necessarily vague and there is advice across the board for advertising, self-exclusion and other critical elements. To me it feels like we are moving out of the dark ages but it’s taking time. Many operators will argue that UKGC timescales and advice is vague, but I firmly believe that part of the responsibility of upholding a licence is to not only adhere to the objectives set out in the LCCP but to drive industry-wide change in how we prevent and treat harm.

EGR Compliance: Are regulators doing enough to combat operators who allow problem gambling to take place on their sites?

JS: More so, yes. In the UK we’re now seeing ‘relentless escalation’ of regulatory fines for those that fail to meet regulatory expectations and an unprecedented number of pending investigations. There’s also a risk to operators that an unforgivable and irreconcilable misstep could result in a revoked licence.

In Sweden there seems to be little enforcement on the illegal and unregulated sites – some players are likely to be unaware of the status of the site they are playing on. The role of regulation worldwide is increasingly important but the piece that’s missing is undoubtedly the enforcement, yet the fear of the regulator bearing their teeth may be enough for the majority of straight-edged operators.

EGR Compliance: Do you think that media reports that the UK is suffering from a problem gambling epidemic are accurate or wide of the mark?

JS: The reports are accurate, and it is extremely important to reduce the stigma, shame and silence associated with problem gambling. However, in my opinion, the vast amount of FOBT coverage, while important, has resulted in less spotlight on what the remote sector is doing in this area.

The prevalence rate in the UK is clearly reflective of the increased media exposure and I would argue that what’s helped contribute to such high coverage is that it’s a perfect storm; organisations profiting from misery, political consensus, impact on society, taxpayer resources and increasing cases of suicide, divorce and bankruptcy.

The industry has clearly handled this terribly; hopefully the FOBT decision [to reduce stakes to £2 per spin] will highlight the need for the industry to get ahead of the impending wave that will hit the remote sector if little is done to alleviate harm.