The Isle of Man Gambling Supervision Commission (GSC) has released its 2024 survey on responsible gambling practices among online operators. The survey analyses efforts to mitigate underage gambling and support problem gamblers.
Covering data from January 1st to December 31st of last year, it gathered responses from 33 of the 35 operators licensed on the island. The findings emphasize the role of self-exclusion tools, deposit limits, and other elective controls in promoting safer gambling practices. While nearly all operators utilize mechanisms to block underage players and prevent problem gambling, usage of these tools remains limited among players.
Every surveyed operator reported employing measures to prevent underage access, including monitoring systems and validation procedures that block registrations from users under 18. The report highlighted that over 2,900 underage accounts were either refused or canceled in 2023. Most operators also adhere to ethical marketing practices, ensuring their advertisements do not target minors, with many using contractual restrictions to ensure their affiliates follow these guidelines. Isle of Man regulations also stipulate many of these measures, meaning that operators are largely compliant.
All surveyed operators deemed their existing controls to be effective or very effective at preventing underage gambling. Despite this confidence, the survey found some gaps, particularly in how operators manage marketing through social media, which could inadvertently reach younger audiences.
Self-exclusion remains a cornerstone of responsible gambling measures
In 2023, approximately 0.8 percent of registered customers – over 21,000 individuals – used the self-exclusion option. The self-exclusion process varied in speed, with requests made directly through customer accounts took effect immediately, while email requests took up to six hours. Operators also faced challenges with circumvention attempts, as players sometimes attempted to bypass self-exclusions, and over 5,000 such attempts were detected.
Elective controls like deposit, spending, and loss limits were available from all surveyed operators, yet their usage remained low. Only around 2.5 percent of players engaged with these controls, suggesting a potential disconnect between the availability of tools and player engagement with them. The survey also noted that operators often allowed users to set limits via “free text” boxes, but did not typically offer pre-set suggestions for those limits.
The report revealed that 73 percent of operators received complaints related to responsible gambling practices, particularly around self-exclusion and affordability checks. Some players reported frustration when trying to access accounts after initiating self-exclusion or during affordability assessments. Additionally, there were a few instances where players managed to circumvent self-exclusion controls, raising questions about the robustness of certain systems.
The GSC emphasized the need for clarity in communication between operators and players, especially concerning how long it takes for certain responsible gambling measures, like self-exclusion, to take effect. Ensuring that players understand these timelines could improve the perceived transparency of operators and minimize grievances.
The findings of the GSC’s report have particular relevance for the Asian market, where online gambling continues to grow rapidly. In Asia, regulatory frameworks around responsible gambling vary greatly between jurisdictions, making cross-border compliance a challenge for operators. As more Asian countries, including emerging markets like the Philippines and Thailand, develop frameworks for online gambling, the lessons from the Isle of Man’s survey can offer valuable insights.
One key takeaway for the Asian market is the importance of aligning self-exclusion processes with local cultural expectations. In many Asian countries, the stigma associated with problem gambling can discourage players from seeking help. This cultural context underscores the need for user-friendly, discreet self-exclusion tools that make the process feel less daunting.
Additionally, the report’s emphasis on limiting underage access is crucial for operators targeting regions like Southeast Asia, where youth engagement with digital platforms is high. For operators in these regions, adopting robust age-verification measures can not only ensure regulatory compliance but also enhance brand reputation among regulators and consumers.
The GSC plans to use the survey findings to refine responsible gambling policies further. It aims to improve the clarity of guidance provided to licensees, ensuring they understand their obligations. The survey’s results will also inform future legislative changes, making responsible gambling requirements more adaptable to evolving trends in the online gambling industry.
The report suggests that better collaboration between operators and regulators is essential for enhancing responsible gambling practices. By engaging with licensees and players, the GSC hopes to clarify the role of responsible gambling tools and ensure that interventions are both evidence-based and practical.
For the Asian gambling sector, this approach highlights the importance of regulatory dialogue. With many Asian jurisdictions in the process of refining their land-based and online gambling laws, the GSC’s survey can serve as a case study for balancing operator compliance with player protection.
