Online gambling is a growing business with many stakeholders. Due to the fact that a small proportion of gamblers develop problems, responsible gambling (RG), player protection, and harm minimization have become core areas for gambling regulators. The present study replicated a previous one carried out by Bonello and Griffiths in 2017 to determine whether there had been any significant changes by leading gambling operators due to increased regulatory pressures over the past few years. Fifty leading online gambling operators were audited in relation to their RG practices as well as engaging with their customer services by posing as a problem gambler. Results indicated that overall RG practices appeared to have improved in the past 3 years based on the information in dedicated RG webpages, the increase in RG tool availability, and the communication with customer services. Despite the fact that RG practices appear to have improved, there were still areas for improvement.

The emergence of online gambling has raised concerns about potential gambling-related harm, and various measures have been implemented in order to minimise harm such as identifying and/or predicting potential markers of harm. The present study explored how the nine DSM-5 criteria for gambling disorder can be operationalised in terms of actual online gambling behaviour using account-based gambling tracking data. The authors were given access to an anonymised sample of 982 gamblers registered with an online gambling operator. The data collected for these gamblers consisted of their first three months’ gambling activity. The data points included customer service contacts, number of hours spent gambling, number of active days, deposit amounts and frequency, the number of times a responsible gambling tool (such as deposit limit) were removed by the gamblers themselves, number of cancelled withdrawals, number of third-party requests, number of registered credit cards, and frequency of requesting bonuses through customer service (i.e., the number of instances of ‘bonus begging’). Using these metrics, most of the DSM-5 criteria for gambling disorder can be operationalized (at least to some extent) using actual transaction data. These metrics were then applied to a sample of online gamblers, and through cluster analysis four types of online gambler based on these metrics (non-problem gamblers, at-risk gamblers, financially vulnerable gamblers, and emotionally vulnerable gamblers) were identified. The present study is the first to examine the application of the DSM-5 criteria of gambling disorder to actual gambling behaviour using online gambling transaction data and suggests ways that gambling operators could identify problem gamblers online without the need for self-report diagnostic screening instruments.

Online gambling has continued to grow alongside new ways to analyze data using behavioral tracking as a way to enhance consumer protection. A number of studies have analyzed consumers that have used voluntary self-exclusion (VSE) as a proxy measure for problem gambling. However, some scholars have argued that this is a poor proxy for problem gambling. Therefore, the present study examined this issue by analyzing customers (from the gambling operator Unibet) that have engaged in VSE. The participants comprised of costumers that chose to use the six-month VSE option (n = 7732), and customers that chose to close their Unibet account due to a specific self-reported gambling addiction (n = 141). Almost one-fifth of the customers that used six-month VSE only had gambling activity for less than 24 h (19.15%). Moreover, half of the customers had less than seven days of account registration prior to six-month VSE (50.39%). Customers who use VSE are too different to be treated as a homogenous group and therefore VSE is not a reliable proxy measure for problem gambling. The findings of this research are beneficial for operators, researchers, and policymakers because it provides insight into gambling behavior by analyzing real player behavior using tracking technologies, which is objective and unbiased.

Digital addiction is becoming a prevalent societal concern and persuasive design techniques used in digital platforms might be accountable also for the development and maintenance of such problematic behavior. This paper theoretically analyses the relationship between persuasive system design principles and digital addiction in light of theories on behavioral and substance-based addictions. The findings suggest that some of the persuasive design principles, in specific contexts, may trigger and expedite digital addiction. The purpose of this paper is to open a discussion around the potential effects of persuasive technology on digital addiction and cater to this risk in the design processes and the persuasive design itself.