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SO1 Protecting children and vulnerable people from being harmed by gambling

Customer awareness and use of gambling management tools

This information is collected via our online tracker survey based on responses from those who have gambled within the previous 12 months.

There is a balance to be struck between ensuring customers are aware of support available to them and customers needing to use such tools. Increased customer awareness can indicate that licensees are taking appropriate steps to make sure customers know how to get help managing their gambling. But increased customer use could mean either that awareness is up, or that more people are worried about their gambling and needing to set limits. Our aim is therefore on increased consumer awareness, though we will continue to monitor the uptake of tools as well.

Percentage of past 12 months gamblers who are aware of and who have used gambling management tools



Percentage of customer awareness and use of gambling management tools
Data definitions Year to December 2019 Year to December 2020 Year to December 2021
Time Out - percentage ever used 3% 4% 6%
Time Out - percentage aware (but not used) 34% 41% 41%
Financial Limits - percentage ever used 9% 8% 11%
Financial Limits - percentage aware (but not used) 49% 51% 52%
Reality Check - percentage ever used 3% 5% 8%
Reality Check - percentage aware (but not used) 27% 32% 34%
Multi-Operator Self-Exclusion - percentage ever used 2% 2% 3%
Multi-Operator Self-Exclusion - percentage aware (but not used) 24% 27% 25%
Exclusion by product - percentage ever used 2% 3% 4%
Exclusion by product - percentage aware (but not used) 24% 26% 26%
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