Report
Gambling participation in 2019: behaviour, awareness and attitudes
A report providing an overview of consumer gambling behaviour in Great Britain in 2019
Contents
- Executive summary
- Preface
- Gambling participation
- Problem and at-risk gambling
- Online gambling behaviour
- Consumer analysis
- Self-exclusion and gambling management tools
- Information to players
- Terms and conditions
- Complaints
- Social media and advertising
- Social gaming
- Perceptions and attitudes
- Appendix – methodology
Terms and conditions
The Commission’s online survey also contains questions asked to both gamblers and non-gamblers about wider gambling issues and topics of interest to consumers, including: self-exclusion and gambling management tools, information to players, terms and conditions, complaints, social media & advertising and social gaming. These are asked on a quarterly basis, biannually or annually depending on the nature of the questions.
The online survey includes questions to monitor gamblers’ awareness and perceptions of terms and conditions provided by gambling operators. Gamblers are asked whether they had ever read terms and conditions (T&C’s) and, if they had, whether they found them to be helpful.
Overall, 20% of gamblers have ever read the terms and conditions provided by a gambling operator. The majority (62%) have not read the terms and conditions despite being aware of their availability. 18% did not know that terms and conditions were available.
Figure 31: Gamblers’ use and awareness of terms and conditions (Online tracker n=3,138)
Data from the figure
- 20% - Have read T&Cs
- 62% - Not read T&Cs but aware
- 18% - Not aware of T&Cs
Women are less likely to be aware of terms and conditions than men, with 22% of women not aware compared to 14% of men.
Those aged 65+ are most likely to be unaware of terms and conditions (30%) whereas 12% of those aged 18-24 are unaware.
Figure 32: Proportion of gamblers unaware that terms and conditions were available (Online tracker n=3,138)
| Percentage | |
|---|---|
| All respondents | 18% |
| Males | 14% |
| Females | 22% |
| 18 to 24 | 12% |
| 25 to 34 | 13% |
| 35 to 44 | 14% |
| 45 to 54 | 15% |
| 55 to 64 | 22% |
| 65 and over | 30% |
Figure 33: Proportion of gamblers (who had read terms and conditions) who found them to be helpful/unfair (Online Tracker; n=656)
Data from the figure
- 65% - of gamblers who had read terms and conditions found them to be helpful
- 26% - of gamblers who had read terms and conditions found them to be unfair
Figure 33 shows that of those gamblers who have ever read terms and conditions, 65% found them helpful (a 4 percentage point increase from 2018) and 26% reported having been in a situation where they have felt that a gambling operator’s terms and conditions have been unfair.
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Complaints
Last updated: 23 September 2024
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