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"Operators, you must recognize and heed our cry for help."
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"Miss Hope" has been counseling compulsive Internet gamblers for two years through a program offered to customers of Casino Fortune. As a recovering compulsive gambler herself, she offers a perspective on responsible gaming that many operators never, but should, get.
Through her experience working for Casino Fortune, she gained an understanding of how online gambling services should address problem gambling. More than anything, she stresses the need to be aware of the human aspect and to reach out to players who need help.
Miss Hope delivered her message last month at the Global Interactive Gaming Summit & Expo in Montreal. Following is the text of her speech.
Special Issues: Responsible Gaming
For most people gambling is a responsible, healthy habit without problems. However, for 1 to 4 percent of the population, gambling takes up too much of their money and time and hurts their family life, employment, finances, well-being and health. People from all age groups, income levels and cultural backgrounds can come face to face with a gambling problem at any juncture.
My name is "Miss Hope," and I am a compulsive gambler on my way to recovery. I am happy to be here today and truly thankful for the opportunity to share with you my life as a gambler and as a counselor to compulsive gamblers. I was invited by River City Group through their awareness of my ties with Casino Fortune, working as a counselor for compulsive gamblers. This has been my vocation for the last two-and-half years.
In 2000, I quit gambling--not only online but at the land-based casinos too. I'd lost all my money, my husband's savings, took a mortgage on our house that was paid for more than 10 years ago, "used and abused" all our credit cards, you name it... All that in only three years!
I remember being called a VIP member. I was a VIP because I spent thousands of dollars monthly, which awarded me this status; they thought I was a high roller. I lost control and was in such terrible shape that I didn't care to live. Actually, that was my plan, to end my life. In my heart it was the only solution. I even called an Insurance company and asked if they'd pay for voluntary death (suicide?). I thought if I bought Insurance and died at least all my debts would have been paid off... It didn't work. Insurance doesn't pay for that type of death. I was back on my own.
My family didn't have a clue what was going on. Eventually, my husband found out about my problem and the nightmare began for my family too. They couldn't believe it. I imagine they will never forget. I can't forget it either. Our life was turmoil. My husband took my name out of our bank accounts, investments, etc. He asked me millions of questions, but the most dumbfounding question was "Why?" I know he's still asking himself why this happened to us.
One of the first steps was to go to a Gamblers Anonymous meeting. I was scared. I cried so much... But I didn't feel alone. There were others telling their stories similar to mine.
After a while, I felt good talking to the members. They helped me very much.
It is imperative when compulsive gamblers reach out to casinos that they are taken seriously whether or not they are being subtle. Today, many operators are scrambling for answers and some just don't care. When I requested that all my various casino accounts be closed. To my dismay, many of their responses were:
"As requested, your accounts have been closed. Please feel free to come again" and "Thanks for your business, come back soon."
My God... I told them that I wanted to kill myself. I was broke and desperate, and they were asking me to come back? Their customer service was worthless.
Other casinos did not answer; they only closed my accounts. Operators, you must recognize and heed our cry for help.
This is what Casino Fortune did! They immediately closed all my accounts. They were really concerned about me. I had a couple of phone conversations with them and promised that I would continue going to GA meetings to get rid of my problem. After three months, I received a call from the big boss asking me if I wanted to work for them.
Say what? I thought I was dreaming.
Casino Fortune wanted me to help others who shared my circumstance. I adopted the pseudonym "Miss Hope" with the mission to offer encouragement and advice to people who succumbed to compulsive gambling. All correspondences are confidential and the responses have been fantastic! I receive e-mails from all over the world--France, Spain, Argentina, the Caribbean, United States and even Canada.
These are some e-mails from casino members (names withheld):
Thanks for your support out there. ... Maybe I can unload on you for a moment. ... I've been playing slots for play only for awhile, then entering free contests hoping to win. ... I swore up and down that I never would go online and play for real. One night in my weakest defenses I went online. I win, I lose, then I lose... Next thing I'm going broke... with no one to talk to, keeping it locked inside of me. How did you break the habit? I want and need to before it gets the best of me. Sometimes I wish my computer would break so I couldn't get on it. I don't do it everyday and I don't want it to become a habit and lose everything I work for... I'd like to hear from you.
Dear Hope:
I am hopeless. I have gambled at 100k this year. Money is easy for me to make, as I am a successful attorney. I love to gamble. It is my only form of relaxation. I would like to gamble occasionally, but I can't. Nothing seems to replace the fun of gambling. This is the only addiction I have ever had. I have been a conservative person all my life and this thing controls me.
Don't tell me to go to GA, as I have done that and it was very depressing. What else can I do?
Clearly, Miss Hope's words reflect an understanding of gambling addicts. Indeed, it's obvious that she had a gambling problem at one time. You know, "It takes one to know one." She also shows compassion for problem gamblers, a
compassion that alleviates their worries, which is a lot when some of them face financial ruin or even suicide. ... However, some gamblers--more than likely ones who believe casinos share a responsibility for their problems--might believe she's not completely on their side. That is, she comes to the defense of casinos by emphasizing players are responsible for and accountable for their personal actions and losses. In a way, she's telling the casinos what they want to hear. Nonetheless, Miss Hope clearly provides a good service, by helping people who were hurt, perhaps devastated, in the world of gambling.
Hi Hope.
I don't know where to start, this is my first (time) to seek help or rather admit that I am a compulsive gambler. I just lost almost $2,000 this week on online gambling and I am at a point where I am gambling money that should be used to pay my bills or my mortgage, and of course no one knows about this. I was just hoping to hit the big one and hide all my charges from my husband. It has gotten to a point where I am having all my charge card mail sent to a P.O. Box. Last year my husband had found out that I was doing a lot of gambling online when he looked at our bank statement. We got into a big argument, and of course I denied most of all his accusations and told him I would quit. For a few months I did but then I started up again. What is even worse is that we go up to Lake Tahoe quite a bit so he can go fishing and I gamble in the casinos. He has no idea the money I have took out on our credit cards or all the savings that I have used up. I know it is out of hand and I have this big shame to admit to anyone. I had even taken the gambling anonymous number down but never called. You are the first and I hope the road to stop the compulsive behavior. I can't admit this to my husband more so because I'm afraid what he would do, (leave me, etc.). Even by just admitting this to you is a relief. I hope you can email me any advice you may have. Right now I am just itching to reload the casino software that I deleted last night after losing all my money, but I will be strong. I have to be or I will lose everything.
I am here today asking that you pay special attention to helping people adversely affected by compulsive gambling. Not all the gamblers are compulsive. We know that. So we need to keep gambling as a fun and healthy entertainment.
Operators, you can still run a profitable establishment while seeking to assist these people who are in dire need of your support. There are many simple methods that can curb this vastly growing addiction
- Train your employees to recognize the traits of a compulsive gambler.
- Regulate daily spending limits of your players.
- Respect the requests of persons wishing to have their accounts closed. Exclude them from direct marketing and promotional materials.
- Empathize with problem gamblers. Their nightmares are real.
- Remember that nothing is wrong with placing people before profits.
- Donate to organizations and institutions dedicated to the research of compulsive gambling.
Basically, follow in Casino Fortune's footsteps. They have already developed a system, which enables them to analyze players' database for suspected cases of compulsive gambling. This major undertaking on their part will let the world know that responsible online casino operators do exist.
Once again, I want to thank the River City Group providing the platform for me to impart my knowledge and experiences. I also want to thank Casino Fortune for listening, for having faith in my abilities and for giving me a second chance at life. Not many people are that lucky. And at last but no least, thanks to my wonderful husband that supported me. His love is part of my recovery.