Beyond ‘single customer view’: Player tracking’s potential role in understanding and reducing gambling-related harm

Background: Usage of electronic gaming machines (EGMs) and on-line gambling is strongly associated with gambling-related harm. Player-tracking systems can monitor a gambler’s activity across multiple sessions and/or operators, providing a clearer picture of the person’s risk of harm with respect to these gambling formats and enabling harm
reduction efforts. The Finnish and Norwegian state monopolies have player-tracking systems in place, while the United Kingdom is implementing an operator-led system called ‘single customer view’ for on-line gambling, and Australian states are proposing similar ‘player cards’ for land-based EGMs.

Argument: Player tracking can advance harm reduction efforts in three ways. First, player tracking improves our understanding of gambling-related harm by providing data on how the population gambles, which can potentially be linked with operator, government and/or prevalence data sets. Secondly, player tracking can be used to implement
harm reduction measures such as expenditure limits, self-exclusion and age verification. Thirdly, player tracking can provide a platform to evaluate harm reduction measures via gold-standard field trials. These potential benefits need to be weighed against various practical and ethical issues.

Conclusions: The potential benefits of player-tracking systems would be maximized via systems administered independently of the gambling industry and implemented universally across all gambling in a given jurisdiction.