Casino Industry Employees Are The Front Line For Responsible Gaming Initiatives

Written By Nicholaus Garcia on September 20, 2022
responsible gaming education month week 3

It’s time for week three of Responsible Gaming Education Month (RGEM). Now, the American Gaming Association’s (AGA) month-long commitment to responsible gambling education shifts to front-line workers

So far, RGEM has already covered its introductory basics and consumer protections. But there is another crucial piece of the puzzle. Gaming employees are the first line of defense when stepping into a space where legal, regulated gambling is present.

Employees: the front line for responsible gambling

As the AGA notes, well-trained employees are one of the most valuable assets to responsible gaming. 

“Gaming employees are the front line, actively living out the industry’s commitment to responsible gaming by interacting with customers on a daily basis,” said Cait DeBaun, vice president of Strategic Communications & Responsibility for the AGA. 

“Employees engage with customers directly to educate players and deliver resources and support to those who need it,” DeBaun said. “We invest significant time and resources annually to equip our employees with the skills to be successful in engaging customers.”

MGM Resorts and BetMGM partner with the AGA

Both MGM Resorts International and its digital arm, BetMGM, announced they would share responsible gaming tips and information through their social media channels.

Richard Taylor, responsible gaming program manager for BetMGM had this to say:

“We’re excited to take part in an important campaign to help raise awareness and champion responsible gaming. Our primary focus is delivering exceptional customer service and responsible gaming is a critical element of our approach. Through GameSense, we empower our employees and customers to approach gambling the right way – for fun and entertainment.”

In a statement, Garret Farnes, MGM Resorts International’s director of responsible gaming, said the company was proud to participate in RGEM. 

“[RGEM] serves as an additional platform to promote player health, as well as to increase awareness in the communities where we operate,” Garrett said.  

“Training is a priority. Our employees serve as the front line for the company’s responsible gaming efforts, and we want them to be equipped with the skills needed to ensure guests are informed, confident and in control of their play.”

In 2021, MGM trained 62,000 employees through GameSense, the company’s responsible gaming program. 

Since 2017, GameSense is now shown on over 35,000 TV screens in MGM Resorts’ hotel rooms across the US. The program focuses on positive, transparent and proactive conversations with players about gambling responsibly. Additionally, 7,000 slot machines feature a QR code that offers access to responsible gaming information and education materials. 

Weekly educational themes

For the final week of REGM, the AGA will focus on Advancing Responsible Gaming with Technology

The AGA also encourages the use of #RGEM2022 from customers, operators, manufacturers, suppliers, media, leagues and advocates looking to join the conversation.

Photo by Shutterstock / PlayUSA
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Nicholaus Garcia

Nick Garcia is a senior reporter for PlayUSA. Garcia provides analysis and in-depth coverage of the gambling industry with a key focus on online casinos, sports betting and financial markets. Garcia has been covering the US gambling market since 2017. He attended Texas Tech University as an undergrad and received a Master of Arts in Journalism from Columbia College Chicago.

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