Finland’s state-owned operator Veikkaus says it has made over 3,300 calls to customers who have shown signs of potential problem gaming as part of a pilot scheme.
Veikkaus said around 41 per cent of people contacted via email about an upcoming call over their gambling then answered the phone call.
It said about 11 per cent of those who answered the call decided to limit their own gaming within a week of the call.
“Of course we want to be able to talk with the customer, but the email itself makes many people think about playing and make changes,” said Samu Saarela from Veikkaus’ customer service department.
The pilot project is running until the end of the year but will now change its focus towards those aged between 18 and 19.
Veikkaus said almost 300 youth care calls have already been made, with the response rate higher than the general response rate at about 44 per cent.
“We want to be a trend setter in responsible gaming and offer our customers a safe gaming environment,” said Veikkaus' responsibility director Susanna Saikkonen.
“Maintenance calls are one concrete way to bear responsibility to our customers.”
