What should staff do when they suspect a problem gambler is at risk?

• A. Ignore it to avoid confrontation.
• B. Ban the customer immediately without escalation.
• C. Notify the police.
• D. Intervene according to policy, offer resources, and refer to responsible gaming support.

Answer: (D)

When staff detect signs that a customer may be at risk from problem gambling, the right approach is to intervene in a way that follows the venue’s policy, offer available resources, and refer the person to responsible gaming support. This hands-on, proactive response aims to minimize harm and connect the individual with help, without shaming or punitive measures. A calm, private conversation is appropriate, giving the person information about limits, self-exclusion options, and where to get counseling or support hotlines. By guiding them toward these resources, staff show they take gambling risks seriously and are committed to the patron’s wellbeing.

Ignoring the situation misses a chance to prevent further harm. Banning immediately without escalation bypasses supportive steps and policy procedures, which can be unfair and unhelpful. Involvement of police is not appropriate for suspected problem gambling, as it is typically treated as a health and welfare issue rather than a criminal matter.