The holiday period is traditionally one of the busiest times for licensed venues. While it is often a time of celebration, it can also present heightened risks for vulnerable patrons. Managers and Responsible Gambling Officers (RGOs) play a critical role in minimising harm during this period.
Key Points
- Vulnerability during holidays may stem from financial stress, isolation, grief, mental health challenges, or alcohol use.
- Early, respectful, and discreet intervention can interrupt harmful behaviour and encourage safer choices.
- Responsible alcohol management and staff coordination are critical in reducing risk. Serious concerns must be escalated promptly, documented properly, and communicated during shift handovers.
Vulnerability may present in many forms and is not always obvious. Patrons may experience financial strain due to holiday expenses, social isolation, grief, or mental health challenges. These pressures can lead to longer gambling sessions, increased bet sizes, or repeated attempts to recover losses. Alcohol consumption can further impair judgement and increase risk-taking behaviour.
Identifying signs of distress:
Behavioural indicators may include:
- Continuous or extended play with few or no breaks
- Chasing losses
- Frequent ATM withdrawals
- Signs of agitation, anxiety, or emotional distress
- Appearing fatigued, unwell, or intoxicated
Verbal indicators may include:
- Expressions of financial stress or money-related concerns
- Statements showing desperation to win or recover losses
- References to personal hardship or life difficulties
How to approach patrons:
Early, discreet intervention is essential, with the approach guided by the patron’s behaviour and level of distress.
Casual customer-service approach (early or low-risk indicators):
- Use neutral icebreakers such as “How is your night going?” or “Can I get you anything?”
- Aim to interrupt extended play without drawing attention
- Observe the patron’s response for signs of escalation or distress
Targeted, empathetic approach (clear signs of distress):
- Acknowledge observed behaviour and express concern respectfully
- Respond with empathy and avoid judgement or confrontation
- Encourage a break from play or suggest a pause
- Offer refreshments or a change of environment
- Provide information on responsible gambling tools, including Setting limits, Time-out options, counselling and self-exclusion.
Alcohol management is particularly important during the holidays. Managers must ensure that responsible service of alcohol policies are strictly followed. Coordination between gaming, bar, and floor staff is essential to manage risk early.
There are times when escalation is necessary. If a patron shows signs of severe emotional distress, expresses feelings of hopelessness, or appears unable to make safe decisions, managers and RGOs must follow venue escalation procedures immediately. This may include involving senior management, ceasing service, or seeking external assistance where required.
Finally, all interactions with vulnerable patrons should be documented in accordance with venue policies, and key information should be shared during shift handovers. The holiday period demands increased awareness, visible leadership, and proactive engagement. Compassionate, timely intervention can prevent harm and ensure the venue remains a safe environment for all patrons.
