In a retrospective study conducted by the National Addictions Management Service (NAMS), and Department of General and Forensic Psychiatry, it has been revealed that over 90% of Singaporeans seeking gambling-related support prefer helpline calls over web chats. SG Stydies researcher, David Holard, emphasized the main highlights, gathered supplementary information, and formulated his conclusions.
Since the introduction of the helpline in 2008 and the web chat service in 2014, the National Council on Problem Gambling has been dedicated to providing accessible support and assistance to individuals facing gambling-related issues. The study analyzed data from July 2015 to June 2016, focusing on caller profiles, call characteristics, and follow-up actions.
The findings unveiled that during the study period, approximately 92.42% of interactions were through phone calls, while 7.58% were conducted via web chat. Majority of callers identifying as gamblers themselves, accounting for 85.4% of phone calls and 73.3% of web chats
The study also highlighted intriguing demographic patterns among callers. Male gamblers represented 79.7% of the total.
Singapore's diverse population was well-reflected among the callers, with ethnic groups such as Chinese, Malay, Indian, and others participating. The study showed that gambling issues cut across socio-economic backgrounds, with a significant proportion (79.9%) of gamblers being full-time employees.
Table games, particularly card games, emerged as the most popular gambling activities, constituting 67.6% of the callers.
Source: Online Casino Singapore
The chart illustrates that the helpline remains a valuable resource with consistent engagement levels, although variations in demand were observed during school holiday periods. Most callers, in line with their employment status, preferred contacting the helpline during the day shift (8.30 am-6.00 pm).
The insights from this study offer a deeper understanding of the preferences and needs of individuals seeking gambling-related support. By focusing on direct calls, the National Council on Problem Gambling can further tailor its services to address the unique requirements of those affected by gambling issues in Singapore.