Camelot launches phase two of retail RG training drive

23 January 2020

UK National Lottery operator Camelot has launched the latest phase of its retailer training programme designed to encourage responsible gambling across its customer base.

As part of the training scheme, retailers selling Camelot products will receive face-to-face training and a new leaflet, titled Supporting Healthy Play,’ which outlines some key points of the training.

In addition, retailers will be trained on how to use a new Responsible Play terminal button in dealing with customers. This was first rolled out in late 2019. Retailers can press this button to print a ticket which includes details about problem gambling hotline GamCare and The National Lottery’s healthy play webpage.

Camelot’s head of corporate responsibility Alison Gardner said the training programme was built around evidence-based policies and allows retailers to discreetly provide support to players.

Camelot will also introduce a new sticker to be displayed on retail terminals, which will remind employees to use the “Responsible Play” button if a player asks for support.

“The ‘Supporting Healthy Play’ training is based on academic research, player and retailer feedback, and in-store studies,” Gardner explained. “As part of this, retailers are trained directly by Camelot to look out for signs of problem play and understand what unhealthy play is.

“Crucially, the initiative enables them to take action by discreetly providing details of where players can find support, should they need it.”

Camelot has experienced a something of a turnaround in fortunes since implementing its strategic review in 2017, which has led to an uptick in sales in recent years.

It has also recently rolled out a number of social responsiblity measures, including the withdrawal of £10 scratchcards as part of an effort to tackle problem gambling, from October last year.

However 2020 will see Camelot face a fight to continue managing the UK National Lottery, which it has operated since its launch in 1994. The tender for the next licence looks set to be contested by a number of bidders, including Health Lottery operator Northern & Shell, Richard Branson's Virgin Group, La Française des Jeux and Czech giant Sazka Group.