Journal of Gambling Studies

, Volume 30, Issue 2, pp 277–289 | Cite as

Characteristics of Gamblers Using a National Online Counselling Service for Problem Gambling

  • Simone RoddaEmail author
  • Dan I. Lubman
Original Paper


Immediate interventions for a range of health concerns are increasingly being delivered online due to their ease of access and potential to attract new treatment cohorts. This paper describes the development and implementation of a national Australian real time chat and email service for problem gambling. Between September 2009 and September 2011, over 85,000 people visited Gambling Help Online. In addition, 1,722 people engaged in real time chat with trained gambling counsellors, while 299 accessed the email support program. Almost 70 % of people accessing these programs were seeking treatment for the first time, with email contacts significantly more likely to be new treatment seekers (78.0 %) compared with chat clients (68.1 %). Chat clients were more likely to be male than female and aged under 40 years, while email clients, while still highly accessed by young males, were more often female and aged over 40 years. These initial findings suggest that online counselling provides an important alternate mode of service delivery, which is attractive to new treatment seekers. Further research is required to determine the efficacy and impact of this service type on long-term gambling outcomes.


Gambling Internet Chat Email Counselling Treatment 



The authors would like to acknowledge the efforts by states and territories in forming a collaborative funding agreement for Gambling Help Online, and in particular the Victorian Responsible Gambling Foundation for their ongoing support. We would also like to thank all the counsellors involved in providing the Gambling Help Online service, as well as Orson Rapose for his assistance in data extraction. Lastly, this work would not be possible without the willingness of people affected by problem gambling to access this new modality.


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Copyright information

© Springer Science+Business Media New York 2013

Authors and Affiliations

  1. 1.Turning Point Alcohol and Drug Centre, Eastern Health Monash UniversityMelbourneAustralia
  2. 2.Addiction Studies and Services, Monash UniversityMelbourneAustralia

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