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Behavioural Insights. (2022) Behavioural risk audit of gambling operator platforms. London: Behavioural Insights.

PDF (Behavioural risk audit of gambling operator platforms.) - Published Version

BIT’s Gambling Policy & Research Unit conducted a Behavioural Risk Audit of 10 gambling and betting operator sites between March and April 2022. Researchers explored the user journey from arriving to an operator’s site through to closing an account.


Key findings:

  • It takes longer to close an account than to open one. This is often due to a lack of clear and accessible instructions about the cancellation process.
  • Gambling management tools exhibit ‘frictions’. On average it took three more actions to set up a deposit limit compared with placing a bet.
  • Several operator sites have a minimum account balance needed to withdraw money. This may hinder some customers from closing their accounts.
  • Customers often receive no feedback about the time or money they spend gambling from operators.
  • Operators often use defaults that are not in the customer’s best interests. Examples include defaulted stake and quick deposit amounts, both of which were greater than the minimum amount.


Behavioural Risk Audits are a valuable tool for researching online markets. They can identify practices impacting consumer outcomes and competition, and also provide in-depth information for policymakers and industry participants.

Item Type
Publication Type
International, Report
Drug Type
Behavioural addiction
Intervention Type
Prevention, Harm reduction
July 2022
66 p.
Behavioural Insights
Corporate Creators
Behavioural Insights
Place of Publication

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