Loto-Quebec Continue Growth- Part 2
One thing Quebec has not yet instilled is a plan for problem gambling. With the huge growth set to begin, online gambling operators need to start thinking about the problems that may arise with the process. Loto-Quebec is planning to submit a proposal to the Canadian government that delineates guidelines for problem gamblers. Cousineau stated, “For the time being we are supporting a cooperation agreement with the other five provinces that have already begun offering online gambling—a partnership that could resemble the one we already enjoy with regard to Canada-wide draws such as Lotto Max. Come what may, our proposal will remain true to Loto-Quebec’s history of activities that seek to channel gambling and establish a consumption framework to minimize social costs.”
Studies have shown that Québec casinos are directing their intentions on both the quality of service to the customer and the variety of games offered. Cousineau stated that Québec’s four casinos, Montreal, Charlevoix, Lec-Leamy and Monk-Tremblant, all want to be recognized as providing superior hospitality, ambiance and customer satisfaction. Cousineau added, “We have made significant investments in technology and personnel training as well as improved our operational efficiency. In short, we have made significant changes to gradually refocus our establishments on quality and customer service. Casino operations require a large workforce. We work in a saturated and almost mature market where operational costs rise more quickly than revenue. That is why we have improved our technology and changed our way of operating. Our biggest challenge will be to maintain profit margins without sacrificing service quality because we are in the field of entertainment where customers want extraordinary experiences.”
Cousineau ended his discussion by noting that over the past seven years the Loto-Québec spent over $160 million on assistance programs for problem gamblers under the direction of the Ministère de la Santé et des Services Sociaux, as well as management of VLT access controls, which is the responsibility of the Régie des alcools, des courses et des jeux. During the same period the lotto has contributed $20.6 million to the Fondation Mise sur toi to support programs that promote responsible gaming as well as the implementation and continuous improvement of prevention tools within the Company’s operations. Cousineau added, “In total, this represents $180 million committed by Loto-Québec during that period to prevent problem gambling, making Quebec one of the areas of the word where the most money is expended on that issue and we are very proud that Loto-Québec was the first lottery operator in the world to receive the World Lottery Association’s highest international certification for responsible gaming.”
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