Norsk Tipping published results of a study measuring the effectiveness of proactive care calls to at-risk players. The analysis covered 4,752 customers called between 2022 and 2024. 68.2% answered at least one attempt, 57.3% completed the conversation.
During calls, 43.7% of customers reduced their loss limits, 12.6% opted for self-exclusion, and 0.7% took a temporary break. Among those who contacted the operator themselves, 60.7% reduced limits — notably higher than the average.
Researchers compared player behaviour over 12 weeks before and after the call. All key metrics declined following the conversation: number of playing days, stakes, net losses, theoretical losses, and deposit count. The effect ranged from small to moderate but remained consistent. Frequency of play and volume of losses fell most sharply.
The strongest response came from players flagged by the Spillepuls tool: young customers with large losses, new accounts with significant deficits, and those who recently moved into the high-risk category. Customers with an established pattern of problem gambling responded less — a single call is not enough.
Norsk Tipping has run care calls since 2015. Triggers include large losses in a given age group, high deficits among new accounts, and sustained or sudden risk escalation flagged by Playscan — the same tool that amplifies signals from Spillepuls, a real-time self-assessment system. Operators are trained in motivational interviewing and make up to three contact attempts.
The practical takeaway: early indicators work better than delayed intervention. When the operator catches the moment before a habit sets in, the chance of behaviour change is higher.
