Understanding consumer perceptions and sub-group differences in intent to use account-based (‘cashless’) gambling payment systems

Abstract

Account-based cashless payment systems offer a promising tool to reduce gambling harm from electronic gaming machines (EGM), support lower-risk gambling and prevent money laundering; however, little research exists to inform their implementation. Awareness of consumer insights is essential for policymakers and industry operators aiming to develop and implement account-based systems. This preliminary study involved EGM consumers (N = 133, aged 19–82) from a venue in Western Sydney, Australia who completed an online survey. Findings supported the Technology Acceptance Model (TAM): perceived usefulness and ease-of-use significantly predicted intention-to-use account-based systems, while perceived ease-of-use significantly predicted perceived usefulness. Neither financial wellbeing nor likelihood of experiencing a gambling problem predicted perceived usefulness. This study is the first theory-driven examination of factors predicting engagement with a novel gambling system requiring identification to assist venues in identifying money laundering and gambling harms. If account-based EGM systems are introduced in a voluntary basis, communication campaigns are likely needed to enhance positive perceptions of the features of an account-based system in terms of ease-of-use and the specific advantages for individuals. Supporting customers with initial onboarding is also recommended.