How research was conducted: NSW Cashless Gaming Trial

Venues that took part in the NSW Cashless Gaming Trial also participated in research coordinated by independent research company 3arc Social (now known as Arcadia Social Research).

Patrons who used the digital gaming wallet were invited to:

• complete a 15–20 minute online survey about their experience
• take part in a 60-minute online interview (if selected).

All surveys and interviews are now complete.

Purpose of the research

The research helped the NSW Government better understand:

• how cashless gaming technology affects the experience of playing gaming machines
• how it supports or impacts a person's ability to manage their gambling
• what future cashless gaming in NSW could look like.

The research findings informed the Government’s decision on whether to expand cashless gaming to all pubs and clubs in NSW.

Who did the research?

The research was led by 3arc Social, in partnership with researchers from the University of Adelaide.

3arc Social is an Australian social research company that works with governments and institutions. It is ISO 20252 accredited and complies with all Australian Privacy Principles. The company now operates as Arcadia Social Research.

The research team has extensive experience in gambling-related research.

The Independent Panel on Gaming Reform oversaw the trial, which ended on 30 September 2024. 

Liquor & Gaming NSW (L&GNSW) acted as the Panel Secretariat and managed the day-to-day operations, including research activities.

The Independent Panel and L&GNSW received only anonymised data and findings. They did not receive any identifiable personal information.

From 1 October 2024, L&GNSW continues to monitor the use of the technology. This supports ongoing evaluation and gives players the opportunity to provide feedback.

Privacy and confidentiality

Your privacy was protected at every stage of the research.

• Contact details were provided to researchers only to invite you to take part.
• All data collected by 3arc Social was stored securely on encrypted servers in Australia.
• Your personal information was never shared.

Survey responses were linked to app and gaming activity data using an anonymised ID. Before this happened, all identifiable details (such as names) were removed. This ensured the data remained anonymous.

Researchers also used de-identified gaming machine data for analysis. No names or personal identifiers were attached to this data.

All information remains strictly confidential and anonymous. All results reported were de-identified and collated into aggregated data.

Anonymised data and findings were shared with:

• the Independent Panel on Gaming Reform
• Liquor & Gaming NSW (see contact details below).

Support for gambling concerns

If you need help using the technology or managing your gambling, speak to staff at the venue. You can also contact:

GambleAware
Phone: 1800 858 858
Website: gambleaware.nsw.gov.au
Support is free and confidential.

Questions about the trial?

For questions about the Cashless Gaming Trial, see FAQs on About the trial page.

You can also contact:
Liquor & Gaming NSW
Email: gaming.policy@liquorandgaming.nsw.gov.au