Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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Your consumer rights

When you make a gambling transaction, you are entering into a contract with the gambling business. Consumer law (such as the Consumer Rights Act 2015) protects your rights when you enter into a gambling contract.  

The Consumer Rights Act 2015 covers a number of areas. Most importantly, it protects you against contractual wording that could be used to give the business an unfair advantage.

The Act requires contractual wording to be:

  • Fair: so the contract is not weighted unfairly against the consumer, or hidden away
  • Transparent: enabling the consumer to make informed choices, for instance using clear, jargon-free language that consumers can understand.

You can learn more about the Consumer Rights Act on the Government’s website or from Citizen’s Advice.

Under the Gambling Act 2005, you also have the right to refer a dispute about a gambling transaction to court if you do not agree with the decision of the gambling business or of an alternative dispute resolution (ADR) provider. You may wish to seek independent legal advice if you decide to do this. 

Our view is that the Gambling Act 2005 captures gambling by a customer who is physically located in Britain when gambling facilities are used.