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.
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If you allow, or do not actively prevent, payments to accounts by third parties, you must ensure that your anti-money laundering (AML) and social responsibility (SR) obligations are met in relation to both the account-holder and any individuals funding the account. 

This means that know your customer (KYC) requirements apply equally to the person who holds an account with you and any individuals funding that account.

You should be transparent with your customers regarding your policies in this area. You must make it clear to players how you will treat an account where you find out it was funded by a third party. For example, if you identified that the third party that funded the account was self-excluded with you. 

You should ensure that you meet your AML and SR obligations whilst also ensuring your application of terms and conditions is fair and proportionate.

In any case where we determine that a gambling business has not met their obligations, because they have not managed the risk of third party funding of accounts, we may take regulatory action against the business, the relevant Personal Management Licence holders, or both.    

Notes to editors 

  1. More information about how we regulate the gambling industry.
  2. Read our Statement of principles for licensing and regulation.
  3. Useful statistics on the gambling industry.  

Journalists can contact our press office on 0121 230 6700 or email: communications@gamblingcommission.gov.uk

Posted on 10 March 2017