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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How we make sure licence holders are compliant

Licence holders who are not compliant risk regulatory action

Equally, licence holders and individuals who are uncooperative, or less than open with us, can expect higher levels of regulatory intervention. Where necessary we will exercise our regulatory powers.

We take action against gambling businesses that do not comply with licence conditions

We can launch a regulatory or criminal investigation which may result in a regulatory sanction and/or criminal charges. 

Sometimes we can achieve the best results by supporting another agency with their investigation, which is why we work closely with other organisations. 

What is a licence review?

We have the power to review the performance of licence holders against the terms of their licence on any of the following four grounds, if we:

  • have reason to suspect  that a licence condition may have been breached
  • believe the licence holder, or any person connected with the gambling activities, has been convicted of a relevant offence in Great Britain or abroad
  • suspect the licence holder may be unsuitable to perform the licensed activities
  • think a review would be appropriate. 

This means that a licence could be reviewed solely on the grounds, for example, that it has been held for a long period of time, and we consider a review necessary. 

Reviews by types of licence

We may review matters relating to a particular type of operating licence. The purpose of this type of review is to examine the way in which licence holders, as a whole:

  • carry out licensed activities
  • comply with the conditions attached to the type of operating licence.
Also see

Licensing, compliance and enforcement policy statement

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Statement of principles for licensing and regulation.

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