Contents

• Our most common enquiries from gambling customers
• 1.
  General
• 2.
  Financial requirements
• 3.
  Protection of children and other vulnerable persons
• 4.
  ‘Fair and open’ provisions
• 5.
  Marketing
• 6.
  Complaints and disputes
• 7.
  Gambling licensees’ staff
• 8.
  Information requirements
• 9.
  Gaming machines in gambling premises
• 10.
  Assessing local risk
• Why we can’t resolve individual complaints
• I can’t withdraw my winnings
• Running a lottery or raffle
• Gambling advertising on television and online
• How we ensure online gambling games are fair
• Self-exclusion with GAMSTOP
• How to check whether your money is protected
• Where to find help and support

How to check whether your money is protected

Any business you gamble with must tell you whether your money is protected in case they go bust.

There are three levels of protection. These are:

1. not protected
2. medium protection
3. high protection.

All gambling businesses must make it clear which level applies to you. This includes both online and physical places you can gamble, like a betting shop or casino.

The business must give you this information in their terms and conditions.

You can read more about the levels of protection and what this means for you.

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Where to find help and support