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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What you need to send us when you apply for an operating licence: remote/online businesses

If you are a remote/online business these are the additional supporting documents you will need to support your application. 

These supporting documents are in addition to the requirements for either small or medium to large businesses making an application. 

Additional supporting documents for a remote/online business


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Compliance with remote technical standard (RTS)

Written policies and procedures detailing how you will comply with the remote gambling and software technical standards (RTS).

Gambling software supply details

The name, address and licence number of all of the organisations who provide gambling software to the Applicant. Third party suppliers of software for use in the provision of gambling facilities to customers in Great Britain must be licensed by the Gambling Commission. You may include this in the operational model map so this does not have to be a separate document.

If you are applying for a gambling software licence, you must supply policies and procedures detailing how the business supplies gambling software via remote communication (eg File Transfer Protocol, server downloads). You may include this in the operational model map so this does not have to be a separate document

Operational model map

An operational model map which shows the location and provider/operator of all systems and activities used by the business to deliver gambling services and facilities.

The diagram needs to show the location of key equipment, and the relationship between the systems, activities, and third party providers, including how they interact and/or link together.

System diagram for end to end process

A system diagram details the end-to-end process showing how the gambling activity will work from when a person registers, moves through into the gambling process to the pay-out of winnings providing commentary of the activities that happen at each stage.  The system diagram and commentary should also include information on the location of the remote equipment.

System diagram

The system diagram and commentary should provide the names and details of any aspects of the provision that the applicant outsources via third-party providers for example:

  • payment services
  • age identity providers
  • geolocation verification providers
  • marketing
  • customer service
  • fraud detection
  • server hosting and data storage
  • delivery support
  • administration.

Testing strategy

Procedures that show how you will comply with the testing strategy for compliance with remote gambling and software technical standards. The procedures should include the identity of a third party test house or a declaration of compliance with good practice if testing is to be carried out in-house.