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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Enforcement report 2018/19

This year we investigated a number of online casino operators who were found to have breached conditions of their licences in respect of AML and failing to comply with social responsibility codes of practice. This resulted in financial penalties being imposed alongside a warning and additional conditions to their licences.

Our investigations demonstrated repeated failings with AML policies, risk assessments and adherence to Money Laundering Regulations because operators did not:

  • conduct appropriate ongoing monitoring of a business relationship
  • apply, on a risk-sensitive basis, sufficient enhanced customer due diligence measures and enhanced ongoing monitoring in situations which by their nature present a higher risk of money laundering
  • keep full records of the evidence and supporting documents it considered as part of its customer due diligence checks and business relationship with the customer
  • establish and maintain appropriate and risk-sensitive policies and procedures relating to specified matters in order to prevent activities related to money laundering and terrorist financing
  • provide relevant staff with regular training in how to recognise and deal with transactions and other activities which may relate to money laundering or terrorist financing

The investigations revealed the lack of adherence to specific licence condition attached to the licence on 1 November 2014 and Licence Condition - Anti money laundering measures for operators based in foreign jurisdictions. All online licensees are urged to revisit and digest these requirements.

Next section: AML healthcheck

Enforcement report

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