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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Gaming machines in gambling premises

You must ensure category B gaming machines are only made available in a manner which is reasonably consistent with the licensing objectives.

LCCP: Social responsibility code 9.1

This applies to:

  • non-remote betting
  • non-remote bingo
  • non-remote casinos.

The LCCP requirements are aimed at ensuring the policy objectives below are embedded consistently across the non-remote betting, bingo and casino sectors to ensure higher stake and prize gaming machines are made available in a socially responsible manner:

  • with very few low-risk exceptions, gambling should be confined to dedicated gambling premises (casino, betting or bingo premises)
  • distinctions between different types of licensed gambling premises are maintained
  • gambling activities are supervised appropriately
  • within bingo, betting and casino premises gaming machines must only be made available in combination with the non-remote gambling facilities named on the operating licence. 

Enforcing these requirements

The approach to enforcing these requirements will continue to provide you with the flexibility required to determine how best to deliver the above outcomes within your business. It is not for us to prescribe how you operate your gambling premises or to encourage a tick box approach to compliance.

The ability to provide (and derive the commercial benefits) from category B gaming machines in your business, comes with a responsibility to ensure this is done in a manner consistent with the licensing objectives. Compliance with existing and new regulatory requirements provides us, licensing authorities and the public with the necessary assurance.

Where we have concerns that an operating model has not taken sufficient account of regulatory requirements we believe the most proportionate and effective means of dealing with that, is through agreement or imposition of specific licence conditions relating to that particular business. This ensures any issues with specific operating models are addressed without impacting on the wider sector.