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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Information to players

The Industry Group for Responsible Gambling (IGRG) and Senet Group are the industry leads for GambleAware work to evaluate different approaches to providing information to players to discover what works and what doesn’t. 

These projects are important as they are aimed at preventing gambling-related harm. We encourage you to become involved in these pieces of work if possible.

General social responsibility messaging

The aim is to identify the communication that is most effective in preventing gambling-related harm.

Messaging should not be specifically related to an individual player or product. The audience is those gamblers who gamble regularly but are not experiencing harm from gambling. This is a broad group which covers a whole range of different personalities, socio-demographics, gambling frequency and game type.

Play information messaging

GambleAware works in association with key stakeholders to assess and make recommendations on ways to develop and improve the effectiveness of play information, which is bespoke to an individual’s own gambling behaviour, in order to educate, in particular, those who are at risk of, or in the early stages of experiencing harm.

Product information

Improving the effectiveness of product information to all consumers in order to educate, in particular those who are at risk of, or in the early stages of experiencing harm.

Staff training

GambleAware is developing more effective approaches to staff training. This will involve working with key stakeholders to produce a standard framework for industry training in social responsibility.

This will ultimately be built into National Occupational Standards that can be used to develop National vocational Qualifications (NVQs) for the sector. As part of the process, tools will be built that allow for the evaluation of the success of the training, not just in terms of staff understanding and deployment but also in outcomes for those customers whose behaviour indicates that they may be at risk of, or in the early stages of experiencing harm.