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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Manage the criminal risk associated with bonus and promotional offers

You must have robust ID verification procedures in order to prevent underage gambling, enforce self-exclusions and confirm customers' identities.

Verification must be conducted at appropriate points in time and not simply at point of withdrawal. It should also play a significant role in preventing individual consumers from gambling through third party accounts held in the names of family members, friends or other acquaintances.

Bonus and promotional offers must only be made available in a manner which is consistent with the licensing objectives, which includes a responsibility to prevent such offers from being exploited criminally for potential financial gain. 

If the industry can’t appropriately manage the criminal risks presented by bonus and promotional offers, we will consider whether regulatory intervention is required. For example, we could consider introducing a condition to restrict the use of bonus and promotional offers which are designed to induce and encourage gambling (via section 81 of the Gambling Act).

We have also informed the public that they should not share their personal details with third parties to open online gambling accounts.