Due to the impact that Coronavirus is having, we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

You can use the contact us service to get answers to common questions or send us a contact request.

If gambling problems are affecting you or those close to you, support is available 24 hours a day, 7 days a week through GamCare. You can call them free on 0808 8020 133 or go to gamcare.org.uk.

You can also read our Guidance and FAQs for more information.
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Prevent underage gambling

You must have policies to prevent underage gambling and you must monitor their effectiveness. 

To protect children these should include, for example:

  • checking the age of customers who appear to be, or are suspected of being, underage
  • not deliberately providing facilities for gambling in such a way as to appeal particularly to children and young people, for example by reflecting or being associated with youth culture
  • in premises restricted to adults, refusing service in circumstances where an adult is accompanied by a baby, child or young person.
LCCP: Social responsibility code 3.2

Licence conditions and codes of practice contains sector-specific requirements as regards preventing underage gambling. 

Test purchasing to prevent underage gambling 

We support and work closely with your local licensing authority on a rolling programme of test purchasing activity to test the robustness of your age verification policies and procedures. 

Gambling businesses that have failed in these test purchase exercises have had some or all of these premises conditions imposed upon them:

  • Think 21 or Think 25 policy
  • regular test purchasing to be undertaken, to ensure the licensee monitors the effectiveness of their controls
  • use of magnetic locks to restrict access to premises
  • use of an infra-red beam system to alert staff to the presence of customers in age-restricted areas
  • barriers to reduce the risk of children crossing from family entertainment centre premises into adult gaming centre premises
  • re-positioning category D gaming machines away from entrances to adult gaming centre premises, to reduce the attraction of children to those areas
  • induction and refresher training for staff.