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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Gaming machine payouts: return-to-player

Your gaming machines must clearly display the percentage return-to-player figure (% RTP). 

You must ensure that all the machines you make available display the correct percentage return to player figure (%RTP), this is required by the Circumstances of Use Regulations. 

Gaming machine (Circumstances of Use) Regulations 2007

If the label on the machine is in a position where it may be possible to be removed or covered up make sure you regularly check the required information is still displayed correctly and clearly for the benefit of players.

Considerations regarding how to remedy a fault 

You should not benefit from a fault. You should endeavour to return the money to customers in a timely manner. If the individuals affected cannot be identified, you are encouraged to make efforts to repay the money to the group of consumers most likely to contain those affected. The money should be repaid in a way that would not incentivise additional gambling and is not based on a minimum-spend requirement or threshold. 

We expect consumers to be informed of steps taken and the reason for this only after all the money has been returned, and not during this period. This will avoid operators being able to benefit through promotion or advertising, which is unacceptable. 

If you cannot return the money to consumers in line with these aims, you should divest yourselves of the profits and this should be paid to a responsible gambling charity.