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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On-course pool betting display requirement

The purpose of this guidance is to provide additional clarity with regards to the requirements laid out in social responsibility code provision 4.2.10. Our primary goal is to maintain transparency for customers.

As a minimum, we want pool betting customers to understand what they could win in the case of win and place bets and what is available to be won in the case of combination bets. Whilst this code provision relates to the display of information for those betting on-course, these principles of transparency should apply equally, where practicable, to other pool betting mediums such as licensed betting premises and online.

We would expect that the calculation used to determine potential dividend returns relies upon the known stakes on each selection at the relevant point in time. We accept these potential dividends are for illustrative purposes and that their accuracy will increase as the pool grows in size and the race approaches its start time.

When considering the scope of the display requirements for each pool operated our expectation focuses on ensuring the display of information for races taking place at the relevant racetrack. Thereafter, licensees offering pools on races taking place at other venues should make this information available in at least one place and this could, for example, be achieved through a looping screen(s) that prioritises information based upon upcoming race times and levels of customer interest.

Combination bets include bets on a single race whereby multiple selections are required (eg correct finishing orders) and bets that require selections across multiple races.

When referring to unit stakes on all types of combination bets offered we are referring to the total units staked on a pool net of deductions. This allows the customer to simply understand what is available to be won and avoids the need for them to access relevant deduction information to make their own calculations.

Licensees should be aware that they must already publish rules relevant to the deduction levels, expressed as a percentage, for each available pool. Whilst not a licence condition requirement at this time, a best practice approach would see deductions rates transparently displayed at each point of sale.