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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Pool betting - recording Gross Gambling Yield

On Pool betting licensing arrangements we acknowledge that operators are using a number of models to provide facilities for pool betting, or what at first sight appears to be pool betting, to consumers in Great Britain (GB). 

Dependent upon the arrangements in place some betting contracts are struck in reliance of a pool betting licence whilst others are struck in reliance of a general betting standard licence.

Whenever an operator accepts a bet in reliance of its own licence, the GGY must be recorded within the respective regulatory return and will be considered for fee category purposes.  A Commission licence is relied upon if the customer involved in your bet is located in GB or any part of your remote gambling equipment is located here.

Whenever a licensed operator makes or accepts a bet on behalf of another licensee it is the other licensee (the actual counterparty to the bet) which must record and consider the GGY for regulatory return and fee category purposes.

Operators providing facilities by non-remote and remote means must ensure that the GGY is recorded against the appropriate licences. As a reminder, remote gambling means gambling in which persons participate by use of remote communication. If participation isn’t by use of remote communication then its non-remote gambling.

We expect all licensees to regularly review their levels of GGY to ensure they are located within the correct fee category. You must submit a licence variation if your fee category needs to change.  Applications to vary an operating licence can take up to eight weeks to process.

Loyalty schemes such as ‘VIP cash back’ or ‘rebates’ should not be counted when calculating GGY. Such payments do not form part of a gambling transaction and are considered to be part of the costs of conducting business such as payments to affiliates for the acquisition of players.

For example, a customer with a 5% rebate on their stakes places £100 of bets into a pool. The total stakes into the pool are £1000 and the deduction level is 20%. GGY is £200 (20% of £1000) and NOT £195 (20% of £100 – 5% of £100). The £5 the operator returns to the customer as a rebate is not deducted from GGY and (on the basis it is now cash) if it is wagered in another pool it would count towards amount staked in that pool.