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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Gaming machine payouts: return-to-player

Gaming machines, also called fruit machines, slots machines or FOBTs, are required to clearly display the percentage return-to-player figure (% RTP), or the odds of winning a prize. 

Gaming machines offer different prize amounts depending on their category

It is important to realise however, that the % RTP is an average achieved over a significant number of game plays and not each time the gaming machine is played.

Average % RTP is generally measured over 10,000 or 100,000 games or greater for compensated and random machines respectively, dependent upon their category.

For example, if a gaming machine displays an 85% RTP, you should not expect to win an average of 85 pence for every £1 you stake during a playing session.

There is no statutory minimum percentage payout for a gaming machine.

Being clear to players

Gaming machines must make information available about their category, % RTP and whether they are compensated or random.

Compensated machines

Compensated machines vary the chance of winning a prize as a result of the outcome from previous play. Where such a machine is below its target %RTP it may become more generous dependent upon design and vice versa, though the prize distribution is still determined by chance.

Random machines

Random machines rely purely on statistical probabilities to achieve their target percentage return to player. The odds of achieving a win remain constant, and are not affected by previous wins or losses.