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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Why does a gambling company want to know about your finances?

As part of their customer interaction requirements we challenge all gambling companies to know their customers inside out so they can provide the best possible service and ensure gambling in Great Britain is fair, safe and free of crime.

First and foremost, gambling companies want to keep crime and money laundering out of the gambling industry and do not want their customers falling into financial difficulties. Gambling companies therefore use a variety of techniques to profile customers which can help to indicate that a customer is gambling with money they do not have. We make them aware of these indicators, but to be certain, they may also go through a third party to obtain the following:

 

  • Bank statements - to help check that your source of funds are legitimate, and as part of a gambling company’s anti-money laundering checks
  • Income patterns - Aside from studying bank statements, gambling companies can also ask for information which may lead to irregular income patterns in your account, such as a pending house sale.

Gambling companies also look at appropriate deposit or loss thresholds based on your income. This is helped by using open source data and Office of National Statistics publications to help them assess affordability and improve their risk assessments for customer interaction.

Please visit our website if you would like to know more about ID and age verification, self-exclusion and criminal proceeds checks. On these pages you can also find more information about how to gamble safely and how to manage your activity.