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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Information gambling businesses should give you

Gambling businesses must provide you with certain information as a condition of their gambling licence. This information helps you to decide which businesses you wish to gamble with, and what the risks of gambling are.

Licensed status

Every online gambling business that we license must display a notice that they are licensed by us, and a link to our website, on every screen from which you can gamble with them.

Terms and conditions

Gambling businesses must make sure that any terms they use are not unfair. They must make a summary of their terms and conditions, in plain and simple language, available to you. They must also let you know in advance if they make any significant changes to their terms and conditions.

Gambling safely

Gambling businesses must make information available on how to gamble safely and how to find information or support for problem gambling.

Game rules

Gambling businesses must provide the rules of any games they offer. Different types of businesses may also need to provide players’ guides to their games. For example, a casino must offer a player’s guide to the house edge, while an online gambling business must provide a player’s guide to each gambling product (bet, game or lottery) that they offer.

Your account

Online gambling businesses must provide specific information about your account, transactions that you can make, rules, game descriptions and the likelihood of winning. They must make clear any consequences of an interruption to play. They must also show the time that you have spent gambling and provide the opportunity for you to set limits on the amounts you deposit or spend, or to request a ‘reality check’ (that is, a brief interruption to your game play).

Offers and promotions

A gambling business must provide information about any offers or promotions they offer, including any limitations (for example, whether an offer is time-limited), and any commitments you might have to make to take advantage of an offer (for example, whether you must spend a certain amount of your own money in order to receive a free bet). The information should generally be contained within the advert for the offer. If there is not enough space within the advert, you must be clearly directed to the full information.

Protection of customer funds

Any gambling business who hold customer funds (that is, funds to the credit of customers) must set out in their terms and conditions information about whether and how the funds are protected in the event that the business becomes insolvent.

Complaints and disputes

Gambling businesses must have fair, open and transparent complaints policies and procedures.  They must also have arrangements in place for you to refer a complaint to an alternative dispute resolution (ADR) provider if they cannot resolve it within eight weeks of receiving it (or sooner if you reach the end of their complaints procedure before eight weeks is up). In most cases, the gambling business should give you a letter to confirm that you can take your case to an ADR provider, and the process must be free of charge to you.

You must have first raised your complaint with the gambling business to be able to take it to an ADR provider.

You can find out more about what a gambling business should do to manage your complaint in our guidance for gambling businesses. You can also read about what an ADR provider should do in our standards and guidance for ADR providers.