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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Status of a bet as a contract

When you place a bet with a licensed gambling business, you enter into a legally enforceable contract with that business.

The gambling business must make the terms and conditions of the bet available to you. You should make sure that you are familiar with the terms and conditions and that you understand what they might mean, especially in the event of any changed circumstances around the bet, before you decide whether to place the bet.

We also require gambling businesses to provide a means for you to complain about the bet. This helps us to keep betting fair.

Gambling businesses can refuse your bet

Just as you can decide whether or not you wish to place a bet, a gambling business is also free to decide who they accept bets from, and on what terms, in order to manage their business as they see fit.

Because a bet has to be a commercial arrangement between two willing parties, there is no statutory right to bet that means that a gambling business must accept your bet. Just like any other commercial business, a gambling business may sometimes withdraw offers or refuse bets in order to reduce risks to their business.

Making a complaint

When you have placed your bet, your contract with the gambling business means that you have certain rights and the contract can be enforced in law. This means that you have a right to take a gambling transaction to court if you do not think the outcome meets the terms and conditions of the contract.

Gambling businesses must offer a complaints procedure, including access to an alternative dispute resolution (ADR) provider free to the consumer, which you should follow before deciding whether to take a matter to the courts.