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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When money is stolen and used for gambling

If you or your company has been the victim of a crime and the proceeds of that crime were spent on gambling that is a criminal matter and, if you haven’t already, you should contact the police.

You may also wish to seek legal advice.

How our investigations work

Where concerns are raised about a licence holder, we can investigate.

We will look at whether the business has conducted itself in a way which is consistent with:

Ultimately we require licensed gambling businesses to comply with these rules and to put consumer welfare at the heart of their business, but where we feel they haven’t, we can take action.

Each case is different but we will always use our Statement of principles for determining financial penalties and Statement of principles for licensing and regulation to reach the appropriate result.