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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Your consumer rights

When you make a gambling transaction, you are entering into a contract with the gambling business. Consumer law (such as the Consumer Rights Act 2015) protects your rights when you enter into a gambling contract.  

The Consumer Rights Act 2015 covers a number of areas. Most importantly, it protects you against contractual wording that could be used to give the business an unfair advantage.

The Act requires contractual wording to be:

  • Fair: so the contract is not weighted unfairly against the consumer, or hidden away
  • Transparent: enabling the consumer to make informed choices, for instance using clear, jargon-free language that consumers can understand.

You can learn more about the Consumer Rights Act on the Government’s website or from Citizen’s Advice.

Under the Gambling Act 2005, you also have the right to refer a dispute about a gambling transaction to court if you do not agree with the decision of the gambling business or of an alternative dispute resolution (ADR) provider. You may wish to seek independent legal advice if you decide to do this. 

Our view is that the Gambling Act 2005 captures gambling by a customer who is physically located in Britain when gambling facilities are used.