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.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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Over the past few months we have become aware of instances where bookmakers have failed to settle bets in line with their published rules as required by social responsibility code provision 4.2.6. Examples have included using a new settlement mechanic for foreign racing, applying Rule 4 using an alternative methodology and the inaccurate settlement of bets due to rounding.   

We expect gambling to be fair and open, so it’s important that customers can trust their bets will be settled in accordance with an operator’s published rules. 

Graham Burgin, Betting Specialist, has provided some top tips to help operators comply with our expectations: 


  • Regularly review your published rules to ensure they are accurate 
  • Ensure your rules are updated to reflect any learning highlighted through your own complaints processes and ADR resolutions 
  • You must plan ahead. Updated rules must be published on the date amendments take effect 
  • In addition to published rules, you should use additional methods to notify customers of change. In betting shops, this could be through information provision on premises screens, over the audio network, through staff and on betting slips and receipts. For online operators, this could be through information provision on relevant market screens, through pop-ups and on betting receipts 
  • Before launching new betting markets, ensure that current rules are applicable and/or new rules are introduced where required 
  • Make sure that consistent information is provided.  For example, your published rules should not conflict with information displayed on a market screen or available through ‘Help’ or ‘FAQ’ pages 
  • Ensure software updates are managed effectively and tested to ensure accurate settlement is maintained 
  • Where settlement issues do occur, you must divest monies accrued contrary to published rules. This should be to the affected customers. However, where these can’t be readily identified, operators should contact the Commission to agree divestment as a totalised donation to an appropriate body involved in the delivery of the National Strategy to Reduce Gambling Harms.  

A note on divestment 


  • Divestment relates to monies accrued where customers have been disadvantaged by settlement contrary to published rules. The divestment figure must not be offset by any monies that may have been overpaid to customers by way of the same failure to settle bets in line with published rules. 
Posted on 15 April 2019