Report
Initial findings from new data on consumer trust – GSGB
Initial findings from new data on consumer trust – GSGB
Customer experience and support
Good customer service and experience is a key component of consumer trust in the gambling sector. This can include the ease of withdrawing winnings, quality of communication with gambling companies and, where necessary, the ease of making a complaint and resolving issues. Some participants in the earlier phase of research reported difficulties and delays in withdrawing funds and had concerns about the type of information that they had to share in order to withdraw. This is also a common theme seen in the Commission’s own contact centre.
"I’m still waiting for my win, 8 days later. They want ID, they want utility bills and all these things when I win, despite not asking for them when I opened my account."
– Qualitative Research Participant
People’s views on this topic have been assessed using the following statement:
It is quick and easy to withdraw and collect my winnings
It is quick and easy to withdraw and collect my winnings
Overall 49 percent of people who had gambled in the past 12 months agreed with this statement, with a further 33 percent responding neither agree or disagree and 18 percent disagreeing.
“Most of time if you win, your winnings will be paid to you in full, even if the bet you won was a free bet.”
– Qualitative Research Participant
Respondents aged 18 to 24 were most likely to disagree with this statement (28 percent), whilst 25 to 54 year olds are most likely to agree (50 to 52 percent). Younger people were also more likely to have clear opinions on this topic, with the percentage of “neither” responses increasing with age (18 to 45 with 26 to 30 percent among 18 to 45 year olds, compared to 40 to 43 percent among those aged 55 and over). This could be driven by the types of activities that respondents had participated in.
“As I play bingo in person, any winnings are instantly given to me. Likewise, if I win on a scratchcard, on a return to a store, my winnings are given instantly.”
– Qualitative Research Participant
Men are more likely to agree with this statement than women (50 percent compared to 47 percent).
Agreement is highest among those who participated in betting, casino games and fruit and slots in the past 4 weeks (62.6 to 65.6 percent) as shown in Figure 10. Participants who rated their last gambling experience as ‘positive’ were more likely to agree with the statement (59 percent), compared with those who rated their last experience as neutral (41 percent) or negative (37 percent).
Figure 10: Agreement level with ‘quick and easy withdrawals’ statement by gambling activity in the past 4 weeks
| Activity | Agree (percentage) | Neither (percentage) | Disagree (percentage) |
|---|---|---|---|
| Betting | 66 | 18 | 16 |
| Fruit and slots | 63 | 21 | 16 |
| Casino games | 63 | 19 | 18 |
| Instant win games | 60 | 24 | 16 |
| Bingo | 53 | 28 | 19 |
| Scratchcards | 53 | 31 | 16 |
| Lottery draws | 51 | 33 | 16 |
This report continues in the Conclusion section.
Last updated: 23 July 2026
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