Understanding the safeguards and consumer protections available when gambling with UKGC licensed operators.
When you gamble with a UKGC licensed operator, you benefit from a comprehensive framework of consumer protections mandated by the Gambling Commission.
All games must be fair and operate as described. Random number generators must be independently tested and certified. Published return-to-player (RTP) percentages must be accurate.
Terms and conditions must be fair, clear and not misleading. Bonus terms must be prominently displayed before you opt in. Key wagering requirements must be upfront.
You have the right to withdraw available funds at any time. Operators cannot impose unreasonable delays or requirements that prevent access to your money.
You can request your full account history including all deposits, withdrawals, bets and outcomes. Operators must provide this information within a reasonable timeframe.
Your personal data must be handled in accordance with UK GDPR and data protection law. You have rights to access, correct and delete your personal information.
You have the right to free access to an approved Alternative Dispute Resolution (ADR) provider if you cannot resolve a complaint directly with the operator.
UKGC licensed operators must protect customer funds and clearly disclose the level of protection they offer. This determines what happens to your funds if the operator becomes insolvent.
No specific protection beyond what is required by law. Customer funds may be used by the business. In insolvency, customers would be treated as unsecured creditors.
Customer funds are kept separate from business funds and there are arrangements to ensure funds are protected in the event of insolvency, though these may not cover 100% of funds.
Customer funds are held in a separate bank account or protected by equivalent arrangements such as insurance or a guarantee. Funds would be available to return to customers in insolvency.
Operators must display their customer funds protection level clearly on their website, typically in the terms and conditions or on a dedicated page. Before depositing significant amounts, we recommend checking the protection level offered.
Self-exclusion allows you to block yourself from gambling for a set period. UKGC licensed operators must participate in self-exclusion schemes and take reasonable steps to prevent excluded customers from gambling.
GAMSTOP is the free national self-exclusion scheme for online gambling. When you register with GAMSTOP, all UKGC licensed remote gambling operators must take steps to prevent you from using their services.
For betting shops, casinos, bingo halls and adult gaming centres, separate multi-operator self-exclusion schemes operate regionally:
All UKGC licensed operators must also offer direct self-exclusion from their own platform. This can be used independently or in addition to multi-operator schemes. Contact the operator's customer support or use their responsible gambling tools to self-exclude.
UKGC licensed operators must provide these tools to help you stay in control of your gambling
Set maximum amounts you can deposit daily, weekly or monthly. Decreases take effect immediately. Increases require a 24-hour cooling-off period before becoming effective.
Cap the amount you can lose over a specified period. When you reach your limit, you cannot continue gambling until the period resets.
Set maximum session durations. You will be logged out automatically when you reach your limit and cannot immediately log back in.
Receive on-screen notifications showing how long you have been playing and your net position (wins/losses) during your session.
Take a short break from gambling for 24 hours, 48 hours, 7 days or 30 days. During a time-out, you cannot access gambling services.
Access your complete gambling history to understand your spending patterns. Review all deposits, withdrawals, bets and outcomes.
If you have a complaint, first use the operator's internal complaints procedure. This must be clearly explained on their website. Give them a reasonable opportunity to resolve your issue - typically 8 weeks.
If you are not satisfied with the operator's response, or they have not resolved your complaint within 8 weeks, you can escalate to their approved Alternative Dispute Resolution (ADR) provider. This service is free for players.
The ADR provider will review the evidence from both sides and make a decision. If you accept the decision, it becomes binding on the operator. You are not required to accept and can still pursue other legal remedies.
Independent Betting Adjudication Service. One of the largest ADR providers for gambling disputes.
Visit IBASeCommerce Online Gaming Regulation and Assurance. Provides ADR services for online gambling.
Visit eCOGRAThe Gambling Commission does not resolve individual disputes, but you should report concerns if:
When searching for online casinos, you may encounter websites that claim to list the "best" casinos or offer exclusive bonuses. Many of these affiliate websites present serious risks to player safety.
Unlicensed operators offer none of the protections required by the Gambling Commission. Your money is not protected, games may not be fair, and you have no recourse if something goes wrong. Worse, sites targeting self-excluded players are deliberately exploiting people who have identified themselves as having gambling problems.
Free, confidential support services for anyone affected by gambling
GamCare
Free, confidential advice and support for anyone affected by gambling problems.
0808 8020 133
24 hours a day, 7 days a week
Visit GamCareGambleAware
Information, advice and free treatment referrals for anyone worried about their gambling.
begambleaware.org
Online resources available 24/7
Visit BeGambleAwareGA UK
A fellowship of men and women who share experience and support to help each other recover from gambling.
gamblersanonymous.org.uk
Meetings across the UK
Visit GAIf gambling is causing you problems, help is available. Call the National Gambling Helpline for free, confidential support.
Call 0808 8020 133