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How to Contact the UK Gambling Commission

The UK Gambling Commission was established according to the 2005 Gambling Act and operates with the purpose of regulating commercial gambling within Great Britain. The scope of the commission is wide and it oversees the regulation of both remote gaming and land-based gambling.

An Overview of the UK Gambling Commission

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The commission has approximately 300 employees who are situated in the organisation's Birmingham headquarters. Ultimately, the commission's aim is to ensure that gambling is safe, responsible, legal, and that no children or vulnerable groups can participate.

The licensing system enables the commission to control the gambling market. All gambling businesses need to meet the commission's standards when applying or holding a licence. At present, any gambling enterprise that targets British residents is legally required to hold a licence within the country. As it stands, an operator seeking a licence would need to meet the following requirements:

  • No criminal records;
  • Show financial adequacy;
  • Offer appropriate gambling services;
  • An organised structure of ownership.

What the Commission Covers

The commission ensures that every operator follows the codes of practice, which include social responsibility and ordinary code provisions. All gambling businesses must follow the principles and protect vulnerable groups in society. The UK Gambling Commission is becoming ever more vigilant when it comes to protecting the vulnerable from the negative effects of gambling.

According to British law, minors under the age of 18 are not permitted to gamble. If any child takes part in gambling activities, then that operator will be held legally responsible. Every business needs to verify the age of all players and can do so by implementing Know Your Consumer (KYC) checks. These can entail the provision of photographic ID and current proof of address in the UK.

State Obligation

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Gambling businesses have an obligation to the British state and must submit all of their financial information and data to the UK Gambling Commission for inspection. The commission will then ensure that there are no illegal activities and that the business has legal funding that can be traced. Any company offering gambling services to UK players must hold a valid licence, which can only be granted by the commission.

Regarding cash flows, the commission must prevent gambling businesses from receiving funds from terrorist groups or criminals - the rules also help to prevent money laundering from arising. If an operator does not comply with the commission's rules, then disciplinary procedures shall begin, which can include the revoking of a licence or the provision of a financial penalty.

How to Contact the UK Gambling Commission with a Complaint

As a UK resident, you are entitled to contact the commission if you have a complaint regarding a gambling enterprise that is currently operating in Great Britain or Northern Ireland. There are different ways that can be used to contact the UK Gambling Commission and a raise complaint. Please explore the options below and then select the one that is suitable for your complaint.

Email

First of all, you can use the email service to reach out with possible complaints. The commission has an active email address that is ready to accept enquiries. The customer care unit will give you a response to inform you that they have received your email and that they are working on your issue. To clarify, the commission's email address is info@gamblingcommission.gov.uk.

Telephone

Rather than email, you can telephone the commission's customer support team on 0121 230 6666 (outside of the UK, the number is +44 121 230 6666). You might need to be patient with the operating hours, however, as the telephone line is only active on Mondays, Wednesdays, and Fridays during the hours of 10:00 to 12:30 and 13:30 to 16:00 (GMT/BST). For any users who have serious concerns regarding their wagering, it is instead recommended to call the 24-hour National Gambling Helpline on 0808 8020 133.

Complaint process

The commission has a strict procedure for submitting a complaint. Any British resident who wishes to complain about a gambling operator, the National Lottery, gambling adverts, an Alternative Dispute Resolution (ADR) provider, or the commission itself is required to submit an online complaint form. Before that, the commission requests that users check the terms and conditions, contact the alleged offender, follow their complaint's procedure, and wait eight weeks for resolution before contacting the preferred ADR provider identified by the commission.

Social media

As a public-facing organisation, the commission is also active on social media and operates channels on the networks of Twitter, LinkedIn, and YouTube. The social media channels are a helpful way of staying updated on news from the commission. Each of those channels can also enable communication between players and the commission. However, please be aware that the commission cannot comment publicly on any complaints that are raised via social media.

Contact the office

The office is situated at Victoria Square House, Birmingham, B2 4BP. Please note, however, that personal visits are not advised unless a meeting has been set up by the commission. Of course, postal enquiries are also welcomed by the commission.