Frequently asked questions
Self-exclusion is a process when you can ask a gambling operator to exclude you from gambling with them for a set length of time. In practice, it means you will be refused service in the venues where you have self-excluded. By law, this must be provided as an option by gambling operators in the UK.
Responsibility for sticking with this lies with you, but you can expect the operator to do all they reasonably can to help you.
This scheme covers the betting shops and as such any online accounts held with them can be suspended. We do not cover other providers. – Please see the useful links page for links that you may find useful.
Call the team on 0800 294 2060 or book a call back request at a time that is more convenient for you by visiting the booking page here. Self-exclusions are designed to match your individual needs – please be aware calls can take up to 30 minutes.
Yes – to activate the exclusion, we will need a colour copy of photographic ID and a good clear up to date photograph of yourself – this can be done via e-mail or post. Once we receive your documents we notify the relevant operators of your decision to self-exclude. Please note the exclusion will be dated and activated on the day we receive your documents but that it takes a few days to get your details to each betting shop on your self-exclusion.
No. The scheme offers a tailored, bespoke, exclusion that will target the particular areas that are relevant to you. Nationwide exclusions damage the effectiveness of the scheme by increasing the risk of those who self-exclude not being recognised and consequently being allowed to gamble.
There is no numerical limit. The limit is relevancy exclusions are tailored to reflect individual customer needs.
The scheme offers an exclusion for a fixed term period of 12 months that can be renewed at the end of the term with a phone call.
No. Self-exclusion is voluntary agreement which must be freely entered into by the person wishing to be excluded.
We apologise if you have not managed to get through, the lines are very busy. Please visit this page to request a call back at a time that suits you. If you use this service, please ensure you are available to receive the call. Please be aware calls can take up to 30 minutes.
We believe the individual tailored exclusions are more efficiently created with a phone call where we can ensure we covered all the areas required.
Your personal details are kept confidential and only shared with the participating bookmakers their group companies’ and the central team administrators.
Yes, either by post or by e-mail whichever is more convenient for you.
No, once activated you cannot revoke, rescind or withdraw the exclusion prior to the expiry date.
The terms and conditions of the agreement that you will need to accept state you will not enter any of the premises on the exclusion. Should you breach your agreement the expectation is that you are asked to leave. We strongly encourage you to report to us all cases where breaches have occurred and you have not been challenged. We will then report that back to the relevant operator.
The bet stands – win or lose. The scheme and the operators have no liability if you breach your self-exclusion, gamble and lose.
You can add premises to your exclusion at any time, by calling the team. If it is more convenient you can book a call back request for a specific date and time via this page.
No. You can add premises to your exclusion at any time, by calling the team. Please be aware we do not accept e-mail additional premises request. Please visit this page to request additional premises.
No. Self-exclusion is a voluntary agreement that you enter into. You agree not to enter the premises listed on your exclusion. It’s up to you to make it work.
If you request a call back renewal reminder we can schedule one for you. We will not contact you without that request.
No, the details of your tailored exclusion will already be on the database. The renewal call can be brief.
No. we and the betting shops will assume you wished to remain on the scheme if you did not notify us of your wish to return to gambling.
If you do not choose to renew within six months of the end of the exclusion the arrangements will then lapse and operators of betting shops will remove your self-exclusion from their records.