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Support with gambling

We're here to help

Anyone can be affected by gambling problems, and it can quickly get out of control. If you have any concerns that gambling is affecting your finances, or that of a family member or friend, we can help you. We have a range of tools you can access through our Mobile Banking app and Online Banking. We also have colleagues who can offer additional help and support.

Tools to support you

If you are worried that you may be spending too much on gambling, you can use our spending insights tool. This will show you your spending patterns and help you keep track of where your money goes each month.

Freeze or limit your gambling payments

If you have a debit or credit card, you can use our Mobile Banking app to turn on a gambling freeze to instantly block payments to gambling retailers.

However, if you want to remove the freeze, this will take 48 hours for the removal to come into effect.

If you have a debit card, you can use our Mobile Banking app to limit how much you allow yourself to spend with gambling retailers each month.

To manage your gambling freeze and limits:

  • Sign in to our Mobile Banking app.
  • From the Mobile Banking app home screen, select ‘Manage card’.
  • Continue to the ‘Card Freezes and limits’ section.
  • Use the Gambling toggle to freeze gambling transactions or enter a monthly gambling limit.
Freeze or limit payments

Contact us

It can be difficult to talk about gambling. Our help and support is confidential and we have a range of tools that might make things easier for you.

  • Set up a bills only account – this will give you confidence knowing that you have money set aside to pay your priority bills.
  • Stop limit increases – by stopping automatic limit increases on your credit card account, it takes temptation away by not having access to extra funds.
  • Representative access – if you want to, you can choose someone you trust to manage your money.

You can also visit us in a branch or call us on 0345 720 3040. Our advisers are available 8am to 6pm, 7 days a week. Closed on Bank Holidays.

Not all Telephone Banking services are available 24 hours a day, seven days a week.

If you are worried about speaking to someone directly, you can also use the secure messaging or webchat facilities on our Mobile Banking app and website.

Frequently asked questions

  • Every time you pay for something with your card, we know the type of merchant by the type of transaction recorded. When you apply a freeze, we’ll block any transactions attempted from gambling merchants. This freeze will not apply to direct debit or bank transfers.

    If the transaction doesn’t appear to have been made at a gambling merchant, or a merchant hasn’t authorised it with us first, then we won’t be able to stop it - even if you believe it to be gambling related.

    Payments made in to your account, like winnings, withdrawals or refunds, will not be affected and will still go through.

    If you report your card lost or stolen, you’ll need to turn your freeze back on when you get your replacement card.

    How do I turn it off?

    To turn the freeze off, just toggle off in the app. You won’t need to call us. Once you’ve done this, we’ll remove the freeze after 48 hours. If you change your mind you can toggle back on during this period.

  • Set a monthly gambling limit on your debit card as a way for you to control how much you are spending on gambling. Once you reach your limit, any more attempts to make gambling transactions with your debit card, will be blocked. Once you reach your monthly limit, no further gambling transactions will be approved. This applies to any online or in-person transactions defined by the retailer as ‘gambling’.

    If the transaction is not defined by the retailer as gambling, or the retailer hasn’t requested a pre-authorisation from us first, we may not be able to stop it – even if you think it’s gambling related.

    Your limit will renew on the first day of each month.

    You can manage your limit or remove it altogether in the Mobile Banking app. Just make sure you select ‘Save Limit’ once you have made your changes.

    It’s worth remembering that changes update straight away. Your limit will instantly renew if you change it or remove it and reinstate it. So any gambling payments you've already made that month won't be included in that month's limit.

    If you report your debit card lost or stolen, you’ll need to re-set your limit when you get your replacement card.

Josh's story

Josh is an avid football fan and like many others, he enjoyed betting on the football results. At first, the amounts were small, but as time went on, his bets became bigger.

Some weeks he would win and on others he would lose. But before time, he started to place multiple bets for larger amounts. He then lost six bets in a row. Trying to win some money back, he bet his whole month’s salary on one game. He lost again.

With hardly any money in his account, Josh didn’t have enough to see him through to his next payday. He was very worried and felt alone, having to figure out how to pay his rent and household bills.

This is when Josh decided to contact his bank.

How we helped Josh

Josh spoke to our banking colleague, Osmond, and explained his situation. Osmond worked with Josh to list his monthly expenses.

Once Osmond had a clear picture of the situation, he was able to talk through the options available to him, making him aware of any decisions that would impact his credit report.

Josh chose a one-month loan repayment ‘holiday’. This meant that for one month, Josh didn’t need to make a loan repayment. Giving him the chance to seek the support he needed both financially and emotionally.

Josh also told Osmond that he felt his gambling was out of control. He wanted to stop, but felt it was too difficult to resist the temptation to place a bet. Osmond talked through the specialist gambling support that is available to get his gambling under control.

Don't bet your life on it is a player-led safer gambling initiative that can help you understand if you have an issue. They can provide you with tips and advice to make sure that you gamble safely.

Expert advice

Talk Ban Stop logo. Gamcare. Gamban. Gamstop.

Whether you need support for yourself or are looking to help someone else, TalkBanStop is a partnership that can help. They have practical tools and support to help you to stop gambling and maintain a successful journey to recovery.

You can access personal support via GamCare’s trained advisers, free access to Gamban blocking software which can be installed on multiple devices, and signposting to register for the free self-exclusion scheme, GAMSTOP. They also have links if you need to get in touch with your bank to limit gambling transactions.​

You can access support online or by phone on 0808 8020 133, 24 hours a day, 7 days a week. They also have live chat, WhatsApp chat, Facebook Messenger and group chats and forums if you don’t want to talk to someone directly.​

TalkBanStop

Take control

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Additional support

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