Gambling help

Gambling help

We can give you support if you think you need it.

If gambling is on your mind and you are worried that it is taking control, or if you are worried about someone else’s gambling, we can help you. We have a range of tools and support that will help you manage your gambling and your finances.

The sooner you get support, the better.

How we can help

Our spending insights tool can show you a breakdown of where your money goes every month. By seeing the amount and frequency of your spending at all retailers, it may help you to see if your gambling spend is manageable or not.

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:

  • Log on 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

Take control

If you want to stop unwanted emails and texts, or change the feed on your social media accounts to reduce the gambling content that you see, the Gambling Commission will help you understand how you can make these changes.

Control gambling content

Contact us

It may not feel easy to talk if you are worried about your gambling, but we have confidential support and a range of tools that might make things easier for you.

  • Set up gambling freeze – you can use our Mobile Banking app to turn on a gambling freeze to block payments to gambling retailers.
  • Switch to an ATM only card – this can help with your gambling if you use your card but you’ll only be able to use it for cash withdrawals.
  • Set up a bills only account – gives you confidence knowing that you have funds set aside to cover your priority bills.
  • Stop limit increases – stops automatic limit increases on your credit card account to limit access to additional funds.
  • Representative access – if it helps, you can nominate someone you trust to manage your finances.

You can visit us in branch or call us on 0345 721 3141. Lines are open 8am to 6pm, 7 days a week. Not all Telephone Banking services are available 24 hours a day, seven days a week.

If you would prefer not to speak to someone directly, you can use the secure messaging or webchat facilities available in our Mobile Banking app and website.

Frequently asked questions

  • What transactions can/can’t be stopped?

    Every time you pay for something with your card, we know the type of merchant you’ve paid by the code they use to identify themselves. When your freeze is turned on, we’ll block any transaction 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.

How we can support you

Whether it’s a quick spin on a slot machine or support for your favourite football team, a small bet can soon feel like it’s becoming a problem.

We understand that for some people, the impact of problem gambling may be severe and can lead to emotional and financial difficulties, such as the breakdown of relationships, struggling to maintain employment, or unmanageable debt. Working closely with expert gambling advisors, we have developed tools to successfully help you manage your gambling.

Our banking colleagues can;

  • Provide confidential, non-judgemental support – they will take their time to encourage you to talk about your challenges either on the phone or in branch.
  • Understand your finances – By working through your income and expenditure, we can see what options may be the most suitable for you.
  • Help you decide what’s best – There are a number of ways we can support you. Once we understand your situation, we will make you aware of any decisions that would impact your credit report.
  • Expert advice – We will ensure that you have the contact details for gambling organisations that can continue to provide ongoing support.

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 from 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

Don't bet your life on it... logo

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.

Don't bet your life on it

Additional support

Money management

We have tips and tools to help you with budgeting, managing your bills or supporting others.

Managing your money

Money worries

If you’re worrying about managing your money – we’re here to help.

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Support and financial wellbeing

We are by your side and have a range of support available for you.

Support and wellbeing

Still need help?

Find out more about our products and services as well as how to get in touch with us in our help centre.

Help centre

Still need help?

Find out more about our products and services as well as how to get in touch with us in our help centre.

Help centre