Gambling support

Issues with gambling can affect anyone and can quickly become out of control. We’re here to offer you help and support.

Gambling can affect your health, relationships and mental wellbeing. If you have any concerns that gambling is taking control of your life, we have a range of tools to help you. The sooner you get support, the better it will be for you and your finances.

How we can support you

You can see a breakdown of where your money goes every month by using our spending insights tool. This will show you 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.

If you want to remove this freeze, bear in mind that it 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

You can 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 about gambling but we can offer confidential support and a range of tools that might make things easier for you.

  • 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 – this will give you confidence to know that you have funds set aside to cover your priority bills.
  • Stop limit increases – we can stop automatic limit increases on your credit card account to limit access to additional funds.
  • Representative access – if you prefer, you can nominate someone you trust to manage your finances.

If you think you need some help, visit us in branch or call us on 0345 300 0000. We will go through all of the options to help you. Lines are open 8am – 8pm, seven 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 in our Mobile Banking app and website.

Frequently asked questions

  • Each time you use your debit or credit card, the type of transaction is 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 retailer doesn’t define the transaction as a gambling related payment, or the retailer hasn’t requested a pre-authorisation with us first, we may not be able to stop it, even if you believe it to be gambling related.

    Payments made into your account like winnings or refunds will not be affected by a gambling freeze.

    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.

  • You can 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've helped our customers

Talking about gambling is not always straightforward. When Peter, one of our trained advisors, noticed that one of our customers was spending most of their wages on gambling websites, he took the time to encourage the customer to talk about it.

The customer found it a great relief to talk with someone who was offering support, rather than judgement. As a result, the customer chose to change their debit card to a cash card, which removed the option of gambling online.

Peter also passed on details for GambleAware, sharing the number for the confidential helpline and enabling the customer to contact them from the privacy of the branch.

The customer can now see a positive way forward, and is grateful for the practical and discreet way the issue was dealt with. 

Expert advice

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 give you tips and advice to make sure that you gamble safely.

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 recovery journey.

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

Additional support

Money management

Tips and tools to help you manage your bills, budget, save and feel better about your finances.

Managing your money

Money worries

Support if you are struggling with your finances, or worried about your bills.

Money worries

Support and financial wellbeing

We can help as you navigate life events, changes to your health or financial challenges.

Support and wellbeing

We may monitor or record telephone calls to check out your instructions correctly and to help us improve the quality of our service. Calls from abroad are charged according to the telephone service provider’s published tariff. Not all Telephone Banking services are available 24 hours a day, 7 days a week. Please speak to an adviser for more information.