UK Gamblers Don’t Trust Responsible Gambling Tools, According to UKGC Report
Published on by Becky M.
New qualitative research from the UK Gambling Commission (UKGC) suggests that many UK gamblers view responsible gambling (RG) tools with scepticism, seeing them as hollow gestures rather than genuine safeguards.
Published this week, the Commission’s latest findings highlight how individuals with first-hand experience of gambling harms often mistrust responsible gambling tools offered by operators. Conducted in partnership with research agency NatCen and the Commission’s Lived Experience Advisory Panel (LEAP), the study draws on the testimonies of those who took part in the Gambling Survey for Great Britain and had experienced adverse effects from gambling.
Responsible Gambling Tools – ‘Just a PR Exercise’
Participants repeatedly questioned the sincerity and effectiveness of operator-led support tools. Several described the tools as “a PR exercise,” designed to create the appearance of responsible behaviour while continuing to encourage gambling.
“I don’t trust a lot of these so-called tools,” said one male respondent over the age of 55. “I think indirectly they probably know that the actual participant will carry on doing it or even put some more funds into the gambling.”
This sentiment was not isolated. The study found many gamblers viewed operator tools through the lens of corporate self-interest, perceiving them as inherently conflicted due to operators’ reliance on gambling expenditure.
Barriers to Support and Awareness
Trust wasn’t the only issue. Respondents also reported a lack of awareness of what tools were available, with many unable to name or describe the specific support options provided by gambling companies. When tools were recognised, there was often uncertainty around how to access them or doubts about their effectiveness.
However, not all tools were dismissed. Participants responded more positively to interventions that directly limited gambling behaviour, such as deposit limits or self-exclusion tools, acknowledging their value in reducing harm.
“Building full trust in the support options available will be key to supporting those who have experienced adverse consequences in accessing help,” the report stated.
The Human Cost of Gambling Harm
The lived experiences detailed in the report serve as a stark reminder of gambling’s real-world consequences. Participants described how gambling had strained their finances to the point of sacrificing essentials like food and utilities. Some borrowed money to cover living costs after losses, while others spoke of the social isolation that resulted from financial hardship.
“I haven’t been able to go out anywhere, or I’ve used the money for food [on gambling] where I’ve had to go and borrow money so I could eat,” a female participant shared.
Beyond financial strain, gambling was also cited as a disruptive force in work and education. One respondent revealed they had lost their job due to gambling addiction; another had lost their home.
The research also noted that gambling-related harms could arise at any point in a person’s gambling life, whether during early experiences or many years in.
Not All Bad News
Despite the focus on harm, the study revealed that some participants described positive aspects of gambling. For a few, gambling brought emotional highs such as pride or excitement, especially after a win or a successful prediction. Others cited the social side of gambling, like bingo nights or sports betting with friends, as contributing positively to their well-being.
“When I gamble and I can see that my analysis and calculation are right, I’ll be very proud of myself,” said a male respondent aged 25–34.
Another participant described how regular outings to a bingo hall had become a shared activity spanning three generations of her family.
Recommendations and Future Action
In response to the findings, the Gambling Commission called for more tailored and flexible interventions that consider the financial and emotional dimensions of gambling harm. It also emphasised the importance of including lived experience in policymaking and research.
Senior research and statistics analyst Amandeep Manku said the latest study “broadens our understanding of gambling harms and vulnerability.”
The report’s release comes amid broader regulatory efforts in the UK and Ireland to strengthen the role of lived experience in shaping gambling policy. GambleAware’s Lived Experience Council, launched in 2022, has already begun influencing Britain’s research and treatment landscape. Meanwhile, Ireland’s Gambling Regulatory Authority announced last month it would form a similar panel to help guide the creation of a Social Impact Fund, financed through a levy on gambling operators.