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Gambling Problems

A financial capability toolkit

Guidance on supporting clients affected by gambling-related harm

2018 Citizens Advice Gambling Problems toolkit/Jan18/v1

Citizens Advice financial capability and consumer rights

This session pack has been produced as part of Citizens Advice Financial Skills for Life resource library

Copyright 2015 Citizens Advice All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux, Charity registration number 279057, VAT number 726020276, Company Limited by Guarantee, Registered number 1436945 England. Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate Street, London, EC1A 4HD.

Although care has been taken to ensure the accuracy, completeness and reliability of the information provided, Citizens Advice assumes no responsibility. The user of the information agrees that the information is subject to change without notice. To the extent permitted by law, Citizens Advice excludes all liability for any claim, loss, demands or damages of any kind whatsoever (whether such claims, loss, demands or damages were foreseeable, known or otherwise) arising out of or in connection with the drafting, accuracy and/or its interpretation, including without limitation, indirect or consequential loss or damage and whether arising in tort (including negligence), contract or otherwise.



Introduction

This toolkit is designed to help adviser provide activities and information to clients that may be at risk or experiencing harm from gambling. Newport Citizens Advice offer free training to frontline staff to identify vulnerable groups, improve identification of gambling-related harm, provide early advice and sign post to relevant support. If you would like training or professional support please contact them at [email protected] or telephone 01633 222622.

Subject information

The toolkit contains all the key information for the topics covered. Any additional information that is given should be taken from an up-to-date and accurate source such as:

The debt and money section of the Citizens Advice website.

The consumer section of the Citizens Advice website

The Money Advice Service website

Other online services as appropriate.

Trainers are encouraged to feedback to the Financial Skills for Life team with any feedback about training materials or resources. If you have any comments, please contact: [email protected]

mailto:[email protected]://www.adviceguide.org.uk/https://www.citizensadvice.org.uk/consumer/https://www.moneyadviceservice.org.uk/enmailto:[email protected]



Contents

Context and Background 6

Toolkit overview 8

Meet the Team 9

1 Are you affected? 11

2 Dealing with Debt 13

3 Gambling and Youth 15

4 Gambling Problem? 17

5 Online Gambling 19

6 Remote Gambling 21

7 Scams and Frauds 23

8 A Self-Help Guide 25

9 Supporting a Problem Gambler 27

10 Self-Exclusion 29

Further information 31



Context and background

The latest figures published by the Gambling Commission estimate that there are around 430,000 problem gamblers in Great Britain with almost 2 million more people being considered at risk based on their gambling behaviour.

The impact of gambling-related harm is varied and wide-reaching. Financial losses, debt, housing problems, relationship breakdown, and decreased mental wellbeing are consistently reported by both gamblers and their families, friends, and co-workers. While action has been taken, and support services provided to help those affected, our research shows that this has not tackled the problem.

How big is the problem?

Gambling in the UK is a 13.8 billion industry. In the last 3 years, the industrys profits have grown by more than 18%. According to the Gambling Commission, nearly two-thirds of adults in Great Britain gambled at some point in 2015. In a more recent survey they found that nearly half (48%) the respondents had gambled in the 4 weeks prior to being questioned. This represented a 4% increase for men and 3% increase for women compared to the previous year. Part of the industrys growth is the result of technological changes - 33% of the gambling in Great Britain is now online. As the industry grows, so does the concern that problem gambling is increasing.

What does this mean?

The majority of people taking part in gambling do so responsibly and without risk. But for hundreds of thousands of people who are defined as problem gamblers, the impact can be devastating, including mental health problems, debt and relationship breakdown. Some of these impacts often go unidentified and also affect other people, such as family members, friends and colleagues.

Concern about gambling-related harm has increased in recent years. In 2016 the Responsible Gambling Strategy Board (RGSB) called for gambling-related harm to be recognised as a public health issue. There are also concerns about the increase in advertising (between 2012 and 2015 there was a 46% increase in the amount of spending on sports betting, bingo and online casino games television adverts), and the damaging effects of Fixed Odds Betting Terminals (FOBTs).



There are, however, positive sides of the industry, such as the enjoyment experienced by most people who gamble. It contributes to the UK economy via tax and employs over 100,000 people in Great Britain. The National Lottery raised 1.5 billion for contributions to good causes in 2016/17, and gambling adverts and sponsorship bring in significant revenue to other sectors.

The gambling industry also contributes millions of pounds a year towards the research, education and treatment of problem gamblers: failure to do so can lead to their licences being removed by the Gambling Commission. There is no statutory or regulatory requirement as to how much gambling firms should contribute. However GambleAware recommend that firms contribute at least 0.1% of their annual gross gambling yield to ensure that enough is raised.

As a generalist and holistic advice service that helps people with all these issues, Citizens Advice is well-placed to spot problem gambling. Newport Citizens Advice already runs the Gambling Support Service, which provides problem gambling identification and intervention. By building on their expertise, we hope to share their best practise with the rest of the Citizens Advice network and the third sector as a whole.

- The above facts are taken from the Citizens Advice research paper Out of Luck published on 22nd January 2018. The full report can be found here.

https://www.citizensadvice.org.uk/about-us/policy/policy-research-topics/consumer-policy-research/consumer-policy-research/out-of-luck-an-exploration-of-the-causes-and-impacts-of-problem-gambling/



Toolkit Overview

This toolkit contains a series of factsheets to help advisers and volunteers provide guidance and information to clients who are suffering from or know someone who is suffering from a gambling problem or related issue.

The objective of these factsheets is to inform and support clients when trying to tackle their own problems, or when trying to get further support from other agencies.

The materials in this toolkit were designed by Newport Citizens Advice.

Toolkit features

Key features are as follows:

Each factsheet is a branded colour PDF. Each factsheet is two pages. Seven of the factsheets have fields on the second page where local offices can

enter their own contact details. These are editable fields that do not require specialist software to use.

There is no prescribed order to the use of the materials. Local offices may use one or use them all, in any order they feel is suitable.



Meet the Team

The Gambling Support Service was established in January 2016 as part of a project funded by GambleAware. During the first 2 years of the project it has supported over 900 people worried about gambling and trained in excess of 1500 professionals in gambling-harm minimisation.

Katie Fry is the Gambling Support Service Project Manager at Newport Citizens Advice. She has been involved in gambling harm minimisation since 2012, acting as an expert adviser in the field of gambling-related harm.

Chris Richards is a Gambling Support Service Project worker at Newport Citizens Advice and been with the project for 2 years. Chriss interest in sport especially football - provides valuable insight into the prevalence of gambling within sport.



Contact details for the Gambling Support Service

Newport Citizens Advice 8 Corn Street Newport NP20 1DJ Tel: 01633 222 622 www.newportcab.org.uk Twitter - @Supportgambling @newportcab Facebook - Newport Citizens Advice Gambling Support Service

Jamie Stonelake is the Project Assistant and has been with Citizens Advice since 2011. Jamie is a self-confessed gaming nerd: her knowledge of all things gaming has provided valuable insight into the field of game-related gambling

Claire Guthrie is a Project Worker and the newest member to the team, joining in September 2017. Claire has a background in counselling and brief intervention which has helped in the development of the brief intervention model of support offered to our clients.



"My problem has always been the ease of access. Your 10 bet can easily spiral into you losing 400 or 500 that day because you continued to chase losses. And I know you can set up an account where you limit your daily deposits. But you can just open another."

- Current male gambler with losses of 40,000

You can choose not to go into a casino, but you cant really choose in 2017 not to have your phone. If youve got your phone then youve got access to email and youre getting adverts and promotions. Youre sitting watching the football on TV with your phone in your hand and the advert comes on. Its so easy to be on that website and register.

- Current female gambler with losses of 10,000

"Theres daily or weekly limitations that you can put onto your online account. So, you can put a limit on there to say no more than 20 a day. But within 24 hours you can remove them. So, its all dependent on the individual. If you havent got any willpower, youre in trouble."

- Previous male gambler

Are You Affected by someone elses gambling behaviour?

Someone you care about gambles far more than they should Youve tried talking to them about their gambling but your words have never brought any change in gambling behaviours. They may have been angry when you broached the subject or they may have denied the existence of a problem likely they made some promise to change but that change never really took, if it came at all. A person with a gambling problem uses defence mechanisms and manipulation to protect their habit and because of this its very hard to convince of a need for change, and although youve probably felt like screaming or begging or raging at them to change their ways, you probably know by now that such emotional techniques rarely get the desired results. But that doesnt mean that your words dont have power to influence and that doesnt mean that you cant help your loved one when they need it most; you just have to be smart and take the time to do it right.

An informal gambling intervention can get the results that begging and pleading very likely cannot.

An intervention, done right, can show how much you care as it also shows how much harm the gambling has done, and since youll give concrete examples of such harms it will be very hard for your loved one to deny the existence of a problem.

Unlike an unstructured chat, you go into the intervention already knowing what you want your loved one to do such as seek professional support and help and youve already decided on the consequences youll impose if he or she wont agree to your demands.

Since youre going to maintain an aura of concern and compassion throughout the intervention, no matter how your loved one tries to turn the tables through negative emotions, youll avoid getting distracted with the fights and battles a gambler picks to avoid spotlighting the gambling itself.

Give it a go

Dont go into it unprepared its better to wait and do it right than to rush in and botch things up. Youll want to read up on problem gambling, talk to the people youll want to participate, make a list of specific examples of the consequences youve observed or experienced and decide on what steps you want your loved one to take and what consequences youll impose if they wont. But as a first step on that road, heres a quick guide to the 4 essential steps to running an effective gambling intervention.

4 Steps to an Effective Gambling Intervention

1. Validation 2. Documentation

3. Recommendation 4. Consequences

Validation During the validation step you set the stage for a loving and caring intervention, because through you may be angry, a witch-hunt style intervention has little chance of success. You do this from a place of love and compassion or not at all. Your loved one is a person with a gambling problem, but there is much more to that person than the negatives of problem gambling. Help your loved one to understand that you see them as more than a person who just creates problems by telling them explicitly how much you care and by listing specific examples of why you care and of their many positive attributes, for example:

Jack, as my brother you have always taken great care of me and I love you very much. You supported me during my education and during the break-up of my marriage and I want you to know that I appreciate all youve done for me over so many years you have been a great big brother to me. I think you are a generous, loving, funny and very intelligent guy and I have always admired you for the way you have had the courage to live your life.

Documentation A person with a gambling problem may try to deny the existence or severity of the problem. Maintaining denial gets tougher, however, after every person involved in the intervention lists specific examples of consequences observed and experienced from the gambling and lies and manipulation that always accompany it.

Every person involved in the intervention will compose a list, documenting specific examples of negative consequences they have observed or experienced directly as a result of the gambling.

Do not write down anything you havent experienced or observed directly. Using anything from a second hand source degrades the power of the message and it can deteriorate into a he-said, she-said situation.

Some examples of the harms you might list are instances like when gambling led to a missed childs birthday party. Be specific and provide the details you can remember about each situation.

After you list an example of a gambling related harm, talk about how the situation made you feel. Your loved one may deny the existence of a problem but he or she cannot deny how their behaviours make you feel and if they care about you, this matters.

Recommendations You havent gone though step one and two just to hear yourself talk; you run an intervention for a reason to get your loved one to take some specific action and so in step three you ask that your loved one take some action against their gambling problem. Some examples of actions you may recommend include:

Taking a problem gambling screen Self-excluding from gambling establishments, websites, etc. Making a plan for supervised money management (losing access to debit and credit cards for example) Working with someone who specialises and gambling problems (Newport Citizens Advice offer free 1-1 advice and counselling 01633

222622) Engage in new interests

Consequences The point of the intervention is to see your loved one take some positive steps away from unhealthy gambling. Youve already researched problem gambling and youve already recommended a sensible course of action. Youve done it all out because you care, and because you care, you need to improve the odds that your loved one will listen to your advice. To improve the odds, during this last step you explain that not following recommendations of step 3 will result in some consequences.

Be very specific about what you will/wont do Do not threaten anything you arent willing to impose Follow through on what you say

People with gambling problems are not alone. There are an estimated 450,000 problem gamblers in the UK and another 3.2 million people deemed at risk.

Useful links Citizens Advice Free, independent and confidential advice and information www.citizensadvice.org.uk GamCare Provides UK national helpline. Call free on 0808 8020 133 www.gamcare.org.uk Samaritans Confidential, emotional support for anyone in crises. www.samaritans.org.uk

References: Arizona Council for Compulsive Gambling: When Someone You Love Gambles Compulsively

Your local Citizens Advice can help you or a loved one who is experiencing gambling related harm.

Contact us to speak to a member of our team

http://www.citizensadvice.org.uk/http://www.gamcare.org.uk/http://www.samaritans.org.uk/

Dealing With Debt A guide for problem gamblers Gambling may feel like the answers to your money worries The people that we support are often anxious about money and debt problems. This info sheet is designed to help you to take the first steps to seeking help and advice to deal with your debts, whilst you are managing a gambling problem. It is not designed to replace the specialist advice you would receive from a debt advice agency or the support and guidance that Newport Citizens Advice can provide. Tackling your gambling

Gambling may seem like the answer to money difficulties but in reality the chances of a big win to pay off accumulated debts or meet regular expenses are small.

Be honest with yourself and share your problems with friends or family. Their support may help you to seek help for your gambling problem and advice about your debts.

Try to stop gambling. Newport Citizens Advice can help you to understand the causes of your gambling behaviour.

Confidential support groups can be helpful. Contact us if you would like more information on support groups in your area.

Contact all your creditors

Let them know about your financial difficulties and that you are seeking help to tackle the problem. Ask them for information, including copies of agreements and terms of repayment. Use this information to

make a list of all your creditors and the amounts you owe. If you ignore your debts, they wont go away. Ignoring them is more likely to make the situation worse and to

make you more anxious. Treat court papers and disconnection notices as urgent and seek specialist advice.

Work out your budget

List all your income, including earnings from employment and benefit or tax credit payments. List all your expenses, including rent and mortgage payments, council tax and fuel and water charges and

include realistic amounts for food, clothing, travel etc. Take a look at your spending. Could you make any savings, such as switching to a different energy provider?

If you ignore your debts, they wont go away Focus on priority debts first Once you have made a list of your debts you will need to deal with some debts first as the consequences of these could be more serious, such as loss of your home, essential services or risk of imprisonment. Priority debts include mortgage or rent repayments, council tax, court fines, income tax and VAT arrears. Seek help from a specialist money adviser at Citizens Advice who can help you to identify priority debts.

Sort out non-priority debts These include overdrafts, unsecured payment loans, credit and store cards and student loans. You cannot be sent to prison for these debts, but if you do not pay them, the creditors may take you to court to secure the money you owe. If you fail to pay after a court order, then the creditors can take further action and try to remove your property. If this happens, seek specialist advice. If you have money to spare after priority debts, you may have several options for dealing with the others, including debt management plans, making offers of regular payments and consolidation. If you have no money after you have done your budget, and you think that your circumstances are unlikely to improve, your options will be limited to considering insolvency measures such as debt relief or bankruptcy. A specialist money adviser from Citizens Advice can take you through all the options. Take heart The path to clearing your debts can take time and you will be faced with all sorts of pressures along the way. There will be times when you may feel desperate to gamble dont! Contact the Gambling Support Service; call the GamCare helpline or log on to the GamCare website to talk to someone about your feelings. Taking steps to understand your gambling will eventually help you stay out of debt in the future. Tackling your debts

If you ignore your debts, they wont go away. You might be making the situation worse and making yourself more anxious.

Dont confuse free specialist advice from Citizens Advice with fee charging debt management services, which you may see advertised in the paper or on television.

How can a specialist money adviser help me?

Citizens Advice can provide confidential advice, information and practical help. They will not make judgement about your situation.

Citizens Advice advisers can assist you by helping to work out how much you owe and to negotiate repayment plans. We may also be able to act on your behalf.


Info sheet content provided by GamCare




Gambling and Youth Help and support for young people

Young people take part in all forms of gambling. The most common types for young people between 11 and 16 are the lottery, scratch cards, slot machines, and making bets or playing cards with friends, with either cash or other items at stake. Around 80% of young people will have gambled at some point in their lives, and almost a quarter gamble every week. Only 2% of young people aged between 12 and 15 develop gambling problems, but for those that do it can lead to a negative impact on their life. Anyone can develop a gambling problem. Young people are more at risk of developing a problem when there is a history of gambling in their family. We also know that the earlier in life people start to gamble, the more likely they are to experience gambling-related problems later on.

Legal Ages The minimum legal age for gambling in the UK is 18 years old. This applies to adult gaming centres, betting shops, bingo halls, casinos, racetracks, and online gambling. The exceptions to this are the National Lottery and scratch cards the legal age is 16. However, some gaming machines, such as coin pushers, teddy grabbers and lower stakes fruit machines dont have a minimum legal age. Any venue that provides gambling activities with a minimum legal age must stick to rules designed to prevent underage gambling. Safer Gambling Gambling starts as a fun activity, but for a minority, somewhere along the way it begins to cause problems.

Never forget that gambling isnt an investment for your money, youre actually buying entertainment Treat it as a fun activity or social event, not as a way to win big Dont gamble because you feel pressured by your friends Understand the odds and costs of the game youre playing Have fun, but give yourself a limit of how long you want to gamble for and how much you want to spend Only gamble with money that you can afford to lose, and dont gamble to try and make money or to pay back debts Keep up with other hobbies, interests and responsibilities, and make time for your friends, family and other people around

you

If something makes you wonder if theres a problem, then the chances are that there is one, even if its just a small problem for the time being.

Think you may have a gambling problem? Some of the warning signs to look out for are:

A significant interest in gambling and gambling-related activities Problems in school, such as a loss of interest or unexplained absences Changes in personality or behaviour Changes in relationships (new friends and acquaintances whilst ignoring old friends) Changes in mood and explosive bouts of anger Displays of anxiety and stress Spending more time and/or money gambling than intended Wanting to stop gambling or betting but thinking its too hard Telling lies about gambling and winnings Having arguments with family or friends Going back to win money or possessions that youve already lost Feeling bad about gambling Regularly missing or being late for school or work Being criticised for gambling or identified by others as someone with a problem Borrowing or stealing money from people to gamble

Asking Someone for Help The first step is always the hardest but were here to help you take it. If you know that your gambling is causing you problems but youre not sure how to talk to someone about it, were here to listen and give advice on how to overcome your problem. When the people in your life know about your gambling and, more importantly, know that you want to do something about it it makes it much easier for your to make changes. It may be that your friends and family already have an idea that you have a gambling problem. They may react with anger, distress, shock, sadness, or they might not seem to quite understand how you feel. They could also be very understanding right from the start. If people offer you help and support, accept it. It also helps if youre clear and specific about what you want, or need, from the person youre asking for help. Talking to a problem gambler Sometimes, family and friends will spot the problem first, because the gambler might be convincing him or herself that everything is fine when really it isnt. Let the gambler know the reason youre concerned is that you care about them. Its also helpful to use positive communication rather than being confrontational or critical. You could try talking about how youre feeling by using I messages to lessen defences and keep lines of communication open. Below are some examples, but its important to be genuine and talk to the gambler in a natural way.

Youre my friend and Im upset because I see you doing things that are really risky

I can see youre not happy at the moment and it upsets me. I want to help

I love you and I dont want you to hurt yourself. Talk to me about whats going on Once youve started the conversation, listen carefully to their response. Dont jump in or cut them off mid-sentence, as this might drive them back into their shell or make them turn defensive. Being calm and caring is really important, but dont allow them to make excuses for their gambling and certainly dont help them out with money, as this could make the problem much worse.

People with gambling problems are not alone. There are an estimated 450,000 problem gamblers in the UK and another 3.2 million people deemed at risk.


References: GamCare www.gamcare.org.uk BigDeal www.bigdeal.org.uk




Gambling Problem? Find help and support

Do you recognise any of the following?

Uncontrolled spending Significant time spent gambling Concealing or lying about gambling behaviour Gambling impacting on your relationships with family and friends Withdrawal from family activities Spending excessive amounts of time on a computer No apparent interests or leisure pursuits Absence from school, college, university or work

Why do I gamble? Many people find themselves unable to explain why they continue to gamble despite the problems it causes in their day-to-day-lives. The most obvious answer would be for the money, but is this true? When you win, do you gamble away your winnings? Do you continue to gamble until you have little or no money left? In our experience, even though winning money may have attracted you at first, most people who have a gambling problem are using gambling as an opportunity to escape from other issues or pressures in their lives problems at home or at work, boredom, loneliness or anxiety. Understanding what role gambling is playing in your life can be an important first step in beating the problem. How do I stop gambling? There is unlikely to be a single answer that will enable you to stop gambling. Gambling problems are complex and it can take time and effort to overcome them. Remember:

You may need to use a combination of strategies to help you stop You are more likely to succeed with support from others Nearly everyone has relapses youll need to be prepared to learn from these and try again

What can I do with my gambling? The Gambling Support Service at Newport Citizens Advice provides a free, safe, confidential space for you to talk about your situation, explore the causes of your gambling behaviour and the effects it has on your life. Other actions which could help you include:

Scheduling other activities at the times youre most likely to gamble Making it harder to access your money. Ask someone you trust to handle your money for period of time Self-exclusion, which is banning yourself from gambling venues or online accounts If you feel strong enough, consider writing your feelings down in a diary. If you are not gambling, note how

you are feeling and how you have coped. If you have gambled, think about the events that led up to this and record your feelings before, during and after.

You can contact us or the National Gambling Helpline provided by GamCare, for emotional support or join a support group such as Gamblers Anonymous we can give me more information on support groups to see if you think they will be right for you.

Take steps

Try to stop all gambling while you are breaking the habit Look for patters in your behaviour. Do you gamble, or need to gamble when you feel bored,

stressed or under pressure? Mark each day you do not gamble on a calendar to give you a visual marker of your progress. If you

gamble, check how many days you had managed to stay clear of gambling. Set a target to beat that number.

Take care

Take one day at a time and it will be easier to break your gambling habit Be prepared for withdrawal symptoms. You may feel depressed, irritable, shaky or have palpitations There will be times when you may feel desperate to gamble dont! Talk to someone, contact us or

call the National Gambling Helpline to talk about your feelings. Develop your range of interests especially with other people. Try to do things with friends and family

who do not gamble. Try replacing gambling with activities and interests that meet similar needs, perhaps a sport with a

strong element of competition or calculated risks. Take Heart

Be positive. Ensure that any changes you make are manageable and realistic with each goal you achieve, your confidence and self-esteem will grow. You will also have an incentive to reach your next goal. If you have been gambling for many years, dont expect your life to improve immediately. It will take a lot of hard work and motivation from you to change.

If you have a slip, do not punish yourself. Instead, reflect on the day and think about what you have learnt from it. Congratulate yourself for the time you were not gambling.

Be optimistic you CAN overcome a gambling dependency.

You are not alone. There are an estimated 450,000 problem gamblers in the UK and another 3.2 million people deemed at risk.






Online Gambling A guide to finding support and either limiting or preventing access to online gambling Is online gambling getting in the way of the life you want to live? Remote gambling refers to any form of gambling accessed either through the internet, using a mobile telephone or wireless handset or through interactive television. While any form of gambling comes with a risk, easy access to gambling remotely may cause additional difficulties. Callers to the National Gambling Helpline, operated by GamCare, who have a problem with online or remote gambling often reflect on the following:

Loss of a sense of reality regarding time and money spent gambling The speed at which they have lost money and the ability to chase losses immediately Difficulty in avoiding access and exposure to remote gambling opportunities That they didnt fully understand how gambling remotely worked or was overwhelmed by the speed.

The problem for me was that I started so well. I was winning to start with and thought I was a pro. Then I started to lose and got scared I was chasing my losses I really enjoyed it in the early days, always secretly believing that I could make money out of it on a long term basis. I am currently in debt and have to stop before it gets further out of control

Anonymous internet gambler Self-exclusion 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 usually between six months and five years. If you have difficulty staying away from a particular site, try self-excluding while you seek additional help. Self-exclusion on its own might not be enough, but it can support you in your recovery. If you wish to close your account with one or more operators and do not want to have the opportunity to re-open it, contact these companies directly and ask to exclude yourself. Be clear that you have a gambling problem and do not wish to carry on. You should not need to renew the exclusion if it expires, but it is best to check. If you dont want to visit the website again, visit the Remote Gambling Association (RGA) website at www.rga.eu.com for a list of RGA members and their contact details for self-exclusion. Asking to be excluded can be daunting. If you want support and guidance to help you through the process you can speak to a member of the Gambling Support Service.

How can I stop remote gambling?

There are a few strategies you can consider to help make accessing remote gambling more difficult, but keep in mind that physical barriers may only be part of the solution. It may be necessary to explore the reasons behind why your gambling became a problem in the first place.

Blocking Software Blocking software is a computer programme that limits access to web sites or other services available over the internet. Specific gambling blocking software is designed to block access to gambling websites. Whilst Newport Citizens Advice cannot endorse any particular products, GamCare provide GamBlock and BetFilter as examples. Have a look on the market to see what suits you best. Software is unlikely to be completely free, but consider how much you will save by not having access to gambling online. Protecting Minors It is important that parents and guardians take steps to limit the likelihood that children will be able to access opportunities to gamble remotely. Not only is underage gambling illegal, but children are particularly at risk of developing a problem when they gamble. Things you can do:

Utilise parental controls on your home computer to restrict childrens access to gambling-related websites Consider installing content filtering software such as NetNanny (www.netnanny.com) If you have a gambling account, be sure to protect your passwords and do not leave the computer

unattended whilst you are logged in Do not leave your credit and debit cards or pin numbers where a child may find them

If you are concerned your child may be gambling remotely, we recommend that you try and talking with them calmly and sensitively and that you try to understand their reasons for wanting to gamble. Keep in mind the child may not be ready to talk or may be in denial of the problem. Contact us if you would like support or advice in dealing with a childs gambling problem. Things you can do:

Consider downloading software that will block or manage your access to gambling sites Move your computer into a communal area in the home where you are in view of others Ask your mobile phone provider to limit or block access to gambling services Consider self-exclusion from the sites you use






Remote Gambling A guide to help and preventing access Is remote gambling getting in the way of the life you want to live? Remote gambling refers to any form of gambling accessed either through the internet, using a mobile telephone or wireless handset or through interactive television. Whilst still new compared to traditional ways of accessing gambling, we know that remote gambling has just as much potential to cause problems and that the 24/7 nature of its availability may cause further difficulty. People who we support, who are often suffering through a remote gambling problem, often reflect on the following:

Loss of a sense of reality regarding time and money spent gambling The speed at which they have lost money and the ability to chase losses immediately Difficulty in avoiding access and exposure to remote gambling opportunities That they didnt fully understand how gambling remotely worked or were overwhelmed by the speed.

Case Study The problem for me was that I started so well. I was winning to start with and thought I was a pro. Then I started to lose and got scared I was chasing my losses I really enjoyed it in the early days, always secretly believing that I could make money out of it on a long term basis. I am currently in debt and have to stop before it gets further out of control

Anonymous internet gambler Self-exclusion Self-exclusion is a way of stopping access to specific gambling services and is offered by an increasing number of both remote and traditional gambling companies. If you wish to close your remote gambling account and do not want to have the opportunity to re-open it, you should contact the company either by email or telephone (which may get a quicker response) and ask to exclude yourself. Be clear that you have a gambling problem and do not wish to carry on gambling. Self-exclusion is typically for a minimum period of six months, but request longer if you wish. You should not need to renew the exclusion when it expires, but be sure to check.

A Gambling Commission report in 2016 found that 9% of 11-15 year olds have played gambling style games online

Case Study After a good conversation with an adviser I have come away feeling positive, motivated and ready to stop gambling! I have been saying I need to do it for months, but never acted on it. I know it wont be easy, but this time I really feel I have the support I need

Anonymous GamCare NetLine caller

Protecting Minors It is important that parents and guardians take steps to limit the likelihood that children will be able to access opportunities to gamble remotely. Not only is underage gambling illegal, but children are particularly at risk of developing a problem when they gamble. Things you can do:

Utilise parental controls on your home computer to restrict childrens access to gambling-related websites Consider installing content filtering software such as NetNanny (www.netnanny.com) If you have a gambling account, be sure to protect your passwords and do not leave the computer unattended

whilst you are logged in Do not leave your credit and debit cards or pin numbers where a child may find them

If you are concerned your child may be gambling remotely, we recommend that you try and talking with them calmly and sensitively and that you try to understand their reasons for wanting to gamble. Keep in mind the child may not be ready to talk or may be in denial of the problem. Contact us if you would like support or advice in dealing with a childs gambling problem. How can I stop remote gambling? There are a few strategies you can consider to help make accessing remote gambling more difficult, but keep in mind that physical barriers may only be part of the solution. It may be necessary to explore the reasons behind why your gambling became a problem in the first place. Things you can do:

Consider downloading software that will block or manage access to gambling sites such as GamBlock www.gamblock.com

Move your computer into a communal area in the home where you are in view of others

Ask your mobile phone or interactive TV provider to limit or block access to gambling services

Consider self-exclusion

The Gambling Support Service can also support anyone who is experiencing

remote gaming problems.

Although you may think gaming and gambling are not linked, time and money

spent on gaming can have similar negative effects on someone




http://www.gamblock.com/

Scams & Frauds To be aware of if you gamble

Unfortunately criminals pretending to be legitimate gambling businesses may try to steal your identity or take your money. Be aware of the potential for scams and frauds and check the business you are gambling with is licensed. Claims that you have won a prize in a lottery you did not enter Do not send any money or personal details to anyone who says that you have won a prize or anything else in a lottery or sweepstake that you have not entered. Such claims may well be fraudulent. You may be asked to pay a fee before the prize money is released: never respond to requests for advance payment. If you have parted with money you may wish to contact your bank and the police immediately. Some fraudsters set out to steal identities. Do not release personal information such as your passport number, home address, telephone number or banking details to unknown organisations. Such emails may seem professional at first glance, but look closely and you may find that text is inconsistent, there are spelling errors and the contacts page will contain mobile phone numbers. If you encounter a lottery or sweepstake scam you can report the scam to Action Fraud. However, the majority of these types of fraud operate from outside the United Kingdom and therefore police powers are very limited. You can read more about lottery scams on the Action Fraud website. Binary options Binary options are a form of bet where you try to predict the outcome of events in financial markets. For example, whether a company's share price will rise or fall over a defined period (sometimes as short as 60 seconds). The use of the word 'binary' refers to the fact that there can only be two outcomes to the bet. If you predict correctly, you win the bet; if not, you lose. We are aware of scams masquerading as binary options trading. If you are thinking of betting on binary options, you should follow this advice:

Check you are dealing with a licensed operator: Binary options operators based in Great Britain currently need to be licensed by the Gambling Commission and must display this on their websites.

If you have any doubts about whether an operator is licensed, do not use them: An unlicensed operator is likely to be acting illegally. They

will not abide by any code of conduct and have no incentive to deal fairly with you. Unlicensed operators are likely to use false names, addresses and contact numbers they can disappear with your money and without a trace, making recovery impossible.

If something looks too good to be true it more than likely is.

Online scratchcards If you play online scratchcards, please be aware of a money-making scheme that could result in them promoting an illegal lottery. We have been alerted to plans for a system which involved customers paying a monthly fee in return for digital scratchcards. Customers are also told they will receive more scratchcards in return for encouraging others to take part - but by doing this the player may commit the offence of promoting an illegal lottery. Anyone wanting to promote a lottery in Britain must either have a gambling licence from us or be registered with their local licensing authority. You can check if an organisation has a gambling licence by using the Gambling Commission licence register. If ticket sales are less than 20,000 for a single lottery, or 250,000 from aggregated lotteries, in a calendar year, then the organiser should be registered with their local licensing authority. You can ask the lottery organiser which local licensing authority they are registered with. Newport Citizens Advice can help you or a loved one who is experiencing problems with gambling. Call us on 01633 222622 to speak to a member of our team or text us on 07763 911 804. Infosheet content provided by the Gambling Commission: http://www.gamblingcommission.gov.uk

http://www.gamblingcommission.gov.uk/

How to spot a scam Scams are schemes to con you out of your money. They can arrive by post, phone call, text message or email or a scammer may turn up at your home. It could be a scam if:

The call, letter, email or text has come out of the blue Youve never heard of the lottery or competition they are talking about and didnt buy a ticket You are asked to send money in advance You are told you have to respond quickly so dont get time to think about it or talk to family and friends before you decide You are told to keep it a secret

Who is affected by scams? Scams can affect many different types of people. Its often thought that older people are the most likely to fall for scams, but while this does happen, other age groups can be just as likely to be taken in. If youre aged between 35 and 45, you can be caught out by too-good-to-be-true offers and get-rich-quick schemes, especially if youve suffered a difficult situation such as a job loss. For example, there are training scams which affect people who are hoping to improve their employment chances but which will defraud you of all your money instead.

Online scams are schemes to con you out of your money using your computer and the internet, either

through fake websites or emails. Although there are many ways scammers can get into your computer to steal your money and identity, there are ways you can protect yourself.

What you can do to protect yourself online To protect your identity and cash from online scammers:

Only allow someone to remotely access your computer if they are from a trusted source, such as your internet service provider

Create passwords which are long, unique and use a mix of random numbers and lower and upper case letters. The longer the password the harder it is to guess. A ten digit password is better than an eight digit one. Make sure you change passwords regularly and don't share them

Use antivirus software and keep it up to date. This will check for malicious computer programmes and monitor files before they are opened. Up-to-date software is important to protect against the most recent viruses. If you buy software online make sure it is from a genuine supplier

Understand what software you are installing on your computer or phone and make sure you are using a secure site when you buy software, tablet or smart phone. A secure site will have a web address beginning with https not http

Make sure you leave your firewall is switched on. A firewall is a security shield that stops scammers getting into your computer. Operating systems such as Windows come with built in firewall settings. They can monitor and warn you of unexpected access to your computer

Make sure you regularly install updates to your operating system. Windows is an example of an operating system

Install the latest version of your web browser, for example Internet Explorer, which will have the latest security features

Dont open suspicious or unknown emails, email attachments, texts or pop up messages. For example an email with an unusually worded subject heading

No genuine online company will contact you to ask for your log-in details, such as your password or user id. You should only need to provide this information when you are logging onto a service such as online banking

Before entering payment card details on a website, make sure the link is secure If you receive a possible scam email

Dont reply to the email Dont click on any links in the email or open any attachments If you have already clicked on a link and opened a website, dont give any personal information out

More useful information There is an excellent online training session at www.friendsagainstscams.org.uk Citizens Advice info on scams: www.citizensadvice.org.uk/consumer/scams/scams/ Action Fraud: www.actionfraud.police.uk Get safe online: www.getsafeonline.org Google good to know with tips about online safety: www.google.co.uk/goodtoknow

http://www.friendsagainstscams.org.uk/http://www.citizensadvice.org.uk/consumer/scams/scams/http://www.actionfraud.police.uk/http://www.getsafeonline.org/http://www.google.co.uk/goodtoknow

A Self Help Guide to reduce harm from gambling

If gambling is impacting on your life there are things that you can do to help. There are different resources that you can use. We have put together this brief guide as a way to help you regain control and make some steps to change your life .

Set some goals: Set yourself some short term and long term goals to help you focus and look at what you are ready to do whether this is cutting back or stopping gambling

Avoid High Risk Situations Make it harder to access money, avoid carrying large amounts of cash, using credit cards, taking loans out. Look at how you socialise avoid venues where gambling takes place, look at who you socialise with. Avoid using substances that impair your judgement such as drugs and alcohol Talking Talk to someone you trust and wont judge you. It can help to reduce the stress and anxiety that you may be going through and can often be the first step to making changes. People that have support from family and friends are more likely to succeed. It may help them to understand your problem and begin the process of making amends for any negative impact your behaviour may have caused them Ask for help There are a number of free self- help resources. Many people benefit from professional support which is freely available in the UK. You may wish to consider the following resources

Phone Online Peer support Face to face

Family and Friends Young people Financial/Debt Advice Self- exclusion

Coming Clean Problem gambling is often hidden and people often lie to those around them to cover up their behaviour. It can be a hard habit to break and even harder to explain to family and friends. Lying to your support network can hinder them being able to support and help you. Talking this through can help you plan a way to deal with this. Shame and guilt are common feelings and the strain of carrying these could increase the urge to gamble. Acknowledge these feelings a talk them through with your support network.

Alternatives to gambling Filling the gap. Gambling takes up a lot of time not just the hours spent gambling but also the time spent thinking and worrying about gambling. Try to find healthy alternative things to do. Think of alternatives such as new hobbies and recreational activities. There are many things that you could try;

Catch up with friends and family Take up a new hobby or revisit neglected ones Set yourself some goals Treat yourself Consider a new job or volunteering Get out in the garden or re-vamp your home Plan ahead

Relapse prevention This can happen. Prepare; remind yourself what worked before. Look for triggers, warning signs and use them to learn from. Be kind to yourself, difficult times happen and you may be able to predict these. People are more likely to struggle when other challenges are happening in your life. Become your own expert look the problem and brainstorm all the things that you could do. Recognise the problem

Brainstorm all the ways you could deal with it, even the ones that seem silly Decide on a solution and try it If it doesnt work, try a different solution

People with gambling problems are not alone. Support is available.





Supporting a Problem Gambler A guide for family and friends We all want to help people we care about when they are in difficulty The people that we support often ask a number of questions. This info sheet is designed to help you manage your feelings and cope with the issues associated with gambling. It is not designed to replace the support and guidance that Newport Citizens Advice can provide. What do I say to someone whose gambling is causing a problem? Problem gambling is not an easy issue to raise. What a problem gambler needs to understand is how their actions are affecting you. It may too be an opportunity to demonstrate the support you are able to offer in overcoming the problem. It is best not to make assumptions. Try to discuss only what you have seen. Encourage the person to see the consequences of their behaviours and its effect on you. Take time to think about what you want to say. It might help to write your feelings down. Why do they gamble? Many people find themselves unable to explain why someone close to them continues to gamble despite the problems it causes them and those around them. The most obvious answer is for the money, but is this really true? Money may attract someone to gambling in the first instance, but most problem gamblers use gambling as an opportunity to escape from other problems or pressures in their lives problems at home or work, boredom, loneliness or anxiety. Gambling may cause the outside world and its problems to simply fade-away. The need to experience this sense of escape may increase as the stress of gambling in an uncontrolled way increases. Some problem gamblers say that the thrill or buzz becomes addictive and they want to experience that feeling again and again.

Ask the person if gambling and its consequences are getting in the way of living the life they want to live.

What can I do to help them?

Look after yourself. Take the time out to get support for you. This might be family or friends, talking to the Gambling Support Service or finding help online through GamCare. Occasionally, someone with a gambling problem will ask someone close to swear to secrecy. Secrecy does not allow you to get support and it can help someone avoid responsibility for his or her actions, allowing the gambling to continue unchallenged. If you feel you cant talk to people close to you, seek support. Limit the financial impact that gambling has on you. If you can, separate your bank accounts and protect your own money.

What can I do to help them? (continued)

Pace yourself. We all want to help the people we care about when they are in difficulty. But remember, the motivation and willingness to change behaviour comes at different times. You may be ready now, but the person who you are trying to help may not be ready. It wont help to rush them or try to push them to change. Wait in the wings until they are ready and then offer to help them choose.

Ultimatums Try and steer clear of ultimatums. Ultimatums are rarely effective and they can increase the sense of guilt and shame a person feels about their behaviour. This may encourage greater secrecy and rarely prepares someone for change. Encourage them and work with them to establish firm boundaries. Think carefully before doing anything that enables the gambler to continue to gamble. Lending money or lying about their gambling helps problem gamblers avoid the consequences of their actions. They should take responsibility for their own behaviour.

Gambling, and the loss of trust it often brings, can put an enormous strain on a relationship

Dont do everything The first steps to seeking help can be daunting and require a steady state of mind. But they are also often the simplest and easiest. If you step in and take these steps for a gambler, it may be denying the person a chance to express their readiness to act in a way that gives them a sense of achievement. Remember, they need to be motivated to chance Im worried about them as they seem depressed what should I do? Try to talk to them to ask how they feel, encourage them to contact us for support or look for help online at www.gamcare.org.uk. If you believe they may be thinking about harming themselves, they should seek professional help as soon as possible. Suggest they discuss their feelings with their GP or a member of our team.

Signs of a problem gambler

Uncontrolled spending Significant amounts of time spent

gambling Concealing or lying about gambling

behaviour Gambling impacting on relationships

with family and friends Withdrawal from family activities Spending excessive amounts of time on

a computer No apparent interests or leisure pursuits Absence from school, college or work.




Self-Exclusion A guide to self-exclusion by Opt-In to Self-Exclude Take Control If you think you are spending too much time or money gambling then asking a gambling provider to exclude you from gambling with them for a while can be a useful way to help you manage your gambling. This process is called self-exclusion and it lasts a minimum of six months. It is mainly used by people who think they have a problem with gambling and want help to stop. All licensed gambling venues and on-line gambling businesses operate a self-exclusion scheme. It is now possible to self-exclude from more than one place at the same time, making the process of self-exclusion much easier. Arcades, betting shops, bingo venues and casinos all run multi-operator self-exclusion schemes. You can self-exclude from participating venues by opting-in to each of these schemes. You are strongly encouraged to exclude from more than one type of gambling and to join as many of these schemes as possible. The problem for me was that I started so well. I was winning to start with and thought I was a pro. Then I started to lose and got scared I was chasing my losses I really enjoyed it in the early days, always secretly believing that I could make money out of it on a long term basis. I am currently in debt and have to stop before it gets further out of control Anonymous internet gambler Key Features of the Multi-Operator Self-Exclusion Schemes

You will be excluded for a minimum six month period (12 months for betting shops). You will have to supply proof of identity including a photo. You will be removed from all marketing databases and you will not be contacted during the period of your self-

exclusion. You cannot leave the scheme before the exclusion period has expired. If you leave the scheme once the self-exclusion period has expired you will not be automatically added to any

marketing databases. By joining self-exclusion schemes you are agreeing that:

The information you provide to join a scheme will only be shared with operators within the specific scheme. You will stay away from the venues from which you have self-excluded.

It is up to you to keep to your self-exclusion agreement but the company and the staff will do all they reasonably can to help you. If you visit a venue from which you have self-excluded you will be asked to leave and the other venues in the scheme will be informed.

How the Schemes Work Bingo and Casino companies operate their own national self-exclusion schemes whereby with one application you can self-exclude from all members of the scheme nationally. Bingo www.bingo-association.co.uk and then clink into Self-Exclusion. Casinos www.playingsafe.org.uk/sense-information Arcades and Betting Shops operate their own local area schemes in which you nominate the arcades or betting shops you wish to self-exclude from. These are usually identified by you as those that are close to your home, your work or other activities. Arcades www.bacta.org.uk / 0207 730 6444 Betting Shops www.self-exclusion.co.uk / 0800 294 2060 If you have any queries or concerns about the self-exclusion schemes please contact them directly. The following organisations are responsible for their self-exclusion schemes, their email addresses are below: Arcades [email protected] Betting Shops [email protected] Bingo [email protected] Casinos [email protected] If you gamble online and would like to self-exclude from an online (remote) gambling company then you will need to contact each of the companies with which you hold an account. The Remote Gambling Association provides a list of contact details for the gambling companies in their membership where you can access self-exclusion information https://www.rga.eu.com/responsible-gambling/self-exclusion. Mark each day you do not gamble on a calendar to give you a visual marker of your progress. If you gamble, check how many days you had managed to stay clear of gambling. Set a target to beat that number.

The national online self-exclusion scheme,

GAMSTOP, is currently in development, further information is available on

www.gamstop.co.uk.

Citizens Advice Free, independent and confidential advice and information www.citizensadvice.org.uk / 0344 477 2020 (Wales) / 0344 411 1444 (England) GamCare Provides UK national free helpline 8am to Midnight www.gamcare.org.uk / 0808 8020 133 Samaritans Confidential, 24/7, emotional support for anyone in crises www.samaritans.org.uk / 116 123 Gambling Commission They licence and regulate gambling in Great Britain www.gamblingcommission..gov.uk Gambleaware Charity to help minimise gambling related harm www.begambleaware.org



http://www.bingo-association.co.uk/http://www.playingsafe.org.uk/sense-informationhttp://www.bacta.org.uk/http://www.self-exclusion.co.uk/mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.rga.eu.com/responsible-gambling/self-exclusionhttp://www.gamstop.co.uk/http://www.citizensadvice.org.uk/http://www.gamcare.org.uk/http://www.samaritans.org.uk/http://www.gamblingcommission..gov.uk/http://www.begambleaware.org/



Further Information

Further resources and information can be found at:

The Citizens Advice website, providing free, independent and confidential advice and information.

GamCare is the leading national provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. They provide the UK national helpline (available 8am - midnight, seven days a week) which is 0808 8020 133. Their website can be found at www.gamcare.org.uk.

The Samaritans offer free confidential, emotional support for anyone in crises. You dont have to give your real name or any personal information if you dont want to, and the quickest way to contact them is by phoning them on 116 123: this number is free to call. Their website contains other information on the service and is here.

Action Fraud is the UK's national fraud and cybercrime reporting centre. They provide a central point of contact for information about fraud and cybercrime. They can be contacted online here, or over the phone on 0300 123 2040.

www.videogameaddiction.co.uk is part of the ADT Healthcare Group, which provides treatment options for all types of addiction and self-destructive behaviours. They can be contacted on 08000 88 66 86.

Addaction helps people change their behaviour to a variety of addictions. They can be found at https://www.addaction.org.uk/

Remember - GambleAware is a commissioning and grant-making body, not a provider of services.

Signposts and support

https://www.citizensadvice.org.uk/http://www.gamcare.org.uk/http://www.samaritans.org.uk/https://www.actionfraud.police.uk/http://www.videogameaddiction.co.uk/https://www.addaction.org.uk/



Who this pack is for Main user groups: Advisers and support workers working with clients across England and Wales who are supporting those affected by gambling problems and related issues.

Acknowledgments Thanks to Katie Fry and Chris Richards at Newport Citizens Advice.

Updates Although every care has been taken to ensure that this pack is accurate at the time of delivery, many of the areas contained within will evolve and change over time. This means that there may be short periods where the information in this toolkit will require updating. All the Citizens Advice financial capability toolkits will be subject to regular reviews to ensure that these occasions are kept to a bare minimum.

Feedback Wed be happy to get your feedback on this toolkit, and in fact on any of the financial capability resources. You can email us at [email protected]

Copyright Copyright 2018 Citizens Advice. All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice.

Company information Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux, Charity registration number 279057, VAT number 726020276, Company Limited by Guarantee, Registered number 1436945 England. Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate Street, London, EC1A 4HD.

mailto:[email protected]

- The above facts are taken from the Citizens Advice research paper Out of Luck published on 22nd January 2018. The full report can be found here.Toolkit OverviewWho this pack is forMain user groups: Advisers and support workers working with clients across England and Wales who are supporting those affected by gambling problems and related issues.AcknowledgmentsUpdatesFeedbackCopyrightCompany information

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