Study finds UK gamblers mistrust operator support tools
A recent study from the UK Gambling Commission has revealed a growing divide between UK gamblers and the betting companies responsible for supporting them. The report, titled , explores the real-world experiences of individuals who suffered serious gambling-related harm over the past year, and one message comes through loud and clear: many don’t believe the help on offer is genuine.
Why trust is missing
Among the report’s most telling insights is the widespread doubt surrounding the “support tools” offered by operators. Rather than seeing features like deposit limits or time-outs as helpful safeguards, several participants viewed them with suspicion.
One user summed it up plainly: “I don’t trust a lot of these so-called tools. I think indirectly they probably know that the actual participant will carry on doing it or even put some more funds into the gambling.”
Others felt similarly, describing these tools as more about image management than real protection. According to the report, awareness of such services ranged from none at all to a more informed understanding of various support tools, but across the board, trust remained low. Many believed the fundamental aims of the industry – profit – stood in direct conflict with genuinely helping people gamble less.
The price of gambling
The personal toll of gambling came up repeatedly in interviews. Financial hardship was the most commonly reported consequence. Some said they had to cut back on basics like food and heating, or even borrow money just to manage.
One woman shared her experience: “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.”
But the damage wasn’t just financial. For many, gambling also strained their relationships and eroded their mental wellbeing. Some described arguments with loved ones, others mentioned depression and a loss of self-worth. A few said they lost their jobs or housing as a direct result of their gambling.
What emerged from the research was a picture of interconnected harm: financial loss triggering emotional distress, which in turn worsened relationships and personal stability.
While most participants focused on the harm caused by gambling, a few acknowledged that it wasn’t always bad. Some said it added a layer of excitement to sports or brought brief moments of joy during a win. Still, these flashes of enjoyment were usually eclipsed by the longer-term consequences.
What needs to happen next
The Gambling Commission’s study emphasises that rebuilding trust in support tools is essential. According to the report, future interventions need to be more personalised and responsive to individual circumstances. In its closing section, the report states:
“Journeys with gambling consequences are complex and influenced by a range of external factors including factors related to individuals, wide social and political factors, and factors related to the gambling industry.”
The research makes clear that tackling gambling harm in the UK will take more than surface-level solutions. It calls for a deeper look at how operators interact with their customers, and a more bespoke approach to individual needs and circumstances.
