GamCare has reported significant changes in how players have accessed gambling harm support year-on-year, as the body prepares for its shift to a statutory levy-funded system in the coming year.
The UK charity’s Annual Review covers the final full year of voluntary levy funding, ahead of the statutory levy on gambling operators which took effect this year. GamCare has run the National Gambling Helpline for the past 25 years.
Comparing performance between 2023-24 and 2024-25, the charity recorded a marked improvement in access to help for problem gamblers. The proportion of Helpline and online contacts answered within 30 seconds rose from 72.7% to 86%, reflecting operational investment and service redesign.
Average waiting times for treatment also fell sharply. In 2024-25, people referred into treatment were contacted within an average of 1.3 days, down from 2.1 days the previous year – a reduction of over a third. The charity says faster access is critical in preventing gambling-related harm from escalating.
While overall contacts across GamCare’s Helpline, digital platforms and online services increased substantially following the expansion of communication channels, referrals into structured support fell slightly year on year. GamCare said the change reflects service redesign, expanded digital support options and revised clinical pathways aligned with national guidance.
“Our teams have maintained service quality while adapting to new delivery models – and the outcomes speak for themselves,” said Victoria Corbishley, who assumed the position of chief executive in February 2025.
GamCare identifies changes in service user profile
The charity also reported changes in the profile of issues presented by service users. In 2024-25, a smaller proportion of people contacting GamCare reported acute financial difficulties (down by 21 percentage points (pp)), anxiety (down by 13pp) or depression (down by 15pp) compared with the previous year.
Treatment delivery volumes reduced modestly year-on-year, alongside a fall in reported completion rates. GamCare said the changes coincided with revised outcome frameworks and alignment with updated NICE guidance on gambling-related harms. Satisfaction levels remained high, with 96% of service users saying they would recommend GamCare’s treatment services.
Education and prevention activity also shifted. Reach among children, young people and professionals reduced following planned programme closures and a move towards more targeted delivery, including work with the criminal justice system, women’s services and the armed forces.
Corbishley added: “We have aligned our services with national clinical guidance on gambling-related harms, strengthened partnerships with NHS services and financial institutions and invested in quality frameworks that will serve us well in the commissioning landscape ahead.”
How the statutory levy impacts GamCare
The introduction of the statutory levy from April 2026 means GamCare will need to navigate new funding routes, accountability requirements and commissioning structures. Historically, GamCare’s services have been funded largely through voluntary contributions from gambling operators, distributed via bodies such as GambleAware, which will halt all activities in March 2026.
The statutory levy, announced in November 2024, supports the government’s plans to raise £100 million ($134 million) for gambling-related harm prevention via a percentage of industry stakeholder profits. All work historically delivered by the charity will transition to the government and new commissioners across England, Scotland and Wales.
Speaking following the publication of the Annual Review, Margot Daly, GamCare’s chair of trustees, said: “Looking ahead to statutory levy implementation, I am confident that GamCare enters this next phase from a position of strength.”
Non-profit GamCare reported fewer gamblers with acute financial difficulties called its hotline in 2024-25.