GamCare Took More Than 130,000 Calls and Online Messages in 2024/25

UK gambling charity GamCare took more than 130,000 calls and online messages through the National Gambling Helpline between April 2024 and March 2025, marking a rise from 80,000 calls, chats and treatment sessions in 2023/24.

GamCare released its 2024/25 Trustee Annual Report, which is the last that will cover a full year of voluntary levy funding from the industry, ahead of the new statutory levy that came into effect in April 2025. GamCare said this brings “unprecedented change in the governance and funding of the sector.”

The new levy was one of the terms from the 2023 Gambling White Paper, requiring all licensed operators to pay a percentage of their gross gambling yield to contribute towards efforts to treat and prevent gambling harm. The rate ranges from 0.1% to 1.1%, dependent on the specific gambling-related activity.

Underlying numbers

GamCare made 7,100 referrals into further treatment services in 2024/25, and helped deliver 8,100 treatment sessions regionally, with an average wait time of just 1.3 days. More than 2,150 professionals have been trained through GamCare’s Women’s Programme, embedding gambling harm awareness into women’s services.

Education and prevention programmes reached 64,000 people in schools, family services, criminal justice settings, women’s services and the Armed Forces. GamCare reported a high approval rating from those who completed treatment, with 96% saying they would recommend the service. Users typically moved from “problem gambling” to “moderate” levels, and from “moderate” to “healthy” on measures of psychological wellbeing.

“A sustained period of uncertainty”

Commenting on the 2024/25 report, Victoria Corbishley, GamCare CEO, said:

“The dedication of colleagues during a sustained period of uncertainty has ensured that GamCare not only maintained stability but emerged better prepared for the future.

“This is my first Annual Report as Chief Executive, and I have been struck by the resilience demonstrated across the organisation during a sustained period of uncertainty. Our teams have maintained service quality whilst adapting to new delivery models – and the outcomes speak for themselves.

“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. GamCare will be here, providing evidence-based, compassionate support that makes a real difference.”

A period of systemic change

Margot Daly, GamCare’s Chair of Trustees, said:

“Throughout this period of systemic change, GamCare has maintained an unwavering focus on those affected by gambling harms. Looking ahead to statutory levy implementation, I am confident that GamCare enters this next phase from a position of strength.

On behalf of the Board, I want to recognise the professionalism and dedication colleagues have shown during this demanding year for the sector.”

Problem gambling rates have risen

GamCare’s services could increase in importance if problem gambling rates continue to rise. Research from the Gambling Commission showed the problem gambling rate in Great Britain rose to 2.7% for 2024. The number was published as part of the Gambling Survey for Great Britain.

What is very telling from the two GSGB surveys that have been published so far is the problem gambling rates have been significantly higher than the data was showing in previous surveys published by the Commission. The Commission previously announced that in the year to December 2022, a total of 0.2% of respondents classed as problem gamblers.

That data was based on the Commission’s quarterly telephone survey, which has since been replaced by the GSGB. In the quarterly telephone survey, problem gamblers were classed as anyone who scored four or more on the PGSI scale, but it was still the most at-risk group.