A New Chapter in Gambling Harm Support: Wales Launches a Dedicated Helpline

In a move widely welcomed across the safer gambling and public health sectors, Wales is preparing to launch its own national support line for people affected by gambling harm. The Wales Gambling Helpline, scheduled to begin operations on 1 April 2026, marks an important milestone in how support services are structured and delivered across the United Kingdom. 

The initiative has already received backing from key organisations working in gambling harm prevention, including GamCare, one of the UK’s leading providers of information, advice and treatment services for individuals experiencing gambling-related difficulties. 

GamCare’s CEO, Victoria Corbishley, has expressed support for the development while also emphasising the importance of coordination between existing and new services to ensure that those seeking help are not confused during moments of distress. 

The introduction of the new helpline signals both a strengthening of public health infrastructure in Wales and a shift towards services funded through the UK’s statutory gambling levy—a policy designed to ensure that gambling operators contribute directly to harm prevention and treatment programmes. 

What the Wales Gambling Helpline Will Offer 

The upcoming service will be operated by Betsi Cadwaladr University Health Board, the largest NHS organisation in Wales. Funding for the project has been secured through money raised via the UK’s statutory levy on gambling harm, with the Welsh government allocating £1.3 million to support the helpline’s development and initial operations. 

The service aims to provide a comprehensive range of assistance for individuals experiencing gambling-related difficulties. 

Among the key services planned are: 

• Confidential information and advice for individuals concerned about their gambling habits 

• Support for family members and loved ones affected by someone else’s gambling 

• Referrals to specialised treatment programmes where appropriate 

• Access to remote treatment services via an online support platform 

• Early intervention and prevention guidance for people showing early signs of harm 

The digital platform accompanying the helpline is expected to play an especially important role, allowing individuals to access help remotely and discreetly, which can be crucial for those hesitant to seek support in person. 

This approach aligns with broader trends in mental health services across the UK, where digital access is increasingly recognised as a key pathway to reaching vulnerable individuals earlier. 

GamCare Welcomes the Initiative 

While GamCare has long operated the National Gambling Helpline, which serves individuals across Great Britain, the organisation has welcomed Wales’ decision to establish a dedicated service within its own NHS infrastructure. 

GamCare CEO Victoria Corbishley acknowledged the significance of the initiative while emphasising the need for collaboration between organisations. 

According to Corbishley, the primary focus must remain on ensuring that individuals affected by gambling harm receive clear, accessible and effective support, regardless of which service they contact first. 

She stated that GamCare looks forward to working closely with the new Welsh helpline as the transition takes place. Importantly, the organization also intends to engage with policymakers and casino game providers to ensure that the coexistence of different helplines does not inadvertently create barriers for those seeking help. 

Corbishley stressed that during moments of vulnerability, people must be able to find support quickly and without confusion. 

Her comments underline a broader principle within the gambling harm support sector: when individuals reach out for help, the system must respond with clarity, compassion, and simplicity. 

Why Coordination Between Services Matters 

One of the key concerns raised by support organisations relates to the potential for overlapping services across England and Wales. 

At present, individuals affected by gambling harm can access help through a variety of channels, including: 

• The National Gambling Helpline operated by GamCare 

• NHS gambling clinics 

• Specialist charities and counselling organisations 

• Local authority-funded treatment programmes 

The introduction of a dedicated Welsh helpline adds another layer to this support network. 

While additional resources are generally seen as positive, experts stress that clear communication and referral pathways are essential to ensure that people do not become confused about where to seek assistance. 

For individuals in distress, even small barriers—such as uncertainty about which number to call—can delay access to help. 

This is why GamCare has indicated it will be writing to Sarah Murphy, the Welsh Minister for Mental Health and Wellbeing, to discuss how the relationship between the services can operate smoothly. 

A Landmark Moment for Welsh Support Services 

From the Welsh government’s perspective, the launch of the helpline represents a major step forward in tackling gambling-related harm. 

Minister Sarah Murphy described the initiative as a “landmark moment” for support services in Wales. 

The new helpline forms part of the government’s broader Mental Health and Wellbeing Strategy, which aims to strengthen early intervention, prevention and accessible treatment across multiple areas of public health. 

Murphy emphasised that the helpline is intended to function as an open-access support service, ensuring that anyone who needs assistance can reach out without barriers. 

The government believes that integrating the helpline into NHS structures will help ensure: 

• Consistent clinical standards 

• Stronger links with existing mental health services 

• Improved referral pathways to treatment 

• Better data collection on gambling-related harms 

Officials argue that this evidence-led approach will allow Wales to deliver more effective support for both prevention and treatment. 

The Role of the Statutory Gambling Levy 

The funding for the Wales Gambling Helpline comes from the UK’s statutory levy on gambling operators, a system designed to ensure the industry contributes directly to addressing the harms associated with gambling. 

Under the levy framework, gambling companies are required to pay a percentage of their revenues into a fund dedicated to: 

• Research into gambling harms 

• Education and prevention initiatives 

• Treatment and recovery services 

The £1.3 million allocated to the Welsh helpline is one example of how these funds are being used to expand support infrastructure. 

The move also reflects a wider shift within UK gambling policy towards a public health model, where harm prevention and treatment are embedded within national healthcare systems. 

Growing Recognition of Gambling Harm 

The launch of the Wales Gambling Helpline comes at a time when awareness of gambling-related harm is increasing across the UK. 

Research over the past decade has highlighted that gambling harm can affect not only the individual gambler but also: 

• Families and partners 

• Children and dependants 

• Friends and social networks 

• Workplaces and communities 

As a result, the UKGC-approved support services are increasingly designed to help both gamblers and those affected by someone else’s behaviour. 

This wider perspective has influenced the design of the Welsh helpline, which will offer assistance to anyone impacted by gambling harm—not just the person who is gambling. 

Looking Ahead: Collaboration Will Be Key 

As the April launch approaches, the focus across the sector is shifting toward ensuring that the transition happens smoothly. 

For organisations like GamCare, the central priority remains unchanged: making sure that people experiencing gambling harm can access help quickly and without stigma. 

The arrival of the Wales Gambling Helpline could ultimately strengthen the overall support landscape in the UK—provided that coordination between services remains a priority. 

If collaboration among NHS providers, gambling operators such as Paddy Power and Hollywood Bet, charities, and government bodies works as intended, Wales could set an example of how public health systems and specialist organisationscan work together to tackle gambling harm more effectively. 

For those struggling with gambling-related difficulties, the most important outcome is simple: when they reach out for help, someone is there to listen, guide, and support them on the path to recovery.