Government in Wales has unveiled a gambling helpline funded by the UK statutory levy, however, concerns remain that the funding transition will exacerbate fragmentation concerns.
The Betsi Cadwaladr University Health Board has been awarded £1.3m in funding from the Welsh Government to run the helpline, which will provide information, advice and support to those affected by gambling-related harms in Wales and go live on 1 April.
Sarah Murphy, Minister for Mental Health and Wellbeing, described the decision as a ‘landmark moment’ for gambling harm treatment in Wales.
She said: “[This marks] the first time specialist gambling treatment and support services will be available from the NHS in Wales. The helpline will be a form of open access support available to people who need it the most and fits into the ambitions of our Mental Health and Wellbeing Strategy.”
According to Dr Faye Graver, the Clinical Lead for gambling treatment services at Betsi Cadwaladr University Health Board, tens of thousands of people in Wales need support for gambling-related harm, and the new helpline will help to refer and triage patients through to aftercare.
The Betsi Cadwaladr University Health Board has significant experience providing addiction treatment as it currently runs national helplines related to drug and alcohol abuse, as well as a mental health helpline.
However, GamCare, the provider of the National Gambling Helpline, which encompasses England, Scotland and Wales, revealed it would be reaching out to Murphy about the decision over concerns surrounding confusion between the two services.
GamCare’s CEO, Victoria Corbishley, stated: “We will be writing to Sarah Murphy, Minister for Mental Health and Wellbeing, about the decision and how to make the relationship between our helplines work for people who are at risk of gambling harms across England and Wales.
“The shared aim must be to minimise any confusion for those reaching out in moments of vulnerability. Our focus remains firmly on the people we serve.”
Funding upheaval caused by the transition to the statutory levy has called into question the long-term future of the National Gambling Helpline, which up to now has been largely funded by GambleAware.
However, no decision has been made regarding the level of funding that will be available to charities like GamCare through the new NHS-led model, leading politicians to describe third sector organisations as being on a “cliff-edge” when it comes to funding.
In its latest Trustee Annual Report, GamCare confirmed that it has enough reserve funding to keep the helpline going for the next 12 months, however, it admitted that it must diversify its income streams to reduce future uncertainty.
The lack of decision-making surrounding the helpline has been derided by key industry figures, and Jordan Lea, the Founder of Deal Me Out, told iGaming Expert that it is ‘mystifying’ that no decision has been made, given the pivotal nature of the service.
Lea said: “GamCare’s service is simply indispensable. It should be the first act of any new funding system to add assurance and stability.
“That would be the easiest thing in the world to do, and it’s mystifying as to why it is yet to happen. No charity or business can operate in uncertainty. Plastering over cracks only works so long before something breaks.”
“Gambling consumers need continuity, and a trusted, familiar face that only Gamcare can provide on the helpline. Without it, thousands of people would fall through the cracks, not knowing where to turn. It takes time to build trust.”
Earlier this month, GamCare revealed a near 50% increase in the number of referrals made to its treatment support services in January 2026 compared to the same period in 2025.
In total, the service recorded 996 referrals in January, the fourth largest volume in its history – only surpassed by August (1,077), September (1,077) and October 2025 (1,165).
The statutory levy began in April 2025, and approximately £120m was collected from operators through the first year of its operation.
Murphy expressed confidence that the decision to launch a Welsh-focused service is ‘the most effective way’ to deliver support for prevention and treatment.
To support the implementation of the levy, the Welsh Government appointed Public Health Wales as the lead prevention co-ordinator for Wales and NHS Wales Performance and Improvement as the lead treatment co-ordinator for Wales.
Although the Department for Culture, Media and Sport (DCMS) has confirmed that the process has begun for gambling harm charities to apply for funding, this decision indicates a desire for governments to lean towards in-house NHS services – magnifying concerns from industry stakeholders that treatment services will become fragmented under the new system.
As of yet, there has been no indication that governments in England and Scotland have plans to implement a similar country-focused helpline.
In GambleAware’s legacy report published ahead of the organisation’s closure on 31 March, the organisation urged the NHS to avoid stalling progress made in treating gambling harms.
The report stated: “As the system transitions, concerns about the potential loss of institutional knowledge and sectoral progress are rising. Alongside this, there is a concern that differences in local capacity could mean that the quality of services varies from place to place. Without deliberate action, these risks could erode progress made in prevention, early intervention, and equity of response.”
