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Support / Problem gambling assistance

Our commitment to you

  • We recognise that gambling-related challenges can impact anyone. If this is something you’re experiencing, you’re not alone, and help is available.

How we can help

  • We can provide our customers experiencing gambling-related challenges with tools and support that can assist in managing your gambling-related spending. This includes:

    • Access to our specialist team: They’re here to listen, understand your situation, and help you work through your immediate banking needs More about our specialist team
    • Self-service locks: You can apply a digital self-service gambling lock to support you if you’d like to take a break from gambling More about self-service locks
    • Gambling and cash blocks: You can request a 6-month block on gambling spending to your CommBank personal and/or business credit card More about cash blocks
    • Other digital banking tools: Access tools like Spend Tracker, alerts and notifications and ATM limits to help give you more control over your money More about our digital banking tools
    • Other support available: Connecting you with free, confidential support services and resources that can help you build confidence, strengthen your skills, and take steps toward safely managing gambling More about other support available

Access to our specialist team

  • If gambling is affecting you and you’d like additional support, you can call our specialist team on 1800 222 387 between 9am and 6pm, Monday to Friday (Sydney/Melbourne time – excluding public holidays).

What happens when you call us?

  • We understand that reaching out for help can take courage. Our specialist team is here to listen, support you, and work with you on options that feel right for your situation.

    Anything you share with us will be treated with care and confidentiality.

Self service locks

  • We've introduced a digital self-service gambling lock to support you if you’d like to take a break from gambling or stop gambling on your credit or debit card.

    In a few simple steps, you can lock gambling transactions on your eligible credit or debit card through the CommBank app or NetBank.

    As an added safeguard, once a lock is switched on, a 48-hour cooling-off period applies before it can be turned off.

Our gambling and cash blocks

  • The CommBank credit card gambling and cash block applies to:

    • Most gambling transactions, such as TAB, registered online gambling sites and lottery tickets
    • Other transactions we consider to be cash equivalents, such as money transfers or travellers’ cheques
    • Money withdrawn or transferred by you or an additional cardholder at ATMs, online, or over the counter at any CommBank branch

    If you ask us to apply a block, we’ll stop most cash advances and cash-equivalent transactions, including gambling transactions that come to us for authorisation.

    When we apply the gambling block to your credit card, we’ll do our best to prevent transactions that appear to be related to gambling. While the block is designed to reduce this type of spending, some transactions may still go through. Because of this, CommBank isn’t able to guarantee that all gambling related purchases will be stopped.

Keep in mind

    • The 6-month gambling and cash block is available for credit card customers only 
    • We’re unable to block transactions that don’t come to us for authorisation. You’ll be responsible for these, even if they relate to gambling
    • You can ask us to remove a gambling and cash block when the set period of time ends. If you don’t ask us to remove it, the block will remain on your card

Apply a gambling block

  • To apply a gambling and cash block, you need to:

    • Call our specialist team on 1800 222 387 between 9am and 6pm, Monday to Friday (Sydney/Melbourne time – excluding public holidays)
    • During the call, let the team know you’d like to apply a gambling block to your credit card
    • We’ll immediately apply the block to your CommBank personal and/or personal liability business credit card(s). This means any additional cardholder won’t be able to access cash or spend money on gambling either
    • We’ll contact you via email or SMS to confirm the block is in place

How to remove the gambling and cash block?

    1. Call our specialist team on 1800 222 387 between 9am and 6pm, Monday to Friday (Sydney/Melbourne time – excluding public holidays) to let us know you’d like the gambling and cash block removed.
    2. We’ll note your request, and a 48 hour cooling off period will begin to support you in making an informed decision.
    3. After the 48 hours have passed, give us a call back.
    4. We’ll then process the removal of the gambling and cash block for you.

Other digital banking tools

  • Spend Tracker

    Spend Tracker categorises every debit and credit transaction in the CommBank app. It provides a visual breakdown of spending patterns, helping identify overspending, missed payments or gambling.

    More about Spend Tracker

  • Alerts and Notifications

    Turn transaction notifications on in the CommBank app and we’ll instantly alert you about account activity, such as when you pay or receive money into your everyday account or upcoming payments. This is great if you need a greater sense of control around your money and the activities on your account.

    More about transaction notifications

  • ATM limits

    You can reduce your ATM withdrawal limit by following these steps.

    CommBank app: 

    1. Log on to CommBank app
    2. Tap ‘Cards’, then swipe across to find the right card 
    3. Scroll down and tap ‘Go to card settings’
    4. Select ‘Daily card withdrawal limit’ 
    5. Choose your amount and tap ‘Done’ 

    NetBank:  

    1. Log on to NetBank  
    2. Go to the ‘More’ tab
    3. Select ‘Manage my accounts’
    4. Select ‘Change my daily card withdrawal limit’

Other support available

  • If gambling is affecting you, or someone you care about, support is available — and you don’t have to manage this on your own.

    As a first point of contact, we recommend calling the Gambling Help Online support service on 1800 858 858. It’s free, confidential and available 24/7.

    You can also live chat with a professional counsellor, find a local support service and learn more about what help is available through their website.

    If English isn’t your first language, and you’d like help contacting Gambling Help Online, you can call the telephone Translating and Interpreting Service (TIS National) on 131 450, let them know your preferred language, and ask them to contact Gambling Help Online on 1800 858 858 on your behalf. TIS National is available free of charge.

Financial hardship support

  • If you are experiencing financial hardship, we have support options to help you manage your situation. You can message us in the CommBank app anytime, submit a request for help online or call us on 1300 720 814 Monday to Friday, 8am–9pm and Saturday 9am–2pm (Syd/Melb time). 

    If you are a business customer who is experiencing financial hardship, you can call our Business Financial Assistance team on 13 26 07 Monday to Friday, 8am–6pm (Syd/Melb time) or email us at [email protected]. A customer care specialist will endeavour to contact you within two business days for a more detailed conversation about your circumstances.