If gambling feels out of control, focus on the next practical action rather than trying to solve everything at once. Stop gambling, protect access to money and accounts, record what happened, and contact appropriate support. If there is immediate danger, violence, a medical emergency or a risk of self-harm, seek local emergency assistance now.
Stop gambling now
Close the gambling service and do not place another bet to recover a loss. Chasing losses can increase both financial pressure and distress. Avoid making a new deposit, accepting a bonus or opening another account.
Move away from the device if that makes stopping easier. Ask a trusted person to stay with you or hold the device temporarily. If alcohol or another substance is affecting your decisions, avoid financial activity until you are able to think clearly.
Use any available account limit, time-out or self-exclusion control. The practical difference between these options is explained in self-exclusion guidance. A control may not take effect in the same way across every gambling service, so keep confirmation messages and check what the service says has been applied.
Protect money and payment access
Reduce the chance of another impulsive payment. Remove saved payment details from gambling accounts where possible, sign out of payment applications, and do not share a personal identification number, password or one-time code with anyone.
If EcoCash is involved, use the helpdesk and contact centre information published on the official EcoCash contact service. Explain the problem accurately and ask what account-security or transaction-support options are available. The published contact service establishes a route for help; it does not establish that a disputed payment will be reversed.
Review recent transactions and note any payment you do not recognise. Do not describe an authorised gambling deposit as unauthorised. A truthful record makes it easier for a payment provider to distinguish fraud, an account-security problem and a dispute with a gambling service.
Secure your accounts and device
Change the password for the affected gambling account and for any email account connected to it. Use a new, unique password rather than a variation of an old one. Where available, enable an additional sign-in check.
Sign out of other sessions and check whether contact details, recovery information or payment settings have changed. If you suspect that someone accessed your device, update its operating system and security software before using it for payments again.
Never send a password, personal identification number or one-time code to someone claiming that it is needed to release winnings or process a refund. Preserve suspicious messages instead of continuing the conversation.
Record the essential details
Make a short factual timeline while the events are fresh. Keep original messages and receipts. Screenshots can help, but they should supplement rather than replace transaction references, account records and written correspondence.
| What to record | Useful details | Why it matters |
|---|---|---|
| Gambling account | Account name, registered contact details and relevant dates | Helps identify the account involved |
| Payment | Amount, date, time, payment method and transaction reference | Helps a payment provider trace the transaction |
| Communication | Message text, sender details and time received | Preserves what was said and by whom |
| Requested remedy | Account closure, transaction explanation or complaint response | Keeps the request clear |
| Security concern | Unknown sign-in, changed details or code request | Separates security issues from ordinary disputes |
Store the records somewhere you can still reach if the gambling account is closed. Do not alter screenshots or invent missing details. Mark anything uncertain as uncertain.
Contact the right service
Choose the contact route according to the immediate problem. For an account restriction, unexplained balance or gambling-service decision, contact the gambling service first and ask for a written response. For a payment-security concern involving EcoCash, use its published helpdesk or contact centre details.
For a dispute, state the relevant dates, amounts and transaction references, then explain the outcome you are requesting. Keep the tone factual. If the issue remains unresolved, the complaints guide explains how to organise a clear complaint record.
Do not pay an unknown third party that promises to recover gambling losses. Do not give remote access to your device to a person who contacts you unexpectedly. A demand for another payment before funds can be released should be treated cautiously and verified through an independently obtained official contact route.
Get support for gambling harm
Gambling Therapy provides free global text-based support for people affected by gambling harm through its official live support service. This may be useful whether the gambling affected you directly or affected someone close to you.
You do not need to wait for a financial crisis before asking for support. Tell the support service what is most urgent: stopping gambling, dealing with an urge, talking to family, or finding longer-term help. The service is a support resource, not proof about a payment dispute or the conduct of a particular gambling business.
Alongside outside support, tell one trusted person what is happening. A specific request is often easier to act on, such as asking the person to check in later, sit with you while you contact support, or help you list essential bills.
Protect a child
A child should not be asked to manage an adult’s gambling crisis or contact a gambling business on the adult’s behalf. Remove the child’s access to gambling accounts, payment credentials and devices that remain signed in. Preserve relevant records if the child’s details or money may have been used.
Childline Zimbabwe publishes a 24-hour toll-free 116 service for children. Its official information is available from Childline Zimbabwe. A child who needs help can use that service, while an adult can take immediate steps to secure accounts and prevent further access.
If a child faces immediate danger, prioritise urgent local protection and emergency assistance rather than waiting for an account or payment complaint to be resolved.
Plan the next 24 hours
Deal first with essentials such as food, accommodation, transport, medicine and household services. Do not gamble with money reserved for these needs. Avoid borrowing in an attempt to recover losses.
Write down three actions for today: one to block further gambling, one to protect money, and one to contact support. Keep the plan small enough to complete. Further practical options are set out in the responsible gambling guidance.
Check account activity again after security changes. Keep responses from the gambling service, payment provider or support service together. If another person is helping, agree on what they may do and what information they may see; support does not require surrendering all financial privacy.
Frequently asked questions
What should I do first if I cannot stop gambling?
Close the gambling service, move away from the device and ask a trusted person to stay with you if possible. Do not make another deposit to recover a loss. Use an available time-out or self-exclusion control, then contact gambling-harm support.
Who can help with an EcoCash payment concern?
EcoCash publishes helpdesk and contact centre details through its official contact service. Provide accurate transaction details and ask what support options are available. Contacting the service does not guarantee that a transaction will be reversed.
What records should I keep for a complaint?
Keep dates, amounts, transaction references, account details, original messages and written responses. State clearly what outcome you requested. Mark uncertain information as uncertain and do not alter records.
Is free gambling-harm support available?
Gambling Therapy provides free global text-based support for people affected by gambling harm. It can support the person gambling or someone affected by another person’s gambling.
Where can a child in Zimbabwe seek help?
Childline Zimbabwe publishes a 24-hour toll-free 116 service for children. If a child is in immediate danger, urgent local protection or emergency assistance should take priority.