Withdrawal delayed?
Withdrawal delays are the number one complaint the Gambling Commission receives, around 2,000 a year. Find the reason the casino gave you, see whether it holds up, and turn it into a complaint with a deadline.
What the casino said, and what it means
Your withdrawal is pending.
Inside the pending period in the terms, this is the casino's review window, not a delay.
Do: note the time limit in the terms and wait it out. Past it, ask what is outstanding.
We can only pay back to the card you deposited with.
Paying back to the deposit method is standard anti-money laundering practice.
Do: if that card has expired or cannot receive payouts, ask for a bank transfer instead.
Your bonus wagering is not complete.
Bonus money and its winnings stay locked until wagering is done. Your own deposit balance should still be withdrawable, usually at the cost of the bonus.
Do: check the bonus terms; since 19 January 2026 wagering in Great Britain is capped at 10x.
The amount is below our minimum withdrawal.
Fine if the minimum is clearly stated in the terms before you deposit.
Do: if your whole balance is under the minimum, ask how to get it back, for example when closing the account.
Please send ID before we pay you.
Age and identity should have been checked before you could play. Extra documents can still be justified, for example a new payment method or a changed address.
Do: ask which specific document is needed and why, then upload it once through the secure account area.
We need proof of source of funds.
A lawful anti-money laundering check, often after larger deposits. The casino should say what it needs and roughly how long it takes.
Do: send payslips or bank statements as asked, and keep a dated record of what you sent.
Your account was funded by a third party.
Using someone else's card is a genuine problem. But the Commission expects operators to investigate this when it happens, not save it for the withdrawal.
Do: explain the payment honestly and ask what evidence would close the case.
Large wins are paid in instalments.
Only acceptable if a clear limit was in the terms when you played. Check the exact amount and schedule.
Do: ask for the written schedule and the term it relies on.
A withdrawal fee applies.
Fees must be set out clearly in advance. A fee you were never told about is not fair.
Do: ask where the fee appears in the terms; if it does not, complain.
Your account is under a safer gambling review.
A real welfare concern can justify pausing play. The Commission has said withdrawals should not be delayed or blocked purely for customer interaction.
Do: say you want your balance paid while the review continues, in writing.
We reserve the right to withhold winnings.
Terms that give the operator open-ended discretion to void or keep winnings risk being unfair. A refusal must come with a full explanation.
Do: ask which term was breached and the evidence for it, then complain formally.
Cancel the withdrawal and keep playing?
Reverse withdrawals have been banned for every type of online gambling in Great Britain since 31 October 2021.
Do: do not cancel. Report the prompt to the casino and, if it continues, to the Gambling Commission.
Build your complaint and know the ADR date
UK operators must resolve a complaint within eight weeks of receiving it. After that, or after their final response, you can take it free of charge to the alternative dispute resolution (ADR) provider named in their terms.
Nothing you type here leaves your browser. Send the complaint through the casino's official complaints channel and keep a copy.
The escalation path
- Day 0Ask live chat or emailGet the reason in writing. Screenshots of chat are fine.
- Same weekMake a formal complaintUse the word "complaint" and send it through the channel named in the casino's complaints procedure.
- Up to 8 weeksFinal responseThe operator must close the whole process, including internal escalation, within eight weeks.
- After thatFree ADRTake it to the ADR provider in the casino's terms. Its decision does not stop you going to court later.
- Any timeTell the Gambling CommissionThe Commission does not settle individual disputes, but reports help it spot operators breaking the rules.
Waiting on a payout can pull you back into playing. If you notice that, the safer gambling tools page lists free, confidential support.