Bookie or casino not paying out? What to do
Ask whether your withdrawal is delayed, refused or waiting for checks. Get the reason in writing and keep the request and reply. Do not deposit or gamble more to try to release the money.
Follow the steps below. Keep your records privately; do not send them to this site.
Ask for a specific explanation
Ask what checks are outstanding, why the information is needed now and how to provide it securely. Keep the original messages and dates.
For GB-regulated online gambling, an operator should not delay a withdrawal for information it could reasonably have requested earlier. New information can still be needed to meet legal obligations. A request for documents is not, on its own, proof of wrongdoing.
- What is stopping this particular withdrawal?
- Which documents or checks are still needed?
- What is the next step, and when will the company update me?
- If payment has been refused, which term or decision is being relied on?
Separate the amounts
Record a withdrawal request separately from a deposit, account balance, bonus credit or refund. Do not add a balance snapshot to the transactions that created it.
You do not need to gamble again or meet a new target to prepare a complaint. Do not make more deposits to unlock a withdrawal.
Use the formal complaint channel
Explain the issue, identify the records and say what you want the operator to consider. Ask for acknowledgement and keep the date it received your complaint.
For an eligible GB dispute, the independent dispute service named by the company (known as ADR) may be an option after eight weeks, allowing relevant pauses, or at an earlier final position. Check which types of dispute it can consider. The Gambling Commission does not recover individual balances.
Check which rules and service apply
England, Wales and Scotland: the Gambling Commission regulates gambling in Great Britain. Check the operator's legal name, licence and the dispute service named in its complaints procedure.
Northern Ireland has a separate gambling framework. Do not assume a GB procedure applies simply because you recognise the brand. Check the entity you dealt with, where you were gambling and the relevant dates.
Republic of Ireland: GRAI's complaints remit is being introduced in stages. Check its current page against the activity, licence and dates involved. GRAI is not a consumer dispute-resolution service.
If the operator or licence is unclear, establish those details before choosing a route. Do not assume an offshore business participates in a UK dispute scheme.
Sources checked . General information, not legal advice. The rules that apply depend on where and when this happened.