Online casinos licensed by the UK Gambling Commission follow some of the highest regulatory standards in the world. Still, disputes can arise, and nothing is more frustrating than when a casino refuses to pay out your winnings. Whether the issue is a delay, a rejected withdrawal, or frozen funds, players have rights. Here’s a step-by-step guide on how to handle the situation.
Step 1: Double-Check the Terms and Conditions
Before raising the alarm, take a moment to review the casino’s terms and conditions. Pay close attention to:
- Withdrawal times
- KYC protocols
- Game irregularities or voiding policies
Players are most commonly denied payouts because they’ve unintentionally broken a rule, such as using their bonus on excluded games or following a betting pattern. Check the terms and conditions beforehand so you know which rules to follow.
All online casinos have a pending time before your winnings are paid out. While the UKGC dictates that this time must be reasonable, it still ranges from hours to days in UK casinos, as they need time to ensure your withdrawal is legit and you don’t break any rules. It can be a good idea to compare the withdrawal speeds of different casinos using a platform like CasiMonka.com, and opt for a fast withdrawal casino UK that pays out within a few hours.
Lastly, you may also have triggered a KYC check, and the casino is pausing your withdrawal until you send in the required documents and they can verify your details. You can withdraw funds up to an accumulated amount before KYC checks are triggered.
Step 2: Contact Customer Support
If everything looks in order, start the process by contacting the casino’s customer service. Use live chat or email to request a clear explanation for the delay or refusal. Make sure to:
- Stay calm and professional
- Keep records of all communication
- Request a timeframe for resolution
Most online casinos resolve issues at this stage. The support team will check where the hold-up lies and let you know if they are missing documents or your withdrawal has been cancelled due to rule-breaking.
If your withdrawal has been held up by a technical error, which can happen, they will usually promptly resolve the issue.
Step 3: Escalate the Complaint Internally
If support is unhelpful or non-responsive, escalate the issue within the casino. Look for:
- A dedicated complaints procedure (usually listed in the footer or help section)
- A complaint email address
- Any ticketing system that allows tracking the issue
Remember to be specific in your complaint. Include your username, details of the disputed amount, dates of contact, and any supporting documentation. It can be a good idea to share any evidence supporting your complaint, such as screenshots.
An alternative can be to use a free tool like Resolver, which the UKGC recommends. This can give you advice of your rights and help you with following through the complaint procedure.
Step 4: File a Complaint with an ADR (Alternative Dispute Resolution) Provider
UKGC-licensed casinos are required to work with an independent ADR body. If the issue isn’t resolved within 8 weeks or if the operator ends communication, you can escalate to an ADR service.
Popular ADR providers include:
- eCOGRA
- IBAS (Independent Betting Adjudication Service)
- Pogg.com
You’ll find the casino’s assigned ADR listed in their terms or on the UKGC public register. Filing with an ADR is free, and decisions are usually issued within a few weeks.
Step 5: Report the Casino to the UK Gambling Commission
While the UKGC does not resolve individual disputes, they tracks complaints to monitor regulatory breaches. If a casino consistently refuses to pay winnings or violates player protection rules, the Commission may take enforcement action.
You can submit a report here on the UKGC website.
While you can escalate the matter to the small claims court as a final step, it typically need to be a larger amount for it to be worth it.
Final Tips for Protecting Your Winnings
- Always read the T&Cs before claiming a bonus and signing up to a casino.
- Avoid using someone else’s payment method.
- Withdraw winnings regularly instead of letting them accumulate.
- Stick to casinos with a solid reputation and clear support channels.
When to Walk Away
If a UKGC-licensed casino continues to stall your payout without justification and ignores ADR findings, it may be time to cut your losses — but don’t forget to leave a detailed review to warn others. Reputable casinos don’t risk their licence over shady payout practices.
David Prior
David Prior is the editor of Today News, responsible for the overall editorial strategy. He is an NCTJ-qualified journalist with over 20 years’ experience, and is also editor of the award-winning hyperlocal news title Altrincham Today. His LinkedIn profile is here.
