Complaints, by country

Common reasons include identity or anti-money-laundering checks, a payment method that does not match your deposit, or a review of bonus terms. In Great Britain, operators should explain why they need more information or are delaying a payout, and should not raise new checks at withdrawal that they could have done earlier. Ask for the reason in writing.

Source: UK Gambling Commission blog: Key issues and our expectations concerning account withdrawals (18 Jul 2024)

Not as a matter of course. In Great Britain, the Gambling Commission says customers should be able to withdraw their deposit balance, subject to legal checks, and terms giving an operator broad discretion to void winnings may be unfair. If money laundering is suspected, the operator must follow a legal reporting process before moving funds.

Source: UK Gambling Commission blog: Key issues and our expectations concerning account withdrawals (18 Jul 2024)

Contact the casino's support or use the account settings. If you are closing it to stop gambling, ask for self-exclusion rather than a simple closure: in Great Britain the business must then close your account, return any balance and remove you from marketing. To block every licensed online site at once, use GAMSTOP in Great Britain or BetGuard in Ontario.

Source: UK Gambling Commission: Self-exclusion; GAMSTOP: Terms of use

Licensed casinos must verify your age and identity before you gamble. In Great Britain they often check your details electronically against credit reference agencies and the electoral roll, and may ask for a passport, driving licence or household bill. For larger deposits they may also ask for bank statements as part of anti-money-laundering checks.

Source: UK Gambling Commission: Age and ID verification; UK Gambling Commission: Why gambling businesses want to know about your finances

In Great Britain, not usually. The Gambling Commission says a business cannot make proof of age and identity a condition of withdrawing your money if it could have asked earlier, unless the law requires it at that point. Delaying a withdrawal for ID it could have checked sooner may breach its licence conditions.

Source: UK Gambling Commission: Age and ID verification; UK Gambling Commission blog: Key issues and our expectations concerning account withdrawals (18 Jul 2024)

Complain to the casino first, in writing, and keep copies and any reference number. Then use the route for its licence: in Great Britain, a free ADR service after 8 weeks; in Ontario, the AGCO through iAGCO. For unlicensed offshore sites, state and provincial regulators generally cannot help, which is a key reason to check the licence before depositing.

Source: UK Gambling Commission: Complain about a gambling business; AGCO: Internet gaming complaints