The Gambling Commission said on 21 October 2026 that L & L Europe Limited will pay £900,000 under a regulatory settlement. The Commission found the operator's terms limited customers to one withdrawal request at a time, which it called unfair under the Consumer Rights Act 2015. It also found that manual fraud reviews asked some customers for information at withdrawal that could have been requested earlier, which delayed payments. The investigation covered October 2024 to October 2025.
What the Commission found
The public statement lists failures in four areas.
| Area | What went wrong | Rule cited |
|---|---|---|
| Withdrawals | One withdrawal request at a time; some requests withheld for reasons other than legal or regulatory duties | LCCP 7.1.1(1), fair and transparent terms |
| Withdrawals | Manual review of every fifth or tenth withdrawal for some customers led to late requests for information | LCCP 17.1.1(2), customer identity |
| Anti-money laundering | Controls relied mainly on money thresholds and sampling, not on customer risk | LCCP 12.1.1 |
| Safer gambling | Alerts for signs of harm did not run on all websites and relied mainly on money thresholds | SRCP 3.4.3 |
| Deposit limits | Some customers deposited more than the limits they had set | LCCP 2.3.1, technical standards |
LCCP means the Licence Conditions and Codes of Practice, the rules every operator licensed in Great Britain must follow.
Sue Young, the Commission's Executive Director of Operations, said: "As a regulator we expect consumers to be treated fairly." She added that "there may be occasions where a gambling business can ask consumers for information at withdrawal to fulfil legal obligations", but "this was not the case here."
The company has since changed its withdrawal process so that withdrawals are no longer withheld unless regulation or law requires it.
Where the £900,000 goes
The payment is made in lieu of a financial penalty and goes to the consolidated fund. The company also pays towards the Commission's investigation costs. Nothing in the statement creates a refund route for customers.
What it means for players
In Great Britain (UKGC rules, as of October 2026), your identity should be checked before you gamble, not when you ask for your money. The Commission's 2024 blog on withdrawals says operators should tell customers before they deposit what documents they may need, and should explain any delay.
What to do next
- Read the withdrawal section of your site's terms. If you find a cap on pending requests or a vague "we reserve the right" clause, screenshot it.
- If a withdrawal stalls, ask the operator in writing why and what it needs. Keep every reply; our evidence checklist shows what to save.
- Follow the steps in what to do when a casino won't pay out, then use the operator's complaints process and its ADR provider. ADR (alternative dispute resolution) is an independent service that rules on unresolved complaints. Our UK complaints guide explains the order.
- Check the site holds a current licence using our guide to the UKGC licence.
If waiting on a withdrawal leaves you tempted to keep playing the balance, free blocking tools and support can help.
Questions people ask
Can a UK casino make me wait for one withdrawal before I request another?
In this case the Gambling Commission found that a term limiting customers to one withdrawal request at a time, with no new request until the last one was authorised, was unfair under the Consumer Rights Act 2015. Licensees must keep their terms fair under licence condition 7.1.1. If you see a similar term, quote this case when you complain to the operator.
Can a casino ask for ID only when I try to withdraw?
UKGC licensees must verify your identity before you gamble. The Commission's position is that an operator should not demand extra information as a condition of withdrawal if it could reasonably have asked for it earlier. The exception is information the operator must collect at that point because of another legal duty, such as anti-money laundering rules.
Did customers of L & L Europe get money back from the £900,000?
No. The public statement says the payment is made in lieu of a financial penalty and goes to the consolidated fund, which is the government's general account. The operator also pays towards the Commission's investigation costs. The settlement does not set up a refund or compensation scheme for individual customers.
Which websites did L & L Europe run?
The Commission's news release says the company runs seven websites, including allbritishcasino.com, casinocasino.com and hypercasino.com. The failures covered the period from October 2024 to October 2025 under its remote operating licence. The company has since changed its withdrawal process, written a standalone money laundering risk assessment for Great Britain and accepted the failings early in the investigation.
Sources
- Gambling Commission: L & L Europe pays £900,000 for failures including withdrawal delays (21 October 2026)
- Gambling Commission: L & L Europe Limited public statement
- Gambling Commission blog: Key issues and our expectations concerning account withdrawals (July 2024)
Facts checked 22 Oct 2026. Compliance review 22 Oct 2026.
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