Contents

• Our most common enquiries from gambling customers
• 1.
  General
• 2.
  Financial requirements
• 3.
  Protection of children and other vulnerable persons
• 4.
  ‘Fair and open’ provisions
• 5.
  Marketing
• 6.
  Complaints and disputes
• 7.
  Gambling licensees’ staff
• 8.
  Information requirements
• 9.
  Gaming machines in gambling premises
• 10.
  Assessing local risk
• Why we can’t resolve individual complaints
• I can’t withdraw my winnings
• Running a lottery or raffle
• Gambling advertising on television and online
• How we ensure online gambling games are fair
• Self-exclusion with GAMSTOP
• How to check whether your money is protected
• Where to find help and support

I can’t withdraw my winnings

You may be stopped from withdrawing your money if unusual activity has been spotted in your account. A gambling business should not hold on to your money unnecessarily.

Where a gambling business needs to ask their customers for more information they must do so at the earliest opportunity. They cannot demand that customers submit any additional information as a condition of withdrawing funds from their account if they could have reasonably asked for that information earlier.

Gambling businesses must make sure that funds are not being used for criminal activity like fraud or money laundering. There may be some circumstances where a gambling business could not reasonably have identified a need to ask for additional information earlier, meaning their request for more information may coincide with the customer’s request to withdraw funds.

Examples of these circumstances could be:

• unusual activity on a customer’s account, such as a spike in the number of bets or higher staking amounts
• bets placed within a short space of time which are immediately followed by a request to withdraw funds

How to complain if you can't withdraw your winnings

There are many reasons why you may not be able to withdraw the winnings from your account. We do not have access to customers’ accounts, so we can't see what has happened if you're having problems.

You should complain directly to the gambling business and follow the complaints process to find out what the problem is.

Previous page
Why we can’t resolve individual complaints Next page
Running a lottery or raffle