Can casinos refuse to pay winnings?

Can casinos refuse to pay winnings in the UK?

Yes, but far less freely than many players fear. A casino licensed by the Gambling Commission has to pay what you win unless one of its published terms, which must itself be fair and clear, gives a specific reason not to. The most common lawful reasons are a breach of bonus rules, a game error, an account that should never have been open and evidence of fraud.

Much of what feels like a refusal is really a delay: a withdrawal sitting in review, waiting for documents, or being routed back to the card you used to deposit. Those situations have their own rules, and many resolve without any dispute. This page separates genuine refusals from delays and sets out what to do in each case. If you are worried about a balance right now, our step-by-step guide to what to do if a casino won’t pay is the quickest route.

Why a UK casino has to pay your winnings

Under the Gambling Act 2005, a bet made with a business licensed in Great Britain is a contract that can be enforced like any other. The Commission’s guide on the status of a bet as a contract (opens in a new tab) explains that this works both ways: the operator must honour a valid bet, and the terms you agreed to form part of the deal.

On top of contract law, the licence conditions add specific protections. The Commission’s consumer page I can’t withdraw my winnings (opens in a new tab) states that you should be able to withdraw at any time without unreasonable delay or restriction and should not be made to take your money in instalments. Our overview of consumer rights in online gambling covers the wider picture.

When a casino can refuse to pay winnings

Each of the following can justify withholding some or all of a balance, provided the term is disclosed, fair and applied to the facts. Even then, a casino should normally return your own deposits where the law allows.

Breaking bonus terms is by far the most frequent cause of lost winnings, which is why voided winnings explained and what happens if I break bonus terms are worth reading before you claim any offer. Using a card in someone else’s name, or opening a second account, are covered in multiple casino accounts.

What a licensed casino can’t do with your winnings

The Commission and consumer law have closed off several tactics that used to be common. A UK-licensed operator can’t:

• confiscate your money because you didn’t log in or complete verification within a set time;
• make proof of age or identity a condition of withdrawing if it could have asked for it earlier, except where the law requires a check at that point;
• rely on a term letting it forfeit winnings or close accounts at its sole discretion;
• offer you the chance to cancel a withdrawal and play the money instead, under the reverse withdrawal ban in force since 31 October 2021;
• insist on paying a withdrawal in small instalments.

Discretionary terms carry real consequences. In July 2025 the Commission fined Taichi Tech Limited, the operator of Fafabet, £170,000, partly for a term that let it close accounts or forfeit winnings at its discretion; the Taichi Tech decision (opens in a new tab) is a useful reference if a casino points to a similar clause. More cases are listed on our Gambling Commission fines page.

Since May 2019, online casinos have had to verify your age and identity before you deposit or play. That is why a request for basic ID only after a big win is a red flag, although proof of where money came from can still be asked for later.

Delay or refusal? How to tell the difference

A withdrawal that hasn’t arrived is not the same as one the casino has refused. Most licensed operators review each payout before releasing it, and some publish how long that takes. Coral’s help centre, for example, describes an internal approval step followed by a payment window of anywhere from instant to five banking days depending on the method. Casumo’s withdrawal policy says requests are approved or declined within 3 days.

Picture a £600 win on a Saturday evening. You request a withdrawal, and on Monday the casino asks for a recent bank statement because your recent deposits passed its internal review level. You upload it on Monday afternoon, the payout is approved on Tuesday and reaches your account on Wednesday. Nothing was refused; it was held for a check the casino is allowed to make. Our guides to pending withdrawals and why a withdrawal was declined cover these scenarios.

Checks on the source of large sums are a normal part of anti-money-laundering duties. The source of funds checks explainer covers what can be asked for and why.

Worked example: when bonus winnings are lawfully removed

Say you deposit £100 at a casino offering a 50% bonus, giving £50 of bonus funds with a 10x wagering requirement and a £5 maximum bet. You spin at £8 a time, land a feature and reach a £900 balance. Because the terms clearly said £5 was the limit while a bonus was active, the casino can remove the bonus and the winnings that came from it.

What it should not do is keep your original £100 deposit if that money was never part of the breach, or rely on a term so buried that no reasonable player would have seen it. If the max bet rule appeared only in a separate document and not near the offer, you would have grounds to complain. The max bet rule guide explains how these terms should be displayed.

Game malfunctions and obvious errors

Most casino terms say that a malfunction voids all pays and plays. This is meant for genuine faults: a game that displays a result its own rules make impossible, or a pay table that shows a prize thousands of times larger than intended. In those cases the operator can usually correct the result and return the stakes.

A malfunction claim needs evidence. If a casino says a win was an error, ask for the game round ID, the provider’s confirmation and an explanation of what went wrong. How error clauses should be used is covered in can a casino void my bet.

What to do if a casino refuses to pay your winnings

1. Stay calm and don’t open a new account or try to reverse payments. Note the date, amount and game round IDs.
2. Ask live chat or email support for the exact reason and the specific term relied on, in writing.
3. Send any documents requested promptly and keep copies of everything you upload.
4. If you disagree, make a formal complaint through the casino’s published complaints procedure.
5. Wait for the final response. The operator has 8 weeks to resolve a complaint.
6. If it isn’t resolved within 8 weeks, or you receive a final answer you don’t accept, take it to the operator’s named ADR provider.
7. Use the ADR service free of charge. Providers must allow at least 12 months after the final response to bring a dispute.

The Commission’s own how to complain (opens in a new tab) guide sets out the same process. The Commission doesn’t resolve individual disputes, but it does want to hear about operators that break the rules. For a fuller walkthrough see how to complain about a casino and our explainer on complaints and ADR.

Taking a winnings dispute to ADR

Alternative dispute resolution gives you an independent decision without going to court. The Commission’s list of approved providers includes ADR Group, Pegasus ADR Service, Blexr Limited, CEDR, eCOGRA, IBAS, ProMediate and the Tattersalls Committee. Each operator must say which provider it uses, usually in its terms or complaints page.

IBAS is one of the best known. It is free for players, and companies registered with it agree to be bound by its decisions on disputes up to £10,000. Our page what is IBAS explains how a case progresses, and IBAS publishes its own guide on how to raise a dispute (opens in a new tab). The Commission is moving ADR towards providers accredited under the Digital Markets, Competition and Consumers Act 2024, so check the current provider named in your casino’s terms.

Rules that protect your winnings: a dated timeline

How to stop a winnings dispute before it starts

• Check the casino on the Gambling Commission register before you sign up; our guide to checking a casino licence shows how.
• Complete verification as soon as you are asked, and use documents that match your account details exactly.
• Deposit only with payment methods in your own name.
• Read the bonus terms before opting in, especially max bet, eligible games and expiry, or play without a bonus.
• Keep one account per casino and never share log-in details.
• Avoid unlicensed sites: if an offshore casino refuses to pay, UK ADR and the Commission can’t help.

Licensed casinos with clear offer terms

Both casinos below are licensed by the Gambling Commission. Coral is run by LC International Limited (account 54743) and PlayOJO by Skill On Net Limited (account 39326). Coral’s current offer gives 100 free spins at 10p each after you deposit and bet £10 on slots, with no wagering on spin winnings; certain payment methods don’t qualify. PlayOJO gives 80 free spins on Big Bass Bonanza at 10p each with a first deposit of £10 or more, paid in cash with no wagering, excluding Northern Ireland. 18+, terms apply. See our Coral withdrawal time page for payout details, or browse more casino questions.

18+. Gambling should be entertainment that costs money, not a way to make it. Set a deposit limit before you play: how to set deposit limits. Free, confidential help: National Gambling Helpline 0808 8020 133.