WITHDRAWAL GUIDE · EN-GB / GBP
The casino says it paid, but the money is not in my bank
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First establish whether the operator has sent the payment or merely approved the request. Ask for the date, amount, currency, destination method and provider reference. Then ask your bank whether it can trace an incoming payment using that information.
Follow the chain
| Stage | Ask the organisation |
|---|---|
| Operator approved it | Has a payment instruction actually been sent? |
| Provider accepted it | What is the provider reference and the date it was submitted? |
| Receiving bank is processing it | Is there an incoming or rejected item on the account? |
| Bank cannot find it | Ask the operator to confirm the destination details and initiate a trace |
| Payment returned | Ask where the balance is now and what safe correction is required |
Do not publish a payment reference or bank details in a public forum. Use official support channels and share only the necessary information. If the destination account is not yours or details are incorrect, tell the operator and bank promptly.
Allow the provider to explain its own timing
Different payment routes and banks have different processing windows. The operator’s estimate may only cover its own approval stage. Do not treat a generic website table as a guarantee for your payment. Ask when the next status update will be provided.
If support does not resolve the issue, follow the operator’s complaint procedure. The Commission says a gambling business should not hold funds unnecessarily and provides an individual withdrawal help page. Eligible unresolved disputes can go to the operator’s named ADR provider; see our ADR guide.
Sources
- Gambling Commission: I can’t withdraw my winnings
- Gambling Commission: withdrawal expectations
- Gambling Commission: how to complain
FAQ
Does “paid” mean the bank has posted it?
Not necessarily. Ask the operator whether the instruction was sent and request the provider reference; the receiving bank can then check for it.
Should I give support my full bank login details?
Never. A payment trace does not require you to share your password, PIN or one-time code.