WITHDRAWAL GUIDE · EN-GB / GBP
My casino withdrawal was returned or rejected
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A returned payment can mean the receiving bank or payment provider could not complete the instruction. It does not by itself explain whether the operator has restored the balance or where the funds are now. Get a written status before changing any details or submitting another request.
Confirm the balance and route
Ask the operator: Was the payment rejected before leaving, returned after dispatch, or still under review? Has the amount been restored to the account balance? Which payment method and destination were used? What reference can the bank use to trace it? Check the destination details carefully and report an error through the operator’s secure channel.
Avoid duplicate requests
Do not submit another withdrawal until the first one is closed or the operator confirms how a replacement request works. Keep the original request ID and any return code. If the receiving bank confirms it rejected the payment, ask what information it can share with you; only the operator may be able to initiate the payment trace.
If the explanation is incomplete
Use the operator’s formal complaints process, list the dates and status changes, and ask for a final written answer. Commission guidance says withdrawal terms should be clear and that customers should be able to access their funds without unreasonable delay or restriction. Read withdrawal help, not arrived and our complaint guide.
Sources
- Gambling Commission: I can’t withdraw my winnings
- Gambling Commission: withdrawal terms guidance
- Gambling Commission: complaints
FAQ
Can the operator keep the money because a payment bounced?
Do not infer that from a returned status. Ask where the balance is recorded and request the transaction reference. If unresolved, use the complaint route.
Should I change my bank details in a message to support?
Only use the operator’s official secure process. Do not send account credentials or codes, and verify any account change before submitting a new withdrawal.