WITHDRAWAL GUIDE · EN-GB / GBP
Verification requested when I withdraw: what the GB guidance says
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GB online gambling businesses must verify a customer’s age and identity before they are permitted to gamble. The Gambling Commission says they should not make a withdrawal conditional on information they could reasonably have requested earlier. There can be exceptions where information is needed at that time to meet another legal obligation, such as an anti-money-laundering check.
Ask for a precise request
If documents or other information are requested, ask the operator to explain what is missing, the reason for the request, the secure upload route and whether anything else is outstanding. Do not send documents to an email address you cannot verify. Never provide a password, PIN or one-time passcode.
Identity checks and financial checks are not identical
An identity check establishes who holds the account. A financial or source-of-funds request may seek information about the source of money or related legal obligations. The operator’s request should explain which issue it is addressing. If it is unclear, ask for clarification in writing. The Commission does not set one document list or one completion time for every account.
| Request type | What to clarify |
|---|---|
| Identity / age | Which identity detail does not match, and what acceptable evidence can be supplied? |
| Address | Which address record is being checked, and what evidence is accepted? |
| Payment ownership | Which payment method or account needs confirmation? |
| Financial / source of funds | What period or item is relevant, and how should unrelated information be protected? |
If a verification request is holding a withdrawal, see the pending withdrawal guide. If an operator’s response does not address the issue, use the formal complaint route.
Sources
- Gambling Commission: age, ID and financial verification
- Gambling Commission: licence condition 17.1.1
- Gambling Commission: withdrawal expectations
FAQ
Can an operator ask for ID only when I withdraw?
The Commission says it should not request information at withdrawal if it could reasonably have asked earlier, but some information may only become necessary then to meet another legal obligation.
How long will a check take?
There is no universal timescale. The Commission says the length varies; ask the operator for the status and next update point.