Guides › Gambling and Betting › Betting Site Withdrawal Delayed or Winnings Withheld
Betting Site Withdrawal Delayed or Winnings Withheld
A gambling business should not hold on to your money unnecessarily, and it cannot make new requests for information a condition of withdrawing if it could reasonably have asked earlier. It may pause a withdrawal if it spots unusual activity. Complain to the business, then use its free ADR provider after 8 weeks.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Withdrawals
What the Commission Expects
A gambling business should not hold on to your money unnecessarily and must act on requests for information at the earliest opportunity. It cannot demand that customers submit additional information as a condition of withdrawing funds if it could reasonably have asked for it earlier, though a later request may be justified by unusual activity or bets placed just before a withdrawal. The Commission cannot see individual accounts or recover money. source
Complaining
The Route
Complain to the business first with dates, times and amounts; it has 8 weeks to resolve it. Then take it to the business's ADR provider, which is free and independent. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksBusiness resolves your complaintThen its ADR provider
Steps to Take
Step 1 of 5
Screenshot your balance, withdrawal request and any messages.
Step 2 of 5
Ask in writing why the money is held and what exactly is needed.
Step 3 of 5
Send any reasonable ID promptly and keep proof.
Step 4 of 5
Make a formal complaint if it is still held.
Step 5 of 5
After 8 weeks, go to the ADR provider.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Gambling Business
Complain through its complaints process first.
Its ADR Provider
Free and independent, after 8 weeks.
Good to Know
Small things that make your complaint stronger.
Only play with sites licensed by the Gambling Commission.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- gamblingcommission.gov.uk/contact-us/guide/our-most-common-enquiries-from-gambling-customers Checked 13 October 2026
- gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain Checked 13 October 2026
- gamblingcommission.gov.uk/public-and-players/guide/page/taking-your-complaint-to-an-alternative-dispute-resolution-adr-provider Checked 13 October 2026