Withdrawals and identity checks

Why the checks exist

Operators licensed by the Gambling Commission must confirm your identity, age and address. This is a licence condition, not an optional step. It exists to keep under-18s out and to meet anti-money-laundering rules. Since May 2019, operators have had to verify these details before you can deposit or play, rather than only when you withdraw.

Documents you may be asked for

• Photo ID: a passport or driving licence.
• Proof of address: a utility bill or bank statement, usually dated within the last three months.
• Proof of payment method: a photo of your card showing the first and last digits, or a bank statement showing the account.
• Source of funds for larger amounts: payslips or bank statements showing where the money came from.

A source of funds check is the operator asking for evidence that the money you are gambling with is yours and where it came from. It is part of anti-money-laundering rules and is more likely on larger deposits or withdrawals.

When further checks happen

A first round of checks happens at sign-up. Further checks can be triggered later by larger deposits or withdrawals, by affordability or source-of-funds reviews, or by patterns the operator is required to monitor. A check can be raised at the point you withdraw even if your deposits went through without any problem.

What a pending or reverse-withdrawal period is

Many operators hold a withdrawal request for a set time, often 24 to 72 hours, before processing starts. Some let you cancel the withdrawal during that window and return the money to your balance. That option is designed to tempt you back into playing, so if you want the money, you can usually ask support to lock the withdrawal or process it sooner.

What can delay a withdrawal

• Verification not completed, or documents rejected for image quality.
• Withdrawing to a different method than the one you deposited with.
• Manual review of a large win.
• A weekend, where the operator does not process withdrawals on Saturdays or Sundays.

Typical timelines once verified

E-wallets are usually fastest, often within 24 hours. Debit card withdrawals commonly take one to three working days. Bank transfers can take two to five. Any timescale an operator advertises should be its normal processing time, not a best case, and the pending period is added on top.

If a withdrawal is not paid

1. Check your account is fully verified and no documents are outstanding.
2. Contact support in writing and keep the reference number.
3. If it is unresolved after eight weeks, or you receive a final response, take it to the operator’s Alternative Dispute Resolution provider, which is free to use.
4. You can also report concerns to the Gambling Commission, though it does not settle individual disputes.

If gambling is causing you harm, free treatment is available on the NHS through the National Gambling Support Network. See our responsible gambling page.

We time a test withdrawal where we can and score every operator on payout speed. Compare casinos on withdrawals or read how we score withdrawals.