Complaining about a pending withdrawal: what to do and when
Complaining about a pending withdrawal takes five steps: check the pending period in the terms, confirm your documents are complete, write to support, complain to the licensee in writing, then use the dispute body the operator names. The mistake to avoid is writing to support before you have read the terms and noted the date you asked.
What you need
- The date and amount of the withdrawal request, as shown in your account.
- The operator's withdrawal terms, with the pending period.
- Your account name and address as registered, and any documents you have already sent.
- The licensee's name and account number from the register entry.
We give no number of days. The pending period belongs to the operator's terms, and we have not verified any operator's wording.
Step 1: Read the pending period in the terms
Action. Find the pending or processing period in the withdrawal terms. Our page on what a pending withdrawal means explains the term.
Result. The operator's own stated period, and the date it ends.
Mistake to avoid. Complaining before the stated period has run. A complaint is stronger when it names the term and the date.
Step 2: Check your verification
Action. Look for a request for documents in your account or inbox. Licensees must verify name, address and date of birth before play (LC 17.1.1); see identity checks before play and ID checks before a payout.
Result. Either verification is complete, or something is outstanding and you know what.
Mistake to avoid. Waiting for a response to a document request you have not seen. Check spam folders and the account's message area.
Step 3: Write to support
Action. Send a short message with your account name, the date and amount of the request, the pending period you read, and one question: what is holding the withdrawal.
Result. A written reply you can keep.
Mistake to avoid. Sending several messages in a row. One clear message, then one reminder, keeps a clean record.
Step 4: Complain to the licensee
Action. Use the operator's complaints route, in writing. Confirm the licensee on the register first: see checking a casino licence. Write the licensee's name and account number in your complaint.
Result. A complaint addressed to the legal entity that holds the licence.
Mistake to avoid. Addressing the complaint to the brand name only. The licensee, not the brand, is the party the Commission regulates.
Step 5: Use the dispute body the operator names
Action. If the complaint does not settle the matter, the operator's complaints procedure should name an alternative dispute resolution body. Use the one it names, and keep your complaint and replies.
Result. A review route outside the operator, where the operator's procedure provides one.
Mistake to avoid. Assuming the Gambling Commission steps in for your individual case. We could not confirm what the Commission does with an individual complaint, so we do not state it; read its guidance for players.
What to record, and what we have not checked
| Item | Where it comes from | On this site |
|---|---|---|
| Pending period | Operator's withdrawal terms | Not checked |
| Request date and amount | Your account history | Yours to record |
| Identity checks | LC 17.1.1 | Name, address and date of birth before play |
| Dispute body | Operator's complaints procedure | Not checked |
| Commission's role in individual cases | Commission guidance for players | Not checked |
Before your first request, run through the seven checks before the first withdrawal. If this page is wrong on a point, tell us through corrections.
When to worry
- The stated period has passed and nobody can say why.
- Replies ask for the same documents repeatedly.
- You cannot find a licensee name or account number on the site. Check the warning signs and consider reporting.
If a long wait is making a hard time harder, the National Gambling Helpline is on 0808 8020 133, 24 hours a day.
Quick answers
- How long is a pending withdrawal normal?
The pending period is set in the operator's own terms, and we have not verified any operator's period, so we give no number. Read the withdrawal terms for your account and note the date you asked.
- What should you do first?
Read the pending period in the terms, then check that your verification is complete. If both are in order and the period has passed, write to support.
- Who do you complain to?
First to the operator, as the licensee, through its complaints route. If that does not settle it, the operator's complaints procedure should point to an alternative dispute resolution body.
- Does the Gambling Commission resolve individual complaints?
We could not confirm that from the Commission's page on this date, so we do not state it. Read the Commission's guidance for players before you rely on it.
- What does LC 17.1.1 have to do with a pending withdrawal?
It requires licensees to verify name, address and date of birth before play, so a complete verification is the first thing to rule out. Our page on ID checks explains the wording we could confirm.
- Can the licence be checked while the withdrawal is pending?
Yes. Search the Gambling Commission public register by account number and confirm that the licensee is Active for Casino Remote.