No option to withdraw - is this fair?

[bbyg304]

Hi All

Wanted to get some advice and see if I have a case for my complaint.

On 17 April 2026, I deposited £1,000 and upped my account balance to approximately £5,000. No bonus or anything, just purely playing from roulette. This is with a reputable UK-based casino under UKGC.

When attempting to withdraw, I was blocked with the message: “You are not allowed to make a withdrawal at this moment.” There was no option to even submit a withdrawal request. I contacted their live chat twice so it was clear that i attempted to withdraw!

No explanation, verification request, or required action was provided. I am also fully verified btw (altho even if im not, i believe it’s breaching the UKGC rules to not even have the option to submit a withdrawal request?)

Critically, while withdrawal functionality was disabled: My account remained fully enabled for gambling activity/deposits. I was able to continue placing bets without restriction. This created a situation in which I was denied access to my funds while still being exposed to gambling risk.

The balance was subsequently lost.

My understanding is, under UKGC, withdrawals should be allowed AT ANY TIME, and there should always be option to submit withdrawal request?

I am now asking from the casino £5,000 back, or at least my deposit. Do i have a case here?

FYI the withdrawal button is now available again (without me having to submit any documents or anything)! feels to me they disable it when my balance is high just to encourage continued gambling lol.

 

[SYPlayer95]

Hi All

Wanted to get some advice and see if I have a case for my complaint.

On 17 April 2026, I deposited £1,000 and upped my account balance to approximately £5,000. No bonus or anything, just purely playing from roulette. This is with a reputable UK-based casino under UKGC.

When attempting to withdraw, I was blocked with the message: “You are not allowed to make a withdrawal at this moment.” There was no option to even submit a withdrawal request. I contacted their live chat twice so it was clear that i attempted to withdraw!

No explanation, verification request, or required action was provided. I am also fully verified btw (altho even if im not, i believe it’s breaching the UKGC rules to not even have the option to submit a withdrawal request?)

Critically, while withdrawal functionality was disabled: My account remained fully enabled for gambling activity/deposits. I was able to continue placing bets without restriction. This created a situation in which I was denied access to my funds while still being exposed to gambling risk.

The balance was subsequently lost.

My understanding is, under UKGC, withdrawals should be allowed AT ANY TIME, and there should always be option to submit withdrawal request?

I am now asking from the casino £5,000 back, or at least my deposit. Do i have a case here?

FYI the withdrawal button is now available again (without me having to submit any documents or anything)! feels to me they disable it when my balance is high just to encourage continued gambling lol.

What site?
Even though you couldn't deposit, were you able to apply a loss limit or a timeout on the account?

 

[hubbadubbadingdong]

@bbyg304 Did you play through the whole balance ? Or you won in the first couple of hundred ? Check the terms on their site; some require you at least play through the funds once (legitimate casinos) as an anti-money laundering measure ; Less legitimate ones could be a larger factor it will state it on their terms ; or maybe poss a fake/shadow copy of the real casino.

As for a case, imo, I doubt it; you continued to play - and it sounds like you did not get clarification to the reason you did not have the option for withdrawal.

You can always open a PAB case if you think you were cheated; but I would contact casino and get their opinion first.