Recently, the UK Gambling Commission revealed that the most complaints they receive from players are about withdrawal delays. This is something the regulator has been battling for a while. But the issue still persists and operators have been warned that such behavior won’t be tolerated.
The Gambling Commission receives around 2,000 delayed withdrawal complaints a year. This isn’t a big number compared to the total completed withdrawals, but is the number one issue for players. Account verification is the popular strategy to deliberately introduce friction
Operators are advised to change their T&Cs and request player verification before any deposits are made. If they mislead players to gain commercial benefit, they will be punished.
Request for Additional Information
Gambling Commission says that some operators use a ‘regulatory requirements’ excuse to delay withdrawals and provide no further details. The regulator insists that proper explanations must be provided as to why casinos request additional information, refuse to process payments or void winnings.
The regulator reminds that by requesting more information when players want a cash out, gambling operators potentially break the rules. Because they are not allowed to request info that they could have requested before players decided to withdraw.
For instance, asking to verify a source of funds when players want to receive their money is the thing to avoid. It’s an AML tool, and suspicions must be raised when deposits are made and not when payments are requested.
