The UK Gambling Commission (UKGC) has notified online licensees of compliance expectations and duties concerning customer account withdrawals.

An update published by Commission CEO, Andrew Rhodes, references previous concerns about customers experiencing ‘delays when withdrawing funds’. As noted, late or delayed withdrawals are referenced as an action point of the Commission’s Business Plan and Budget 2023 to 2024.

Concerns about account withdrawals are highlighted due to the UKGC’s contact centre “continuing to receive around 2,000 complaints a year about delays to withdrawals.”

Compliance reviews have seen the Commission order operators to amend their terms and conditions, requiring ID verification prior to customer deposits, rather than “delaying identity verification until a customer seeks to withdraw funds.”

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