It’s the number-one complaint from punters – so just why are some struggling to get paid out by bookmakers?

Everyone agrees it is a problem. 

Too many punters are waiting far too long to be given their money by bookmakers. At times there are arguments around whether that money rightfully belongs to the backer or the layer. At other times there are questions about whether punters are breaking rules or bookmakers are exploiting them. All too often it is unclear who is in the right and who is in the wrong. What is absolutely clear is the status quo cannot – and perhaps will not – continue.

In 2023 the Gambling Commission's contact centre received in the region of 2,000 complaints about delays to withdrawals, making it the biggest single issue raised with the regulator. In its latest alternative dispute resolution (ADR) report, the Independent Betting Adjudication Service (Ibas) stated just under a quarter of all complaints it received involved matters relating to customer identity, the official reason for most withdrawal delay cases.