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I'm having major trouble with this casino paying out.

So I deposited just over 300. I was electronically verified at this point and threshold stated 2000 so thought I was ok for any kyc checks.

I hit a big win 2000 withdrew immediately and felt I wanted to gamble so I did self exclude.

The site has been so difficult in answering questions.

I know they're not supposed to ask for id when it could of been asked at an earlier point section 17 and the self exclusion laws however they stated I wouldn't recieve any of my winnings until I sent them photo ID, banking details, selfie and letter of residence.

I gave in and sent them all on the email as they told me to.

Next they came back that wasn't good enough I'd have to do it by link and they wanted video proof of me logging in my bank and showing the transactions. Did that. Chat agent said this would be acceptable.

Did the photo id which got accepted driving licence with my address on, did the video.

Did the proof of address.

Now they have emailed this morning the video is not good enough and a more indepth video showing all my account details.

My bank.advised me not to do this!

Everytime I comply they move the goal post so what am I to do??

Hello,

If you are certain you have already provided the casino with all necessary documents, or let's say enough documents to verify you and your account fully, I'd say there isn't much to do in that regard.

I would like to know why the casino needs such video in the first place. These requests may indicate that the goal is not just verifying your account but also perhaps investigating some sort of suspicion associated with your account. But I prefer not to speculate without understanding the casino's approach.

So, maybe if we summarize what you have already provided and compare that with what the casino still needs to release the withdrawal, we will come to a realistic conclusion.

Can you try to summarize that, please? I really think it would be handy.

I think my email address might of flagged up something. It's my sisters old email. I had basically borrowed her phone until I could get a replacement. She had an email address she didn't use so for about a year I've been using that email for everything and automatically. They've obviously seen a different name on the email. I explained the situation right away. To one chat advisor mocking me asking me which name to call me.

I showed them photos of my inbox and showed them all my emails income and outgoing are addressed to me rather than on my email address.

I have not breached any terms in this.

Nothing states about a named email address. I've used my card, my bank account. My address.

I have supplied selfie, bank video, I've just done my bank card, two letters, my driving licence. Showed them re email address.

They wanted me to then upload everything through a 3rd party called mitek I wasn't comfortable but did it. Kept coming up at error. Managed to get most and they want another selfie added to mitek which is where we are at. It's not allowing me to upload to there and they just say the same thing it needs to be on there I've attempted sending it via email and chat but they don't want to know.

Ok, the mitek matter is weird. And so the casino's support approach, but I guess you have to put this behind for now. I can partially understand that using someone else's email may raise suspicion, but unless you used a 3rd party's details while registering, or paying, I believe it should not cause such a mess...

I suppose we get at least some explanation and an opportunity to resolve the issue as soon as the casino joins the complaint discussion, which I think is inevitable.

Hello Hello Casino guru team and support,

I WANT TO HAVE YOUR POV RADKA AND HER MATES

I deposit here a complaint against ALLBRITISHCASINO,

Quickly, I  feel very disappointed and unfairly treated by All British Casino.

I made a deposit of £500 using my friend’s Skrill account because my own Skrill was not working at that time. I played honestly, won fairly, and reached £1,300.

When I tried to withdraw £292, the casino asked for verification. I immediately provided all requested documents — both mine and my friend’s — and fully cooperated in good faith.

After verifying everything, they told me that using a third-party Skrill was against their terms and that my account would be banned and only my deposit refunded. I was never warned or prevented from depositing before playing. They accepted the money, allowed me to gamble, and only raised the issue after I won. When I deposited £500 and lost bets, nobody warned me it was "against the rules". They accepted the money, let me play freely, and only blocked me once I won £1,300.

A fair casino should apply its rules before the game, not after the player wins.

If the use of a third-party Skrill account was strictly prohibited, the deposit should never have been accepted in the first place. or RETURNED at the moement The system accepted the £500 deposit instantly, allowed me to play and lose or win money freely, and i was losing they didnt intervene.. until the withdrawal is asked. FAIR OR UNFAIR , NORMAL OR NOT ? IN Your hands dear radka

Hello.

I see why you feel frustrated. It really can feel unfair when you follow the rules as you understand them and suddenly face a ban after winning. Your feelings are completely valid, of course.

Here’s the tricky part from a casino’s perspective:

Using a third-party payment method is indeed considered a serious violation of their rules. Casinos enforce this strictly to prevent fraud, money laundering, or other security risks, because they can't verify you and your activity "face to face," hence relying on KYC and other investigations. Even if you acted honestly and won fairly, the system has to follow its terms.

It might seem strange that your deposit was accepted and you could play freely. Unfortunately, casinos often detect these issues during verification, which usually happens at the withdrawal stage. That’s why it only came up after you tried to cash out.

So, is it fair?

From your perspective, the answer is probably no.

From the casino’s point of view, it is standard procedure to protect themselves and other players. The key lesson is that casinos can enforce rules retroactively if they find a breach, even if the gameplay itself was fair.

I know this is disappointing, and it doesn’t feel fair emotionally. You acted in good faith, but rules about third-party payments are usually treated as non-negotiable.

Hope that helps you see both sides a little, your win was fair, but the account rules are strict and the casino is within its rights.

If you prefer an official discussion, reaching out to the licensing authority could be the optimal course of action, I'd say.

Honestly, you're absolutely right. I’m going to file a complaint with the regulator, the MGA. Their behaviour makes no sense, because if I had played the same 10 times and lost — which has happened — they would never have said anything. They would simply have taken my money and considered everything normal.

But the moment I start winning, suddenly they refuse to pay me. That is completely illogical and unfair.

According to MGA’s own rules, the operator must verify players’ deposits before accepting them, and they clearly failed to do so. They allowed me to deposit and play freely, and only when I won did they decide to question it. That is not how a licensed operator is supposed to act.

Hi again,

If I may be honest, I'm not convinced you understand me well. I also do not believe the MGA will support you.

I get why you see it that way, but this is exactly where things get a bit more complicated.

On your side, it really feels like they only reacted because you won. I understand that feeling. But that is just a feeling, I'm afraid.

From the casino’s side the situation looks different. Using a payment method that is not yours is treated as a major breach and casinos are allowed to act on it the moment they discover it. And yes, they often only detect it during verification, which usually happens when the player asks for a withdrawal. It is not ideal, but it is common practice across the industry.

About MGA rules, it is not actually required that the casino fully verifies every single deposit before play. What they must do is verify the player at some point, and they are allowed to do that at withdrawal. That is why this kind of situation is unfortunately possible.

So I completely understand why you feel it is unfair. But you have broken the rules; do not forget that, please.

I dare to say that, from the regulatory and operational perspective, the casino is following a rule that is taken very seriously everywhere.

I am not saying you did anything with bad intentions. You tried to solve your own payment issue and played honestly.

But using someone else’s Skrill breaks one of the strictest rules and the casino is allowed to cancel winnings because of that.

I hope this gives you a clearer picture.

Take a look at the official documents from UKGC, the UK Gambling Commission.

https://www.gamblingcommission.gov.uk/blog/post/key-issues-and-our-expectations-concerning-account-withdrawals

See the section on third-party payment methods:

Lessons for operators

If operators have published terms that prevent third party funding, and where there is suspicion that an account may be funded by a third party, they should ensure that any investigation is conducted promptly and is not delayed until a withdrawal request is made. We consider it unfair to customers if operators accept deposits from sources that might breach the operator’s terms, and settle any losing bets from such deposits, but then only make enquiries about the payment method used when – and if – a withdrawal request is made.

😉

I see. Thank you.

Here’s the thing:

1) The UKGC text you quoted is guidance, not a binding rule. Right?

It tells operators what they should do to improve customer experience, not what they must do by law.

2) It does not say that third-party payments are acceptable.

Even in the exact paragraph you shared, the assumption is that third-party funding is a breach of the terms. That part is not in question anywhere.

3) The timing of the investigation doesn’t change the outcome.

Even if an operator checks it late, once they confirm the payment method isn’t yours, they are allowed to void winnings. UKGC and MGA both treat this as a strict violation.

4) Regulators look at the breach itself, not at when the casino noticed it.

You used a payment method that wasn’t yours—and that single fact is what the regulator will base their decision on.

5) I understand why it feels unfair emotionally, but from a regulatory perspective, your argument doesn’t change the core issue.

As far as I know, the operator is still entitled to cancel the winnings because of the third-party payment.

I recommend addressing this issue directly with the license provider; simply quoting general guidelines won't suffice, I guess.