We know from our own review pages that the majority of poor ratings given to bingo and slots sites relate to issues encountered when winning players try to withdraw their money. It comes as no surprise that a large number of them take their complaint all the way up to the UK Gambling Commission.
Lucy Denton, the Director of Communications for the UKGC has been explaining on the UKGC site about the Contact Centre and revealed that in excess of 6,000 calls are received each year from unhappy players and prospective licencees.
The numbers are huge
One of the most interesting statistics revealed that a massive 99% of withdrawal requests made to the biggest gambling brands were completed within 24 to 48 hours, with many in just a couple of hours. However, as Lucy pointed out, that remaining one per cent is a significant number of delays when applied to the 20 million people that like to gamble in any four-week period – 200,000 in fact.
The Commission is fully aware of the many valid reasons why firms may have to delay paying out, such as if a player’s debit card has expired or because of specific bank processes. They must also be seen to be ensuring they know they are not dealing with proceeds of crime and being used for money laundering, so certain checks are inevitable.
Identity first or after?
The UKGC has found that firms asking for ID before a withdrawal is a cause of friction and while the rulebook says operators must treat customers fairly, it is a fine line between upsetting a customer at the acquisition stage by asking for loads of ID and proof of address and risking them being upset further down the line after they have deposited and played and lost or won.
Even in our own experience here at WhichBingo we have backed out of playing for real at a site when documents are requested before a deposit will be accepted. We know this is a policy not liked by many people – starting to play is expected to be frictionless. However, we then also complain that we can’t get at our winnings quickly enough when ID is asked for at the point of first withdrawal.
The operators just can’t win it seems.
All the UKGC requires is for firms not to place problems in the way of withdrawing that could have been handled earlier – so they want the terms and conditions to be fair, open and transparent. To us, this means that firms need to find the quickest and simplest process for people to get their ID to them on opening accounts – maybe before a 2nd deposit, having sent the requirements immediately upon the first – and maybe getting a human to look at them who can exhibit some common sense and not a robot!
So, credit to the Gambling Commission for realising at last that there is a problem and maybe help weed out the companies that still do take too long to get things sorted.
“Where to start, really?” Jonny Unknown, founder of Dabbers Social Bingo, reflects on 7 years of live bingo events as he prepares to host the club’s birthday celebrations. “It’s certainly been a wild ride! So many highs, twists and turns – from navigating a pandemic to weathering the cost-of-living crisis – but we’re still here.” We’ve ranked the top 42 Bingo Offers offers in the UK. Check out our full…
A new bingo brand has arrived, and this one’s got stripes! Introducing Zebra Bingo: We always get excited when there is a new bingo site, so we wanted to give you all the details. What Is Zebra Bingo? Zebra Bingo is the latest bingo site to join the lovely bingo community. It offers slots, live casino, table games, Slingo, jackpot games, and more. And it’s an exclusive launch only on…
Winlandia Bingo is launching with a bang, new customers can get an incredible offer – available only on WhichBingo: So get ready, bingo fans! Because a fresh face has joined the UK’s online bingo scene. Only on WhichBingo: A Better Offer Than Signing Up Directly We’ve secured a special deal that you won’t find anywhere else – it’s even better than the welcome offer on the main Winlandia website! Winlandia…
It takes an exceptional person to use their winnings to help others, and that’s exactly what Sharon Discombe did. 61-year-old Sharon, an Exeter grandmother of 13, struck a £20,000 full-house prize during Mega Money Live game at Mecca Bingo Exeter this month. And she and her husband, Darren, immediately put the winnings toward helping the community. “I was crying and shaking” Sharon said the win was completely unexpected – but…
It may be Halloween but we’re officially saying goodbye to some financial frights in the world of gambling. A significant set of new measures are set to boost the clarity, and ease of use for gambling deposit limits. And there is proven evidence that changes like this will help. The core goal of these improvements is to increase consumer empowerment. Here is what these changes mean for your experience, starting…
If you want to get more treats than tricks, we’ve created the ultimate guide to the best Halloween bingo games, online Halloween slot games, and the spookiest bingo events. Featuring ‘ugly drag queens’, slasher fishermen, and more; we’ve got Halloween bingo events from Bongo’s Bingo, offers from Heart Bingo, Big Bass Halloween slot details, and more. So, forget ghosts and ghouls, the scariest thing this autumn would be missing out…
If like us you’re joyful at just the mere sound of the famous intro, you’ll be pleased to know that Big Brother is back. Bigger, bolder, and better (the jury’s still out on that one) than ever. The iconic reality TV format has returned to our ITV2 screens, and once again, it has the nation talking. This time, there’s a new partnership that caught our eye. Joining the likes of…
The Walking Dead has always been about survival against impossible odds, and now there is a slot game to match. To celebrate the launch of the new The Walking Dead – The Ones Who Live slot game and tv series, we have an exclusive free spins offer: Plus you’ll be getting exclusive early access to the game via Winlandia. Recap: The Walking Dead – The Ones Who Live When The…
If you want to get more treats than tricks, we’ve created the ultimate guide to the best Halloween bingo games, online Halloween slot games, and the spookiest bingo events. Featuring ‘ugly drag queens’, slasher fishermen, and more; we’ve got Halloween bingo events from Bongo’s Bingo, offers from Heart Bingo, Big Bass Halloween slot details, and more. So, forget ghosts and ghouls, the scariest thing this autumn would be missing out…
The Walking Dead has always been about survival against impossible odds, and now there is a slot game to match. To celebrate the launch of the new The Walking Dead – The Ones Who Live slot game and tv series, we have an exclusive free spins offer: Plus you’ll be getting exclusive early access to the game via Winlandia. Recap: The Walking Dead – The Ones Who Live When The…
When you’ve gotta bingo, you’ve gotta bingo and this has made for some… interesting spots for people to play the classic game. The digital age has unleashed an online bingo revolution, and it’s happening in the most unexpected (and often hilarious) places. The 2025 WhichBingo Bingo Player Survey, polling 1,200 UK players, revealed a glimpse into the bizarre world of online bingo habits, proving that Brits will squeeze in a…
What does your favourite bingo or casino site say about you? Well, we have analysed all 265,000 votes and data from the WhichBingo Awards 2025 – to reveal how your vote played a key role, which sites and games made an unseen impact, and what it might say about you… You can view all the WhichBingo Awards 2025 winners here. What Your Favourite Bingo Site Says About You: Your Voting: The Big Picture 2025…
It may be Halloween but we’re officially saying goodbye to some financial frights in the world of gambling. A significant set of new measures are set to boost the clarity, and ease of use for gambling deposit limits. And there is proven evidence that changes like this will help. The core goal of these improvements is to increase consumer empowerment. Here is what these changes mean for your experience, starting…
Gamblers are set for a major win as a new law will soon cap bonus wagering requirements. The changes, which will come into force on 19 January 2026, will cap casino bonus wagering requirements at a maximum of 10x times the bonus amount, a significant drop compared to the wagering requirements some sites have of 65x and higher. Big Win For Players: From £650 to £100 So, how will these…
The Department for Digital, Culture, Media and Sport (DCMS) has announced two measures to improve player protection designed to reduce the risks of gambling addiction while ensuring that more operators contribute to helping people affected. The changes involve new stake limits and a statutory levy. Let’s read more about it. 1. New Stake Limits While full details have yet to be outlined, based on the Gambling Review’s White Paper, the…
Safer gambling week is upon us once again but what does that mean for the gambling industry and those who play? For gambling companies it is an opportunity to engage with their customers and promote the various tools that are on offer to help players manage their gambling spend, their time spent gambling and their access to gambling. For consumers it is a chance to have open and honest conversations…
Alan, Alan, Alan – what will get you in the end? Your lack of giggle control or your inability to tell the group with a straight face that you’re a Faithful? As we head towards the end of Celebrity Traitors 2025 (BBC1, 9pm, Thursday 6th November) we thought we’d take stock of our final five. Folks here at WBHQ aren’t convinced Alan will be able to wiggle his way out…
High Scores and Higher IQs: Who’s Really Winning the Console Brain Game? Updated 2025 results Playing video games does have its benefits, as recent studies have shown that enjoying some online action can improve your brain and cognitive function, but you may have reservations, particularly if you’ve ever tried multiplayer games. To find out which video game player bases are the smartest, WhichBingo surveyed 1,010 gamers (aged 18+) and partnered up with a…
If you’ve been watching Celebrity Traitors 2025 and see yourself as a cool, calm Cat or giggling Alan (who seems to be absolutely drunk on Traitor power), this one’s for you. Underneath the cloaks and cackling (Alan, again), The Traitors is actually a masterclass in human behaviour which shares its playbook with another mind game: online poker. Reading people, expression control, and bluffing with conviction, whether you’re sitting around the…
When it comes to big Traitor energy, there’s only one man that comes to mind… former turret-dweller Traitor pro, Paul Gorton. Podcast host, Rolling Stone correspondent… and Joe Wilkinson pal (himself a die-hard traitors fan), this man’s built an empire on friendly deception. We’ve ranked the top 30 Free Spins offers in the UK. Check out our full list: WhichBingo caught up with the tall, quick, and ruthlessly competitive Gorton to dissect the mind games…
by
Esther Rubin
4min
Updated October 16, 2024
Anita Heffernan
Author & Former Editor
The Bingo Queen is a fun name earned from colleagues through Anita Heffernan's exceptional knowledge and commitment to the online bingo world. With over 20 years of experience as both a player and an expert in the industry, Anita has built a reputation as a trusted authority on all things bingo.
3min 
Reader comments