Getting your money back after account closure or self-exclusion
In Great Britain, when you self-exclude, the gambling business must close your account and return any money in it; stopping withdrawals while still taking bets is not enough. GAMSTOP says returning remaining funds is the operator’s responsibility, so ask the operator’s official support how and when it will pay you, without reopening the account. No official rule was found on returning balances after an account is closed for other reasons, so the operator’s terms and complaints procedure apply.
If you are worried about your gambling, free and confidential helplines are open 24 hours a day.12 The numbers for each nation are listed below.
What happens to your balance when you self-exclude
When you self-exclude, the Gambling Commission says the business must close your account, return any money in it and remove your details from its marketing databases.64 The licence rule adds that it is not enough for a business to stop you withdrawing while still accepting bets from you.65 The rule does not give a deadline for returning the money, so timescales come from each operator’s terms.
You do not need to end a self-exclusion, reopen an account or gamble again to get your balance back. Returning it is part of what the business must do.
GAMSTOP and operator self-exclusion
GAMSTOP is a free service that blocks you from gambling websites and apps licensed in Great Britain for a period you choose, from 6 months to 5 years.66 Remote licensees must take part in it.67 You cannot cancel a registration during the exclusion period, and the exclusion stays in place after the period ends unless you contact GAMSTOP to remove it.66 GAMSTOP says it generally activates exclusions within 24 hours but cannot guarantee this.68
GAMSTOP does not hold or return money. Its terms say that if you have withdrawable funds left in gambling accounts once your self-exclusion is active, returning them is the responsibility of the gambling operator, not GAMSTOP.69 Each gambling business must also run its own self-exclusion scheme, so you can exclude from a single operator.70
When an account is closed for other reasons
A business can close an account for reasons including a risk of harm, a breach of its terms or suspected money laundering. The Commission says it should act in line with its terms, and that you should use its complaints process if you think a closure was unfair.71 We have not found a Commission page saying how or when a balance must be returned in these cases, so the operator’s terms are the main reference. The Commission does say a business cannot confiscate your money because you did not log in or prove your identity within a set time.72
Several operators’ terms say a balance is paid back when they close an account, with exceptions. bet365, for example, excludes accounts used for illegal activity or a prohibited activity, and says funds cannot be withdrawn while an account is suspended.6 If you are closing an account yourself, withdraw first where you can. Betfair and Sky Bet recommend withdrawing remaining funds before closing, and Unibet says that after deactivating an account you will not be able to withdraw remaining funds.104554
What bookmakers say about closed and excluded accounts
The table shows what each bookmaker we cover says about balances after closure or self-exclusion, with its source and the date we checked it.
| Bookmaker | What the operator says | Checked |
|---|---|---|
| 10bet | Accounts are closed by contacting support; open bets stay valid and winnings are credited to the account, with withdrawal arranged through support. On self-exclusion, cash balances are paid to the customer's payment account (minimum return £1) and winning open bets are paid to the registered payment method. During a time-out the remaining balance can be withdrawn by contacting Customer Service.345 | |
| bet365 | If bet365 closes an account, any positive real-money balance is paid back unless the account was used for illegal activity or a Prohibited Activity. Funds cannot be withdrawn while an account is suspended for investigation. An account is Dormant after 365 days without a login; bet365 tries to return any balance to the last deposit method, or else to a verified bank account in the customer's name. No rule for withdrawing after self-exclusion was found.6 | |
| Betdaq | Betdaq is closing. Betting ends on 21 Oct 2026, and customers can log in to withdraw until 4 Nov 2026. After that, outstanding balances are handled through Customer Services, and unclaimed balances under £1 may be donated to charity subject to legal and regulatory confirmation. Under the general terms, a self-excluded account is only used to return funds, customers may close accounts at any time, and Betdaq may withhold funds where misuse is suspected and donate them to charity if the account is closed after an investigation.789 | |
| Betfair | Betfair recommends withdrawing funds before closing an account. If Betfair closes an account, the balance is paid back except where illegal or prohibited activity is found. Funds cannot be withdrawn while an account is suspended under investigation. After a self-exclusion, Betfair takes reasonable steps to return the balance and may ask the customer to contact customer service if no active card is available. UK accounts become dormant after 24 months of inactivity; funds are still refundable.1011 | |
| Betfred | If a customer closes their account, open bets are honoured and the balance is returned unless the terms allow it to be withheld. For self-exclusion closures the terms refer to Betfred's Self-Exclusion Procedure. Accounts not logged into for 365 days are classed as dormant; Betfred will try to return the money and give at least 30 days' notice before reclassifying funds or closing the account.12 | |
| BetMGM UK | On closure by the customer, funds are remitted unless the terms allow withholding; balances under £10 need a request to Customer Support, and winning bets still open at closure are paid after settlement. During self-exclusion, pending bets settle as usual and winnings can be withdrawn by contacting customer support (live chat or support@betmgm.co.uk); otherwise they remain in the account until the exclusion ends.131415 | |
| BetUK | During self-exclusion, customers can withdraw by contacting Customer Support; otherwise winnings wait in the account until the exclusion ends. When a customer closes their account, the balance is paid out unless the terms allow it to be withheld; balances under £10 need a request to support. Funds cannot be withdrawn while an account is suspended for investigation. A dormant account's balance over £1 is sent to the last deposit method where possible, or else to a verified bank account in the customer's name.161718 | |
| BetVictor | A customer can ask Customer Services to close the account; closure is processed within 24 hours and any positive balance is repaid to the deposit method unless the terms permit or require funds to be withheld. Where a self-exclusion is applied with unsettled bets, the bets are honoured and winnings are returned to the last payment method used; if that payment is rejected and updated details are not supplied within 30 days, BetVictor may donate the funds to charity, though the customer can still claim them. Dormant UK accounts with a balance get an attempted return of funds to the last payment method.1920 | |
| Betway | Customers should withdraw their balance before closing an account. If they do not, Betway tries to return funds where a preferred payment method has been provided; if it cannot, a £5 monthly fee applies from 12 months after the closure request. On self-exclusion Betway closes the account, tries to return the balance, cancels unused bonus money and pays winnings on open bets when they settle. Funds it cannot return within 12 months are donated to a charity of its choosing.2122 | |
| BoyleSports | On complete self-exclusion BoyleSports will refund any balance to the customer's nominated bank account or card. Account closure is requested through Customer Service; an account with open bets is blocked and closed once they settle. Accounts with no deposits, withdrawals or bets for at least 24 consecutive months are classed as dormant, and no funds are deducted from balances over GBP 5 before BoyleSports has tried to contact the customer by email.2324 | |
| Coral | If a customer self-excludes, Coral will return any funds in the account within ten working days of the request, to the current active payment method. Returns on unsettled bets are paid within 10 working days of the result. A customer closing their own account must request withdrawal of the balance, and bets still open will stand and be paid out when settled. If Coral closes an account, the balance is paid back except where it finds illegal or prohibited activity. Funds cannot be withdrawn while an account is suspended for investigation. The help centre says customers who self-exclude or close all products can still request withdrawal of any cash balance.2526 | |
| Kwiff | Customers can close their account in the app, on the website or via Customer Support, and any funds are remitted under the terms. On self-exclusion the account is closed immediately and any balance is withdrawn to the registered payment method; balances from pending bets are paid out once the bets settle. Funds in an excluded or suspended account can be recovered by emailing help@kwiff.com.2728 | |
| Ladbrokes | After closing an account, the customer must request withdrawal of any balance, which Ladbrokes will process subject to its rights to withhold sums; open bets stand and winnings are paid when settled. On self-exclusion, funds are returned within ten working days via the current active payment method linked to the account, and returns from open bets within ten working days of the outcome. If Ladbrokes closes an account, the balance is paid back except where illegal or prohibited activity is found; funds cannot be withdrawn while an account is suspended for investigation.2930 | |
| LiveScore Bet | Customers can close their account and request payment of outstanding funds via Customer Support; closure occurs within seven calendar days of the request and outstanding funds, less any active bonus, are returned to the debit card, bank account or another payment method. During self-exclusion settled amounts cannot be accessed until the exclusion period expires, and self-exclusion extends to all LiveScore Group sites.3132 | |
| Matchbook | After self-exclusion, funds left in the account remain available for withdrawal on request to customer service. During a time-out (up to 6 weeks) the customer cannot log in to withdraw but can ask customer service for a withdrawal. Customers can close their account with at least 24 hours' notice, provided the balance is not negative and nothing is owed. If Matchbook terminates an account under its terms, it may cancel bets and withhold winnings except where unlawful.333435 | |
| Midnite | When a customer closes their own account, funds are remitted to the account holder unless Midnite is entitled or required to withhold them. On self-exclusion the account is closed and any positive balance is returned, with active bets' positive results, unless withholding is required. If Midnite closes an account, the positive real-money balance is paid back except in cases of illegal or prohibited activity.36 | |
| Paddy Power | Paddy Power recommends withdrawing funds before closing an account. If Paddy Power closes an account, the balance is paid back except where illegal or prohibited activity is found. Funds cannot be withdrawn while an account is suspended under investigation. After a self-exclusion, Paddy Power takes reasonable steps to return the balance and may ask the customer to contact support if no active card is available. Self-excluding online cancels the Play Card. UK accounts become dormant after 24 months of inactivity; funds are still refundable.37383940 | |
| QuinnBet | When a customer self-excludes, open bets are settled and any balance is returned. During a time-out the balance stays on the account and customers can ask Customer Support to withdraw it. To close an account, customers can withdraw remaining funds; closure requests can take up to 24 hours. A suspended account cannot deposit or withdraw. UK accounts not logged into for 365 days become dormant, and QuinnBet will try to withdraw the balance to the last payment method.414243 | |
| Sky Bet | Customers should withdraw remaining funds before closing an account, or contact customer service to withdraw them, unless Sky Bet is entitled to withhold funds. On a full-account self-exclusion, Sky Bet returns the remaining balance under its withdrawal policy. A UK account inactive for 24 months is dormant. Funds may be moved to an internal account after at least 30 days' notice, but the customer keeps the right to them, including after the account is deleted at 7 years.444546 | |
| Smarkets | After self-exclusion any remaining balance is returned automatically within 48 hours, or sooner on request to support. Customers can close their account by withdrawing all funds and contacting support. Funds cannot be withdrawn while an account is suspended for investigation. If Smarkets closes an account, the balance is paid back, except where it determines prohibited activity took place.474849 | |
| Spreadex | During a fixed-odds timeout (1 day to 6 weeks) the customer cannot use the fixed-odds part of the account but can still access it to withdraw any remaining balance. Fixed-odds self-exclusion runs for at least six months. The sports HTML pages do not say what happens to the balance on self-exclusion or account closure.50 | |
| talkSPORT BET | Account closure can be requested through the app or via Customer Support; the GB terms say closure is processed within 24 hours and any positive balance is repaid to the deposit method unless the terms permit or require funds to be withheld. After a self-exclusion with unsettled bets, the bets are honoured and winnings are returned to the last payment method used. For dormant UK accounts with a balance, talkSPORT BET tries to return the balance to the last used payment method.515253 | |
| Unibet | The help centre's account deactivation page says that after deactivating, the customer will not be able to withdraw any remaining funds, so balances should be withdrawn first; another help page says deactivated accounts can be reopened from the login page. If Unibet closes an account, the positive real-money balance is paid back with stated exceptions. During self-exclusion the customer cannot log in, deposit or withdraw; Unibet recommends withdrawing funds before self-excluding, says it will try to return remaining money but this may not always be possible, and that winnings after self-exclusion can be requested via Customer Support.5455565758 | |
| Virgin Bet | Customers can close their account and request payment of outstanding funds via Customer Support; closure occurs within seven calendar days of the request and outstanding funds, less any active bonus, are returned to the debit card, bank account or another payment method. During self-exclusion settled amounts cannot be accessed until the exclusion period expires, and self-exclusion extends to all LiveScore Group sites.5960 | |
| William Hill | Customers are told to withdraw any remaining money before closing an account and to contact Customer Service for winnings from bets still open after closure. On self-exclusion, the balance is refunded automatically once checks and outstanding requests are complete, and open bets are settled with any winnings paid out. If William Hill closes an account, the balance is paid back unless illegal activity, a prohibited practice or a regulatory requirement applies, using the deposit method where possible. The account-closure article also says a time out or self-exclusion stops future deposits and withdrawals.616263 |
Some describe a clear process after self-exclusion:
- Coral and Ladbrokes say funds are returned within ten working days of your request, via the current active payment method linked to the account.2529
- Smarkets says any balance is returned automatically within 48 hours.47
- William Hill says the balance is refunded automatically once all checks and outstanding requests are complete, and that open bets are settled and any winnings paid.62
- Betfair and Paddy Power say they take reasonable steps to return the balance and, where that is not possible, for example if no active card is present, ask you to contact them.1138
- Matchbook, BetUK and BetMGM say you can get remaining funds by contacting customer support.151633
- Kwiff says funds are withdrawn to your registered payment method, and that you can recover funds in an excluded or suspended account by emailing its customer support.2728
Others are worded differently. LiveScore Bet’s and Virgin Bet’s terms say you will not be able to access settled amounts in your account until your self-exclusion expires.3159 Unibet says you cannot log in, deposit or withdraw during self-exclusion, that it will try to return any money but this may not always be possible, and that you should contact Customer Support to withdraw winnings.5758 BetVictor’s terms say that if a payment of winnings after self-exclusion is rejected and you do not give updated bank details within 30 days, it may donate the funds to charity, although you can still claim them from customer service.19
These statements sit alongside the Commission’s rule that the business must return any money in your account. If your operator’s wording leaves you unsure, ask it in writing how and when it will return your balance, and use its complaints procedure if it does not.
How to ask for your remaining money without gambling again
- Do not reopen anything. You do not need to reopen the account, lift a self-exclusion or open a new account.
- Find the official contact route: the operator’s help centre, contact page or complaints page, as shown on its own website.
- Send a short written request. Say the account is self-excluded or closed, and ask for the full balance, the payment method and the expected date.
- Mention any expired card or closed bank account, and ask how the operator will pay you instead. Never use someone else’s payment method.
- Share only what identifies the account, such as your name and registered email. Never send your password or full card number, and send documents only through the operator’s own secure channel if it asks.
- Keep a record of dates, references, amounts and replies with the withdrawal enquiry checklist.
- Escalate if needed. If the operator neither returns the money nor explains why, make a formal complaint (see below).
Exceptions
Open bets
Several operators say bets still open at closure or self-exclusion are settled as normal. Ladbrokes says potential returns may be paid within 10 working days of the outcome, and Midnite says that on self-exclusion the positive results of active bets are returned along with your balance.2936
Suspended accounts
A suspension is not a closure. Coral and Smarkets, among others, say funds cannot be accessed or withdrawn while an account is suspended.2548 Ask the operator what it needs to finish its checks.
Old and dormant accounts
Sky Bet says your rights to the funds in a dormant account are unaffected, and that it will process a refund if you contact it unless its terms allow it to withhold the balance.44
Betdaq is closing
Betdaq has stopped accepting new registrations and deposits and is closing.7 Its betting facility closes on 21 October 2026, and customers can log in until 4 November 2026 to view account information and withdraw outstanding balances.78 After that, Betdaq says you can still contact its support team about an outstanding balance, and that unclaimed balances below £1 may be donated to charity, subject to legal and regulatory confirmation.7 Its customer service is email-only, open Monday to Sunday, 9am to 6pm.73 If your registered card has expired, its closure page says you can contact helpdesk@betdaq.com.7
Northern Ireland
GamCare says registering with GAMSTOP prevents you setting up accounts with businesses licensed in Great Britain if you are a UK resident.74 The Commission does not regulate remote gambling provided in Northern Ireland, and it advises checking the operator’s website for which licence and complaints procedure apply.7576
When and how to contact the operator, your bank or a support service
Contact the operator first, because only it can release the balance. If it says the money has been sent and it has not arrived within the stated time, ask your bank or e-wallet, quoting the operator’s payment reference. If you use a gambling block on an e-wallet, it should not stop the return: Skrill, Neteller and paysafecard each say their gambling block does not stop payouts from gambling merchants.777879
Free support
- England and Scotland: the National Gambling Helpline, 0808 8020 133, is free and open 24 hours a day, 7 days a week. GamCare runs it by phone, live chat and WhatsApp.180
- Wales: the NHS Wales helpline, 0808 2819 265, is free and open 24 hours a day, 7 days a week. Adults can also self-refer to the All Wales Gambling Treatment Service on 0300 0859 464.12
- Northern Ireland: nidirect lists free gambling support on 0808 8020 133 and Dunlewey Addiction Services on 08000 886 725.81
- Betting shops: GAMSTOP Betting Shops lets you self-exclude from several bookmakers in your area on 0800 294 2060, free of charge.1
- Money worries and emotional support: the Commission lists National Debtline (08088 084000), StepChange (0800 138 1111) and Samaritans (116 123).82
- Blocking tools: many banks let you block gambling payments on your debit card or account, and software such as Gamban can block gambling websites and apps on your devices.8384
If the operator does not return your money
Use the operator’s complaints procedure. The Commission lists the closure of your account among the matters you can complain to a business about.85 The business has 8 weeks to resolve your complaint, after which you can take it to the free, independent ADR provider it names.8687 The Commission does not resolve individual disputes or help customers get money back, although it records complaints against gambling businesses.88 Our guide on how to complain about a delayed payout sets out each stage.
What BookiePayout cannot do
BookiePayout is an independent publication. We cannot contact an operator, GAMSTOP or a bank for you, check whether you are self-excluded or recover money, and we will never ask for account documents, card numbers or your gambling history. The rules and operator statements here were checked on 19 October 2026 and can change.
- How to complain about a delayed bookmaker payoutHow to complain about a delayed bookmaker withdrawal in Great Britain: the operator's own procedure, the 8-week limit, free ADR and the Commission's role.
- Withdrawal enquiry checklistBuild a plain-text record of a delayed bookmaker withdrawal (dates, method, references, contacts) to copy, download or print. Nothing is sent or stored.
- What happens to a betting withdrawal sent to an expired card?What GB bookmakers say happens when a withdrawal goes to an expired, replaced or lost debit card, and when to contact the operator or your bank.
- Responsible gambling and supportFree, confidential gambling support across the UK: helplines for England, Scotland, Wales and Northern Ireland, GAMSTOP, bank gambling blocks and blocking software.
Sources
Each number links to the page we checked. We keep a dated copy of every source for our records; the operator's live page may have changed since.
- Free multi operator and national self-exclusion schemes
- Get gambling help, advice and support
- Account closure FAQ
- Self-Exclusion
- Responsible gambling
- Terms and Conditions
- Betdaq Closure
- BETDAQ Online Betting Exchange
- Terms and Conditions
- How do I close my account?
- Betfair General Terms and Conditions
- Terms & Conditions (Version Date: 31st July 2026)
- Terms and Conditions | BetMGM UK
- Why is my account restricted and how to reopen it?
- How to withdraw my winnings?
- Withdrawing your winnings at BetUK: Everything you need to know!
- Why is my account restricted and how to reopen it?
- BetUK Terms and Conditions
- Terms and Conditions for customers in Great Britain
- Dormant accounts
- Terms & Conditions (Last updated: 21/08/2026)
- Safer Gambling Tools
- Terms & Conditions (effective from 7 August 2025)
- How can I close my account? (updated 2026-10-19)
- General Terms and Conditions (UK)
- How can I close/block my account?
- Terms & Conditions - Corporate Kwiff (Great Britain; last updated 10/03/2025, v.37)
- Self Exclusion
- General Terms and Conditions (UK)
- How can I close/block my account?
- General Terms and Conditions
- What happens to my account after I've set a self-exclusion?
- Responsible Gambling Self Exclusion
- Responsible Gambling Timeout
- Terms and Conditions
- Terms & Conditions
- Closing your account
- Paddy Power General Terms and Conditions
- My account is suspended
- Play Card Terms and Conditions
- How do I self-exclude? (updated 2025-04-01)
- How do I Time Out? (updated 2025-04-01)
- QuinnBet Terms and Conditions (v1.2.0, last updated 4 August 2026)
- Sky Betting and Gaming General Terms & Conditions
- How to close your account
- Self-Exclusion
- How to self-exclude
- Smarkets Terms and Conditions
- Close your account
- Safer Gambling
- Terms and Conditions for customers in Great Britain (site content API, version 3.0)
- Account management
- Dormant Accounts
- Deactivate My Account
- Can I reopen my account?
- General Terms and Conditions (version 5.5.6, last updated 28/09/2026)
- Self-Exclusion
- What happens to my funds and pending bets during self-exclusion?
- General Terms and Conditions
- What happens to my account after I've set a self-exclusion?
- How to Close your Account
- Self-Exclusion and How to Set One
- Terms & Conditions: UK, Jersey and Gibraltar Customers (version 2026/1.4, updated 30 September 2026)
- Self-exclusion
- LCCP 3.5.3 - Self-exclusion remote SR code
- About Gamstop Online
- LCCP 3.5.5 - Remote multi-operator SR code
- Terms of Use
- Terms of Use
- Self-exclusion
- My account has been closed and I don't know why
- I can't withdraw my winnings
- Contact Us
- Self-exclusion
- What we regulate
- Our role and remit in Northern Ireland
- How do I use the gambling block feature?
- How do I use the gambling block feature?
- How do I use the gambling block feature?
- What support do we provide?
- Gambling
- Organisations that can help
- Block gambling payments with your bank
- View playing history and restrict or block gambling activity
- Complain about a gambling business
- How to complain
- Taking your complaint to an Alternative Dispute Resolution (ADR) provider
- What we don't regulate