Refunds, reversals and withdrawals are different

Classify the transaction

If your bank shows a debit but the casino balance was not credited, preserve the bank reference and contact the operator’s payments team. If the casino accepted a deposit and provided access to the service, that is different from an unauthorised card transaction. A withdrawal is a payout request from the account, not a reversal of the original deposit.

Use the right dispute route

For an unrecognised payment, contact your bank promptly using its official fraud channel. For a casino account or payout dispute, use the operator’s complaint process and then check ADR eligibility. Do not make a false claim or use chargeback as a way to recover a gambling loss. Your bank determines its payment dispute process; the operator and ADR provider determine their own complaint procedures.

Keep records

Save the cashier confirmation, transaction ID, bank statement entry and any operator response. Record whether the payment was pending, completed, reversed or refunded. If the amount was converted, compare the provider’s applied rate and fee separately from the principal.

Frequently asked questions

Is a withdrawal a refund?

No. A withdrawal sends available account funds to a destination. A refund or reversal concerns a prior payment transaction.

Can I charge back a gambling loss?

This page does not advise using a payment dispute to recover a loss. Contact your bank only for a genuine unauthorised or incorrectly processed transaction.

Who handles an account dispute?

Start with the gambling business, then check the UKGC ADR guidance if it remains unresolved.