Customer Funds Protection 2026: Is a Casino Balance Safe?
Rachel Doughty
Updated
Funds deposited in a casino account are not protected like funds deposited in a bank. If a casino licensee goes out of business, there may be no funds available to customers. One of the conditions of a casino license requires the licensee to set out the procedure for the return of customer funds in certain circumstances. Below is that information, together with the score for 10 casinos.
- 1casino rated high protection
- 7rated medium protection
- 2rated not protected
- Noneof it covered by the FSCS bank scheme
Customer funds protection: the three ratings explained
The Gambling Commission score is shown below.
-
Not protected
When a company becomes insolvent, customer funds would form part of the company’s assets and would, therefore, be lost.
-
Medium
Customer funds may be protected in a number of ways, for example if the company has part of its customer funds held in a trust account. Protection is not guaranteed.
-
High
Trust accounts.
Protection may be enhanced by a number of mechanisms, the details of which are shown below. The Commission has indicated that high protection "gives the best chance of customers getting their money back". Even at this level of protection, customer funds are not protected by the Financial Services Compensation Scheme.
Segregated does not mean protected
The greatest misconception about casino funds.
Customer funds held by a gambling company are required to be held in a separate account. While this provides some protection, if a gambling company becomes insolvent, customer funds would be treated the same as all the other assets of the company and lost.
Duelz is the clearest example among the casinos we review. Its terms say SuprPlay segregates customer funds and "take[s] steps to ensure they are not used for operational purposes", then classify them as "Not Protected", with "no absolute guarantees that all customer funds will be repaid". The Commission lists using the word "protect" when only segregation is in place as a common mistake in operators' disclosures.
An arrangement involving trusts or insurance would move a casino to the Medium category. For example, Grosvenor states it holds customers’ funds “on trust.”
The customer funds protection rating of ten UK casinos
We consider the rating supplied by the casino or help section.
| Casino | Rating | What the terms say |
|---|---|---|
| BetVictor | High | "Your funds are protected at the level: high protection." Held in an independent trust account under a formal trust deed. |
| BetMGM | Medium | Separate customer accounts, with arrangements to pay players out if the company becomes insolvent. |
| BoyleSports | Medium | "Customer funds are secured in bank accounts separate from and not accessible by us." Rated "medium protection". |
| Grosvenor | Medium | Held "on trust for our customers"; meets the requirements "at the medium level of protection". |
| kwiff | Medium | A separate customer bank account held on trust. |
| LiveScore | Medium | A separate client account; "meets the medium rating standard" (help centre). |
| Midnite | Medium | Separate accounts with insolvency arrangements, rated "medium". |
| MrQ | Medium | "A separate client funds account" with arrangements to distribute to customers; "medium protection". |
| Duelz | Not protected | Segregated from company funds, but SuprPlay classes this as "Not Protected". |
| Casumo | Not protected | "Customer funds are not protected in the event of insolvency." |
Which of your money the rating covers
Not all funds in an account are customer funds.
- Covered: your deposits
Funds you deposit into your account.
- Covered: winnings
Money you are owed or leaves in your account.
- Covered: bonus money you have earned
You are only entitled to funds under the terms of an offer.
- Not covered: open bets
Money you have wagered or funds represented by a bet are not customer funds.
The Commission states that funds held by a licensee in overseas accounts does not impact the rights of a consumer.
What a casino must tell you about your funds
The requirements the Commission imposes on disclosure.
- Show the ratingState in its terms which rating applies and explain what happens to your money if it becomes insolvent.
- Get your agreementAsk you to confirm you understand it after your first deposit, and again if the arrangement changes.
- Remind you every 6 monthsIf your funds are not protected, remind you, with the amount held, and wait for you to acknowledge it before you can gamble. In force since 31 October 2025.
While the Commission does review a business's finances when issuing a license, they say they do not constantly review a business’s finances. A rating is a statement given by the business and does not represent the Commission. When analyzing online casinos, we consider a business’s rating, their enforcement record, and a business’s terms of payouts to determine how safe an online casino is.
How to keep your casino balance safe
The safest option is to not keep money at a betting site.
When money is not in use, it should be withdrawn. The Commission states that if a customer is not satisfied with a “not protected” rating, that customer should consider withdrawing their funds. Large balances should always be withdrawn. Inactive accounts may charge a fee.
Search the site’s terms and conditions for “level.” If you cannot find it, contact customer support to determine a business’s ratings.
When a betting site no longer holds a license, funds should be withdrawn. The Commission allows suspended betting sites to let customers access their accounts and withdraw funds. If a betting site will not allow you to withdraw your funds, see our article on what to do when a betting site will not allow you to withdraw funds. You may also verify a betting site’s license with the Commission.
Customer funds protection: questions
What happens to my money if an online casino goes bust?
If a casino has a high customer funds rating, then your money has the best chances of being reimbursed because it is placed in a trust account. If the rating is medium, there are prior arrangements to try to get your money back, but there are no guarantees. If customer funds are not protected at all, then you will likely not be reimbursed.
Is money in a casino account covered by the FSCS?
No, the Financial Services Compensation Scheme does not cover gambling balances.
What does segregation of funds mean?
This means that the gambling company must keep customer money in a different account than the company's money.
Where do I find a casino's protection rating?
Usually in a company's terms and conditions, customer funds are described as being at "medium protection."
Can gambling companies keep your money if they go bust?
If customer funds are not protected, then the money is considered an asset of the company and will likely not be returned. If a company has medium or high protection, arrangements are in place to return customer funds.
Are open bets protected?
Protection only applies to customer funds. Protection does not apply to money that is stake on a bet that has not been settled.
Rachel Doughty
Editor, Casino Warnings · Bristol
Rachel reads the Gambling Commission's registers and enforcement notices, and the terms casinos publish for British players, then writes them up in plain English.
- Sources
- Gambling Commission guide "How gambling companies protect your money" (all pages) and its customer funds guidance for operators; the terms and help centres of the ten casinos we review (BetVictor 8.3, Duelz 5.10, Casumo 15.2, Grosvenor, MrQ, BoyleSports, LiveScore "Protection of your funds").
