What happens to my balance if I self-exclude?

What happens to my balance if I self-exclude? The short answer

Your money comes back to you. The Gambling Commission's self-exclusion guidance for the public (opens in a new tab) says a gambling business must close your account and return any money in it. That applies whether you exclude from one casino directly or from every GB-licensed site at once through GAMSTOP.

Choosing to self-exclude is a positive, protective decision, and the rules are written so it doesn't cost you anything extra. Nobody is allowed to keep your remaining cash as a penalty for walking away. What self-exclusion can't do is undo past play: the Commission is clear that money spent gambling before the exclusion isn't refunded.

If you're reading this because you want to stop, the practical order of steps is further down, and our full guide on how to self-exclude covers every route in detail. You can find more short answers in our casino questions hub.

Which parts of your casino balance count as your money

A casino account often shows more than one number, and they're treated differently. The Commission's rules on customer funds protection say customer funds include cleared deposits, unpaid winnings and crystallised loyalty bonuses, meaning loyalty rewards that have already turned into money. Those are yours.

Bonus money that is still locked behind a wagering requirement is different. UK guidance says deposit and bonus balances must always be shown separately, and wagering can be required before bonus winnings become withdrawable. Because the bonus hasn't become cash, what happens to it at closure depends on the casino's terms. If a bonus balance matters to you, ask support how it will be handled, and keep a screenshot of both balances.

The UK rules that protect your balance when you self-exclude

Several separate rules work together here. The self-exclusion code in the LCCP requires remote operators to refuse service, close the account, return funds, remove you from marketing within two days and point you to support. You can read the code itself on the Commission's LCCP 3.5.3 self-exclusion page (opens in a new tab).

Wider consumer rules back this up. Commission guidance says a customer's un-staked deposits remain their property, and terms that let a casino confiscate deposited but un-staked money aren't allowed, except to meet a general regulatory obligation. Withdrawals have to be possible without unreasonable delay, and a casino can't make you jump through ID hoops at withdrawal stage if it could have asked earlier.

• Self-exclusion code: close the account, return the funds, stop marketing within two days.
• Un-staked deposits: remain your property and can't be confiscated by a term.
• Inactivity: a casino can't take deposit-balance funds just because an account sits unused.
• Withdrawal fees: any charge can't exceed the direct cost, and withdrawing the full deposit balance must not be charged.
• No reverse withdrawals: once you ask for a withdrawal, you aren't offered the chance to cancel it and play on.

GAMSTOP or a single casino: does it change what happens to my balance?

The outcome for your money is the same either way, but the reach is different. Every casino has to run its own self-exclusion process, so you can block one brand on its own. GAMSTOP is the free national scheme that covers all GB-licensed gambling websites and apps, and online operators have had to take part since 31 March 2020.

With GAMSTOP, each casino where you hold an account deals with its own balance, so if you have money at three sites you should expect three separate returns. The scheme's own GAMSTOP website (opens in a new tab) explains registration. Our time-outs guide covers shorter breaks if a full exclusion isn't what you need right now.

Worked example: a £137.50 balance at the point of self-exclusion

Imagine your account shows £137.50 in total: £85 of deposits you haven't used, £40 of winnings credited as cash, £12.50 of loyalty points already converted to cash, and a separate £20 bonus still under wagering. The first three add up to £137.50 of customer funds, and that's what you should expect back.

The £20 bonus is shown on its own line because it isn't cash yet. How it's dealt with depends on the bonus terms. Nothing in the self-exclusion process lets the casino keep any of the £137.50, and the bonus question doesn't give it a reason to hold the cash back either.

How to get your balance back safely when you self-exclude

Two things matter: getting your money and not being drawn back into play. If logging in to withdraw would tempt you to place a bet, exclude first. The casino still has to return the balance, so you lose nothing by putting protection first.

1. Take a screenshot of your balance, showing cash and any bonus separately.
2. If you can do it without placing another bet, request a withdrawal of the cash balance to your usual payment method.
3. Register with GAMSTOP, or use the self-exclusion option in your casino account settings.
4. If money remains after the account is closed, contact the casino's support and ask how and when it will be returned.
5. Check your bank or e-wallet for the payment. Many casinos' help pages say money goes back to the method you deposited with, where possible.
6. If nothing arrives or the amount is wrong, use the casino's complaints process and keep your screenshots.

Withdrawal speed varies by casino and payment method, and no regulatory maximum processing time exists. Our pages on casino withdrawal times and pending withdrawals explain the usual stages. If you're closing an account without self-excluding, see how to close a casino account.

What to do if the casino doesn't return your balance

Start with the casino's own complaints procedure. Under UK rules the business has 8 weeks from receiving your complaint to resolve it, and if it's still unresolved after that it must offer to refer you to an alternative dispute resolution (ADR) provider, which is free and independent. IBAS is one of the approved providers. Our guide to complaints and ADR and our step-by-step casino complaints guide explain each stage.

The Commission doesn't settle individual complaints, but it does want to hear about operators that break the rules. If a business is slow to return money, say clearly in your complaint that you've self-excluded and that the self-exclusion code requires the funds to be returned.

If you're worried about a casino going out of business while it holds your money, its terms must state how well customer funds are protected. Our answer on what happens if an online casino goes bust explains the three protection levels.

Self-exclusion balance myths and the facts

One more thing people sometimes wonder: whether to have one last session to 'use up' a balance. There's no need, and it's worth resisting. The money is already yours to take back, and any further play carries the house edge, so extra bets are most likely to shrink the amount you leave with. Our page on chasing losses explains why that urge is so common.

After you self-exclude: other blocks and support

Self-exclusion works best alongside other tools. Bank gambling blocks can stop gambling payments at the card level, and blocking software can keep gambling sites off your devices. Some banks, including Halifax and Lloyds, offer Gamban to their customers.

If money worries are part of the picture, our gambling debt help page lists free, confidential advice. For support with gambling itself, the National Gambling Helpline is free on 0808 8020 133 at any hour, run by GamCare, which also offers live chat with a GamCare adviser (opens in a new tab). NHS gambling clinics and Gamblers Anonymous are also there, and our support services guide brings them together.

18+. Every casino game has a built-in house edge, so over time you should expect to lose what you stake. Set a budget before you play and stop when it’s gone: safer gambling tools and support. Free, confidential help: National Gambling Helpline 0808 8020 133.