Email or letter to ask for payment of a specific or group of bets
Your full address
(insert name), CEO
(insert full address, including postcode)
NB: If the company is based outside the UK you may want to use email? The same layout is fine. A good place to look for any email address is ceoemail.com. Google will inform for a postal address and CEO names.
Delayed payment of winnings
I have an online account with (insert company); username – (insert username).
I’ve tried to withdraw (some/all – delete as appropriate) of the money (insert exact amount if you wish), which is being withheld from me without good reason.
I’ve contacted your customer services on a number of occasions and they are very unhelpful. Nobody will tell me why I have to wait so long and why additional security checks are required. After over (insert period of time) I still don’t know where my money is and what’s going on. All your staff will tell me is that I have to be patient. Your staff have refused to provide a time frame and their list of excuses for not accepting proof of my identity is verging on the ridiculous.
The following is very applicable to my situation: https://www.gamblingcommission.gov.uk/news-action-and-statistics/News/reminder-to-operators-new-licence-condition-on-customer-identity-verification
(Insert any other relevant details of your case).
I would like to take this opportunity to remind you that bets taken in the UK are legally enforceable. This means that a UK licensed gambling company has to provide evidence why it is not paying an amount won on a bet or series of bets. Your staff can be as obstructive as they like, but the reality is that (enter name of company) will have to provide said evidence.
I do hope you can ensure a quick resolution to this situation.
I look forward to hearing from you in the next seven days or I will begin to consider escalating the matter to the relevant regulator, your ADR and/or the small claims court. Clearly a complaint to an ADR is likely to cost your company money and a legal claim even more.
(insert your name) (insert your username)