UK Gambling Commission orders L&L Europe to pay £900,000 over unfair withdrawal terms and other failings

The UK Gambling Commission has ordered L&L Europe to pay £900,000 after a review found regulatory breaches, including a breach of the Consumer Rights Act 2015. The company operates seven websites, among them allbritishcasino.com, casinocasino.com and hypercasino.com.

According to the regulator, L&L Europe used a term and condition that allowed customers to make only one withdrawal at a time. This caused delays to payouts between October 2024 and October 2025. Commission officials also saw withdrawal requests held back for reasons unrelated to legal or regulatory requirements. In addition, the operator manually reviewed every fifth or tenth withdrawal for certain customers under a "Fraud & Collusion Policy", which again slowed payments. The conduct breached Licence Condition 7.1.1 (1), which requires licensees to ensure their terms are not unfair under the Consumer Rights Act.

The review also identified concerns with the company's anti-money laundering policies, procedures and controls. As a result, the business has created a new money laundering and terrorist financing risk assessment tailored to Great Britain. Social responsibility failings were noted too: an 18-year-old customer lost £4,000 within eight minutes of registering, and a 21-year-old lost £6,500 within three days of opening an account.

L&L Europe accepted the settlement, and the Commission said the company cooperated throughout the review. An action plan is in place and the firm has given the regulator updates. The Commission stated that the failings were serious and potentially affected the licensing objectives.

Sue Young, Executive Director of Operations at the Gambling Commission, said the regulator expects consumers to be treated fairly and that being able to withdraw winnings swiftly, without hindrance from unfair terms, is essential to consumer trust. She acknowledged that operators may sometimes request information at withdrawal to meet legal obligations, but said that was not the case here. She added that although much of the Commission's enforcement relates to anti-money laundering and social responsibility, it will act when gambling is not fair and open.

Chief Executive Chris Dalli said the company takes complete ownership of the findings and that its controls fell short. He said L&L Europe has overhauled its compliance processes, strengthened player protection frameworks and introduced operational safeguards to prevent a repeat.

The Commission has issued several settlements in recent months, mostly for anti-money laundering breaches, which makes this Consumer Rights Act case a rarer example.