A punter from the UK has revealed to GamblingNews.uk that bet365 is refusing to release his winnings following England’s dramatic World Cup victory over Mexico. He staked around £8,000 on the match and expected a straightforward payout once the final whistle blew.
England edged past Mexico 3-2 in a chaotic Round of 32 tie that swung several times before the result was settled.
Jude Bellingham scored twice in under two minutes to put England 2-0 up in the 38th minute, only for Mexico to pull one back before halftime and make a real contest of the second half after England had a man sent off. Mexico could not find a leveller despite heavy late pressure, and the scoreline held at 3-2.
For the bettor involved, that result should have triggered an immediate payout on his winning ticket. Instead, he says bet365 opened a responsible gambling review the moment he tried to withdraw his funds. He claims no such check had ever been applied to his account before this sizeable win.
As part of that review, the operator asked him to provide bank statements and other proof of income. The stated purpose is to verify that his income can support the level of gambling on his account, a request he says was never made during any previous period of betting or losing. The punter added that he lost over £20,000 gambling with bet365 over the prior two years and never faced issues or “responsible gambling checks” when depositing funds.
The punter argues the timing speaks for itself, as he had no issue depositing, staking, or losing money with the bookmaker for an extended period, yet the scrutiny only appeared once a significant win was on the table.
This pattern is a familiar complaint among UK bettors. Responsible gambling affordability checks are a legitimate regulatory tool, but they are frequently criticised for landing disproportionately on customers who have just won rather than those who have been losing steadily.
Operators are permitted under UK Gambling Commission guidance to request financial information where there are indicators of harm. Large or rapid staking, chasing losses, or unusual account activity can all justify a closer look at a customer’s finances.
Critics of the system say the checks are sometimes used less as a genuine safeguarding measure and more as a delay tactic on big payouts. Once documents are requested, funds are frozen until the operator is satisfied, with no fixed timeframe for resolution.
Bet365’s terms do give it broad discretion to request verification and financial documents at any stage of a customer relationship. That contractual position makes these disputes difficult to challenge quickly, even when the timing looks suspicious to the customer.
The bettor in this case was refused a payout even after submitting the requested proof of income, as bet365 determined his income was not sufficient for the size of the bet he had placed.
The punter has said he will escalate his case to the Independent Betting Adjudication Service in the hopes of receiving his winnings. Bet365 did not respond to a request for comment on the matter.
