Customer Funds Protection: What “Not Protected”, “Medium” and “High” Mean
When you deposit money with a casino, it sits in a balance until you withdraw it. What happens to that balance if the operator becomes insolvent is a question most players never ask. UK rules require every licensed operator to answer it — in a rating that’s easy to find once you know it exists.
The three levels
The Gambling Commission requires operators to classify their arrangements for customer funds into one of three categories and to tell customers which applies.
Not protected. Customer funds are held in the company’s general accounts. If the company fails, your balance is a claim in the insolvency alongside every other creditor, and you would likely receive little or nothing. This is permitted, and some operators use it.
Medium protection. Funds are held in a separate account or covered by insurance or a similar arrangement. In an insolvency, there is a reasonable expectation that balances would be repaid, but it is not guaranteed — the arrangement might be challenged or might not cover everything.
High protection. Funds are held in a formal trust or equivalent, legally separate from the company’s assets and overseen by an independent party. In an insolvency, balances should be returned in full.
Where to find the rating
Operators must state the level in the terms and conditions and must tell new customers before they deposit. Since 2025 the Commission also requires a reminder at least every six months. In practice, search the T&Cs for “customer funds” or “protection of customer funds”. If you can’t find it, ask support — they must tell you.
Why it matters more than it seems
Insolvencies of licensed UK operators are rare but not unknown, and in some cases players lost balances. The rating is the only indicator you have of how your money is held. It costs operators money to provide high protection, which is why not all do; a company that chooses “not protected” is, in effect, borrowing from its customers’ balances to run the business.
How to use the information
- Keep balances low at any operator rated “not protected”. Withdraw winnings promptly rather than leaving them as a float.
- Treat “medium” as the sensible minimum for an account you keep money in regularly.
- Weigh “high” protection as a genuine point in an operator’s favour when choosing between similar sites.
What the rating doesn’t cover
It applies to deposited funds and withdrawable winnings. Bonus funds aren’t money until wagering is complete. It also doesn’t address the ordinary reasons withdrawals are delayed — verification, pending periods — which are separate issues.
The bigger principle
A casino balance is not a bank account. It isn’t covered by the Financial Services Compensation Scheme, it earns no interest and, depending on the rating, it may not be yours if the company fails. The habit that protects you most is simple: the casino is a place to play, not a place to keep money.
Withdraw regularly. Money left in a casino balance tends to be re-staked, and it is only as safe as the operator’s funds arrangement.
