Customer funds protection is the Gambling Commission rule that makes every licensed operator tell you how safe the money in your account is if the business goes bust. Each casino app must state one of three ratings in its terms, from not protected to high protection, and you must acknowledge it before your first deposit is used.
Every UK-licensed casino must state whether your money is not protected, medium or high protection.
You acknowledge the rating before your first deposit is used, so it is in the terms you accepted.
Since 31 October 2025, operators rated not protected must remind you every six months and show your balance.
Even high protection is not a promise you will get everything back, so keep your balance low.
Rule
LCCP condition 4.2.1
Ratings
Not protected, medium, high
When you see it
Before your first deposit is used
Six-monthly reminder
From 31 October 2025 (not protected only)
Regulator
Gambling Commission (Great Britain)
What the customer funds protection rule says
Customer funds protection is set out in licence condition 4.2.1 of the Gambling Commission’s Licence Conditions and Codes of Practice (the LCCP). Every operator holding a Commission licence has to tell customers how well the money in their accounts is protected if the business becomes insolvent. It sits alongside the other rules on our UK rules for casino apps hub.
The condition has three parts. The operator must state its protection rating in its terms, explain the level and how it is achieved, and get you to acknowledge that information before your first deposit is used. You can read the wording yourself in the Commission’s condition 4.2.1 on disclosure to customers (opens in a new tab).
A newer layer took effect on 31 October 2025. Operators whose funds are rated not protected must now remind customers every six months, state the balance held and get an acknowledgement each time. Medium and high protection operators are not covered by that reminder duty.
The rule is about disclosure. It doesn’t force a casino to protect your money; it forces it to tell you honestly whether it does.
The three customer funds protection ratings explained
The Commission uses a simple scale. Each casino app’s operator picks the arrangement it runs, and the rating follows from that arrangement rather than from marketing language.
UK customer funds protection ratings
Rating
How it works
What it means if the operator fails
Not protected
Your money is held with the company’s own money
It counts as a company asset in insolvency, so you may not get it back
Medium protection
Safeguards such as insurance are in place
Some cover exists, but full return is not certain
High protection
A separate account controlled by an independent trustee and checked by an external auditor
The strongest level, though separation alone still isn’t a promise of full repayment
Medium usually means an insurance policy or similar safeguard sits behind the balances. The Commission’s page on what medium protection means for your money (opens in a new tab) is clear that this is a safeguard, not a certainty. The detail of the policy is something to look for in the operator’s terms.
High protection in practice
High protection means a trust-style arrangement: the money sits in an account the operator can’t simply dip into, an independent trustee controls it and an outside auditor checks it. Few arrangements give a customer more comfort, but the Commission still avoids calling it a guarantee.
What counts as customer funds in a casino app
The Commission lists three things as customer funds: cleared deposits, winnings that haven’t yet been paid out, and loyalty bonuses that have crystallised (become yours to keep and withdraw). Those are the sums your protection rating applies to.
Cleared deposits: money you paid in that has finished processing, such as a debit card or Apple Pay deposit showing in your balance.
Unpaid winnings: wins sitting in your account that you haven’t withdrawn yet.
Crystallised loyalty bonuses: reward value that has become withdrawable cash, as opposed to loyalty points still waiting to convert.
Bonus money still tied to a wagering requirement isn’t on that list. Free spins not yet played aren’t either. Don’t assume those sit under the same protection as your own cash.
Why the customer funds protection rule exists
Casino accounts behave a bit like a wallet held by someone else. When a gambling business fails, the people holding balances can find their money tied up with everything else the company owes. Disclosure gives you the facts up front so you can decide how much to leave sitting in an app.
There is also a fairness point. Online operators licensed for Great Britain can be based almost anywhere, as our page on remote gambling licences explains. A rating gives you a like-for-like comparison regardless of where a company is incorporated or how its marketing describes it.
The six-monthly reminder added in October 2025 targets a specific problem: people forgetting that a large balance is sitting unprotected. Being shown the figure twice a year is a nudge to withdraw what you don’t need.
How customer funds protection shows up in casino apps
You meet the rating at sign-up. Because the acknowledgement must happen before your first deposit is used, it usually appears as a statement you accept during registration or in the terms you agree to. The exact screen differs between apps, so we won’t describe a menu path the operator hasn’t published.
If you can’t remember what you agreed to, the information is still in the operator’s terms. Our guide to casino app terms and conditions covers how those documents are structured.
Open the casino app and sign in to your account.
Find the terms and conditions, which are usually linked from the account area, the help section or the bottom of the home screen.
Search the terms for words like protection, customer funds or insolvency.
Note the rating (not protected, medium or high) and how the operator says it is achieved.
If the wording is unclear, ask the operator’s support team to confirm the rating in writing.
Decide how much balance you’re comfortable leaving in the app based on that rating.
Operators rated not protected must also show your balance in the six-monthly reminder and ask you to acknowledge it. If you see one of these prompts, treat it as a moment to review your transaction history and withdraw spare cash.
What customer funds protection means for a £200 app balance
Here is an illustration, not a real case. Say your account holds £200: a £120 cleared deposit, £60 of unpaid winnings and £20 of loyalty value that has turned into cash. All £200 counts as customer funds.
Illustration: one £200 balance under each rating
Rating
Where the £200 sits
Outcome if the business fails
Not protected
Mixed with company money
Treated as a company asset; you may get little or nothing
Medium protection
Covered by a safeguard such as insurance
Depends on the safeguard; not certain
High protection
In a trustee-controlled, audited account
Best placed to be returned, but not guaranteed by the Commission
The practical lesson is that the safest balance is a small one. If you withdraw the £60 of winnings and leave only what you plan to use, the amount at risk under any rating drops straight away.
Also remember the money you keep in the app is still exposed to the house edge whenever you play. On a slot returning 96%, every £100 staked has an expected cost of £4 (£100 × 4%). Protection ratings deal with insolvency, not with losses from play.
Other UK rules that protect your casino app balance
Customer funds protection works alongside several other rules about your money. Together they decide when you can take cash out and what an operator can’t do with it.
Withdrawing your deposit balance: Commission guidance says you can withdraw your deposit balance at any time, even with a bonus active, and you can’t be made to meet wagering on your own money.
No confiscation of un-staked deposits: money you deposited but haven’t staked remains yours, except where a general regulatory duty applies.
Inactivity: an operator can’t confiscate funds for inactivity. A reasonable fee is allowed only once an account is dormant, must be in the terms, and needs at least 30 days’ notice.
No cancelling withdrawals: our page on the reverse withdrawal ban explains why you can’t be offered the option to cancel a cash-out.
ID checks: the rules on identity checks before you play stop operators demanding at withdrawal what they could have asked for earlier.
If a dispute about your balance goes wrong, the route is the operator’s complaints process, then an independent adjudicator. Our page on complaints and ADR rules sets out the eight-week timeline.
What customer funds protection does not cover
The rating is narrow by design. Knowing its limits stops you reading more into it than is there.
It doesn’t protect you from losing money by gambling. That cost comes from the game’s house edge.
It doesn’t set a level every operator must reach. Not protected is a legal rating as long as it is disclosed.
It doesn’t cover unlicensed sites. An offshore app with no Commission licence gives you none of these protections; our guide to spotting an unlicensed casino app explains the warning signs.
It doesn’t automatically cover bonus funds still subject to wagering, because those aren’t on the Commission’s list of customer funds.
It doesn’t extend to Northern Ireland as a matter of Commission jurisdiction, because the Commission regulates Great Britain.
The disclosure duty itself is long-standing. These are the dated changes that affect how it reaches you through an app.
Key dates for customer funds rules
Date
Change
1 November 2014
Licensing for remote gambling moves to where the customer is, so any operator serving British players needs a Commission licence and its conditions
31 October 2025
Operators rated not protected must remind customers every six months, stating the balance, with acknowledgement required
29 July 2026
Current online version of the LCCP takes effect
The 2014 date matters because it brought overseas-based operators under Commission conditions, including 4.2.1. Before then, an app run from abroad might not have had to disclose anything to British customers.
How to check an operator before trusting it with your balance
A rating only means something if the operator is genuinely licensed. Check the licence first, then the rating.
Find the operator’s company name and Commission account number in the app’s terms or footer.
The three partner apps below are licensed by the Gambling Commission, so condition 4.2.1 applies to each of them. We haven’t confirmed which rating each operator uses; check the funds section of the terms before your first deposit. All offers are for 18+ new customers and terms apply.
Coral Casino: runs 1 October 2026 to 1 February 2027. Deposit (certain types excluded) and bet £10 or more on slots to get 100 free spins at 10p each on selected games, worth £10 at face value. Accept within 48 hours; spins last 7 days; no wagering on free spin winnings. Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards don’t qualify.
Ladbrokes Casino: deposit and spend £10 or more on slots to get 50 free spins a day for your first 10 days (maximum 500 at 10p each, up to £50 at face value) on selected games. Claim before 23:59 each day; spins last 7 days; no wagering. Prepaid cards, PayPal, Paysafe, Neteller, Skrill and Moneybookers deposits don’t qualify.
PlayOJO: first deposit of at least £10 gets 80 free spins on Big Bass Bonanza at 10p each (£8 at face value), with no wagering and winnings paid in cash. New UK customers only, excluding Northern Ireland; can’t be combined with other offers and only available through the designated offer link.
These are slot offers only. Table and live games are typically excluded, and the house edge still applies to every spin. Compare more options on our UK licensed casino apps list.
We haven’t checked which protection rating each partner uses, so read the funds section of the terms in the app before you deposit. 18+, terms apply.
Coral and Ladbrokes are both run by LC International Limited (Entain). If you already hold an account with one Entain brand, you may not be able to open another; check the terms first.
Significant terms: 18+. New players only. Offer runs 01/10/2026 to 01/02/2027. Deposit (certain types excluded) and bet £10+ on slot games to get 100 free spins (selected games, £0.10 each, 48 hrs to accept, valid 7 days). No wagering on free spin winnings. Deposits by Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards do not qualify. Restrictions and T&Cs apply. GamCare.org.uk
Read our Coral app reviewLicence: LC International Limited, Gambling Commission account 54743. Offer checked 5 October 2026.
Time limitClaim daily for 10 days; each batch valid 7 days
Worked valueUp to 500 spins at £0.10 (up to £50 in spins)
Significant terms: 18+. New customers only, from 14/11/25 until further notice. Certain deposit methods excluded. Deposit and spend £10+ on slots for 50 free spins a day during the first 10 days after first deposit and registration (max 500, £0.10 each, selected games, claim before 23:59 each day, valid 7 days). No wagering. Prepaid cards, PayPal, Paysafe, Neteller, Skrill and Moneybookers deposits do not qualify. Restrictions and T&Cs apply. GamCare.org.uk
Read our Ladbrokes app reviewLicence: LC International Limited, Gambling Commission account 54743. Offer checked 5 October 2026.
Significant terms: 18+. New UK customers (excluding Northern Ireland). First deposit only. Minimum deposit £10. 80 free spins on Big Bass Bonanza, £0.10 each. No wagering requirements; winnings paid in cash. Cannot be used with any other offer. Only available to players who arrive through the designated offer link. Full T&Cs apply. GamCare.org.uk
Read our PlayOJO app reviewLicence: Skill On Net Limited, Gambling Commission account 39326. Offer checked 5 October 2026.
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.
Frequently asked questions
What is customer funds protection in gambling?
Customer funds protection is the Gambling Commission rule requiring licensed operators to tell you how safe your account balance is if they go bust. Each operator states a rating of not protected, medium or high protection in its terms and explains how it achieves it. You must acknowledge this before your first deposit is used. The rule is about honest disclosure rather than forcing a minimum level, so read it before choosing where to hold money. See our UK rules hub for related protections.
Is my casino app balance protected if the company goes bust?
It depends on the rating the operator has disclosed in its terms. Under not protected, your money counts as a company asset in insolvency and you may not get it back. Medium protection adds safeguards such as insurance, and high protection uses a trustee-controlled, audited account. The Commission notes that even segregation doesn’t guarantee full repayment. Keeping a small balance and withdrawing winnings promptly is the simplest way to limit your exposure; our withdrawal guide explains the steps.
Where do I find a casino app’s funds protection rating?
The rating is in the operator’s terms and conditions, and you acknowledged it before your first deposit was used. In the app, open the terms, which are usually linked from the account or help area, and search for protection or customer funds. If it isn’t clear, ask support to confirm the rating in writing. Our guide to casino app terms and conditions explains how these documents are laid out and what else to look for.
What does high protection mean for my money?
High protection means your money is held in a separate account controlled by an independent trustee and checked by an external auditor. It is the strongest of the three ratings because the operator can’t treat the money as its own. Even so, the Commission doesn’t describe it as a guarantee, and segregation alone may not return every pound. It is still worth keeping balances modest. Our page on checking whether an app is licensed covers the first check to make.
Why did my casino app ask me to confirm my balance?
You were probably shown the six-monthly reminder that applies to operators rated not protected. Since 31 October 2025, those operators must remind customers every six months, state the balance held and ask for an acknowledgement. It is a prompt to think about whether you need that much money sitting in the account. Checking your transaction history and withdrawing what you won’t use soon is a sensible response.
Are bonus funds covered by customer funds protection?
Bonus money still subject to wagering isn’t on the Commission’s list of customer funds. That list covers cleared deposits, unpaid winnings and loyalty bonuses that have crystallised into withdrawable value. So don’t assume an active bonus balance has the same protection as your own cash. Once wagering is complete and the money becomes withdrawable winnings, it falls into the unpaid winnings category. Our explainer on the 10x wagering cap covers how bonus funds work today.
Does deleting a casino app affect my protected balance?
No, deleting the app doesn’t touch your balance or its protection rating. Your account and the money in it are held by the operator, not stored on your phone. You can reinstall the app or log in on the website and the balance will still be there. If you want to stop using an operator completely, withdraw your money first and then close the account; our guide on closing a casino account explains the order to do it in.
Do UK customer funds rules apply in Northern Ireland?
The Gambling Commission regulates gambling in Great Britain, so its licence conditions, including funds disclosure, are framed for British customers. Northern Ireland has its own gambling law built around a 1985 Order, with no full framework for online gambling. If you live in Northern Ireland, read an operator’s terms carefully and check what it says about your account. Our page on Northern Ireland gambling law explains the differences in detail.
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