L&L Europe will pay £900,000 under a regulatory settlement after Britain’s Gambling Commission found that it unnecessarily delayed customer withdrawals and failed to meet other player protection requirements.
The decision, announced on October 21, concerns failures between October 2024 and October 2025. The operator runs seven websites, including All British Casino, CasinoCasino and Hyper Casino.
One Pending Cashout Blocked the Next Request
Customers could request only one withdrawal at a time. They then had to wait for that request to be authorized before submitting another. The Gambling Commission found this restriction unfair under the Consumer Rights Act 2015.
For some customers, the company also manually reviewed every fifth or tenth withdrawal. Those reviews led to requests for extra documents before payments could proceed, including information the operator could reasonably have collected earlier.
The applicable rules address that timing directly. A withdrawal request must not become the trigger for demanding information that could reasonably have been requested beforehand. Operators can still seek information needed at that point to satisfy a legal obligation.
Commission operations director Sue Young said customers should be able to access their winnings promptly, without obstacles created by unfair terms or checks left until the withdrawal stage.
Investigators Found Gaps in Player Protection
The review also found that alerts for possible gambling harm worked on some of the operator’s websites but were not activated across its entire portfolio. These included alerts relating to time spent gambling and failed deposits.
In one example, a customer made 84 unsuccessful deposit attempts in seven days because of insufficient funds, without the system identifying potential harm. Investigators also found weaknesses in how the company assessed whether its customer interventions were effective.
Its anti-money laundering controls relied too heavily on spending thresholds and scheduled sampling. The Commission said the approach did not adequately reflect individual customers’ risk profiles.
The Operator Says Its Controls Have Changed
The Commission’s public statement says L&L Europe amended its withdrawal process. Payments are now withheld only where a regulatory or legal requirement provides grounds for doing so.
Chief executive Chris Dalli told iGaming Expert that the company accepted responsibility and had revised its compliance procedures and player protection systems. The regulator acknowledged its cooperation, early acceptance of the findings and prompt corrective action.
The £900,000 payment replaces a financial penalty under the settlement. L&L Europe will also contribute toward the Commission’s investigation costs.
