Casino Closed My Account: Reasons, Money and Reopening

Locked, suspended or closed: three different things

The casinos use the words precisely even when players do not. Monopoly Casino uses its closure page to note, "A locked account is different from a closed one."

State	What it means	Your money	Typical fix
Locked	A security stop after failed logins. Monopoly: "usually caused by too many incorrect login attempts". BetMGM locks after ten wrong passwords; BetVictor after "several failed login attempts".	Untouched	Reset the password, or at BetVictor "Wait 24 hours for the block to expire"
Suspended or restricted	A hold while the casino checks something: identity, a payment method, a safer-gambling concern, or a suspected breach. Sky's list runs from "unable to properly verify you" to "a debit card to your account that is not registered in your own name".	Frozen. Sky: "Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the Account."	Answer the email, send the documents, or talk to the safer-gambling team
Closed	The account is shut, by you or by the casino. Some closures are temporary and reopenable, some are permanent.	Paid back, with exceptions set out below	A reopening request, where the reason allows one

The first step to address any of the three states is to review the email. From LiveScore, "In most situations, we'll have contacted you to explain why your account is closed." Monopoly, "In most cases, we will contact you by email to explain why and what steps, if any, are needed to resolve this". Sky says to "check all currently active e-mail addresses that you hold." If there is no email, every closure page in the casinos evaluated in this article ends the same: you must contact customer support and ask.

The six reasons a casino closes an account

The ten casinos' pages and terms collectively name six causes. Of these, the outcome for the balance and the option to re-open the account is determined.

1. Verification never completed LiveScore: "If these initial checks have failed, your account may be suspended." Sky: the account is suspended if "we are unable to complete verification". Reopenable once the documents are in. Our bank statement guide covers what to send.

2. A second account BetMGM: "Having multiple accounts is against our terms and conditions and would therefore lead to your account being closed." Sky reserves "the right to close Your Account(s), to void winnings, and to retain the positive balance on Your duplicate Account(s)". MrQ: a duplicate "may result in the permanent closure of your main account".

3. Self-exclusion, GAMSTOP or GamProtect Your own exclusion, a GAMSTOP match, or a GamProtect notice from another operator. Monopoly on the last: "Your account with us was closed because we received a notification through the GamProtect scheme that you have been registered by another gambling operator."

4. A safer-gambling concern BetMGM restricts accounts after "concerning or worrying statements" in chat, or when it is "awaiting further information" and cannot reach you. Its safer-gambling team can also impose a "forced self-exclusion" with an end date sent by email.

5. A prohibited activity Depositing from someone else's or a business account, a VPN, being under 18, bonus abuse. BetMGM: "Using someone else's account is in violation of these Anti-Money Laundering requirements." Underage play means it will "immediately and permanently close the account".

6. A commercial decision Sky and Paddy Power use the same sentence: "if we have closed your account for commercial/business reasons you will have received notification of this and we are unable to reopen your account." Sky's terms reserve the right "to close Your Account at any time without advance notice".

What the licence says about closures

Two provisions are especially relevant. One mandates that casinos close the accounts and refund the money. The other determines the location where a closure complaint can be filed.

"Licensees must close any customer accounts of an individual who has entered a self-exclusion agreement and return any funds held in the customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still accepting wagers from them."

Gambling Commission, LCCP social responsibility code 3.5.3

BetMGM's self-exclusion clause offers refunds which makes it the only closure type to do so. BetMGM informs players that "Pending bets will settle as usual and winnings will be credited to your account. You can withdraw these winnings during your self-exclusion period by contacting our customer support team."

The second rule is a restriction on the dispute route. In the Commission's complaints guide, "closure of your account" is cited as a complaint against a casino, and complaints take the typical eight-week timeframe. However, IBAS, the adjudicator that follows, does not accept "Complaints about bets that were never processed/refused or accounts that are restricted or closed thereby denying the customer the opportunity to place a bet". The one exception that matters is: "where a customer is complaining that their account has been closed and bets or transactions that have previously been accepted have later been cancelled unfairly, would fall within the IBAS remit". The closure of an account is within the rights of the casino. However, a closure that contains a swallowing of a balance is a dispute and our article on what to do if a casino won't pay out takes it from there.

Sapphire ledger with a gold padlock: what happens to a balance when a casino closes an account

Your balance, your open bets, your pending withdrawal

As a general rule, the balance of a closed account is returned to the player. The exceptions are few and far between and are clearly stated by the casinos.

Sky's suspended accounts page outlines the default expectation and exceptions together in the best possible way: "Any balance in your Account at the time of any closure by us will be paid back to you, except where: You have engaged in illegal activity; We determine that you have participated in any Prohibited Activities." Its terms state the specific mechanics of the exception: in such cases, the casino "may withhold all or part of the Account balance and/or recover from Your Account deposits, pay-outs, bonuses, and/or any winnings (if/as applicable) that are attributable to those Prohibited Activities."

Bets placed before a suspension keep running. Sky: "Bets will continue to run while your account is suspended." In the event you are cleared of wrongdoing, "any winnings will be added to your balance for use"; otherwise, Sky reserves the right "to void all bets/cancel your winnings".
Pending withdrawals depend on the reason and the stage. BetMGM: "If you initiated the closure yourself while a withdrawal was pending, it may still go through. However, if your account has been closed due to a violation of the terms of service, the pending withdrawal might be cancelled." One that has already been approved "is more likely to go through even if your account closes".
Voluntary account closures do not result in a balance loss. MrQ: "any remaining balance stays on your account and isn't lost." Balances "between £1 and £9.99" are refunded on request; "Balances of 99p or less aren't refunded in line with our Terms and Conditions." Their advice is simply to withdraw any balance before closing your account.
Violating self-exclusion forfeits the lot. For Monopoly, playing during a self-exclusion means "the operator reserves the right to void any winnings and withhold deposits, as to refund stakes that have been lost would be deemed a perverse incentive to gamble." Self-exclusion clocks reset to the last day the player was active.

Behind this, there is the question of whether money exists if the casino goes bankrupt. The Commission's guide says, "Money staked or deposited with a gambling business is not protected by the Commission or government the way that personal bank accounts are." Each casino is obliged to publish an evaluation, and since 31 October 2025, one with the rating of "not protected" must notify the customer every six months. The ten evaluate as follows:

Casino	Published rating	In the casino's words
BetVictor, Coral, Paddy Power	High	Coral's UK terms: customer funds "would not, in the event of our insolvency, form part of our assets. This meets the Gambling Commission's requirements for the segregation of customer funds at the level: high protection." Paddy Power's terms use the same "high protection" rating.
Betfred, LiveScore Vegas, Monopoly Casino, MrQ, NetBet, Sky Vegas	Medium	Monopoly: balances are safeguarded "in a separate bank account (a client account) that is independent from all of our corporate and operating accounts", and "while protection of your funds is not absolutely guaranteed, you would be entitled to claim monies from this account." NetBet's terms: "All arrangements have been made to ensure Player funds in these accounts are distributed to Players in the event of insolvency or bankruptcy", at the "Medium protection" level. Sky: "there is no absolute guarantee that all funds will be repaid."
BetMGM	Not on its help pages	The rating is shown in the terms you acknowledge on your first deposit, which is where licence condition 4.2.1 requires it.

Casino closed my account: reopening at all ten

Each of the casinos here that publishes a route makes you ask a person. None of them lets you reopen from the login page. The last column of the table has the casino's own list of closures that they will not reverse.

Casino	Route	Wait	Will not reopen
Betfred	Not published	Not published	Not published
BetMGM	"please contact our customer support team", by live chat or email	Not stated	A permanent self-exclusion: "Your account cannot be reopened." A forced self-exclusion only after the end date in the email.
BetVictor	Request reactivation after a self-exclusion "in line with our account policy"	Locked accounts clear in 24 hours	Dormant accounts: "Dormant accounts cannot be reopened. Register a new account using a different email address."
Coral	Recover the account from the login page; otherwise contact support	Not stated	Not stated. Since 1 July 2026 no new accounts across Coral, bwin, PartyPoker or Sportingbet if you already hold one.
LiveScore Vegas	"You cannot reopen a closed account yourself." Support reviews the case. After GAMSTOP, by phone only on 0808 196 7705.	24-hour review after a self-exclusion, and you can withdraw the request during it	Anything closed for self-exclusion or responsible gambling until "the self-exclusion period or any agreed time limit has fully expired"
Monopoly Casino	"All account reopenings are handled via Live Chat." A cool-off lifts itself.	Cool-offs run 1 day to 6 weeks and cannot be cut short; self-exclusion reopenings get a 24-hour review	A GamProtect closure: "we are unable to reopen your account", only the registering operator can
MrQ	Contact the Player Experience team from the registered email	"usually get your account up and running again within 24 hours"	Duplicate accounts, prohibited activities, self-exclusion during the period, and "If you asked us to close your account permanently, that decision is final"
NetBet	Closure is by email to uk-support@netbet.co.uk; reopening is not published	Not published	Not published
Paddy Power	"Reopen Your Account Chat"	Not stated	Closures "for commercial/business reasons"
Sky Vegas	"Reopen Your Account Chat"; suspended accounts have a separate "Suspended Chat" that may ask for ID	Not stated	Commercial closures, and repeat closers: "in instances of multiple account closures/re-openings, we reserve the right to refuse the re-opening of an account"

The self-exclusion rows deserve one more line. Both Monopoly and LiveScore run a 24-hour review and both allow customers to withdraw the exclusion request during the review, which is the safer-gambling design working as intended. If your exclusion was through GAMSTOP and not the casino, GAMSTOP's process comes first. Our GAMSTOP guide explains the seven-day wait and the reminder call that follows.

Dormant accounts and the fees that follow

A closure you never asked for tends to be dormancy. The account is quiet, the casino sent an email to the old email, and a fee has been established. Every casino manages the clock, the fee, and the communication differently.

Casino	Dormant after	Fee	Notice and what happens next
BetMGM	365 days without activity	£5 a month from 3 September 2025, "only be deducted from your existing account balance if your balance is over £1"	Email "around 30 days before your account reaches dormant status". At £0 for a further 2 years, the account is closed. Logging in stops the fee.
BetVictor	396 days	£5 a month, starting 30 days after it contacts you, and only if there is a balance	It first tries to "return your balance to your last used payment method". After 5 years the account is anonymised; you "can still request your funds at any time".
Coral	13 consecutive months without a cash wager	£3 a month, only if it could not cash you out, and "You can request the reimbursement of any inactive account fees"	Email when the account turns inactive; an attempt "to cash out any balance in your account to your last known payment method"; the fee starts 30 days after a further notice. "No funds will be taken from your bank account."
Sky Vegas	24 consecutive months	None	At least 30 days' notice before funds are reclassified; "Your rights to the funds in your dormant account will remain unaffected"; deleted after 7 years of inactivity. Logging in reactivates it.
MrQ	Never	None: "we do not apply any inactive or dormancy fees"	The account stays open.
Paddy Power	Not applied	None, per clause 21.6 of its terms	The account stays open.
NetBet	"twelve (12) consecutive calendar months" without logging in	£5 a month, but only after it has tried to repay a balance of £1 or more to your last payment method and "30 days after those attempts" a balance remains	"We will always use all reasonable endeavours to notify you before your Account becomes an Inactive Account and before any fee is deducted". Poker points are forfeited on inactivity.
Betfred, LiveScore Vegas, Monopoly Casino	No dormancy clause located on a public page	Not published	Not published

Two unique points are worth mentioning. BetVictor claims a dormant account "cannot be reopened", giving their 396-day provision the highest level of impact. Additionally, Coral is the only casino on this list whose page offers to pay you out before any fee starts, and then refund the fee if requested.

Sister brands and shared closures

Several of the ten sit within groups that share a single licence, and a closure or exclusion at one brand impacts the remaining brands.

Monopoly sits with "Jackpotjoy, MONOPOLY Casino, Virgin Games, Rainbow Riches Casino, Double Bubble Bingo and Bally Bet Sports & Casino". Their closure notice states that "your closure may be linked to an account you hold on one of our other sites" and that an enquiry regarding closure on all sites will suffice.
BetMGM runs on the LeoVegas Gaming licence with LeoVegas, BetUK, Pink Casino, SlotBoss and 21.co.uk. It should be noted a self-exclusion means "you will not be permitted to open new accounts on any sites operating on the LeoVegas Gaming PLC licence". In addition, mandatory deposit limits are shared across all of these sites.
Coral shares a licence with bwin, PartyPoker, and Sportingbet. Since 1 July 2026, customers are prohibited from opening new accounts across the brands that operate under the same licence. However, customers will be able to keep accounts opened prior to this date.
Sky Vegas is one of Sky Betting and Gaming's brands, and self-exclusion obtained through the Sky tool covers all of the other brands.
BetMGM describes GamProtect as crossing group lines. If a player tells any of the participating operators that they have a gambling problem, that player is added to the register. Other participating operators "proceed to close their account", and that entry is relevant for "an initial 5 years, during which they cannot remove themselves".

What to do when a casino closes your account

The order matters. The reason and the money must be determined before the state and the reopening.

The closure email must be located, including spam. Every closure page states that the reason was sent. If this was not done, ask support to give the reason in an email. This serves as the written reason on which any future complaints are built.
The correct word must be confirmed. Locked is cleared by entering the password or by self-unlocking. Suspended is typically about a missing document. Closed indicates a decision. Sky, BetMGM and Monopoly all have distinct pages for each of the states.
The balance must be checked first. BetMGM states that customers should reach out to support "as this determines how remaining balances are handled". If a withdrawal was pending, check what stage it was in.
The suspension is over once the casino receives the requested documents. For the source of funds version, check our affordability checks guide for further details.
If funds are being held, complain to the casino. For complaints regarding cancelled transactions or a withheld balance, contact the adjudicator after eight weeks from submitting a complaint to the casino's complaints procedure. For a self-exclusion that the casino failed to honour, the Commission requests a regulatory complaint rather than a dispute.
To stop the marketing. BetMGM stated that offers stop within 48 hours of a break or closure, but partner emails need their own opt-out. Deals that continue to be sent after an exclusion should be kept as evidence.

Daily prizes and a closed account

Daily free games live inside the account. Close it and the streak ends; suspend it and the prizes you had already won sit with the balance.

LiveScore's Daily Free Game requires you to have funded the account once and been verified. Therefore if your account is under verification and you are unable to withdraw it, you lose the right to play Daily Free Game. Monopoly's promotional terms state prizes are retained, even if the promotion was withdrawn at the time. However, an account closed for a prohibited activity loses the balance that the prizes were paid into.

The best practice is to withdraw prize winnings as they come rather than accumulating them. For example, a balance of £8 at MrQ or £4 at Monopoly is less than the withdrawal minimum, and MrQ explicitly states that, once closed, balances less than £10 will be refunded upon request. The casinos on our fast withdrawal list are ranked according to how quickly small balances are processed. On our existing-customer offers list, the daily prize schemes are marked according to whether the prize is awarded in cash or as a bonus, which ultimately dictates whether it is processed upon closure.

Sources for this guide

Every figure is attributed to at least one of the documents. Casinos and regulators change them without warning, so be sure to check the live page before using the figures.

Gambling Commission, LCCP social responsibility code 3.5.3: Self-exclusion, licence condition 4.2.1: Disclosure to customers, What happens to your money if a gambling business goes bust and Complain about a gambling business.
IBAS, What IBAS does not cover: closed and restricted accounts, and the cancelled-transactions exception.
Sky Vegas help: My account is suspended, Reopen a closed account, Dormant Accounts and the General Terms and Conditions, sections 4, 18, 19 and 20.
BetMGM help centre: Why am I unable to access my account?, Why is my account restricted and how to reopen it?, What happens if I don't use my account for a year or longer?, How to close your BetMGM account, How to close your account due to gambling addiction, I am on a break, why do I receive promotional material? and What is GamProtect and how to use It.
Monopoly Casino help centre: Why has my account been closed?, How do I close my account?, How to reopen or reactivate my account?, Can I reopen an account after a Self-Exclusion? and What is GamProtect?
LiveScore Bet help centre: Why is my account closed?, How do I reopen my account?, How do I close my account?, Can I reopen an account once it's self-excluded via GAMSTOP?, Protection of your funds and Daily Free Game.
MrQ help centre, Account access: closing, balances after closure and the reopening rules.
BetVictor help centre: Account access and security, Dormant accounts and Account management.
Coral help: Does Coral charge inactivity fees? and Opening, closing and reopening.
Paddy Power help centre, Reopen a closed account, and its General Terms and Conditions, clauses 7.7 and 21.6.
NetBet help centre, How can I close my NetBet account?, and NetBet's Terms and Conditions, sections 8 and 17.
Monopoly Casino help centre, Protection of Your Account Funds; Coral help, General Terms and Conditions (UK), clauses 8, 9, 14 and 15.

18+

If the closure came from a self-exclusion, GamProtect or a safer-gambling team, it was done to protect you, and the 24-hour review that comes before any reopening exists so that a difficult night does not undo it. GamCare's advisers will talk it through before you make the call.

GamCare, 0808 8020 133 GambleAware GAMSTOP Our safer gambling page

Casino closed my account: what happens to the money