Glossary

Alternative dispute resolution: a free, independent service that examines information from both the customer and the business after the eight weeks have passed.

Used in: Identity checks and withdrawals: the condition, the guidance and the scope, Build a complaint record for a delayed casino withdrawal

The operator's approval of the request. An approved request still depends on the bank's processing, so it is not the same as money received.

Used in: How do William Hill card withdrawals work? A document review

An Acquirer's Reference Number, used by a bank to trace a card transaction.

Used in: How do William Hill card withdrawals work? A document review

The Commission's customer identity verification condition, including its rule on withdrawal-stage demands that could reasonably have been made earlier.

Used in: An identity check and a source-of-funds request answer different questions

The point at which the business states it can take the complaint no further, which can end its process before eight weeks.

Used in: Build a complaint record for a delayed casino withdrawal

A UK payment scheme run by Pay.UK, which states that it is available day and night, 365 days per year, for real-time payments of up to £1m.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say

The business's written last word on the complaint, with its referral information.

Used in: Build a complaint record for a delayed casino withdrawal

Verification of a customer's name, address and date of birth, which licence condition 17.1.1 requires before that customer is permitted to gamble.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say, Identity checks and withdrawals: the condition, the guidance and the scope, An identity check and a source-of-funds request answer different questions

An industry shorthand for know-your-customer work. The Commission's own documents describe it as customer identity verification, and that is the wording used here.

Used in: Identity checks and withdrawals: the condition, the guidance and the scope

The Licence Conditions and Codes of Practice, the rulebook the Gambling Commission attaches to every operating licence.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say

A binding rule inside the LCCP that an operator must follow to keep its operating licence.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say

A licence condition is a rule attached to an operating licence. Condition 17.1.1 is the one requiring customer identity verification before a customer is permitted to gamble.

Used in: Identity checks and withdrawals: the condition, the guidance and the scope

Deposits minus withdrawals. With several methods, William Hill describes trying the one with the greatest net deposit.

Used in: How do William Hill card withdrawals work? A document review

A documented stop on the complaints clock while the customer has not engaged; the clock resumes where it stopped.

Used in: Build a complaint record for a delayed casino withdrawal

The link between the person and the payment instrument or account that sent the money.

Used in: An identity check and a source-of-funds request answer different questions

The bank or wallet network that carries the money after the operator releases it. Its transit time is a separate clock this worksheet does not estimate.

Used in: An identity check and a source-of-funds request answer different questions

A search for a released payment along its route, using the reference appropriate to that route.

Used in: Build a complaint record for a delayed casino withdrawal

A request the operator has received but not completed. Additional checks can extend a pending request.

Used in: How do William Hill card withdrawals work? A document review

A proposed resolution of the dispute; this article does not tell you to accept one or waive any rights.

Used in: Build a complaint record for a delayed casino withdrawal

A separate request about where money came from, made under anti-money-laundering obligations rather than under the identity condition.

Used in: Identity checks and withdrawals: the condition, the guidance and the scope, An identity check and a source-of-funds request answer different questions

The amount put at risk in a particular bet.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say

The bank or payment scheme that moves money once the operator has released it.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say, Identity checks and withdrawals: the condition, the guidance and the scope

The route the page uses for compatible withdrawals of £10,000 or less. A compatible card and supporting bank are required, and funds return to the card used for the deposit.

Used in: How do William Hill card withdrawals work? A document review

A request to transfer eligible funds out of an account through a supported method.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say, Identity checks and withdrawals: the condition, the guidance and the scope, How long do casino withdrawals take? What ten UK operators publish, and which clock each window measures, Build a complaint record for a delayed casino withdrawal

Days on which banks are open, which excludes weekends and public holidays, so a window counted this way runs longer than the same number of calendar days.

Used in: Withdrawal clocks: the operator's clock, the bank's clock, and what the terms say