You submitted your withdrawal request and everything looked normal until the status changed to "under review". There's been no further explanation, and support has given you a generic response about timelines. What you need to know is whether this is routine or whether something more substantive is happening.
The answer depends on the type of review triggered. Bookmakers run several distinct compliance processes, and they all produce the same "under review" status, even when they are very different in nature. Understanding which you are dealing with is what determines your next move.
What "Under Review" Actually Covers
A withdrawal review is not a single process. There are at least four distinct scenarios that produce the same status message, each with a different cause and a different path to resolution.
Standard Identity Verification
Your account has not yet completed full KYC. Most bookmakers allow deposits and smaller withdrawals with partial verification, but larger withdrawals trigger a complete identity check. This is routine and resolves quickly once you submit the required documents, typically photo ID and proof of address.
Source of Funds (SOF) Check
AML regulations require bookmakers to verify that funds in high-value accounts originate from legitimate sources. This is triggered by withdrawal amounts, account lifetime value, or turnover thresholds. It requires more documentation (payslips, bank statements, or business accounts) and takes longer to resolve.
Account Activity Review
The bookmaker has flagged your account for behavioural review, typically because your profitability or betting patterns have crossed an internal threshold. This is distinct from compliance checks; it's a commercial decision review. The outcome may include restriction or closure alongside the withdrawal, once funds are released.
Fraud or Policy Violation Screening
In rarer cases, a review is triggered by a suspected rule violation: multiple accounts, unusual device patterns, or a bet flagged for voiding. This is the most serious category and requires direct written engagement with the bookmaker's compliance team. Keep all communications documented.
What Happens During a Compliance Review
When a bookmaker initiates a withdrawal review, your withdrawal request is typically held in a queue managed by their compliance or KYC team rather than their standard payments team. This is a different department with different authority; customer support often cannot give you a specific update. They are waiting for compliance to complete their assessment and return a decision.
In most regulated markets, the bookmaker is required to communicate the reason for a delay if you request it in writing. Asking customer support for "a specific written explanation of the reason for the review and an estimated completion date" is a reasonable and documented request. If they cannot provide this, escalating to their compliance email directly is appropriate.
| Review type | Typical duration | Documents needed | Next step if unresolved |
|---|---|---|---|
| Identity (KYC) | 24–72 hours after submission | Photo ID, proof of address | Chase KYC team directly |
| Source of funds | 5–15 business days | Bank statements, payslips, tax return | Confirm receipt; escalate to compliance |
| Account activity review | 5–21 business days | May not be requested; internal review | Written request for explanation; regulator if needed |
| Policy violation screening | Indeterminate | Depends on suspected violation | Formal written response; ADR provider if unresolved |
The Mistakes That Extend the Review
The fastest way to extend a withdrawal review is to give the bookmaker additional reasons to look at your account. Repeated complaints through social media, opening a second account at the same operator, or attempting to cancel and resubmit the withdrawal request are all actions that create additional flags. Customer support staff have limited ability to influence compliance decisions, but they can add notes to your file that affect how the review team perceives the situation.
Equally damaging is submitting incomplete or partially legible documentation. A single unclear document in an otherwise complete submission can restart the verification clock. Prepare all documents carefully before submitting (everything cropped correctly, all four corners visible, all text legible) and submit as a complete package in a single message.