A bet365 customer has told GamblingNews.uk that the operator is sitting on his winnings from England’s Round of 16 win over Mexico, more than a week after the match finished. The bettor, who put roughly £8,000 on the game, says he still hasn’t seen a penny of the payout he was expecting.
The match itself delivered enough drama to justify a big-money bet. England went 2-0 up inside two second-half minutes thanks to a Jude Bellingham double, only to have Jarell Quansah sent off and watch Mexico claw back through Julián Quiñones and Raúl Jiménez.
A Harry Kane penalty in the closing stages was enough to see England through 3-2 in Mexico City, setting up a run that has since taken them all the way to Wednesday’s semi-final against holders Argentina in Atlanta.
For a punter sitting on a winning ticket, that should have been the end of the story. Instead, he says bet365 flagged his account for a responsible gambling review the moment he tried to cash out — a check he claims had never once been applied in two years of betting with the firm, including a stretch in which he lost more than £20,000.
The operator then asked him to hand over bank statements and other proof of income, framed as a way of confirming his finances could support his level of staking. According to the customer, that request only ever materialised after a big win, never during the period he was depositing and losing money regularly.
It’s a complaint that comes up often among UK gamblers. Affordability checks exist for legitimate reasons under Gambling Commission rules, and operators can lawfully ask for financial information when they spot signs of harm: unusually large stakes, chasing losses, erratic account activity. But bettors and campaigners regularly argue the checks land at suspiciously convenient moments — specifically, right when a big payout is due — rather than during the losing streaks that would actually indicate a problem.
Once bet365 requests documentation, the customer’s funds stay frozen with no clear deadline for a decision, and the operator’s terms give it wide latitude to ask for verification at any point in the relationship. That combination leaves customers with little recourse in the short term, even when the timing raises obvious questions.
In this case, the documents didn’t help. Bet365 reviewed the proof of income the punter submitted and concluded his earnings didn’t justify a bet of that size, and the payout was refused.
He now says he plans to take the dispute to the Independent Betting Adjudication Service. Bet365 has not responded to a request for comment by GamblingNews.uk.
Meanwhile, the team at the centre of the disputed bet marches on: Thomas Tuchel’s side face Argentina in Atlanta on Wednesday 15 July (8pm BST) for a place in Sunday’s final against the winner of France v Spain — a repeat of the 2002 World Cup meeting between the two sides, and England’s first World Cup semi-final appearance since 1990.
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