Money left in a gambling account does not have the same Commission or government protection as money in a personal bank account. Keeping customer money separately does not, by itself, guarantee repayment if the business becomes insolvent. This guide covers customer accounts with Gambling Commission-licensed online casino and betting businesses serving Great Britain. [Commission overview](https://www.gamblingcommission.gov.uk/public-and-players/guide/what-happens-to-your-money-if-a-gambling-business-goes-bust).
What the three protection labels mean
The business assesses its arrangements and applies the relevant label. The label must not be presented as the Commission's approval of that business's protection level. [Ratings guidance](https://www.gamblingcommission.gov.uk/guidance/customer-funds-segregation-disclosure-to-customers-and-reporting/the-customer-funds-insolvency-ratings-system).
- Not protected: money can be kept in a separate account yet still count as the business's assets if it becomes insolvent. Segregation alone therefore provides no insolvency protection. [Meaning of segregation](https://www.gamblingcommission.gov.uk/guidance/customer-funds-segregation-disclosure-to-customers-and-reporting/the-customer-funds-insolvency-ratings-system).
- Medium protection: the business has additional arrangements, such as insurance, intended to return customer funds if it fails. Repayment is still not guaranteed. [Medium protection explained](https://www.gamblingcommission.gov.uk/public-and-players/guide/page/if-your-money-has-medium-protection).
- High protection: funds sit in a formal trust legally and practically separate from the business, with checks and controls through an independent trustee or external auditor. [High protection explained](https://www.gamblingcommission.gov.uk/public-and-players/guide/page/if-your-money-has-high-protection).
An account balance and an open bet are different
Customer funds include deposited money that has not been staked and winnings owed to you or left in the account. Money already staked on an event that has not yet happened is an open bet and falls outside the business's customer-funds protection arrangements. [What counts as customer funds](https://www.gamblingcommission.gov.uk/public-and-players/guide/page/information-on-customer-funds-your-money).
What the business must tell you
Its terms must explain whether customer funds have insolvency protection, the level and how it works. Written information must be acknowledged before funds can be used to gamble, on the first deposit and the first subsequent deposit after a change to those terms. [Licence condition 4.2.1](https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/4-2-1-disclosure-to-customers).
Since 31 October 2025, the online casino and betting businesses covered here must also send a reminder every six months to customers whose money they hold under a not-protected rating. It must state the amount held and require acknowledgement before those funds can be used for gambling. [Reminder requirements](https://www.gamblingcommission.gov.uk/guidance/customer-funds-segregation-disclosure-to-customers-and-reporting/advice-on-implementing-licence-condition-4-2-1-disclosure-to-customers).
Practical checks for your own records
- Find the customer-funds or insolvency section in the terms. Note the stated protection level and the arrangement behind it.
- Keep a dated copy of that wording, your account balance and any reminder. Record open bets separately.
- If the explanation is unclear, ask the business for a written explanation. A useful question is: does the arrangement only separate money, or also protect it from the business's creditors?
- Consider whether you want money left in the account, and request a withdrawal if you do not. Do not assume a protection label guarantees recovery after a business fails.