When a player self-excludes or blocks themselves from an online casino, accessing account-related information—including a win/loss statement—can become more complicated. However, most online casinos are legally obligated to provide account history and financial records upon request, even after self-exclusion. This guide explores the step-by-step process of retrieving your win/loss statement, the legal rights you have as a player, and the different methods available to regain access to your account history while maintaining responsible gambling practices.
Understanding the Purpose of a Win/Loss Statement
A win/loss statement is an official record provided by an online casino that summarizes a player’s gambling activity over a specified period. This document is often used for tax reporting purposes, financial tracking, or assessing gambling habits. The statement typically includes:
- Total deposits made
- Total withdrawals processed
- Net winnings or losses
- Bet history and game activity
- Transaction records related to bonuses and promotions
Online casinos generate these statements upon request, but the availability and format may vary depending on the casino’s policies and jurisdictional regulations.
The Impact of Self-Exclusion on Account Access
Self-exclusion is a responsible gambling tool that prevents players from accessing their casino accounts for a specified period. Depending on the platform and regulatory body governing the casino, self-exclusion may range from temporary bans (weeks or months) to permanent restrictions. When a player self-excludes, they typically lose direct access to:
- The ability to log into their account
- Deposits and withdrawals
- Gameplay and betting activity
- Viewing account statements and financial history
However, self-exclusion does not erase financial records. Casinos are required to retain this data for legal and compliance reasons, making it possible for a player to request and obtain a win/loss statement.
Steps to Retrieve a Win/Loss Statement After Self-Exclusion
Since accessing the statement through the account dashboard is restricted after self-exclusion, players must follow alternative methods to request their financial records.
1. Contact the Casino’s Customer Support
The first and most effective step is to reach out directly to the online casino’s customer support team via:
- Email – Most casinos have dedicated support email addresses for account-related inquiries.
- Live Chat – Some casinos offer live chat support, which may be able to escalate the request to the appropriate department.
- Phone Support – If available, calling the customer service line can expedite the request.
When contacting customer support, provide the following details to speed up the request:
- Full name as registered on the account
- Username or account ID
- Registered email address or phone number
- Timeframe for the requested win/loss statement (e.g., last 12 months)
- Reason for the request (optional, but mentioning tax purposes may help)
2. Submit a Written Request via Email
If live support is unavailable, sending an email to the casino’s official support address is the next best option. A formal email should include:
Subject: Request for Win/Loss Statement – [Your Name]
Dear [Casino Name] Support Team,
I am requesting my win/loss statement for my account registered under the email [your email] and username [your username]. I understand that I have self-excluded from your platform, but I require this statement for personal financial records.
Please provide my win/loss statement for the period of [specific dates or full account history]. If additional verification is required, please let me know the next steps.
Thank you for your assistance.
Best regards,
[Your Full Name]
3. Verify Your Identity
Casinos take data privacy seriously, and they may require identity verification before releasing financial records. If requested, be prepared to submit:
- A government-issued ID (passport, driver’s license, or national ID)
- Proof of address (utility bill, bank statement)
- Security verification questions (e.g., last deposit method used)
4. Check the Casino’s Responsible Gambling Policies
Many licensed online casinos outline their responsible gambling policies in their terms and conditions. Reviewing these sections may provide insights into the correct procedure for requesting financial records post-exclusion. Some casinos even have dedicated forms for requesting account statements.
5. Request Data Through Regulatory Authorities
If the casino does not cooperate, players may escalate the request to the licensing authority governing the casino. Regulators such as the UK Gambling Commission (UKGC), Malta Gaming Authority (MGA), or Curacao eGaming require licensed casinos to maintain transparent player records. Filing a formal complaint with the relevant authority may prompt the casino to comply with the request.
| Regulatory Body | Jurisdiction | Complaint Submission Link |
|---|---|---|
| UK Gambling Commission (UKGC) | United Kingdom | www.gamblingcommission.gov.uk |
| Malta Gaming Authority (MGA) | Europe, International | www.mga.org.mt |
| Curacao eGaming | International | www.curacao-egaming.com |
6. Retrieve Statements from Payment Providers
If all else fails, reviewing your bank or e-wallet transaction history may help reconstruct your gambling activity. Payment providers such as PayPal, Skrill, and Neteller allow users to download transaction reports, which can provide insight into deposits and withdrawals made at the casino.
Timeframe for Receiving a Win/Loss Statement
Once the request is submitted, processing times vary depending on the casino’s policies. The average waiting period is:
- 24-48 hours for automated win/loss statements
- 3-7 business days for manually generated statements
- Up to 30 days if regulatory approval is required
Players should follow up with the casino if they do not receive a response within the estimated timeframe.
Legal Rights and Data Protection Compliance
Casinos are legally obligated to maintain financial records for compliance with Anti-Money Laundering (AML) laws, Know Your Customer (KYC) regulations, and tax reporting obligations. In most jurisdictions, these records must be retained for at least five years. Under the General Data Protection Regulation (GDPR) and similar privacy laws, players also have the right to request personal data, including win/loss statements.
Common Issues When Requesting a Win/Loss Statement
Some players may encounter obstacles when attempting to retrieve their records. Common issues include:
- Casino Claiming Self-Exclusion Prevents Access – While self-exclusion prevents gameplay, it does not erase account data. Players can insist on receiving their financial records.
- Delays in Processing – Casinos may take longer to retrieve old records, especially if the account has been inactive for a long time.
- Account Closure Complications – If an account was permanently closed rather than self-excluded, data retrieval may require regulatory intervention.
If the casino refuses to cooperate, escalating the request through the appropriate gambling commission is the best course of action.
Best Practices for Managing Gambling Records
To avoid future complications with accessing financial statements, consider these best practices:
- Download Win/Loss Statements Regularly – Some casinos provide automated monthly statements via account dashboards.
- Keep Track of Deposits and Withdrawals – Maintain a personal log of all transactions for financial planning.
- Use Responsible Gambling Tools Wisely – Self-exclusion is a valuable tool, but consider temporary limits before permanent exclusion to ensure access to financial records if needed.
Requesting a win/loss statement after self-exclusion is a straightforward process when following the correct procedures. By contacting customer support, verifying identity, reviewing regulatory options, and keeping records of transactions, players can successfully obtain the necessary financial documents while upholding responsible gambling practices.