UK players are losing trust in the regulated gambling sector, and the grey market is benefiting

A new GamblingNews.uk survey suggests that distrust of licensed operators and interest in unregulated sites are rising at the same time in Britain. For PSPs and acquirers serving high-risk gaming, that matters because payment friction, AML checks, and withdrawal delays are no longer just compliance mechanics; they are part of the customer trust problem.

1. 68% of respondents said legal companies use AML (anti-money laundering) checks and responsible gambling rules to hold back or refuse winnings. In practice, that means the same controls that protect the licence can also be perceived by players as a payout delay tool.
2. 24% said unregulated operators — including prediction platforms and online casinos outside GAMSTOP — are more reliable when it comes to paying winnings. That is a neat reminder that players do not always reward regulation with loyalty; sometimes they reward whoever moves the money faster.
3. 31% admitted spending money on grey-market sites over the last 12 months. For regulated operators and their payment partners, that is direct competition from channels that do not have to run the same compliance stack.
4. The UK is marketed as one of the most regulated gambling markets, but the survey description says AML checks can turn into a tactic for delaying withdrawals after large wins. While an account is under review, it is frozen and documents are requested with no fixed timeline.
5. According to the UKGC, up to 25% of licensed operators are not performing well enough in customer interaction, service availability, and AML controls. The regulator also said last month that only 47.9% of players trusted the legal sector.