Online Casino Not Paying Out
Some of the worst casinos accuse players of cheating or failing to satisfy arbitrary terms and conditions to avoid paying out winnings. In some cases, the offending gambling website faces its own financial troubles and can't afford to keep their part of the bargain. Whether or not conditions improve, this is beyond unacceptable. In 2021, online gambling casinos want to stand out from the pack whenever they can. Offering free casino games is a way for them to show off the breadth and depth of their game offerings. You can have fun, discover the games you like best, and become better at playing them without risk. But there are tons of online casinos these days.
The more users actively play in online casinos, the more frequent high wins become. Normally that’s reason for the lucky players to celebrate, of course. But in a rare number of cases, this leads to trouble and unnecessary work, because the casino refuses to pay out the win. In such cases, the below six pieces of advice will help you get your money.
1. Check if the casino is acting within its legal rights
Under certain circumstances, casinos are allowed to refuse to pay out wins. In such cases, there is no point in arguing with the operator – they are acting within their rights and thus won’t see the need to make any compromises. This applies when a person registers several accounts or sets up a fake account, for instance. Payouts may also be refused when the user retroactively cancels their deposit. The use of fraudulent software is also a reason for an operator to refuse payment. It’s a little trickier with suspected money laundering: in this case, casinos are not allowed to pay out wins until suspicions have been cleared.
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2. Get in touch with the online casino’s support
All online casinos offer ways to get in touch. Definitely make use of this option. While employees at the service line usually won’t be able to offer you a definite solution, they should be able to tell you why your payout was blocked and what documents they might still need. That should give you enough information to plan your next steps. Make sure to document your entire communication with the employees as well as any documents you handed in. Also remember to stay civil!
3. Set a deadline
If customer support can’t offer a satisfactory solution, you should give the online casino one last chance to clarify the problem in a direct way. The best method is to send a payment reminder with a payment deadline. About a week has proven to be a feasible timeframe in this context. At the same time, you should emphasise that you will take further steps if no agreement is achieved. It is not necessary to spell out any concrete measures at this point. Phrase your reminder in more general terms instead.
4. Contact the responsible authorities
Most online casinos are not located in Germany but operate on a foreign license. Where that license was issued is usually indicated in the footer. You should also be able to find that information in the legal details. The next step is to send a detailed description of the situation to the relevant authority (e.g. MGA - Online Gaming Support, UK - Gambling Commission). We recommend you include any relevant documents, including your notes of previous communication with the provider. The working language of those offices in most cases is English, so your complaint should be written in that language. It often makes sense to hire a professional translator for the job.
5. Contact a specialist lawyer
If the licensing authority can’t offer a satisfactory solution, either, you will have to hire a lawyer specialised in international law. Ideally, they should have some experience in dealing with online casinos. Such specialists don’t work pro bono, though, and are relatively expensive. In most cases, it only makes sense to contact a lawyer when the amount in question is at least a few thousands. After a first consultation, you and your lawyer together should decide whether further proceedings against the online casino have any chances of success.
Online Casino Not Paying Out Of Business
6. Going public
Online casinos rely on their client’s trust, so it can be helpful to put pressure on the operator by making their refusal to pay out your wins public. Social media is one way to do this. Alternatively, you can get in touch with blogs and media that report on gambling and casinos and ask them for support. Last but not least, you can contact the game developer. Online casinos typically don’t use their own software but rely on products developed by specialists. Developers tend not to like it when customers feel cheated.
Winning at an online casino is a very exciting experience. You watch the numbers roll over on your screen and think of all the things you can buy with your newfound cash – a fancy meal, a holiday, a new pair of shoes…
However, winning at an online casino doesn't necessarily always mean getting your hands on money, as the money will still be locked in your casino account and you'll need to withdraw it first.
Unfortunately, at many smaller and less reputable casinos, withdrawing your winnings can often be a complicated, drawn-out and, ultimately, fruitless process.
Whilst some casinos routinely refuse to pay out altogether, others impose convoluted terms and conditions in the hopes that you'll give up trying to get your winnings. In this post, you can learn exactly what to do in these circumstances and how to ensure it doesn't happen to you again.
Why Would A Casino Refuse to Payout?
As the online casino world grows in size, players need to be more cautious than ever before. This is because there are a lot of untrustworthy sites around, many of which will refuse to pay out if you win a large amount.
The reason behind this is simple: casinos don't want to lose money. Instead, they'd rather delay withdrawals, in the hopes that you will wager your winnings again and either lose them or at least keep the money cycling through their site.
Whilst this is shady behaviour, it isn't entirely illegal if you have agreed to various terms and conditions. This means there's a whole list of reasons why a casino may refuse to pay out.
The Main Reasons Why a Withdrawal May be Refused
You've Requested to Withdraw Too Little/Too Much
Almost every online casino will impose withdrawal limits of some kind and so, if your withdrawal is rejected, you should first make sure you've requested an amount between the limits. You can find out withdrawal limits by checking the casino's terms and conditions and remember, these may vary depending on your banking method.
- You Haven't Cleared Wagering Requirements
If you are trying to withdraw money which was won whilst using a casino bonus, then you need to make sure you've cleared your wagering requirements first. Wagering requirements refer to the number of times you need to wager your winning before you can withdraw. At a decent casino, these should be no higher than around 30x.
- You Need to Verify Your Identity
Online Casino Not Paying Out Money
One of the main reasons a withdrawal may be refused is because you haven't supplied the casino with proof of your identity. In order to adhere to ‘Know Your Customer' (KYC) rules, online casinos need to ensure you are who you say you are before they pay out. This helps to stop money laundering and other illegal activities.
Before you request a withdrawal at an online casino you may, therefore, need to send various documents to the casino. These may include a valid form of ID (driving licence, passport), a utility bill (as proof of address), and a photo of the card you used to deposit with originally (or a screenshot from an e-wallet account).
How to Get Your Winnings
If you are certain your withdrawal isn't being blocked for any of the reasons listed above, then you'll need to take further action against the casino.
To start with, you should take screenshots of your casino activity. These should show the balance of your casino account, your transaction history and your winnings history. You should also save proof of any contact you have with the casino (chat history, emails). All of these things are important to have, in case things get more serious and legal action is required.
Your next port of call is to contact the casino's customer service department and ask them to explain why the withdrawal is being blocked. It may be that you've violated a rule somewhere, however, you should always check the reason against the casino's terms and conditions. If the casino start to make excuses or refuse to explain the situation properly, you'll need to move on to lodging a complaint.
Casino Forum Complaints
Almost all businesses hate to be called out in public. It damages their reputation and may put off other customers. This is exactly the same with online casinos and so, if your casino is refusing to pay out, you need to start speaking about it openly and loudly.
You can do so by sharing your story on the casino's social media channels (commenting on their Facebook page and tweeting at them), and by sharing your story on dedicated casino forums.
There are two well-respected gambling forums which both have hundreds of readers. Moreover, these sites work directly with casino representatives:
On both of these sites, you can register formal complaints. If you have accused the casino of doing something unlawful or off-key, chances are they will pay out promptly, as they know that an unsolved complaint looks very bad.
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Use a Complaint Tool
You can also use a complaint tool, such as Resolver (for UK players), to help you make a formal complaint. These tools are useful as they will know exactly what documents you need to provide as proof of your issue and how to get the matter solved as fast as possible.
Resolver is a free-to-use, independent service. Whilst it doesn't serve as an intermediary between you and the casino, it can help you to craft complaint emails, make a complaint in a structured way, and make informed choices about what actions to take.
Online Casino Not Paying Out Cash
Contact the Gambling Commission
The last and final step you can take is to contact the Gambling Commission. For UK players, this means contacting the UKGC.
Whilst it may be the case that the UKGC advises that you make a complaint through one of the channels listed above, being able to prove to the casino that your making a complaint to the UKGC is a valuable step. Hopefully, this will simply scare the casino into paying out, as they don't want to have their licensed question or worse, revoked.