Guide: What can I do if a Casino Refuses to Pay my Winnings?

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Although it’s rare, players can sometimes experience casino withdrawal problems if the online casino refuses to pay out winnings. After spending a lot of money and time at the casino, it can be incredibly frustrating to be refused your money.

There are many reasons why casinos don’t pay; some are legitimate, whereas others aren’t. However, there are a few things you can do to resolve the issue if you find that your payout is being held up. Here’s what you need to know and what you should do if you can’t get your hands on your casino winnings.

Why Online Casinos Refuse to Pay Out

If you’re experiencing online casino withdrawal problems, it could be for several reasons. It’s not a typical occurrence, and online casinos tend to only retain winnings in extreme situations, which we’ve explored in detail below.

1. The casino isn’t legitimate

Unfortunately, not all online casinos are legit, and if the casino refuses to pay you, it could be because it is a scam site. Many players have reported not receiving winnings at fraudulent casinos that operate without licenses. You should only play at a licensed casino to ensure you receive your money when you win.

2. You haven’t provided identity documents

Most casinos won’t pay out your winnings if you fail to provide identification documents. Until you submit verification documents, the casino can keep hold of your money.

Online gamblers must prove who they are by providing a copy of their passport or driver’s license and proof of address, like a utility bill. Casinos do this to prevent underage players from gambling at the site and for anti-money laundering measures.

3. You haven’t completed the wagering requirements

One of the most common reasons gamblers experience online casino withdrawal problems is that they haven’t completed bonus wagering requirements. When you claim a casino bonus, you need to check the bonus terms to see whether or not you have to complete playthrough requirements. Until you’ve wagered the right amount of money, you won’t be able to withdraw your funds.

4. The casino has a pending period

Many online casinos have a processing period after players request a withdrawal. For example, Jackpot City Casino has a 24-hour pending period during which it holds onto your money before processing it. Some casinos have this period so that players have time to cancel the withdrawal if they want to continue playing at the gambling site with their winnings.

5. You’ve used another person’s card

If the casino realises you’ve used someone else’s credit card to deposit money or withdraw funds, it can cancel your withdrawal. Many casino’s terms state that players must use cards and bank accounts under their name; if they don’t, the casino can do what it wants with player funds.

6. You have more than one account

At most online casinos, it is against the rules for players to have duplicate accounts. Casinos only allow gamblers to have one account to prevent bonus abuse. If you have multiple accounts, the worst-case scenario is that the casino can ban you and refuse to pay your winnings.

7. You chose the wrong payment method

This might seem like a strange reason, but sometimes the reason you haven’t received your casino winnings is due to the payment method you use. Casino transfers can take longer if you send your funds to your bank account but might take a few hours if you make an e-wallet transfer.

Before you assume that the online casino is refusing to pay, check the withdrawal time for your chosen banking option.

Your Responsibilities

You need to follow the casino rules to avoid any online casino withdrawal problems. Each gambling site will have its terms and conditions, so you need to check out the fine print before signing up and creating a new account.

Here are the primary player responsibilities you’ll find at most online casinos.

You have to create an account with real information

You cannot provide false information when you sign up at an online gambling site. You must provide your real name, age, and bank account information.

You need to provide the right verification documents

To enjoy quick withdrawals, you need to submit the correct identity documents. You can’t submit forged documents like fake IDs since this is fraud, and the casino can prevent you from receiving your money.

Don’t violate the bonus terms and conditions

If you use bonuses, you need to stick to the terms and conditions to keep any winnings you earn using the promotional offer. For example, players shouldn’t create duplicate accounts so that they can claim the bonus multiple times. They must also use the bonus on applicable games and the free spins or cash within the allocated time.

You can’t use a VPN while playing

Some online casinos aren’t available in New Zealand and are blocked. If you use a VPN (Virtual Private Network) to gain access to the online casino, then the casinos can block your payouts when you try to withdraw. Using a VPN goes against most sites’ terms of service, and you’ll likely forfeit your winnings when cashing out.

The Casino’s Responsibilities

Online casinos are also responsible for protecting player payments and ensuring you receive your money when you make a withdrawal. When looking at gambling sites, be extra careful and choose one that does everything possible to look after players.

The casino should offer legit software

First of all, the online casino you play at should offer fair games that aren’t rigged. If you’re playing online slots or video games, then these need to run on RNG (Random Number Generator) software and be developed by a good game developer.

Double-check that the games are RNG operated; if they aren’t, you could be playing at a fraudulent casino and endure payout problems further down the line.

The casino must be licensed

Any online casino you play at should be licensed by a regulatory body. Licensed casino sites must follow a certain set of rules and ensure that they pay out players in a timely manner. If a licensed online casino refuses to pay out your winnings, there are more ways you can resolve the issue than with unlicensed gambling sites.

Look for a license seal on the casino home page to see whether or not the casino is licensed. Some fraudulent gambling sites may include a fake seal, so you can contact the regulatory body to ensure the online casino is legit.

What Actions Can I Take if the Casino Refuses to Pay?

If you’ve met all the casino terms and bonus wagering requirements and still haven’t received your cash, then there are some actions you can take to get your money. Here are our best tips for resolving the issue and receiving your money.

Contact customer support

The first step is to get in touch with the online casino customer support. Look for a live chat option on the website or a contact email. There may be information in the FAQ section that can help you.

If all that fails, you can contact the customer support team via one of their social media channels and let them know what your issue is. Usually, casinos respond quickly and can tell you why the payment has been delayed or blocked and what you need to do to resolve it.

If the casino blocked your payment by accident, it will likely offer you compensation, which could be in the form of bonuses, free spins, or other rewards.

Contact regulators

If the online casino doesn’t get back to you, then you can bypass the gambling platform and directly contact the casino’s gambling regulator. Gambling bodies take complaints very seriously and can escalate the issue if the online casino doesn’t have a good reason for paying you your money.

To contact a gambling regulatory, find out which organisation licenses your casino by checking the footer of the site’s homepage. You’ll usually then be able to submit an official complaint via the gambling body’s website.

Post a complaint

You can also utilise your power as a customer and leave a review of the gambling site on verified review platforms. This can be an effective way to resolve payment issues since online casinos don’t want a bad reputation and will often respond to your complaint.

If you leave a negative review regarding a casino withdrawal issue, then make sure you can back up your claims and have evidence ready to provide. If you don’t, then you will probably have to remove your comment.

Seek legal help

You can always take legal action against online casino sites if none of the above tips work, and contract a lawyer to get your winnings back. However, since this can be costly and stressful and require you to hire a lawyer in the jurisdiction where the casino is based, it should only be considered a last resort.

Find a Safe Online Casino at CasinoCrawlers

At CasinoCrawlers, we specialise in online gambling. Due to this, we know which casinos are safe to play at and the gambling sites where you may casino withdrawal problems. Check out our recommended casinos if you want to play at a secure online casino that won’t stop you from withdrawing your cash.

Always check the casino terms of service and follow the rules when you create an account.

FAQs: Casino Withdrawal Problems

Can a casino hold your winnings legally?

Yes, gambling sites can refuse to pay out your winnings if you have broken the terms of service or not met all the payout requirements, like playing through your bonus winnings the required number of times.

How long does a casino withdrawal take?

It depends on the payment method. With payment methods like cryptocurrency or e-wallets, you can receive your winnings within a few hours. However, bank transfers can take 5-7 business days.

Why am I losing money at the casino?

If you don't win when playing casino games at a licensed site, you'll lose money! To improve your chances of winning, play games with high RTP (Return to Players) and make sure you know the game's rules.

Can a casino kick you out?

Yes, casinos can ban player accounts if they provide false identity documents, use another person's credit card or bank account for payments, or cheat. If you have winnings in your account and the casino kicks you out, it can keep your money.

Will a casino give me my money back?

The casino will likely not give you your money back if you lose money when gambling. However, if you win big while playing games, the casino should pay out when you request it.

What happens if I use someone else's bank details?

The payment could be blocked if you use another person's bank account information to withdraw money. You must use your own financial accounts when making casino transactions.

What's the fastest casino withdrawal method?

The best payment method for fast casino withdrawals is cryptocurrency. However, not all casinos accept this payment option, so a quick alternative is e-wallets such as Skrill and Neteller. The slowest options are wire transfers, which can take several days to process.

Author Lily Hunter

Lily began an exciting journey in the iGaming industry more than 10 years ago as a content writer for various online affiliate sites, especially those located in New Zealand. With her passion for gaming and an interest in the l... Read more about the author

Casinocrawlers » Guide: What can I do if a Casino Refuses to Pay my Winnings?
Last updated: November 30, 2022