So one night, you're playing your favorite online slot game and won a massive jackpot, but when you're waiting for your online casino payout, the website refuses to issue your prize. You have to be aware that this is possible, and there are many possible reasons why.
This article will share why there are cases of casino payout refusal and the best tips you can follow to make them release your winnings.
Can Online Casinos Refuse To Pay You
The opportunity to win massive cash prizes is one of the main reasons several online gamblers are out there. The goal is to win as much as possible. However, there are cases where even though you successfully beat the game, the casino can legally refuse to release your winnings. These usually stem from potential transaction and account errors or an issue with the casino's platform.
Naturally, casinos have to ensure that they're not going to lose money. So, the more players who hop on their sites and win cash, the more they become strict with their policies. Additionally, refusing or delaying a casino payout could also be a strategy for some online gaming sites to make the players wager their winnings instead of withdrawing them. Sometimes, they make their withdrawal terms and conditions complicated and ask for several requirements on purpose.
With this, it is best for online gamblers to look for reliable online casinos with a good reputation for paying out their customers on time.
What Prevents Online Casinos From Paying Out
Here are some of the common reasons why casino payout refusal occurs:
Violating the Terms & Conditions
All casinos have terms and conditions, especially for the bonuses and promotions they offer. Not meeting all the requirements or failing to follow these rules can entitle the operators not to consider your win and release your prize.
One of the common things that new gamblers overlook is the wagering requirement. The wagering requirement specifies the number of times you have to bet your deposit before you're entitled to the cash bonus and allowed to withdraw them. All casinos are strict when it comes to this one, as you cannot use the offered bonus at all without completing the requirement.
Some online casinos deliberately make their terms tedious and hard to understand so players won't read them. To avoid this situation, always carefully read the fine print until the end to know what you must follow and prevent, and eventually fully qualify to claim your cash prize.
Using Multiple Accounts
Several casino websites don't allow multiple accounts in your name, even when you accidentally create them. There are cases where players forget their previous account's email or password and decide to make a new one. On the other hand, some players create multiple accounts to claim bonuses and deals.
When the website detects that you're creating a duplicate account, they'll automatically deactivate the second one, or worse, both. This rule applies when creating two or more accounts using one IP address or device.
Online casinos can track these and punish you by not giving you your winnings, especially if it's explicitly written on their conditions. If you are creating a second account, contact their customer service first and clarify it with them to help you.
Submitting the Wrong KYC Documents
Another reason online casinos are strict in implementing their rules is to avoid illegal activities, like fraudulence, corruption, or money laundering, orchestrated by individuals on their websites. They require "Know Your Customer" or KYC documents from new members when signing up for accounts or requesting withdrawals. These documents will prove your identity, ensuring that you are who you say you are. Additionally, these also help them monitor if there are minors or underage gamblers.
Valid KYC documents include:
- Identification card (Passport, Driver's License, etc.) - for identification verification
- Proof of billing (utility bills, bank statements, etc.) - for address verification
- Credit card, debit card, or bank account - for payment method or deposit verification
Providing the Wrong Payment Details
This one is a bit more obvious. It is your responsibility to give your correct banking details. The last thing you need is to go through a lengthy process of retrieving your winnings from a stranger's bank account. The worst-case scenario is you won't be able to take it back at all.
Make sure to double, even triple-check, your bank information before submitting it to the casino. Unfortunately, they have no way of verifying it, so they may just send it directly, even if it's an incorrect account or an account that doesn't exist. In case it happens to you, inform the online casino immediately to process it. Expect that it'll take a couple of weeks or a month before you can get your funds back.
Connecting with a VPN
VPN stands for "virtual private network," It is a program that allows you to hide all your internet activity and protects your data from all forms of cybercrime. Most online gamblers use VPN as it enables them to access online casinos that are not available in their country.
Unfortunately, several virtual casinos don't allow the use of VPNs as it violates the gambling laws and regulations in their country. They will usually state this in their user agreement. Members caught using a VPN are subject to account termination and will be restricted from withdrawing their winnings and bankroll.
Playing on a Rogue Casino
Casino payout refusal can also happen if you are at an illegitimate site. Rouge or fraudulent casinos are everywhere. Sometimes, it is hard to recognize them as their platform looks legitimate. You'll just know that you're playing on a rogue online casino once you cannot withdraw your prize and bankroll. These are operated by scammers and hackers that want to collect personal information, especially bank details.
The best way to avoid this is to familiarize yourself with the signs of a legitimate online casino. Here are some of the tell-tale indicators:
- Professional website design
- Great variety of games
- Multiple withdrawal and payment options
- Excellent customer service
- Positive reviews from past players
- Responsible gambling promotions
How to Get Your Winnings?
If you ever encounter some issues with withdrawing your winnings, and you strongly believe that it is not your fault, there are some things you can do.
Contact Customer Support
First of all, you have to remember that contacting the online casino's customer support must be your first measure every time you encounter a problem since it can be only a technical or verification issue. Every licensed UK and US online casinos have a support team who can assist you anytime.
So, once you realize that the platform is not letting you withdraw your winnings, stop playing immediately and proceed to collect evidence from your end. You can take screenshots of the notice, a copy of your account balance, payment history, chat history, emails, etc. If you think that you have enough, you can start filing a formal complaint.
Online casinos have different policies for filing a complaint, but the best way is to contact customer service directly. Remember to remain level-headed and patient the entire time to avoid escalating the situation. Submit all of your pieces of evidence and explain adequately.
After you're done, let them explain their side. Ask them questions and have them clarify everything if there are some parts that you don't understand. But if it comes to the point that they're being unreasonable, keep insisting that you're at fault without any evidence, or they're just ignoring you entirely, it's time to seek help from reliable entities.
Reach Out to Gaming Commission Offices
All legitimate online casinos must be under the jurisdiction of a gaming commission office like the UK Gambling Commission (UKGC), Malta Gaming Authority (MGA), Curacao eGaming, and more. Find out which regulatory body your online casino belongs to and forward your complaint to them. Most of the time, casinos display the gambling commission logo they're under on the bottom of their website.
UKGC has a "complaint" tab on its website that will provide information on common gambling complaints and how you can submit it to them. They also feature the Resolver tool, an independent company that handles different types of online gambling customer issues. It is convenient and free to use. All you need to do is visit the Resolver website, choose the specific type of complaint, and fill out the necessary information to start the process.
Get Help from Third-Parties
In case you didn't hear from the gambling commission's customer support, your next option is to get help from third-party online gambling sites.
These sites provide an in-depth guide on the different complaints you may have, which may help you resolve your issue on your own before they get involved. However, if you're still deciding on submitting a formal complaint with them, they'll provide a form that you can fill out. Just make sure that you can explain down to a T every detail of why they have refused to release your online casino payout. You must also read the casino's terms and conditions and understand them well.
These third-party websites usually require complainants to follow a particular guideline:
- You need to be descriptive
- Make sure you play fair
- Provide sufficient evidence that will support your case
- Do not use fake evidence
- Do not use caps lock or all uppercase letters
- Verbal aggression or the use of foul language is not allowed
No matter how confident you are with your online casino and your experience, casino payout refusal is an issue that can still happen to you. It is always better to know how to handle situations like this to resolve them immediately without any dispute. This way, you can proceed to enjoy your big online casino payout.
This article was published on June 26, 2022, and last updated on October 26, 2022.