Problems with online casino output: what to do and where to contact
Published: April 29, 2025
Online casinos promise fair play and quick payouts. But in practice, it happens that the casino does not pay, pulls with verification or completely blocks the account without explanation. This can happen in both fake and formally licensed establishments.
The good news: You're not defenseless. This article contains a clear algorithm of actions and all possible complaint channels if you are delayed or denied payment.
Frequent Output Problems
Lock your account after a payment request
Protracted verification (documents are "checked" for weeks)
Cancel output without explanation
Require additional recharges before unlocking the output
Complete waiver of payment without grounds
Change your balance or reset your winnings
What to do when a problem occurs
Step 1: Check casino rules
Read withdrawal terms, limits, vager requirements
Make sure you have not violated the bonus terms (e.g. max bet, forbidden games)
Check if any country restrictions have been activated
Step 2: Written appeal in support of
Describe the issue politely and specifically
Request an explanation and timing of the decision
Take screenshots of all correspondence and actions
If the casino does not respond for more than 72 hours, go to the next step.
Where to complain: step-by-step instructions
1. Regulator (licensing authority)
If the casino is licensed, you have every right to file a formal complaint with the regulatory authority. Here's where to go:
Be sure to specify:
2. Independent Dispute Resolution Platforms
These sites act as intermediaries between the player and the casino. They have an impact on the brand's reputation:
An important plus: they publish complaints publicly, and casinos do not want to spoil the rating.
3. Payment systems
If the casino uses official PSPs (VISA, MasterCard, Skrill, Neteller, crypto wallets), you can:
4. Police/Cyber Police
If we are talking about fraud or a large amount, you can apply:
Tips for making a complaint
Be as specific as possible: dates, amounts, transaction numbers
Use an official communication style, no emotions
Attach all screenshots, letters, documents
Don't distort the facts - regulators will check it
Keep copies of all steps
What does the complaint give?
Real chance of winning back
Opportunity to hold casinos accountable
Protecting other players (through the publicity of the case)
Chance to add casinos to the blacklist of platforms and providers
How to prevent withdrawal problems
Play only in licensed casinos
Check out pre-deposit rules, especially bonus ones
Verify in advance, not at first output
Don't use other people's cards or wallets
Record all actions and save confirmations
Conclusion
Withdrawal problems are not the end of it. If you act competently, your chance of restoring justice is high. Use official channels, do not be afraid to defend your rights and play only on platforms where the player has real support and protection.
See also: "How to distinguish fake casinos," "What gives a license," "Top honest casinos with quick verification."
The good news: You're not defenseless. This article contains a clear algorithm of actions and all possible complaint channels if you are delayed or denied payment.
Frequent Output Problems
Lock your account after a payment request
Protracted verification (documents are "checked" for weeks)
Cancel output without explanation
Require additional recharges before unlocking the output
Complete waiver of payment without grounds
Change your balance or reset your winnings
What to do when a problem occurs
Step 1: Check casino rules
Read withdrawal terms, limits, vager requirements
Make sure you have not violated the bonus terms (e.g. max bet, forbidden games)
Check if any country restrictions have been activated
Step 2: Written appeal in support of
Describe the issue politely and specifically
Request an explanation and timing of the decision
Take screenshots of all correspondence and actions
If the casino does not respond for more than 72 hours, go to the next step.
Where to complain: step-by-step instructions
1. Regulator (licensing authority)
If the casino is licensed, you have every right to file a formal complaint with the regulatory authority. Here's where to go:
| License | Where to complain | Link |
|---|---|---|
| MGA (Мальта) | [Complaints Form](https://www.mga.org.mt/player-hub/file-a-complaint/) | [mga.org.mt](https://www.mga.org.mt) |
| UKGC (UK) | Via [Resolver] (https://www.resolver.co.uk/) or [GC Site] (https://www.gamblingcommission.gov.uk) | |
| Curacao | Via sublicensor mail (e.g. Antilephone: [complaints@antillephone.com] (mailto:complaints@antillephone.com)) | Depends on sublicense |
| Gibraltar | [gamblingcommission@gibraltar.gov.gi](mailto:gamblingcommission@gibraltar.gov.gi) | |
| Isle of Man | [iomgambling@gov.im](mailto:iomgambling@gov.im) |
Be sure to specify:
- login/ID in the casino
- date of the output request
- sum
- copies of correspondence and screenshots
- description of the problem
2. Independent Dispute Resolution Platforms
These sites act as intermediaries between the player and the casino. They have an impact on the brand's reputation:
- [AskGamblers Complaint Service](https://www.askgamblers.com/casino-complaints)
- [ThePOGG Dispute Service](https://thepogg.com/submit-complaint/)
- [Casino Guru Complaint Center](https://casino.guru/complaints)
An important plus: they publish complaints publicly, and casinos do not want to spoil the rating.
3. Payment systems
If the casino uses official PSPs (VISA, MasterCard, Skrill, Neteller, crypto wallets), you can:
- Request a chargeback from a bank or payment service
- Explain the situation and provide documents
- In cryptocurrency cases, use a blockchain explorer and communities to analyze transactions
4. Police/Cyber Police
If we are talking about fraud or a large amount, you can apply:
- To the local police station (especially if the casino is illegal)
- To the country's cyber police
- Through international online fraud services (for example, IC3 in the United States)
Tips for making a complaint
Be as specific as possible: dates, amounts, transaction numbers
Use an official communication style, no emotions
Attach all screenshots, letters, documents
Don't distort the facts - regulators will check it
Keep copies of all steps
What does the complaint give?
Real chance of winning back
Opportunity to hold casinos accountable
Protecting other players (through the publicity of the case)
Chance to add casinos to the blacklist of platforms and providers
How to prevent withdrawal problems
Play only in licensed casinos
Check out pre-deposit rules, especially bonus ones
Verify in advance, not at first output
Don't use other people's cards or wallets
Record all actions and save confirmations
Conclusion
Withdrawal problems are not the end of it. If you act competently, your chance of restoring justice is high. Use official channels, do not be afraid to defend your rights and play only on platforms where the player has real support and protection.
See also: "How to distinguish fake casinos," "What gives a license," "Top honest casinos with quick verification."