Problems with withdrawal in online casinos: what to do and where to go
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 occur 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
Account lock after payout request
Protracted verification (documents are "checked" for weeks)
Cancel output without explanation
Require additional refills before unlocking output
Complete refusal to pay without reason
Changing the balance or zeroing the win
What to do when a problem occurs
Step 1: Check casino rules
Review withdrawal terms, limits, vager requirements
Make sure you don't violate bonus terms (e.g. max bet, forbidden games)
Check if any country restrictions have been activated
Step 2: Written appeal in support
Describe the problem politely and specifically
Request an explanation and timeframe for resolution
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 include:
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 submit an application:
Tips for writing a complaint
Be as specific as possible: dates, amounts, transaction numbers
Use an official communication style, without emotions
Attach all screenshots, letters, documents
Don't misrepresent the facts - regulators will check it
Keep copies of all steps
What does the complaint give?
Real chance of winning back
Ability 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 at licensed casinos
Check out the pre-deposit rules, especially the bonus
Verify in advance, not at the first conclusion
Do not use other people's cards or wallets
Record all actions and save confirmations
Conclusion
Withdrawal problems are not the end. 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 a fake casino," "What does the license give," "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
Account lock after payout request
Protracted verification (documents are "checked" for weeks)
Cancel output without explanation
Require additional refills before unlocking output
Complete refusal to pay without reason
Changing the balance or zeroing the win
What to do when a problem occurs
Step 1: Check casino rules
Review withdrawal terms, limits, vager requirements
Make sure you don't violate bonus terms (e.g. max bet, forbidden games)
Check if any country restrictions have been activated
Step 2: Written appeal in support
Describe the problem politely and specifically
Request an explanation and timeframe for resolution
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 (Malta) | [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. Antillephone: [complaints @ antillephone. com](mailto:complaints@antillephone. com)) | Depends on Sub-license |
| Gibraltar | [gamblingcommission@gibraltar. gov. gi](mailto:gamblingcommission@gibraltar. gov. gi) | |
| Isle of Man | [iomgambling@gov. im](mailto:iomgambling@gov. im) |
Be sure to include:
- casino login/ID
- date of withdrawal request
- sum
- copies of correspondence and screenshots
- problem description
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 blockchain explorer and communities to analyze transactions
4. Police/cyber police
If we are talking about fraud or a large amount, you can submit an application:
- To the local police station (especially if the casino is illegal)
- To the country's cyber police
- Through international online fraud services (e.g. IC3 in the US)
Tips for writing a complaint
Be as specific as possible: dates, amounts, transaction numbers
Use an official communication style, without emotions
Attach all screenshots, letters, documents
Don't misrepresent the facts - regulators will check it
Keep copies of all steps
What does the complaint give?
Real chance of winning back
Ability 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 at licensed casinos
Check out the pre-deposit rules, especially the bonus
Verify in advance, not at the first conclusion
Do not use other people's cards or wallets
Record all actions and save confirmations
Conclusion
Withdrawal problems are not the end. 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 a fake casino," "What does the license give," "Top honest casinos with quick verification."
