Examples of player cases won against licensed casinos
In licensed casinos, players have a real tool to protect their rights, and precedents for won cases confirm that regulators and independent arbitrators are able to effectively defend the interests of users. The analysis of specific cases shows which actions and evidence lead to a positive result.
1. Example 1: MGA ordered to pay €18,000 winnings
Situation: A German gambler won a large sum at a Malta-licensed casino, but the operator cited a "technical error" and voided the win.
Player Actions: Saved game screenshots, betting history and support correspondence. Filed a complaint directly with the Malta Gaming Authority.
The ruling: The MGA ruled the casino's actions a violation of fair play rules. The operator is ordered to pay the entire amount within 14 days.
Key factor: Availability of evidence and clear chronology of events.
2. Example 2: UKGC restored access to frozen account
Situation: The UK player could not withdraw £3,500 due to the protracted KYC check. The casino cited "waiting for additional documents" without specifying a timeline.
Player's actions: Filed a complaint with the IBAS ADR service, attaching copies of all documents sent and a history of letters.
Decision: ADR admitted the operator breached the time limits set by the UKGC licence and ordered the block to be lifted.
Key factor: Complete confirmation package of casino requirements.
3. Example 3: Curacao eGaming settles $7,200 payment delay dispute
Situation: For a player from Canada, the payment was delayed for more than a month without a specific reason.
Player actions: Contacted the Curacao licensing authority directly, indicating the date of the withdrawal request, the amount and screenshots from the payment system.
Solution: Curacao eGaming contacted the operator, after which the payment was made within 72 hours.
Key factor: Clearly fix withdrawal request date and evidence of no response from support.
4. Example 4: Gibraltar Regulatory Authority forced to return erroneously debited funds
Situation: In one of the casinos under the jurisdiction of Gibraltar, €1,200 was debited from the player's account due to incorrect processing of the cancellation of the bet.
Player Actions: The player recorded the transaction screen and attached it to the complaint.
Solution: GRA has identified a technical glitch in the betting system and ordered the operator to compensate for the damage.
Key factor: Video as evidence to rule out arguments about facts.
5. Conclusions from precedents
Documenting each step - screenshots, letters, screen recordings significantly increase the chances of success.
Knowledge of the complaints procedure - appeal first to support, then to ADR or regulator.
Jurisdiction plays a role - stricter licences (UKGC, MGA) give players more leverage.
A clear and complete complaint increases the likelihood of a positive outcome.
Such examples confirm: when playing in licensed casinos, disputes can be won if you act consistently, comply with formal requirements and collect evidence from the very beginning of the conflict.
1. Example 1: MGA ordered to pay €18,000 winnings
Situation: A German gambler won a large sum at a Malta-licensed casino, but the operator cited a "technical error" and voided the win.
Player Actions: Saved game screenshots, betting history and support correspondence. Filed a complaint directly with the Malta Gaming Authority.
The ruling: The MGA ruled the casino's actions a violation of fair play rules. The operator is ordered to pay the entire amount within 14 days.
Key factor: Availability of evidence and clear chronology of events.
2. Example 2: UKGC restored access to frozen account
Situation: The UK player could not withdraw £3,500 due to the protracted KYC check. The casino cited "waiting for additional documents" without specifying a timeline.
Player's actions: Filed a complaint with the IBAS ADR service, attaching copies of all documents sent and a history of letters.
Decision: ADR admitted the operator breached the time limits set by the UKGC licence and ordered the block to be lifted.
Key factor: Complete confirmation package of casino requirements.
3. Example 3: Curacao eGaming settles $7,200 payment delay dispute
Situation: For a player from Canada, the payment was delayed for more than a month without a specific reason.
Player actions: Contacted the Curacao licensing authority directly, indicating the date of the withdrawal request, the amount and screenshots from the payment system.
Solution: Curacao eGaming contacted the operator, after which the payment was made within 72 hours.
Key factor: Clearly fix withdrawal request date and evidence of no response from support.
4. Example 4: Gibraltar Regulatory Authority forced to return erroneously debited funds
Situation: In one of the casinos under the jurisdiction of Gibraltar, €1,200 was debited from the player's account due to incorrect processing of the cancellation of the bet.
Player Actions: The player recorded the transaction screen and attached it to the complaint.
Solution: GRA has identified a technical glitch in the betting system and ordered the operator to compensate for the damage.
Key factor: Video as evidence to rule out arguments about facts.
5. Conclusions from precedents
Documenting each step - screenshots, letters, screen recordings significantly increase the chances of success.
Knowledge of the complaints procedure - appeal first to support, then to ADR or regulator.
Jurisdiction plays a role - stricter licences (UKGC, MGA) give players more leverage.
A clear and complete complaint increases the likelihood of a positive outcome.
Such examples confirm: when playing in licensed casinos, disputes can be won if you act consistently, comply with formal requirements and collect evidence from the very beginning of the conflict.
