What to do if the casino does not withdraw winnings
1. Determine the cause of the delay or failure
Before taking action, it is important to understand why the casino does not withdraw funds:
2. Check the terms of the user agreement
Find the Withdrawals or Payments sections.
Check whether you fulfill the conditions for the vager, minimum and maximum output amount.
Make sure your payment method is supported for output.
3. Contact casino support
Use online chat or email (preferably in English if the casino is international).
Save screenshots of the correspondence.
Ask for a specific reason for the delay, not general phrases "checking in progress."
Specify the time frame within which the decision or payment will be made.
4. Complete KYC and AML procedures
Download a passport, driver's license or other document that the casino requires.
Confirm your residential address (utility bill, bank statement).
Use the same payment method as with a deposit - this will speed up the process.
5. Escalating a dispute when a payment is denied
If the casino refuses to pay or ignores requests:
6. Filing a complaint with independent services
eCOGRA ADR (Alternative Dispute Resolution) - if the casino is eCOGRA certified.
Mediator platforms (Casino Guru, AskGamblers) - post a complaint publicly to speed up the casino's response.
7. Financial measures
If the payment was made by card, request Chargeback from the bank (Visa/Mastercard) if there is evidence.
For cryptocurrency payments, a refund is almost impossible, but you can use the blockchain transaction trail and file a complaint with the exchange.
8. Prevention of such situations
Play only at licensed casinos with positive reviews.
Check withdrawal terms and limits before signing up.
Do not delay verification at the time of requesting payment.
Conclusion:
Before taking action, it is important to understand why the casino does not withdraw funds:
- Incomplete KYC verification - account not confirmed, documents not uploaded or rejected.
- Violation of casino rules - playing from several accounts, using prohibited strategies, bonus abuse.
- Technical problems - failures in the payment system or transaction processing.
- Withdrawal limits - the casino can withdraw funds in installments.
- Suspected fraud - the platform freezes the account for verification.
2. Check the terms of the user agreement
Find the Withdrawals or Payments sections.
Check whether you fulfill the conditions for the vager, minimum and maximum output amount.
Make sure your payment method is supported for output.
3. Contact casino support
Use online chat or email (preferably in English if the casino is international).
Save screenshots of the correspondence.
Ask for a specific reason for the delay, not general phrases "checking in progress."
Specify the time frame within which the decision or payment will be made.
4. Complete KYC and AML procedures
Download a passport, driver's license or other document that the casino requires.
Confirm your residential address (utility bill, bank statement).
Use the same payment method as with a deposit - this will speed up the process.
5. Escalating a dispute when a payment is denied
If the casino refuses to pay or ignores requests:
- Check the casino license and contact the regulator (MGA, UKGC, Curacao eGaming, etc.).
- Send a complaint through the official website of the regulator, attaching all the evidence (screenshots, correspondence, receipts).
- If the casino is Australian, contact ACMA or Australian Consumer Services.
6. Filing a complaint with independent services
eCOGRA ADR (Alternative Dispute Resolution) - if the casino is eCOGRA certified.
Mediator platforms (Casino Guru, AskGamblers) - post a complaint publicly to speed up the casino's response.
7. Financial measures
If the payment was made by card, request Chargeback from the bank (Visa/Mastercard) if there is evidence.
For cryptocurrency payments, a refund is almost impossible, but you can use the blockchain transaction trail and file a complaint with the exchange.
8. Prevention of such situations
Play only at licensed casinos with positive reviews.
Check withdrawal terms and limits before signing up.
Do not delay verification at the time of requesting payment.
Conclusion:
- If the casino does not withdraw winnings, you need to act consistently - from finding out the reason and communicating with support to contacting the regulators and the bank. The faster you collect evidence and start the formal complaint process, the higher the chance of a refund. Choosing reliable licensed platforms initially reduces the likelihood of such problems.
