A casino is refusing to pay, now what?
Your worst fears have just come true. You have managed to make a withdrawal at an online casino, but they are refusing to pay you, so what do you do next? There are in fact a number of different things you can do, which we will explain in this guide for you.
First things first, you should gather as much information as you can about the withdrawal and have details about any particular games or wins in question to hand. If you have any documentation, you should keep all this together in case it is required. Once you are confident you have all of the information you need, you should try and resolve the problem with the casino. You can either call the casino’s support team or speak to them via live chat. It is important to try and stay calm, even though you are probably frustrated that you haven’t received your winnings. Remaining cool and composed will certainly help the situation. You should explain the issue to them very calmly and clearly giving as much information as you can and ask them to give you a full explanation as to why they are refusing to pay you. If you think the person you are speaking to is not being very helpful, you can then ask to speak to a customer service manager. It would be a good idea to keep notes on the dates and times of your conversations with the casino and also the names of the people you have spoken to. If you are using the live chat option, more often than not the casino will provide the facility for you to send a transcript of the conversation to your email address. You should also check that the casino too keep a record of the conversation.
When discussing complaints and payment issues, it is always best to try and avoid emailing the casino. So, if the casino has a live chat service, it is advisable to always use this first. However, you can use email to keep a backup record of your complaint in writing. The key to being able to resolve your complaint could be down to you remaining calm, and, as we said, this is in fact a very important point to remember. Making threats to the casino and getting angry is not usually very helpful, and is frequently counter-productive.
In most cases, rational discussions with a customer service representative or manager at the casino in question will prevail and your issue will be resolved and hopefully your winnings will be paid. However, if you have exhausted all your options with the casino and are still not getting anywhere, do not give up because you still have other options.
Firstly, you can contact the casino’s licensing jurisdiction. However, each jurisdiction will handle complaints differently. You may also find that matters of non-payments may be handled slower than you would like. However, there are some that may be better and faster than others. Even so, it is advisable to report the matter to the licensing jurisdiction and see what happens. After you have reported the complaint of non-payment to the licensing jurisdiction, you may want to proceed with some other options as opposed to waiting for them to resolve the issue, as you may be waiting a long time.
There is still plenty of help out there for you and ways in which you may still be able to get your hands on that all important withdrawal. There are many different casino affiliate sites that have gambling forums. Right here on AskGamblers we have a very friendly forum with experienced members and staff that may be able to help you. Post your problem on the forum letting other gamblers know what has happened to you. The chances are you will receive some very useful feedback and advice from other gamblers who may even have been in the same situation as you. More often than not, when you share your problems with other gamblers, they will be able to make suggestions that you may not even of thought of yet. And the great thing with this is: all gamblers want the same thing and that is to receive their winnings, so usually the advice given is one you can trust and proceed with.
If after you have posted on the forum, you are still not getting anywhere, you can also use a complaint system that is often offered by casino affiliate sites. Here on AskGamblers we have an amazing complaints system that is there to help you resolve your issues so matter what the situation is. All you will have to do is find the casino in question in our complaints database and make a complete statement about the issue. Give as much information as you can and be clear and concise. Make sure you state exactly what the issue is and how you have tried to resolve it. Once you have submitted the complaint, it will be reviewed by AskGamblers and then all you have to do is sit back and let us do the work for you. Things don’t happen overnight, so you will have to be patient and we ask you not to contact the casino in the meantime. AskGamblers will forward your complaint to the casino and you will be notified as soon as the casino have replied to your complaint. You will then be able to reply to the complaint if necessary with more information. You will also be notified if the issue has been resolved and your winnings are on your way to you.
In some cases, players simply get refused their winnings because they have somehow breached the casino’s Terms and Conditions. In these cases it is very rare that the player will be rewarded their winnings as the complaint will always go in the casino’s favour. To avoid this ever happening to you, it is vital that you have not only read the casino’s Terms and Conditions, but that you understand them and are comfortable with them.
To reiterate what we have discussed in this guide, it is always best to first try and work things out with the casino in question before taking any further steps that we have discussed. However, if you do find yourself in a sticky situation, AskGamblers is here to help you 24 hours a day, 365 days a year and we have helped hundreds of thousands of players fairly get the winnings that they deserved!
