Submit a Complaint against online casino

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Overview: Unfortunately, issues connected with delayed payments from the online casinos are what bother players most often and the situation has not changed much in all the years of existence of online gambling. To make things even worse, answering a simple question like “Where’s my money?” usually turns out not to be an easy task for both the casino representatives and payment providers. Due to the number of people and/or departments, involved into the whole withdrawal procedure, sometimes a single payment may be a logistical nightmare, especially when it comes to funds, sent to players from within the United States. In many cases, an issue of a delayed payment may be combined with some other problems, like bonus or verification related issues for example, which makes the situation even more complicated.

Symptoms: Delayed payments beyond reasonable period of time and/or what’s stated in casino’s own terms and conditions about withdrawal policy and procedure.

Before submitting the complaint: In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay. There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit a complaint.

Frequent questions and possible solutions for your issue

Did you check what’s written about the withdrawal terms and conditions on the casino’s website?
You will be surprised to know how many people underestimate the importance of the casino terms and conditions and simply do not pay enough attention to them! If that’s the case, just open the casino website and take a thorough look at the terms, associated with the withdrawal policy. You will find everything there – length of the pending period, withdrawal timeframe, fees, verification and security requirements, etc.
Did you go through the verification process?
Most of the online casinos would never send you even a dime, unless your personal identification is not confirmed by the casino security department. The verification process is a one-time procedure, but it is not an easy task at all and requires a lot of time and efforts from all parties involved – both casino reps and players and thus, to slow down the withdrawal process a bit. However, it is worth the troubles and time, since it is the only guarantee that your money and personality are in safe hands and will reach no one else, but you.
Did you use a bonus?
If a bonus was used prior withdrawing, it might slow the whole payment process a bit. You should know that each time a withdrawal request is submitted, the relevant casino department is starting a thorough check of the entire play log for any bonus terms violations, such as irregular game patterns and/or bonus abuse. And if anything irregular is found during this check, then your payment would probably delay even more until the whole situation clears.
Are you a player from the USA?
If so, then you should know that due to the implementation of The Unlawful Internet Gambling Enforcement Act of 2006 (or UIGEA), the US players are facing significant difficulties while practicing online gambling, including but not limited to huge delays of all withdrawals, because of the usage of a third party payment processors. Try to be patient although it’s not that easy and give the casino a few more days, before submitting the complaint.

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Overview: The most unpleasant possible moment that can occur between an online casino and its customer. It is also most complicated and difficult to resolve, because such case requires the involvement of many people from various casino departments and of course a huge pile of correspondence between both parties. Sometimes your payment might be refused by the casino without any reason and/or explanation, which I’m afraid, is the most commonly used strategy for survival from the so called ‘rogue’ or ‘scam’ online casinos. More often, the declined payment would also be accompanied by some sort of an explanation why your withdrawal has been refused and perhaps some evidence on top of it. Usually, the reason for an online operator to refuse to pay is only one and it’s called ‘breach of the casino terms and conditions’ and ‘breach of the bonus terms and conditions’ in particular if a bonus was used by the player.

Symptoms: Casino refuses to pay what’s owed to the player with or without an explanation.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions before starting to play there?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse an initiated payment.
Did you use a bonus, prior requesting a withdrawal?
If yes, then you must be 100% sure that all the terms and conditions, associated with the bonus are fulfilled before a payment has been requested. You break the bonus terms, you lose the payment, and there aren’t any exceptions of that rule.
Did you check what’s written about the withdrawal terms and conditions on the casino’s website?
Sometimes the casino might need more time to process your payment due to unforeseen circumstances. This applies even more for operators, accepting players within US. So, don’t rush to blame the casino for declining your payment, try to contact them first and to understand what’s wrong. It often appears that the issue is not that complicated actually and is being resolved in a timely manner.
Did you go through the verification process?
Most of the online casinos would never send you even a dime, unless your personal identification is not confirmed by the casino security department. The verification process is a one-time procedure, but it is not an easy task at all and requires a lot of time and efforts from all parties involved – both casino reps and players and thus, to slow down the withdrawal process a bit and even stop it in case there’s a problem with the players personal details.

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Overview: Verifying your identity in front of the casino security department is a normal, one-time procedure, and you are supposed to go through this process when playing at any online casino. While some of the operators start this process immediately after the registration is complete, most of other casinos would probably ask you to confirm your personal details once a withdrawal has been submitted. But one way or another, you should know that issues, connected with the verification procedure are the reason for some payments to be delayed beyond reasonable time period and even to be refused. Casinos take this process very seriously and none of them would even discuss a compromise if any of your personal details is not in order or it’s fake. Maybe sometimes the verification procedure would slow your payment a bit, but don’t forget that it is the only way for the casino to fight cheaters and fraud, to cut any attempts for money laundering and to be sure that your money will reach only you and no one else.

Symptoms: Casino refuses or delays the payment beyond reasonable period of time and/or what’s stated in casino’ own terms and conditions about verification procedure and security policy.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions regarding verification procedure?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay an initiated payment, until your personal identification is not fully and undoubtedly confirmed.
Did you accurately and carefully follow the casino verification process?
If a casino wants you to send some document, then do it. If they want you to send a clear and readable copy/scan of a document, then do it. And don’t forget it is for your own safety too.
Are there any differences between the information given while registering and your real personal details?
If so, then you are in a trouble and probably the payment has been already refused. I can tell you from personal experience that you won’t find many online operators who would even think of a compromise with this. Maybe if a single letter or two are wrong you may succeed to persuade the casino, but if we talk about wrong name, address or e-mail, I’m afraid you have to be very, very convincing in order to make the casino reconsider.
Do you have more than one account with a casino?
If so, you have to be absolutely sure it will come out while the verification process is going on. Having multiple accounts is a direct breach of the casino terms and conditions, which means you can forget about the withdrawal and hope to get at least a refund of your deposits.

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Overview: Getting a refund of a previous deposit or as some sort of compensation is a common way for a casino to say “Sorry, it’s our fault and we want to clear the mess!” and it is usually a consequence of a previous dispute, where both parties reached an agreement. Unfortunately, sometimes your refund might be declined or delayed, because the casino ‘has forgotten’ to do its part of the deal.

Symptoms: Casino refuses or delays to pay a refund beyond reasonable period of time and/or what’s stated in casino’s own terms and conditions regarding cases of a refund.

Before submitting the complaint: In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which caused the delay. There are few questions and answers listed below, which may help you identify the case better or reconsider your intention to submit a complaint.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions regarding refunds (if stated)?
Neglecting or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay the initiated refund.
Did your verification procedure finished successfully?
Most online casinos would never send you even a dime, unless your personal identification is being confirmed by the casino security department. The verification process /also known as KYC - Know Your Customers / is one-time procedure where player is required to confirm their identity by providing casino with certain type and number of personal documents such as copy of an Identity Card or Passport, copy of a credit/debit card used upon depositing, etc. Usually this procedure runs fast, however due to its nature and the various checks conducted by the relevant casino security departments it might happen that the verification procedure could slow down the withdrawal process a bit. However, it definitely worth the time and troubles, because it is the only guarantee that your money will reach you and not someone else.
Are you a player from the USA?
If so, then you should know that due to the implementation of The Unlawful Internet Gambling Enforcement Act of 2006 (or UIGEA), the US players are facing significant difficulties while practicing online gambling, including but not limited to huge delays of all withdrawals, because of the usage of a third party payment processors. Try to be patient although it’s not that easy and give the casino a few more days, before submitting the complaint.

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Overview: Of all the bonus related issues, those for bonus terms violation are undoubtedly the most common ones. And it’s not that surprising if you just look at all the terms and conditions associated with a single casino bonus and you will realize how difficult and exhausting could be to follow and abide to all of them. But everything comes with a price and the bonuses do not make an exception to that rule. So, if you want to enjoy your stay at the casino and have flawless and fast withdrawals in the end, simply do the necessary to follow the rules carefully and make sure you know the actual meaning of each and every one of the terms. Be warned, breaking even the slightest of these rules would probably lead to your winnings and bonus funds being voided.

Symptoms: Usually when a player is accused by the casino of breaking one or multiple terms and conditions, associated with a particular bonus.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions, associated with bonuses?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to void all winnings and/or funds derived from the used bonus.
Did you create more than one account with the casino?
If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which literally means you can forget about your winnings and bonus and hope to get at least a refund of your deposits.
Did you check are there any country based restrictions regarding the bonuses?
A lot of players think that if they are allowed to play in a particular casino, then they are allowed to benefit from its bonuses by default. But that’s simply not true and you would be surprised by the fact how many online operators actually imply totally different list of restricted countries regarding the registration and bonus usage.
Is there anyone else playing at the casino and using your computer, IP address or any other personal details, such as e-mail or postal address?
These are all possible reasons why your bonus and winnings were removed by the casino. So, if you want to avoid such unpleasant situations, better do the necessary and don’t share an address, IP or any other personal detail with another player in the same online casino.
Did you stick to the max bet rule?
Most of the online operators have this specific rule, stated among their bonus terms and conditions. Basically it means you are not allowed to place a bet, larger than a predefined value and if you break this rule, the casino is within its powers to act accordingly.

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Overview: Although it is not a very common issue, you might eventually come to a situation, where a casino, intentionally or not, does not credit your account with a bonus you tried to use. This might happen due to a software glitch, but more often the reason for your bonus being not credited, is that you have breached some of the numerous bonus terms and conditions and the casino system has detected the breach. We understand that such a situation could be rather unpleasant and pretty hard to resolve successfully, and it would probably require a lot of chat sessions and e-mails exchange, but at least by going through the process of clearing the issue, you would possibly avoid bonus related issues at a later stage. Or in other words, better spend some time and see what’s wrong with your bonus and why it wasn’t credited, than dealing with more serious and unpleasant issues afterwards, like winnings and bonus funds being confiscated for example.

Symptoms: Usually when a casino, intentionally or not, does not credit your account with a bonus you tried to use.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions, associated with bonuses?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay the crediting of a bonus.
Did you check are there any country based restrictions regarding the bonuses?
A lot of players think that if they are allowed to play in a particular casino, then they are allowed to benefit from its bonuses by default. But that’s simply not true and you would be surprised by the fact how many online operators actually imply totally different list of restricted countries regarding the registration and bonus usage.
Did you create more than one account with the casino?
If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which means you can forget about getting a bonus and hope to get at least a refund of your deposits.
Is there anyone else playing at the casino and using your computer, IP address or any other personal details, such as e-mail or postal address?
These are all possible reasons why your bonus wasn’t credited by the casino. So, if you want to avoid such unpleasant situations, better do the necessary and don’t share an address, IP or any other personal detail with another player in the same online casino.

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Overview: The expression ‘bonus abuse’ is often used by online casinos when it comes to explaining a certain fraudulent activity done by a player with a bonus offer. Most of the online operators have even dedicated a special place to it in their terms and conditions but unfortunately, still the majority of online gamblers don’t completely and properly understand the real meaning of the ‘bonus abuse’ term and think it is the same as breaching some of the bonus terms and conditions. But it’s not, because what a real ‘bonus abuse’ means is when the bonus terms and conditions are breached absolutely intentionally and explicitly by a player, willing to benefit from a given bonus by the usage of some fraudulent activities. A typical example of such an ‘abuse’ would be a player, who creates multiple accounts in order to take advantage of some great bonus.

Symptoms: Casino accuses you of creating multiple accounts in order to benefit from its bonus or some other fraudulent activity, connected with bonus usage.

Frequent questions and possible solutions for your issue

Did you check carefully what’s written about the ‘bonus abuse’ issues in the casino terms and conditions?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and mark your account as “abusive”, which practically means that your account would be closed, winnings and bonus funds – confiscated and the deposits – refunded.
Did you create more than one account with the casino in order to take a bonus more than once?
If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which means you can forget about winnings and bonuses and hope to get at least a refund of your deposits.
Is there anyone else playing at the casino and using your computer, IP address or any other personal details, such as e-mail or postal address?
These are the most common cases of issues, connected with ‘bonus abuse’ accusations. So, if you want to avoid such unpleasant situations, better do the necessary and don’t share an address, IP or any other personal detail with another player in the same online casino.

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Overview: Surprisingly, some players prefer playing in a casino without the benefit of using a bonus. And since the process of crediting a bonus is already fully automated by most of the online operators, especially when it comes to the welcome bonuses, sometimes these players stumble across a situation where they cannot start to play, because a bonus, which was never asked, was credited to their balance by the casino system. To resolve such situations, player is required to immediately contact that casino support and request a bonus removal, prior to placing even a single bet. The casino is not allowed to refuse such a request and doing the opposite could be a valid argument for a player to seek rights accordingly.

Symptoms: Usually when a casino, intentionally or not, credits your account with a bonus that was never asked.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions, associated with bonuses?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay the bonus removal.
Did you place even a single bet after the unwished bonus was credited to your balance?
If so, then the casino is within its powers to refuse any bonus removal, because even a single valid bet means that you have accepted voluntarily all terms and conditions, associated with the particular bonus.
Did you contact the casino support immediately and ask them to remove the bonus?
Always try to get in contact with the casino support as soon as possible in case of an issue. And don’t forget that most bonuses are connected with some time restrictions and terms.

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Overview: Although it might be considered as a typical software glitch, the so called ‘wrong calculations’ situation was separated intentionally. The reason for this is that every time a player is experiencing wrong calculations, made by the gambling software, he/she is actually losing (or winning money) which is totally unacceptable for decent casino software. A typical example of such a case would be when playing a slot at full 243 lines for example, but winnings being calculated only for 81 lines; or when a feature is started with some multiplier, but the winnings during the feature are not multiplied at all; or when you are playing a game at 8 coins for example but it is paying as if played with 9 or 7… A wrong calculation issue might also occur due to a combination of multiple software glitches, but what’s worth to know is that luckily, such cases are extremely rare. You might play for years and yet never to experience such an issue, but it’s better be prepared.

Symptoms: When gambling software is producing wrong and/or inaccurate calculations of winnings during gameplay session.

Frequent questions and possible solutions for your issue

Did you contact the casino support and try to find out what’s wrong with the software?
In case of an emergency with a casino, there’s no one else to help you better but the casino support. If someone knows the exact reason for the casino software becoming buggy, this would be definitely them.
I think I’ve lost (or won) some money, because of these wrong calculations, what to do?
Contact immediately the casino support and insist to know the exact reason for the software glitch to happen and to get the full system log for the session in question. The casino management is obliged to cooperate to player and to provide all necessary details upon player’s request.

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Overview: Have you ever experienced a situation when all of a sudden the casino software stops responding, you got disconnected and thrown away of the current game; or when you finally hit a free feature, but the feature does not start; or when the reels seem to be spinning forever, although the casino connection is good; or when you try to connect but only some weird error messages constantly pop up… Well, you can consider all of the aforementioned situations as typical examples of a so called ‘software glitch’. Of course there are a lot more possible situations, but what’s really worth to know is that every time gambling software behaves abnormally or generates incorrect or unexpected results, is considered a software glitch. Just like every other kind of software, the gambling one is not immune to such glitches or bugs, so whenever you notice the casino software is behaving in unintended ways, better stop playing immediately and let the support know about the issue.

Symptoms: Usually when gambling software behaves abnormally or generates incorrect or unexpected results.

Frequent questions and possible solutions for your issue

Did you contact the casino support and try to find out what’s wrong with the software?
In case of an emergency with a casino, there’s no one else to help you better but the casino support. If someone knows the exact reason for the casino software becoming buggy, this would be definitely them.
Did you follow accurately the installation guidelines?
Sometimes, skipping a step or two when installing the casino software might cause this software running abnormally. It’s your responsibility to follow the installation rules in the correct order.
Did you check whether your PC/laptop/mobile device is compatible with the minimum software requirements?
If not, here’s the most often reason for the occurrence of a software glitch. Be careful when reading the software requirements and be absolutely sure your device is meeting them, otherwise there’s no need to install the software at all – it would never run as it is supposed to.
I think I’ve lost some money, because of a software glitch, what to do?
Contact immediately the casino support and insist to know what was the exact reason for the software glitch to happen and to get the full system log for the session in question. The casino management is obliged to cooperate to player and to provide all necessary details upon player’s request.

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Overview: Despite the security and reliability of the modern gambling software platforms, none of them are immune to a communication breakdown or some hardware issue for example. The good news is that these technical troubles usually don’t last more than a couple of hours, while the bad news is that sometimes these issues are the cause of weird situations. One of these weird situations is when there’s a difference in the amount of your balance before and after the software problem. And as the most often case is for a decreased balance, we have named this type of situation “missing funds”. Missing funds issue could also be a cause of abnormal software behavior during the withdrawal or deposit process.

Symptoms: A difference in the amount of your balance, caused by a software problem or mistake, which usually occurs after some technical problem or communicational breakdown.

Frequent questions and possible solutions for your issue

Did you contact the casino support to find out what’s the problem?
Don’t rush to give publicity to your problem before you get a decent explanation from the casino support what have happened actually and what was the reason for the change in your balance.
Are you absolutely sure there’s a difference in your balance before and after the software problem?
We had a couple of complaints last year of players accusing casinos for missing funds, but it turns out eventually that everything was ok with their balances and players were just trying to find an ‘easy’ way to add some free money to their accounts, taking advantage of the software problem. Please, be aware that s simple log from the casino software would easily reveal any attempt for a fraud.

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Overview: If there’s a suitable example for a vast ocean, hiding behind a simple word, then this word would definitely be ‘fairness’! When it comes to the combination ‘gambling software fairness’, better add an ocean or two, as there’s so much written and said about it. But still, even after so much being said and revealed over the years about how gambling platforms are actually working and producing fair, random and honest outcome, we have a huge amount of players, having their suspicions for this gambling software being ‘rigged’ in some way. Whether such suspicions are justified or not is a completely different story. The question if the online casinos actually do everything within their powers to dispel any doubts is still opened and certainly not yet found its unequivocal answer.

Symptoms: Usually when a player considers certain gambling software as ‘rigged’ or not acting fairly and randomly.

Frequent questions and possible solutions for your issue

Did you check if the casino is using software, which is certified by a legal and trustworthy laboratory prior registering?
There’s only one way to be sure if the gambling software you are using is totally random and fair – to check if it is certified by a specialized laboratory, which has the required licenses and expertise to analyze and issue a certificate for such kind of software. Playing at online casinos, using software without the required certificates is at your own risk.
Did you check if the casino is using software, which is certified and audited by a legal and trustworthy third party ‘watchdog’ organizations prior registering?
Seeing the logo or seal of a trustworthy “watchdog’ organization at the bottom of the casino’s webpage, such as eCOGRA for example, means you are at safe hands and that software is producing a fair and random outcome. In addition you would even have the opportunity to check the latest RTP stats for the casino as an overall value, or separated by type of games. Playing at online casinos, using software without the required certificates is at your own risk.
Did you know what all these terms and abbreviations like RTP, RNG, TRTP, eCOGRA, TST and suchlike mean?
Before rushing to publicize how furious and angry you are at a certain gambling software, which you think it totally rigged, please spare an hour and try to understand the basics of the casino software fairness and randomness and how these conditions are measured and certified.
I lost a huge pile of money in the casino, there’s no way for the software to be fair?
Well, let me disappoint you. The software you are referring to is probably absolutely fair or at least at 99.99% of the cases and thus, the chance to hit big is equal to lose big. By the way, why there’s no one ever complaining from winning too much?
Is there even any way to prove a casino is using software, rigged in some way?
Maybe, but we still haven’t met such. Even if you manage to find a way somehow, you must be solid in arguments, actually rock solid, in order to make the software provider paying you some attention. We don’t say you are not right to be suspicious, but it’s just so difficult and almost impossible for a single man to prove that a product, made by hundreds of other people is not working fair and square!

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Overview: Sometimes it happens that the deposit was made, but for some reason, the amount did not appear in the casino account. These moments are very unpleasant because the player usually immediately began to think he was the victim of fraud and the ensuing panic often leads to reckless actions. The best thing you can do in this case is to contact the casino support team immediately, and while waiting to find out the reason for the delay in deposit, you can try to contact your bank or check online whether the deposit was ever made or was denied by the bank. Keep in mind that sometimes crediting the amount from the deposit into your casino account can take some time, although usually the operation is performed for a minute or two, but when deposited by a bank transfer for example, delays can last for days.

Symptoms: A deposit was made, but for some reason, the amount did not appear in the casino account.

Frequent questions and possible solutions for your issue

Did you contact the casino support and try to find out what’s wrong with your deposit?
In case of an emergency with a casino, there’s no one else to help you better but the casino support. If someone knows the exact reason for your deposit still missing, this would definitely be them.
Are there any differences between the information given while registering and your real personal details?
If so, then you are in a trouble and probably the deposit has been already refused. I can tell you from personal experience that you won’t find many online operators who would even think of a compromise with this as most of online casino are obliged to follow some measures against money laundering and international crimes. Or in other words, the name on the credit card you are trying to deposit with, must be the same as the name, used while registering at the casino.
Did you already go through the verification process?
There are some online operators, who would never allow you to deposit prior going successfully through the process of verifying your identity.
Are you a player from the USA?
If so, then you should know that due to the implementation of The Unlawful Internet Gambling Enforcement Act of 2006 (or UIGEA), the US players are facing significant difficulties while practicing online gambling, including but not limited to deposits, being slowly processed, because of the usage of a third party payment processors. Try to be patient although it’s not that easy and give the casino a few more hours, before submitting the complaint.

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Overview: Allowing the players themselves to limit the amount of total deposits held by them for a period of time, is a way by which casinos try to help the players, who have certain problems controlling their expenses. Changing or fixing these limitations could easily be set up via casino software, and it is quite smooth and trouble free process. Essential is the fact that if you decide to change these limits you must wait for a certain period of time, which can also be considered as a measure of protecting you from a compulsive gambling. Usually this period is 24 hours, but could vary from a few hours to a few days, depending on the particular online operator, but one way or another, the casino is obliged to comply with your limits and is not allowed to accept even a cent over the predefined deposit limit.

Symptoms: The casino operator is accepting deposit amounts, which are exceeding the deposit limits, or the player is not willing to comply with the predefined time frames for changing the deposit limit.

Frequent questions and possible solutions for your issue

Did you read carefully all the casino terms, associated with setting and maintaining a deposit limit?
The ignorance or misunderstanding of the casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly. If it’s written that you have to wait at least 24 hours until the deposit changes take place, then you must wait for a day and that’s all, no exceptions would be accepted.
Did the casino accept deposit amounts, exceeding the deposit limits?
If so, then you are free to ask for a refund for all sums accepted by the casino, which are over the deposit limit, you have set. There are no exceptions for this rule and each casino is obliged to follow it.

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Overview: Verifying your identity in front of the casino security department is a usual, one-time procedure, which you are supposed to go through while playing at each and every online casino. While some of the operators start this process immediately after the registration is complete, most of other casinos will probably ask you to confirm your personal details once a withdrawal has been submitted. One way or another, you should know that issues, connected with the verification procedure are the reason for some deposits to be delayed beyond reasonable time period and even to be refused. Casinos take this process seriously and none of them will even discuss a compromise if any of your personal details is not in order or it’s fake. It is the only way for the casino to fight with cheaters and fraudsters, to cut any attempts for money laundering and to be sure that your money will reach you only and no one else.

Symptoms: Casino refuses or delays the deposit beyond reasonable period of time and/or what’s stated in casino own terms and conditions about verification procedure and security policy.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions regarding verification procedure?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay an initiated payment, until your personal identification is not fully and undoubtedly confirmed.
Did you accurately and carefully follow the casino verification process?
If a casino wants you to send some document, then do it. If they want you to send a clear and readable copy/scan of a document, then do it. And don’t forget it is for your own safety too.
Are there any differences between the information given while registering and your real personal details?
If so, then you are in a trouble and probably the payment has been already refused. I can tell you from personal experience that you won’t find many online operators who would even think of a compromise with this. Maybe if a single letter or two are wrong you may succeed to persuade the casino, but if we talk about wrong name, address or e-mail, I’m afraid you have to be very, very convincing in order to make the casino reconsider.
Do you have more than one account with a casino?
If so, you have to be absolutely sure it will come out while the verification process is going on. Having multiple accounts is a direct breach of the casino terms and conditions, which means you can forget about the withdrawal and hope to get at least a refund of your deposits.

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Overview: Making a single deposit may look as a piece of cake, but it is not that easy after all. Just imagine what lies behind the single click on a “Deposit’ button and how many connections and responses are being sent and received lightning fast over the Internet in just a couple of seconds between casino system, bank and payment providers. So, won’t be a big surprise for you to know that errors do happen from time to time even with the deposits. You may come to a situation when your deposit query was processed smoothly from the casino’s side, but is double charged by your bank or local credit/debit card issuer for example. However, such issues are extremely rare, but if they happen, you have to contact the casino support and your bank as soon as possible after you notice the double charge.

Symptoms: Usually when a deposit is normally received and credited to player’s account, but is double charged by the bank or payment provider used by the player to deposit.

Frequent questions and possible solutions for your issue

Did you contact your bank or payments provider and try to find out what’s wrong with your deposit?
In case of an emergency with a casino, there’s no one else to help you better but the casino support. But in this case If someone knows the exact reason for your deposit being double charged, this would definitely be them.
Did you intend to make only one deposit?
Sometimes a player might decide to make a series of deposits at a casino in a very short period of time and the casino might have missed one of them. If that’s the case, contact the casino support and try to find out where’s the missing deposit after all.

You are one step away from submitting your complaint

Overview: Closing player’s account is a means, often used by the online casinos, in case they have enough reasonable doubts in certain fraudulent activities. An account closure could also been the consequence of some other issue, occurred between the casino and the player. A typical example might be a verification failure or a deposit chargeback to name a few. It’s a serious matter, no doubt, but whenever you stumble upon it, don’t panic and contact the casino support immediately, you will be surprised how many times it appears the account closure was done by some mistake or misunderstanding.

Symptoms: Usually when a casino closes player’s account, due to enough reasonable doubts of certain fraudulent activities.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions?
The ignorance or misunderstanding of the casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and even to close your account if necessary.
Did you attempt to register from a country, players from which are restricted from playing in the casino?
Is so, sorry, but online casinos are extremely strict when it comes to certain country based restriction. Most online operators have valid and legal rights to offer gambling over the Internet only in certain territories and if your country is not among the list, there’s no other option for the casino but to close your account as soon as possible.
Did you create more than one account with the casino?
If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which means the casino will block all of them as soon as possible.
Did you successfully go through the verification process?
Most of the online casinos would never send you even a dime, unless your personal identification is not confirmed by the casino security department. The verification process is the only guarantee that your money and personality are in safe hands and will reach no one else, but you and thus, if you fail going through it, you’ll be immediately banned from the casino.

You are one step away from submitting your complaint

Overview: Basically, the meaning and reason for existence of the casino terms and conditions is to regulate all type and kinds of relationship between you and the casino. Think of them as some kind of a ‘contract’ between both parties, which means that breaking even one point of that contract would have consequences, just like with everything else in the real life. And since usually these casino terms are dozens, sometimes even hundreds, covering almost each and every aspect of the relationship casino-player, you will probably not be surprised to know that breaking casino conditions is one of the most often occurring issues. Is there a way to prevent yourself from falling into such a situation? Of course there is a way, just read carefully all the terms and conditions, no matter how much and how long they are and be sure not to step over one or more of them.

Symptoms: When one of the parties is accusing the other one in breaking the casino terms and conditions.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions?
The ignorance or misunderstanding of the casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and even to close your account if necessary.
Was the casino trying to implement the so called “God’s” clause?
If so, don’t panic and try to contact the casino license issuer and/or casino regulatory body and ask for their assistance. There’s no such thing as a “God’s” clause and soon the casino would be reminded of that fact.
Was the casino trying to break its own rules?
If so and you have experienced negative consequences, you are within your powers to seek for your rights, including in a legal way.

You are one step away from submitting your complaint

Overview: Registering in an online casino is usually an easy process and most operators are trying to make it as painless and smooth as possible. Despite all the efforts however, you may stumble upon a situation when the registration process is a real pain, when even after entering all the required details, the casino system just keeps saying “ Registration error” or something like this and you are not allowed to play. Another possible scenario is when the registration went trouble free but then your account is blocked for some reason by the casino system. Sometimes you may be blocked from registering even for a reason of your name being very close to another name in the casino database, which is associated with fraudulent activities or such. Remember, no matter what happens, you should contact the casino support as soon as possible if registration issue occurs as they are the only ones, who can really help and solve the issue.

Symptoms: Player’s account is blocked or closed by the casino system, due to some issues, connected with the registration process.

Frequent questions and possible solutions for your issue

Did you familiarize yourself carefully with all the casino terms and conditions prior trying to register?
Are you trying to register from a country, whose players are restricted from playing at the casino? This is the most often reason for a registration attempt being blocked or refused but of course, there might be other casino terms, which you have breached unknowingly during the registration process.
Did you carefully follow all the registration guidelines?
If something went wrong with your registration due to some misunderstanding or neglecting of the guidelines, you may blame only yourself.
Did you contact the casino support and try to find out what’s wrong with your account?
In case of an emergency with a casino, there’s no one else to help you better but the casino support. If someone knows the exact reason for your account being blocked or suspended, this would definitely be them.
Were you trying to create more than one account with the casino?
If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which means the casino will block all of them as soon as possible, usually very soon after the registration process is over.

You are one step away from submitting your complaint

Overview: Although such cases are rare, the industry is not 100% immune to communication breakdowns, server or other hardware issues and even human mistakes. Sometimes the reason for the casino to simply stop responding by all means (software, contact facility and support team) is a pure matter of internal outstanding financial relationships between software provider and a casino for example. Sometimes the operator manages to recover from such offline issues very fast, but in certain situations it might take ages to return to normal operational mode. And during all this time, customers are not able to access neither the casino website or its software or usually-both. Now try to imagine what tens of thousands of players were experiencing back in 2012, when the software of not one, not even two, but whole five casinos, suddenly stopped working and responding in a blink of an eye and then remained the same state for weeks!

Symptoms: Casino website and/or software suddenly stops responding and operate in a normal mode and customers are not able to access their accounts and funds.

Frequent questions and possible solutions for your issue

Did you try to contact the casino support to find out what’s wrong?
In case of an emergency with a casino, there’s no one else to help you better but the casino support itself. Usually when a casino is offline, the efforts are directed toward the support team in order to provide the necessary information to affected players.
For how long is offline the casino?
Usually a casino might become offline due to some technical problem and often this issue is resolved in just a few hours, sometimes more, but it rarely takes more than a day. So, don’t rush to ring the bells and give the casino some time to cope with the problem. And don’t worry, they rush a lot more than you, because they are losing money for each and every second while being offline.

You are one step away from submitting your complaint

Overview: Requesting a self-exclusion from an online casino, no matter if it’s for a certain period of time or permanent, is probably the most serious action a player can take. Basically, to self-exclude from a casino means to close your account and to stop receiving any promotional e-mails, news and letters. Most common reason for this exclusion is if a player detects a certain degree of a gambling addiction. The online operator is obliged to cooperate as fast as possible and is not allowed to use any delay tactics or trying to dissuade player, but has to fulfill player’s will immediately. Be aware that most of the online casinos would ask you to send an e-mail or letter to verify unambiguously your request for a self-exclusion. Since such an action is very serious and cannot be reversed during the period stated at the time of closing the account, we sincerely advise you to think twice prior requesting the casino to act.

Symptoms: Usually when a casino refuses, delays or does not cooperate accordingly with a player who requested a self-exclusion, due to some degree of a gambling addiction.

Frequent questions and possible solutions for your issue

Did the casino really execute your request for a self-exclusion as fast as possible?
It’s hard to set some time frames for a casino to fulfill such a request, but usually the whole procedure does not take more than a couple of days, even if we talk about a permanent self-exclusion. Some of the most reputable and trustworthy operators would react on your request in just a few hours, others would need more time, but none of them is allowed to refuse.
Did the casino allow you to play and deposit during the self-exclusion period?
If the operator allows you to deposit and play during this period, for which your account was supposed to be suspended and closed, then the case could be considered as a serious violation of the basic responsible gaming policy. You are then within your powers to insist on a full refund for the stated period if the money was lost.
Did you familiarize yourself carefully with all the terms and conditions, associated with the responsible gaming policy?
The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly.

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