Refused or delayed payouts are among the most common problem online casino players face, so it helps to know what to do if your casino refuses to pay out at any time.
Casinos might refuse a payout due to delayed incomplete checks, misread terms for casino bonuses or even suspected suspicious activity, so it helps to know why it happens and what you can do if it happens to you.
Below, we’ve produced a guide for players to use if their casino does refuse to pay out, including information on common reasons why casinos withhold funds, what to do if it happens to you and common mistakes to avoid if it does happen.
What to do if your online casino refuses to pay out
Occasionally, casino players will try to make a withdrawal of any winnings, but a casino will refuse to complete the payout.
This can happen for a number of reasons, though most commonly it will be because the company considers your activity suspicious, or doubts your source of funding (and similar issues).
Nevertheless, there can also be much more simple reasons why an online casino app or site could refuse or delay a payout, with the most common being that the customer has not completed Know Your Customer checks.
These checks, also known as KYC checks, are done to verify someone’s identity and source of funds.
These checks are always completed before a customer makes their first withdrawal, meaning that withdrawal will often be delayed and will be slower than expected.
However, if subsequent withdrawals are also delayed or refused, it could be because a casino expects something else, or - for example – there are missing parts of your records or details.
In addition, a common reason for a casino not paying out will be because of terms and conditions.
For example, a customer might think they are capable of withdrawing, but the funds may still be subject to offer terms such as wagering requirements.
To this end, be sure to check the full T&Cs at any casino (and for any offer) before playing and ahead of making a withdrawal.
Key points to know
Below, we’ve broken down five key factors to consider when a casino is refusing to pay out:
Licensing requirements
All trustworthy UK casinos will be licensed and regulated by the UK Gambling Commission. This ensures that customers and their data are kept safe and secure. Readers can check a licence number on the UKGC website. Remember to only use licensed casinos, as unlicensed ones can refuse to pay out any winnings and you won’t have any player protection.
KYC checks
All regulated UK casinos carry out KYC – ‘Know Your Customer’ – checks before a customer can make a first withdrawal. This only happens before the first withdrawal, and is used to verify a customer’s identity, but it can be a common reason why a withdrawal is being delayed.
Your activity
Remember that an online casino can refuse to pay out your winnings if it has reason to believe your activity is suspicious, or if they doubt your source of income (and other similar issues). While this is its own problem, there are of course ways to navigate these issues and prove whatever you need.
Your rights
Remember that even if your new UK casino withholds payments, the Gambling Commission states that a business “should not hold on to your money unnecessarily”. Players have rights when they use regulated casinos, and they can also appeal to relevant bodies – such as the Commission itself – in order to find a resolution.
Responsible gambling & GamStop
All licensed gambling sites in the UK must offer the full suite of safer gambling tools – including self-assessment calculators, deposit limits, loss limits, max-bet limits, reality checks and time-outs – all of which help players to manage their casino bankroll.
In addition to the usual safer gambling tools, websites and apps that are licensed by the UKGC must also be signed up to GamStop, which is an initiative that allows users to exclude themselves from gambling sites across the entirety of the UK.
Common mistakes & misconceptions
The first notable mistake players can make – that results in a delayed or refused payout – is to not complete a gambling site’s KYC checks properly.
KYC checks are conducted when making your first withdrawal, and if the right documentation is not submitted then a withdrawal can be delayed or even refused.
Another obvious mistake that players can make when disputing a delayed or refused transaction is to not carry out the process correctly.
If you have already completed KYC checks, you should make sure to write to the gambling company requesting an explanation, and get the full refusal in writing.
Next, you can make a formal complaint to the operator, before escalating to a relevant body such as the Gambling Commission.
Make sure to also keep a full record, including the pending withdrawal, a cashier history, the site’s full terms and the entire history of communication.
Finally, as a last common misconception, regulated online casinos and UK slot sites “should not hold on to your money unnecessarily”, according to the Gambling Commission.
Bettors have a right to their winnings – if they aren’t doing anything illegal or against the terms of the site – so remember that a casino online cannot just keep your winnings without some sort of proof of error or wrongdoing.
Summary
If you want to know what to do if your casino refuses to pay out, you should follow the advice given throughout this article.
However, there are a few key things to remember, and some quick things you can do.
Remember that a casino can refuse to pay out for several reasons, from ongoing KYC checks to suspicious activity.
If this happens, players can do a range of things to try and speed up receiving payment.
These include making a formal complaint to the operator to escalating the situation to relevant bodies.
If doing so, remember to keep a full record of all communications, as well as things such as screenshots of the pending withdrawal, a cashier history and the site’s full terms.
Responsible gambling
When using any gambling site – from roulette sites to blackjack sites – it is vital that you remember to gamble responsibly.
Gambling in the UK is only available to people aged 18+ based in the country.
Gambling is a form of entertainment, not a way to make money. It helps to set a budget from the moment you start playing and stick to it.
Never bet more than the qualifying stake just to claim a bonus, and never wager more than you can afford.
If you need to, incorporate the use of responsible gambling tools into your play.
Those offered by our recommended casinos include self-assessment calculators, deposit limits, loss limits, max-bet limits, reality checks and time-outs.
In addition, GamStop allows users to exclude themselves from gambling sites, and all UKGC-licensed casinos online offer this option.
Should you wish to seek help for gambling-related issues, there are several charities and healthcare providers who offer support and information, including:
- GamCare - National Helpline number: 0808 8020 133
- NHS Help
- GambleAware
- Gamblers Anonymous
What to do if your casino refuses to pay out – FAQs
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