What to Do if a Casino Doesn't Pay Out

Reasons online casinos don’t pay out your winnings

There are many reasons why customers experience payout problems from online casinos. While your first reaction would be that the online casino is fraudulent or criminal, it is not always the case. Here are a few reasons why online casinos might refuse to pay their customers:

Bonus wagering requirement

Not meeting bonus wagering requirements is one of the most common reasons online casinos refuse to pay their customers. This is because welcome offers have bonus terms that need to be completed before the funds can be withdrawn. And one of the main terms is the wagering requirement. This requires customers to play through the bonus money a certain number of times before it can be withdrawn.

For instance, if it has a wagering requirement of x5, it means your $100 bonus needs to be wagered until it reaches $500 before you can withdraw the bonus money. Some players try to withdraw these funds before the wagering requirement has been met and thus are refused to do so.

Always read a bonus’ terms and conditions before you start betting.

Unverified account

Forgetting to verify your account is another big mistake gamblers make when they register for an online casino. These verification processes are used to ensure each player is who they say they are to avoid duplicate accounts. While many online casinos require new customers to complete their verification before they can start gambling, other sites don’t.

If this is the case, new customers must give verification documents such as their ID, driver’s license, proof of address such as a utility bill, phone number, SSN digits, or other information to verify themselves. Also, some online gambling sites require additional verification documents if a player wants to withdraw an amount above a certain cap. Online casinos do it for anti-money laundering or anti-tax evasion purposes.

Once you register to an online casino, ensure you have completed the necessary verification process before sending in a payout complaint.

Not made a deposit yet

Ever heard of a no deposit bonus? Many legit online casinos offer new customers a free bonus without any deposit needed. This means if a player completes their registration, the casino will credit them with free cash. For example, the BetMGM casino promo code offers new customers a $25 free bonus for signing up.

However, these free casino bonuses can not be immediately withdrawn. Besides its wagering requirements, some online casinos require their customers to deposit money before any withdrawal can take place. This is to verify players’ accounts under their names.

Casino terms and conditions

Besides unsatisfied wagering requirements, many other terms and conditions may block any potential payout. Some online casinos have winning caps attached to their casino welcome bonuses. It limits the amount any new player can win and withdraw from their bonus funds. Have a look if your site has a cap, as it might be the reason you can not withdraw your casino winnings. Also, ensure you did not try to withdraw under the minimum amount. This can range from $10-$100.

Another major mistake is neglecting the casino or sports games’ contribution to the overall wagering requirements. A lot of times, certain casino games carry more weight toward your rollover requirement than others. For instance, slot games usually contribute 100%, whereas blackjack can be anywhere between 20%-50%. This means if the blackjack contribution is 50%, any $1 spent on blackjack will only contribute to $0.5 of the total required amount. Some casino games might not even contribute at all, leaving customers confused as to why they can not withdraw any of their bonus winnings. The same goes for online sportsbooks. Some only offer bonus funds for specific sports or games.

Lastly, always check whether you are in a state where online casinos are legal before trying to withdraw funds. If you are not and try and use a VPN, an online casino might block your access if you find yourself outside the legal gambling boundaries.

Rogue online casinos

It is of utmost importance to sign up for a reputable and licensed casino. Many offshore and dodgy online casino sites might try and take your money. Before you sign up for any gambling site, have a look at their operating license. They should have a legit license given by regulatory authorities within the state. This ensures that casino sites offer fair, safe, and secure online gambling. These licenses request many such rules, one of them also being partnered with a land-based casino of the state.

Offshore casinos are not regulated and do not have to adhere to any of these rules and regulations. Thus giving customers false information, which could potentially result in unfair gambling protocols. The same story can be observed with other offshore casinos that refuse to pay out winnings.

If you are unsure which online casinos are legit and licensed operators, read our articles here at Gamble USA. We review top-quality licensed online casinos and sports betting apps for our readers to enjoy.

How to tackle casinos not paying out

If you are having online casino withdrawal problems, there are ways to sort them out. Here are a few tips from our team on how to ensure you get the money that is rightfully owed to you.

Ensure its not your fault

First of all, ensure the restricted payout is not due to the reasons above. Things like wagering requirements, casino game contributions, legal states, and verification processes can all be the reason why the casino is refusing a payout. Do a thorough check to ensure you completed all the requirements and terms before placing the blame on them.

Contact customer support

If an online casino refuses to pay out any of your winnings, and the problem is not from your side, you can contact their customer service. Most casinos offer 24/7 customer service to help with any issues, especially payout problems. Remember to not jump the gun and accuse the casino of anything until you have heard their side of the story.

Send them an email or use the live chat box option to talk to a representative to explain your problem. The answer might be given immediately or within several days. If they do not reply or help you with your case, you may try and report the case.

Report the online casino in the state gambling authority

If you are not being helped, you can report the case to the state gambling authority. As we said, each online casino is regulated by a gambling authority of the state to ensure fair, safe, and secure gambling protocols.

Reporting your problem to this authority will ensure your problem is heard, which will also mount pressure on the online casino to take action. The Gambling commissions email can be found on any legal casino’s website within the state. Simply write them an email explaining exactly what your problem is.

However, the gambling sites we recommend here on Gamble USA are all trusted casinos that have amazing customer service. So choosing one of our top-rated sites will minimize the chances of these problems.

Important: Offshore online casinos licensed by Panama, Curacao, or Costa Rica do not hold state licenses and therefore this step doesn’t apply. That’s how they get away from now paying out winnings.

File a lawsuit against the casino

If you are still unsuccessful, you could go the legal way and file a lawsuit. This could prove to be expensive, but if you have a lot of money stuck in your player accounts it is your best option.

Send all your evidence of the matter by taking screenshots and whatever else is needed to explain your situation. Your lawyer will gather this information and discuss with the casinos where they have breached the law. Usually, casinos will respond quickly as they would prefer to settle these matters outside of the court. However, you might need to go to court if they do not.

Note: Rogue casinos are situated outside of the US, so you will need a lawyer from the same country to represent you. It is better to play at online casinos that are regulated in the US.