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What to do if an online casino doesn’t payout

In this time and age, there are plenty of casinos which give the industry a bad name. Although there are plenty of UK-licenced casinos that care about their reputation and don’t break the rules, there are always a few bad apples.

So, what do you when an online don’t want to pay out your winnings? If you are a seasoned gambler, then you might have come across this problem. Winning at a UK casino doesn’t always mean you will get your hands on the money. If it’s still on your account, you might struggle to withdraw it.

While some casinos plain out refuse to pay out, others trip over their terms and conditions in the hope that you give your winnings or that you play them out.

Why would a casino refuse to pay out your winnings?

As the online gambling world keeps on expanding, players need to more cautious. There are plenty of rogue casinos around, and many will refuse to pay out if you strike it big. Keep in mind that here at GambleGenie, we only promote trustworthy casinos that have undergone all necessary checks.

The main reason that some rogue casinos might opt for this option is that they don’t want to lose money. They are in the business to make a profit. They might first try to delay your withdrawals as much as possible, in the hope that you will keep on betting your winnings again and losing them.

Though this is questionable behaviour, it is not entirely illegal, especially if you have agreed to any terms and conditions. There are other reasons why the casino might refuse to payout.

Significant reasons why withdrawals are rejected

·       You requested too little or too much

Almost every British online casino out there is going to impose some withdrawals limits. If a withdrawal is rejected, first make sure that you have requested the amount within these limits. You can learn more about withdrawal limited by going over the casino’s terms and conditions. These will also vary depending on the banking method of your choice.

·       You wagering requirements haven’t been cleared out

If you have taken advantage of a UK casino bonus, then you must first clear the wagering requirements. Before claiming any casino bonuses in the UK, it is always recommended that you go over the terms and conditions thoroughly and especially look for wagering requirements. Wagering requirements are the number of times you would need to wager your bonus before bonus cash is turned into real money. Most trustworthy casinos have a wagering requirement between 30x and 40x. You can learn more about how to beat wagering requirements here.

·       Verification of identity

One of the biggest reasons that withdrawal might be refused is that you haven’t supplied the casino with your proof of identity. As part of the ‘Know Your Customer’ (KYC) rules, casinos must ensure that you are who you say you are before payout. This is done in a bid to prevent money laundering or any potentially illegal activities.

Not all casinos will ask for this verification information. It depends on the size of the withdrawal, but in most significant cases, you can be expected to provide this information.

Before you request a withdrawal, you might be asked to send a variety of documents. These include a valid form of ID, such as a passport or driving licence, a utility bill and perhaps a photo of the card you used to facilitate your deposit.

How to ensure you get your winnings

If you are confident that your withdrawal isn’t blocked for the above reasons, then it’s time you take actions.

You must take screenshots of your casino activity. These should show your current balance at the casino. If possible, download transaction history, winnings history and take screenshots including the time on your desktop or phone.

All of these are important if things need to escalate, and legal action is required.

Once you have all this information in hand, it’s best to get in touch with customer support and ask for an explanation. It might be that you might have broken some rule, as stated in the terms and conditions. If a casino starts coming up with excuses and doesn’t give you a proper reply, move onto the next step.

Lodge a complaint

UK online casinos don’t like it when you air their dirty laundry in public. Not only does it damage their reputation, but it can put off potential customers from ever signing up. You can share your story on social media and tagging them.

There are also a few gambling forums that have hundreds of readers online. These forums work with casino representatives and can help you sort out any issues.

If you think the casino has done something unlawful and you call them out on it, chances are they will cough up the money. Any unsolved complaints make the casino business look bad.

Getting in touch with the Gambling Commission

One last step is to get in touch with the UK Gambling Commission and to lodge a complaint with them. Before contacting them, make sure you follow the previous steps. The UKGC tends to make casinos quake in their boots.

At this stage, we hope that the casino will payout your winnings. You can learn more about solving disputes here.

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