Why Casinos Withhold Payments
There are both legitimate and illegitimate reasons that a casino will refuse to pay you back. Legitimate reasons include: you have not submitted your KYC documents, you have not met the wagering requirements of the bonus you claimed or there was a technical error. Illegitimate reasons include the casino applying unfair bonus terms, stating that you have violated terms of a bonus that you claimed or the casino acting in bad faith with your account.
The steps below will assist you in the situation where the casino has an unjustified reason for refusing to pay you back.
| Escalation route | When to use | Typical timeline | Binding decision | Cost |
|---|---|---|---|---|
| Casino support (email) | Always first | Up to 8 weeks | No formal obligation | Free |
| ADR - IBAS | UKGC-licensed casinos | 4–6 months | Yes | Free |
| ADR - eCOGRA | MGA / others | 30–90 days | Yes | Free |
| MGA Player Support | MGA-licensed casinos | 4–8 weeks | Mediated | Free |
| UKGC complaint | UKGC-licensed casinos | Months (feeds enforcement) | No (indirect) | Free |
| Chargeback (card) | Any casino, paid by card | Typically 30–45 days | Bank decision | Free |
| Community complaint | Any casino | Variable | No | Free |
6 Escalation Steps - Follow in Order
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1
Gather all evidence first
Prior to contacting the customer service representative of the casino, take screenshots of all information related to your account. Take screenshots of your current account balance, the request for withdrawal, all the communication with customer service, the bonus terms and your KYC documents. Save these screenshots to a folder on your computer that you can access quickly.
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2
Contact casino support in writing
Submit a written complaint to the customer service department of the casino via email. Do not use live chat to make your complaint. In your written complaint, include your account information, the amount of money you deposited into the casino, the reason the casino is refusing to pay you back and the reason that their stated reason for refusing to pay you back is incorrect. Request a written response with a decision within 8 weeks of the date of your written complaint.
Keep a copy of every email and the date sent.
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3
Escalate to the casino's ADR (UKGC and MGA casinos)
UKGC and MGA-licensed casinos must appoint an independent Alternative Dispute Resolution (ADR) provider. The casino's terms and conditions must name the ADR. Common ADR providers include:
- IBAS (Independent Betting Adjudication Service): ibas-uk.com
- eCOGRA: ecogra.org
UKGC or MGA licensed casinos are required to appoint an independent third-party Alternative Dispute Resolution (ADR) provider. This information should be stated within their Terms and Conditions. Submit your case to the ADR provider along with all the evidence that you compiled. The ADR provider will resolve the dispute between you and the casino and state their decision in writing. This is completely free for you as the player.
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4
Report to the regulator
Even if your case is being settled by the ADR provider, it is important that you report the casino to the regulator. The regulator uses complaints from players to determine which casinos to investigate and take action against.
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5
Request a chargeback from your bank or card provider
If you deposited using a credit or debit card, contact your card provider. Many card companies allow players to request a chargeback for products or services within 120 days of the transaction date.
- Time limit: Most card schemes allow 120 days from the original transaction date. Act quickly - do not wait until the ADR process completes if the chargeback window may close.
- Visa: Allows chargebacks for gambling transactions under "services not provided" or "misrepresentation". Success rate varies by bank and circumstance.
- Mastercard: Similar chargeback rights; some banks treat gambling deposits under a different reason code. Speak to your bank directly.
- Debit cards: UK debit card chargebacks follow the same process as credit cards for most purposes - your bank uses the card scheme's dispute process.
- Bank transfers: There is no chargeback mechanism for bank transfers once they have passed between you and the casino.
- Crypto: Cryptocurrency transactions are irreversible and there is no chargeback mechanism for transactions done with cryptocurrency.
PayPal has a separate procedure for disputing transactions. To request a chargeback on your transaction, log in to your PayPal account and open a dispute under the Resolution Centre in 180 days of the transaction date.
Note: some banks decline gambling chargebacks on policy grounds. If your bank refuses, ask them to reconsider under the specific chargeback reason code and provide all your evidence.
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6
Use community complaint platforms
Posting a complaint on various online forums and platforms will put pressure on the casino to respond to your complaint. Some of the best known forums for players to post their complaints are AskGamblers and CasinoMeister. These two companies have dedicated sections for players to file complaints that are publicly visible to other players.
If the Casino Is Unlicensed
If the casino that you played at is not licensed by a recognised regulatory authority, there is no ADR provider or regulator to complain to. Your only options are to request a chargeback on your deposits and the various online complaint forums.
Avoid This Situation in Future
Always read the full terms and conditions of the bonus offer before claiming it from a casino. Ensure you are aware of the wagering requirements of the bonus. Always complete your KYC process before withdrawing from your casino account as most licensed casinos will allow you to upload the required documents at any time. Always play at a UKGC licensed casino or MGA licensed casino, as both require operators to provide a binding ADR process at no cost to the player. See our curated list of the safest online casinos for a pre-verified starting point.