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What Happens If An Online Casino Won't Payout?

What Happens If An Online Casino Won't Payout?

If you're playing an online slot or casino game using your own deposited funds and you land a win, you expect to receive your winnings per the game's paytable. But what happens when the online casino you've trusted with your time and money refuses to pay out? 

Regrettably, there are instances where online casinos refuse to pay out winners. However, it's important to note that this is not a frequent occurrence and usually happens under certain circumstances. Generally, this happens when players violate the casino's terms and conditions or fail to meet specific requirements. 

Account Verification Issues

One of the most common reasons for payout refusal is unverified accounts or documents. Online casinos require players to undergo a verification process, which involves submitting identification documents to prove their identity and age. If you haven't completed this process, the casino might withhold your winnings. 

Breach of Terms and Conditions

Every online casino has comprehensive terms and conditions that players must adhere to. These rules are established to ensure fair play and protect both the player and the casino. If the casino suspects that you've violated these rules, they reserve the right to withhold your winnings. 

Multiple Accounts

Creating multiple accounts under different names is strictly prohibited by most online casinos. This is a deceptive strategy often used by some players to exploit bonuses and promotions, and it's against the casino's terms and conditions. 

Jurisdiction Restrictions

If you're playing from a region where the casino doesn't hold a license, the casino can refuse to pay out your winnings. Some players use VPNs to bypass these restrictions, but this is a clear breach of the casino's rules. 

What Can You Do If An Online Casino Refuses To Payout?

If you find yourself in a situation where an online casino refuses to pay out your winnings and none of the reasons mentioned above apply to you, there are steps you can take to resolve the issue. 

Contact the Casino

The first course of action should be to get in touch with the casino's support team. Clearly explain your situation and ask for an explanation. It's essential to remain patient and polite during this process. 

Lodge A Complaint

If the casino's response does not satisfy you, or if they fail to respond altogether, you can lodge a formal complaint through the casino's complaint process. This usually involves filling out an online form or sending a detailed email to the casino's complaints department. 

Involve Third-party Resolution Platforms

If the issue remains unresolved after contacting the casino and lodging a complaint, you can escalate the matter to third-party resolution platforms. These platforms are independent bodies that mediate disputes between players and casinos. An example of such a platform is The Pogg. 

Can A Licensed Casino Refuse To Pay?

Yes, a licensed casino can indeed refuse to payout if a player has breached their terms and conditions. However, if you have not violated any rules, a licensed casino has no valid reason to withhold your winnings. It's crucial to note that most cases of payment refusal occur with unlicensed casinos, further highlighting the importance of playing at licensed and reputable online casinos. 

Can I Take Legal Action Against An Online Casino?

The answer is a resounding yes. You can sue an online casino for refusing to pay out your winnings without a valid reason. When you register with a casino, you enter into a contractual agreement that requires the casino to pay out your winnings. If the casino breaches this contract, taking legal action is a viable option. However, it's important to consider the potential money and time costs involved in such proceedings. 

Play At A Safe Online Casino

The best way to avoid issues with payout refusals is to play at a safe and reputable online casino. Here are some features to look out for when choosing an online casino: 

Licensing and Regulation

Check for licensing and regulation details on the casino's website. A safe casino will be licensed by a recognised gambling authority, such as the UK Gambling Commission (UKGC). 

Secure Payment Methods

A safe online casino will provide secure and diverse payment methods for deposits and withdrawals. 

Customer Support

Reliable customer support is a sign of a safe online casino. Look for casinos with multiple communication channels, including email, phone, and live chat. 


In conclusion, while it's unfortunate that some online casinos refuse to payout, it's not an insurmountable issue. By understanding the reasons behind such a refusal, taking the right steps, and choosing to play at safe, reputable online casinos, you can avoid any such issues.