What to Do When Casinos Refuse Payouts

Steps to take when dealing with refused payouts

Before you proceed with these solutions, make sure you’ve tried to fix all the potential issues on your end. Oftentimes, common payment delays are resolvable, requiring casino verification or wagering requirement completion. If you can’t see any wrongdoing on your part, it’s time to escalate.

ℹ️ Pro tip: Whenever you speak to someone, send an email, or have a response, keep a record and keep it all together, as you may need it later if you cannot settle the matter with management.

1 - Contact customer support

There is no point in waiting for customer support to contact you. Contact the team and request either an explanation or a solution to your delay. You can usually contact them via one of the casino’s available channels:

• Live chat

• Email

• Telephone

• Social media

I recommend either live chat or phone if available, as it is the quickest method to contact someone. You can also check under your account dashboard, as there is often an internal messaging system where details of the delay are listed.

2 - Escalate to management

If you struggle to get the required information from customer support, you can contact the casino's management. Send them as much information as possible, remembering to include your user ID and communications with the customer support team. The Canadian casino will have a process for resolving issues on their website under their terms and conditions.

3 - File a formal complaint

If management’s response is unsatisfactory, it’s time to file a formal complaint with the relevant licensing body. They will start an investigation on your behalf. In most cases, this will be an international entity, as most Canadian gamblers play at offshore casinos. However, if you’re at one of the Ontario online casinos, you can file directly with the Alcohol and Gaming Commission of Ontario.

As for what to provide, you must submit all your evidence. The more you submit, the stronger your case. Once, you’ve made your case, the independent regulator will assess both sides before making its final decision.

4 - Take it to court

If you’ve tried all the above solutions and have yet to resolve your delayed payments successfully, you can take the matter to court. While this may seem extreme, it is a valid course of action if you believe your player rights have been violated.

Nevertheless, this step should be considered carefully; legal action will be unnecessary in most cases, as casinos will attempt to resolve it themselves first.

How online casinos handle payout issues

The resolution of declined payout issues at online casinos in Canada follows industry standards and regulatory requirements of the licensing bodies. Here are some of the most common steps and considerations casinos will take into account in resolving the problem:

• Verification process: Verifying your identity is necessary for the casino to process your payouts, so this is one of the most important steps to ensure you are compliant.

• Terms and conditions review: Online casinos will have detailed terms and conditions that should clearly state the player's rights and requirements. If a player does break any of the terms, the casino is within its rights to withhold their withdrawals.

• Communication: If there is an issue with your payout, the casino support team should be able to explain why and what measures you must take to rectify it.

Know your rights and be persistent

If you choose reputable casinos, comply with KYC, fix any account verification issues, and adhere to the casino's withdrawal policies, it will minimize your likelihood of payout delays.

That being said, if you are in a situation where a casino is not releasing your funds despite all attempts to resolve any issues, you are within your rights to escalate the matter and get a proper resolution. Communicate effectively, keep all information handy, and be persistent.