Complaint category
Payment issues at online casinos
Delayed withdrawals, refused payouts and refund problems are the most common complaint. Here's how to handle it.
What this category covers
Everything related to payment from the casino to you: delayed withdrawal, refused withdrawal, missing refund and verification problems blocking your money.
- Withdrawal on hold without explanation
- Refused withdrawal after KYC
- Refund denied for failed deposit
- Endless verification loop
Before you complain
- Step 1
Contact the casino in writing. Request a case number and written response. Phone calls don't count.
- Step 2
Allow up to 8 weeks. UKGC rules give the operator up to 8 weeks for a final response.
- Step 3
Escalate to ADR. Use the link in the «Where to escalate» section.
Evidence required
- Screenshot of balance and transaction history
- Transaction IDs for deposit and withdrawal
- Full email and chat chain with the casino
- Screenshot of terms at deposit time
- Bank confirmation (where relevant)
Where to escalate
In the UK, after the 8-week operator window you escalate to the casino's ADR provider (eCOGRA or IBAS). The UKGC supervises but does not arbitrate.
UK Gambling Commission
UKGC won't mediate individual disputes; they require players to go through the operator's ADR (Alternative Dispute Resolution) provider first. eCOGRA and IBAS are the most common ADR bodies.
FAQ
How long should I wait for a withdrawal before complaining?
+Standard is 7 working days after KYC is complete. If the casino can't point to a specific verification requirement after that, you have grounds to complain.
The casino says they need more documents — is that legitimate?
+It can be (AML rules) or a stalling tactic. Get the exact list in writing. If requirements keep changing, that's a red flag.
Can I do a chargeback at my bank?
+Yes, but it usually ends the casino relationship permanently. Use as a last resort.