One of the most unpleasant moments for any player is waiting for a payout, which is delayed indefinitely. You played fairly, won and made a withdrawal request, but the money is still not credited to the account. Panic, anger, and a sense of powerlessness are familiar emotions. However, in most cases, premature conclusions should not be made. A delay in payment does not always mean fraud on the part of the casino. In this detailed guide, we will analyze all the possible causes of delays, provide you with a clear step-by-step plan of action and explain how to competently defend your rights and get a well-deserved winnings.
The first reaction is to write an angry letter to support. But we recommend spending 10-15 minutes on your own first. This will save you time and nerves, and in a dialogue with the casino, you will look prepared and confident.
Go to your personal casino account, in the "Cashier" or "Transaction History" section. Find your withdrawal request and look at its status. Options:
Pending: This is a standard status. The casino has received your application and queued it for processing by the finance department.
Rejected: If the application is rejected, the money should have been returned to your gaming balance. In this case, the casino is obliged to provide a reason for the rejection.
"Awaiting Documents": This means that you are required to complete verification in order to process your payout.
Yes, it's boring, but it's critically important. Pay attention to the points regarding financial transactions:
Withdrawal deadlines: The rules always specify the regulatory deadlines for processing applications (for example, "up to 24 hours", "1-3 business days"). It is important to remember that "working days" usually do not include weekends and holidays.
Withdrawal limits: Make sure that the requested amount does not exceed the daily, weekly, or monthly limits set by the casino. If the winnings are large, they may be paid out in installments.
Bonus wagering rules: If you played with a bonus, make sure that you have fully met all the wagering requirements. An early withdrawal attempt before the conditions are met is the most common reason for refusals.
If the casino withdraws money to you for the first time or the amount of winnings is significant, be prepared for the Know Your Customer (KYC) procedure. This is a standard requirement of licensing authorities to combat fraud and money laundering. The casino does not "find fault", but fulfills its obligations.
The standard package of documents includes:
Provide high-quality images: All documents should be readable, with no cropped edges, glare, or blur.
Send everything at once: Don't wait for the casino to ask for each document individually. If possible, upload the entire package of documents in advance.
Check relevance: Make sure your documents haven't expired and your invoices are fresh.
Be patient: Document verification takes time, usually from 24 to 72 hours. Do not write to support every three hours — this will not speed up the process.
If you have conducted an initial check, the regulatory deadlines have passed, and the money has not arrived, it's time to contact the support service. The speed of solving the problem largely depends on how you build a dialogue.
Be polite, specific, and professional. Emotions and threats will not help here. Your message should contain:
Subject line: Payment delay. Application No [your claim number].
Your details: Login or ID in the casino.
The essence of the problem: "Hello. I, [your name], have submitted a withdrawal request for [amount] to [payment system] [date and time]. The regulatory processing time specified in your rules has expired. The status of the request is "Processing". Please clarify the reason for the delay and inform us of the estimated terms of payment. Thank you."
Save all correspondence: Take screenshots of the dialogue in the online chat or save emails. This is your main evidence in case of further proceedings.
Ask follow-up questions: Don't settle for vague answers like "Your application is being processed, wait." Ask, "Can you give a specific reason for the delay? Are there any problems on my part? What are the exact deadlines for resolving my issue?"
Don't be provocative: If a support agent is incompetent or rude, don't respond in kind. Ask to be put in touch with a senior manager or head of finance.
Have you followed all the previous steps, but the support gives the same replies or has stopped responding altogether? The time has come to move on to more decisive action. The casino hopes that you will give up, but right now is the important thing to persevere.
It is for such situations that our project exists – Complaints.Caino. A public complaint is a powerful tool that the casino will no longer be able to ignore.
Go to the "File a Complaint" section.
Fill out the form, attaching all the evidence that you have already collected.
Describe the situation in the same detail as in the official claim.
For more detailed instructions on how to do this, see How It Works?
After that, our team will get involved in solving your problem, and we will act as an intermediary between you and the casino, bringing the dialogue to the public field. As our practice shows, this is the most effective way to force a casino to fulfill its obligations.
