Imagine: you had a successful evening, a pleasant four-digit (or maybe five-digit) amount flaunts on your balance. You put it on withdrawal, and the next day, trying to check the status, you see the most hated inscription on the screen: "Your account is blocked." Familiar? I've been through this a few times in my more than 10 years of playing the game. The first reaction is shock and rage. It seems that you have just been robbed. But the main enemy now is not the casino, but your emotions. As a player who has made a lot of mistakes, I will explain why accounts are actually blocked, how to distinguish lawful actions from arbitrariness and, most importantly, how to act in order to come out of this battle as a winner.
As soon as you see the message about the blocking, freeze. Anything you do in the next hour can either help or bury your chances of success.
The main mistake that 9 out of 10 players make: Immediately try to register a new account with another email or through a VPN in order to "sort things out" or "continue playing". Don't do it! This is a direct violation of the rules of any casino (multi-accounting), and this will give the security service an ironclad reason to refuse you forever and under any circumstances.
Your first correct steps:
Casinos rarely tell the truth head-on. You will be written something like "decision of the security service" or referred to paragraph 8.1.5 of their rules. I'll talk about the real triggers that lead to a ban.
The official version: "The player has several accounts."
How it really is: You registered at this casino a long time ago and forgot. Or your wife/brother/roommate also plays in it from the same Wi-Fi. Modern casino security systems track not only your IP address, but also your device fingerprint, browser data, playing style and payment methods used. Them.
A real case: A friend of mine was blocked for a multi-account, although he swore that he had one account. It turned out that three years ago he registered through an application on an old phone, threw $20 and forgot.
The official version: "Abuse of bonus policy" or "Incorrect bonus wagering".
How it really is: You could have broken some non-obvious rule. The most common traps:
Exceeding the maximum bet: You spun slots for $10, and according to the bonus rules, the maximum bet was $5. The casino sees this and cancels all winnings.
Prohibited strategies: Did you make minimum bets on equal chances in roulette (red/black) to "wash" the wager? For casinos, this is a scam.
Delayed Bonus Rounds: Some players accumulate bonus games in slots by playing with bonus money, and then activate them when the bonus has already been wagered and there are real funds in the account. This is considered a serious violation.
The official version: "Identity verification failed" or "False data was provided."
How it really is: This is a very gray area. Sometimes the reason is trivial – you sent a photo of poor quality. But often the casino uses KYC as an excuse not to pay. They can endlessly request new documents: either a selfie with a passport against the background of correspondence with support, or a notarized bank statement. And the casino "turns on the bureaucrat" is a very alarming sign.
The official version:You will never be told that. The reason will be "suspicion of fraud", "uncharacteristic style of play" or a violation in a clause of the rules that you have not even heard of.
How it really is: This is the bitter truth. Some, especially small or dishonest casinos, do not like successful players. If you hit a big jackpot, especially in live games or table games, the security service will start examining your game under a microscope.
So, you have analyzed the situation. Now we build a line of defense.
Step 1: First contact. Ask one correct question.
Do not write "Why did you block me, scammers?!". Write politely and coldly: "Hello. I found that my account [your username/ID] has been blocked. Please provide me with the exact clause of the rules (e.g. 8.1.5) that you think I have violated, and attach evidence of that violation." The key here is the requirement of evidence. This immediately puts the casino in a position where they need not just to blame, but to prove.
Step 2: Analysis and collection of counter-evidence.
If you are accused of multi-accounting, but you are sure that you are right, be prepared to provide evidence that you have one computer, one provider, etc. If the problem is with the bonus, double-check the entire betting history.
Step 3: Official claim.
If support does not help, contact us immediately. Do not wait and do not delay this moment. The sooner you contact us, the higher the chance of successfully solving the problem.
Filing a complaint on our website is your main trump card. Publicity is what casinos are afraid of. When your story becomes public, the casino can no longer violate your rights with impunity. We will help you competently draw up a claim and act as an intermediary, demanding specific evidence and arguments from the casino.
Remember: account suspension is not the end of the world. This is the beginning of the fight, and if you played fair, you have every chance of coming out victorious. The main thing is a cool head and the right plan of action.
