Imagine that, after playing for weeks at an online casino, you have finally won a considerable prize.
But then the casino is refusing to pay out your winnings. What could be more frustrating?
Sometimes the casino might have legitimate reasons to do this and sometimes the casino is totally wrong. But in any case, it is extremely annoying if the casino is confiscating your winnings.
The vast majority of complaints from players about online casinos are about prize money not being paid out.
In this article we list the 10 most common reasons why a casino does not pay out your prize money. Of course, we also give you some tips, so you can prevent a casino from not paying out. After all, prevention is better than cure.
1. You have breached the Bonus Terms and Conditions
The most common reason for non-payment of prize money is a violation of the casino’s bonus terms and conditions.
Casino bonuses can be very attractive, but there are always many terms and conditions attached to it.
And that’s where it often goes wrong. Have you wagered more than the maximum of $5 per spin that is allowed under the bonus terms? Or have you ‘secretly’ risked your chance at ‘forbidden slots’, such as Blood Suckers? Then it’s possible that the casino confiscates your winnings and doesn’t pay out.
What can you do about it? It’s fairly simple. Read the bonus terms and conditions carefully, before you start playing. And do you really think that the conditions are too strict? Then you can always opt-out, which means you choose to play with a casino bonus.
2. You have created duplicate accounts
You may only open one account per casino. Any other accounts which you open subsequently are considered to be ‘duplicate accounts’. Prize money is often confiscated as a result of playing with duplicate accounts.
Players have many reasons for this. Sometimes they want to collect the welcome bonus twice (or more often). And sometimes a player has forgotten the login details of an old account. Or a roommate already has an account at that casino.
Casinos have all kinds of ways to check if you’re playing through multiple accounts. For example, they look at the details entered, the bank account numbers used and the IP address you use to log in.
Limit yourself to one account. And do you still want to collect a welcome bonus several times? Then always sign up at a different casino. That is allowed.
3. You submitted incorrect personal data
The verification of your casino account is typically one of those times when things can go horribly wrong. During this verification, the casino checks to see if you are who you say you are. This process is known as Know Your Client (KYC).
Did you enter an incorrect name? Or an incorrect address? Then in many cases you can whistle for your money. Sometimes players fill in a different name in order to open duplicate accounts.
And sometimes you just accidentally make a mistake. For example, a married lady entering her maiden name instead of the last name she took after the wedding. Or players who don’t fill in their last name, but their first name.
Be accurate and honest when submitting your personal data.
4. You were underage while playing
You may only gamble online if you are at least 18 years of age, or in some countries or jurisdictions even 21 years.
Furthermore, some online casinos only accept players of 21 years and older, no matter which country they are coming from.
Because many minors were able to sneak through the digital doors of gaming websites, since 1 January 2020 there is a strict age verification process at most online casinos.
And even if there isn’t, you won’t get your money if the casino finds out you’re underage.
Don’t gamble before your 18th or 21st birthday. It’s illegal and that’s for a good reason.
5. You used someone else’s credit card or bank account to deposit funds
Online Casinos also check if the money you have deposited is actually coming from your bank account. Or from your credit card, Neteller or Skrill account.
In general, the terms and conditions always state that you are not allowed to play through someone else’s account. You can only use credit cards and other financial instruments that are valid and lawfully belong to you.
Using someone else’s account could be stealing. For example, if you secretly deposited via your employer’s bank account. Sometimes it would not be stealing. For example, if you play via your wife’s, sister’s or brother’s bank card. But please be aware, that then it’s still not allowed.
Make sure you only deposit via your own bank account or your own credit card. There are no ifs, ands, or buts. Playing real money games with funds that were deposited from someone elses account is a big no no and will always lead to problems.
6. You cheated…
Some players manage to cheat, even online. Or rather, according to the terms of the casino, they cheat.
This is the case, for example, if you use software to calculate your odds at Video Poker. Or if you could somehow break into the server from where you play Gonzo’s Quest, for example, and were able to fool the server into thinking all you spins were generating winning results.
Or if you use roulette betting systems, such as Martingale.
And also exploiting any faults, loopholes or errors in the software or using ‘bots’ is considered to be cheating.
Be honest, read the terms and conditions carefully and comply with them.
7. Your money has not been wagered before making a withdrawal
Online casinos are meant to take a gamble. Money that you deposit is also meant to play with. Casinos do not want to be used as a bank or an exchange office.
Deposit money and withdrawing it immediately? That is not allowed. You have to wager your deposited money at least once. At some casinos even at least three times.
Often you can only have the money paid out in the same way as it was deposited. Have you deposited via Neteller? Then you can have your money transferred into your Neteller account. Online casinos are not meant to be a currency exchange office to get money from your bank account to your Neteller account. Or vice versa.
Use online casinos for their intended purpose. They are not a bank and should not be treated as one. Not planning on playing? Then don’t deposit.
8. You played using VPN
A Virtual Private Network (VPN) is of course very handy. It protects you against all kinds of cookies and tracking software. You can also use a VPN to pretend you are surfing from another country.
Via a VPN you can hide the fact that you have more accounts at a casino from your IP address. You can also pretend to be living in a country or jurisdiction, where online gambling is legally accepted, even though you live in a country where gambling is illegal.
Most online casinos explicitly prohibit using VPN while playing, because with VPN they can’t verify your identity.
Turn off the VPN before playing at an online casino.
9. You were self-excluded
You can get self-excluded from most online casinos. You do this when gambling is no longer entertainment for you, but a serious problem.
It’s common for problem players to deregister at one casino and then start again at another casino.
Sometimes a player gets blocked at a casino, but slips back into another casino that does belong to the same group. And then that casino reverses everything. That means you will get your deposits back, but your winnings will be confiscated.
Some countries provide a multi-operator self-exclusion facility, which means that with a single request, you can be excluded from all licensed gambling websites that are participating in this scheme. For instance, in the UK you can use www.gamstop.co.uk.
Use a self-exclusion facility or install software to block gambling sites, if you feel that your gambling behaviour is problematic.
10. The casino is unreliable
It also happens that players comply to all the terms and conditions, but nevertheless do not get their money paid out.
This can happen (and often does happen) when playing at an unreliable casino.
Unfortunately, in the global online casino market there quite a few casinos that are not completely reliable. So please beware!
Before you start playing at an online casino, read our independent and fair casino reviews. And of course, stay away from casinos without any license or blacklisted casinos.
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