Online Casino Not Paying Out

Article by Jaqueline Quintero
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Last Updated: Apr 30th, 2024 Share On Your Network:

Have you ever heard of an online casino not paying out when a player has hit a big win? Online casinos provide a great source of entertainment and are enjoyed by players all over the world. It’s a billion-dollar industry taking the world by storm. There’s nothing quite like the excitement of hitting a big win, but what happens when it comes to cashing out? 

If you’ve ever tried to withdraw your winnings only to discover that the online casino is not paying out, then you know how frustrating it can be. In this article, we discuss exactly what you can do when this situation arises to help you make the right decisions and get your hands on your winnings. Keep reading to discover the dos and don’ts when it comes to tackling an online casino that won’t pay out. 


Initial Steps for Investigation

The most important thing to remember when it comes to tackling an online casino that won’t pay out is to not go into the situation unprepared. Take the time to gather your evidence before going any further, and make sure you haven’t made an error. Having all your ducks in a row is the best chance of getting a positive outcome. 


Verify Terms and Conditions

First things first, before you escalate the situation, it’s necessary for you to make sure you haven’t violated any of the operator’s terms and conditions, as this might explain why you’re experiencing issues getting your payout. Things like having duplicate accounts, breaching bonus T&Cs, or accessing the site from prohibited locations can invalidate your winnings.

We recommend you start by visiting the online casino website and looking for the site’s T&Cs. These should be easily accessible and are often found in the website footer. It’s also important to check the terms of any casino bonuses that you may have signed up for in case you’ve missed something connected to your win. 

If it helps, print out the T&Cs and highlight any sections that could be relevant to your case or make notes of the relevant sections, such as wagering requirements and anti-money laundering requirements – you may simply have not provided the relevant proof of identity documents, something that can be easily rectified. 


Confirm Payment Methods

Once you have confirmed you’re not in breach of any T&Cs, the next step is to look at the banking methods offered by the operator. Some online casinos will not pay out to an account if it hasn’t been used in funding your account, while others don’t offer the same range of payment methods for withdrawals as are available for deposits. 

We recommend you always check the details concerning deposit and withdrawal methods before adding funds to your account to avoid any surprises later. 

It is also highly recommended that you take the time to thoroughly verify the accuracy of all the account details you have provided. This is important because even minor errors can cause significant issues down the road. For example, if your name is misspelled or if you have provided the wrong account number, it can lead to problems with processing payments or accessing your funds.

By taking the time to verify your account details, you can avoid unnecessary delays, errors, and potential issues that can arise from incorrect information. It is a simple and quick process that can save you a lot of time, frustration, and hassle in the long run.


Documenting the Situation

Once you have eliminated a straightforward admin or human error, it’s time to dig a little deeper. At this point, one of the best pieces of advice we can offer is to ensure that you document all evidence that can help your cause. It’s always important to keep records and documented evidence that you can present and refer to should the need arise. 


Record All Communication

When contacting the customer service team of a casino, it’s advisable to maintain a detailed record of all communication that takes place between you and the operator. This includes conversations that occur over live chat, email, or the phone. 

Keeping a record of these interactions can help you in several ways, not least as a record of your interactions to serve as evidence to support your claim. So, make sure you take notes and keep a clear record of all communication with the casino’s customer service team to avoid any misunderstandings or disputes in the future.

Take notes of the dates and times you have reached out to the casino, as well as the names of any casino representatives you have spoken to. If you have used the site’s live chat function, make sure you download a transcript, and if that’s not possible, take screenshots so that you have the evidence to back you up later. 


Capture Screenshots

Screenshots shouldn’t end with live chat records; make sure you also have evidence of your withdrawal request and the response from the operator that indicates their intention not to pay. 

You can take screenshots on most desktop computers, laptops, tablets, and smartphones. If you’re not sure how to do so, you can usually find the info you need online via a simple Google search.

Take screenshots of your account balance, betting slips, and any proof of winnings that you may have. We recommend you always screenshot the game page following a big win, as it might come in handy later. 


Contacting Customer Support

Your first port of call when experiencing payment issues with an online casino is to contact the operator’s customer support team. Most sites offer a number of different methods, the most popular being the live chat functionality when you’re logged into the site. 

Remember to keep your cool and always be courteous when dealing with support staff. The staff member you are speaking with is not responsible for the withdrawal delay and is trying to do their job and help you. Remaining kind and polite will usually result in a better outcome. 


Utilise Various Communication Channels

If you’re not getting the answers you’re looking for, always try each of the communication methods listed on the operator’s site. Sometimes, it is more helpful to speak to a person over the phone as this provides that human touch and makes things seem more personal, but just be sure to keep a log of any conversations and record the calls if possible. 

Most live chat services offer a transcript of your conversation at the end of the chat. Always keep these records, and as mentioned, if it’s not offered as an option, don’t close the chat window until you have a screenshot of the entire conversation. 

Email is another excellent way of keeping records of communication and enables you to reach out to more than one employee at a time. You can target specific areas within the team, like the finance team, who might be better placed to assist you. Just bear in mind that it can take longer to get a response via email in comparison to live chat or phone calls. 


Inquire About the Delay

Remaining polite and courteous is key when it comes to dealing with support staff. Clearly explain your issue and ask questions about the operator’s reasoning for refusing payment or delaying the withdrawal. It could be a simple case of waiting on additional information or a potential issue with your bank. Oftentimes there is a simple explanation for an online casino not paying out that can be easily resolved. 

When you are speaking with customer service personnel, always take names and ask for the next steps and timelines for a resolution. Make sure you listen to the explanations provided and take notes of the answers you receive so you can reference them at a later stage. If you are dealing with a reputable site, then it’s likely there is a simple and valid reason for the delay. 


Escalating the Issue

Once you have tried all the usual methods, spoken with the customer support team and stated your case, you should hopefully be on the way to receiving your funds. If the casino still isn’t cooperating, then it’s time to escalate the issue – this is exactly where all your evidence-gathering comes in handy! 


Regulatory Authorities

All reputable and trustworthy online casinos will have operational licences obtained from a regulatory authority. These licences and endorsements should be clearly visible on the casino’s website – you can usually find information about the site’s license in the footer. 

If you have no luck with the casino itself, find out who the relevant licensing authority is and reach out to its helpdesk to discuss your concerns. It is the casino’s responsibility to operate ethically and to honour legitimate wins, or the casino may lose its license. Filing a complaint with the relevant gambling commission should ensure appropriate action.


Online Gambling Forums and Communities

Another avenue to explore is reaching out to fellow players on online gambling forums. You may encounter others who share similar experiences and can offer advice and tips on how to resolve the issue. 

Seek advice from experienced players and share your situation on reputable forums. You’ll find plenty of fellow gambling enthusiasts willing to share their experiences and offer advice. Plus, it’s always important to alert others of fraudulent online casinos in the hope others won’t suffer the same fate. 


Legal Options

If all else fails, then you can consider taking legal action. This is when it’s important that you have verified the operator’s terms and conditions and gathered the relevant evidence to build your case against the casino. 

If you have verified that you have met all the requirements for payouts and have gathered sufficient evidence, you can file a claim in the small claims court or consider suing the casino. 

However, before filing a claim, you must consider the various aspects of taking legal action, such as the financial burden, time, and whether it’s worth the amount of both that’s required to achieve your goal.  

The cost of filing a claim may vary depending on your location and the amount of money involved. In addition, there is no guarantee that you will win the case. Therefore, it is important to consider the potential costs and benefits before proceeding, as you could end up further out of pocket if the claim doesn’t go your way.


Consult with a Legal Professional

If you decide to proceed down the legal route, the next step is to seek advice from a legal professional. Nobody is better placed to give you worthwhile advice about where you stand in the matter than somebody who is professionally schooled in the process. Sometimes your Uncle Jimmy isn’t the fountain of all knowledge he claims to be! 

A lawyer or solicitor will be able to outline your rights and where you stand legally based on the laws governing online gambling and the obligations of the operator. As these laws can vary from state to state – or territory – you will need to speak with a legal professional who has the right background and knowledge. 


Small Claims Court

The small claims court is a legal venue for resolving disputes involving small amounts of money. In the event that you are struggling with getting your online casino payout and have exhausted all other options, then legal action might be your only choice should you wish to pursue the matter.

Before proceeding with a small claims case, you must consider the time and financial cost involved to determine whether pursuing a small claims case is feasible. If you have discussed this option with a legal representative and they believe it’s worth pursuing the claim, you will need to ensure you have all the required evidence necessary to support your claim. Your legal counsel should be able to assist with this matter accordingly. 


Prevention Strategies

When it comes to online casinos not paying out, remember that prevention is always better than cure. Rather than trying to get yourself out of a situation where a casino won’t pay, it’s best to try and avoid ever getting into the situation in the first place. This is why we recommend you always stick with reputable casinos and advise doing your research before depositing funds at a new casino site. 


Choosing Reputable Casinos

Want to know how to choose the right casino that you can trust? The answer is simple, always do your homework. Research is key when it comes to finding the best online casinos in Australia and where to find fantastic bonus offers from reputable sites. 

Here at Betsquare, our expert casino reviewers have a benchmark against which they test online casinos and a rigorous investigation process to ensure we only recommend the best, most trustworthy online casinos in Australia. Read our reviews carefully to help you decide which is the best site for you. 

As well as reading reviews and testimonials from casino experts and fellow players, it’s prudent to do your own research too. There are plenty of resources available to help you know what to look out for, such as where the operator is licensed and if they have reasonable and fair terms and conditions. 


Setting Realistic Expectations

Another key element to consider is whether you have set reasonable expectations regarding your withdrawal request. Many online casinos will advise of withdrawal processing times on their end, but this does not account for any delays that might occur on the side of your financial institution – different withdrawal methods are likely to have different withdrawal processing times. 

Additionally, there are also other factors to consider, such as potential delays during periods of high traffic, public holidays like the Christmas period, verification issues if you have not previously provided your identification documents, and location issues – say, for example, you were using a VPN to access a casino from a prohibited location. 



Hopefully, you will never be in a situation where you are struggling with an online casino not paying out your winnings and need to take further action. However, if indeed you do find yourself in need of some advice, then this article should have given you the right information you need to address the issue effectively. 

When you do face issues with online operators, remember to contact its customer service staff in the first instance and ensure you keep records of all communications. Always take screenshots of live chats in case issues arise with gaining the transcript, as well as screenshots of any big wins you have earned. 

Lastly, remember always to exercise responsible gambling practices when dealing with online casinos and sportsbooks. This includes conducting extensive research before selecting an online casino so you can be sure of its trustworthiness before handing over your personal details and depositing funds.

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