Casino Player Help
What's going on?
pick your problemThey won't pay me
Check the cashier first. Most refusals trace back to unfinished verification, open bonus wagering, or a request to a different method than you deposited with – all fixable without a complaint.
They want my ID
A licensed casino has to verify you before it pays out, and the request often lands at the first big withdrawal rather than at signup. Normal. Asking for the same document three times is not.
My bonus is locked
Open the bonus terms and find three numbers: the multiplier, what it applies to (bonus or bonus + deposit), and the max bet. Those decide whether you clear it or forfeit it.
My withdrawal is stuck
Look at the status, not the clock. "Pending" usually means a cancellable holding window, "processing" means the casino approved it and the payment rail now sets the pace.
The escalation ladder
one rung at a timeWhen the problem really is a dispute, climb in this order. Skip a rung and the body above usually sends you back down it. Here's the part most players don't expect: the regulator is rarely the one that gets your money back. The ADR body is.
- 1Live chat or emailAllow 24–72 hoursAsk for the exact reason in writing, plus a ticket number.
- 2Formal complaint10 days (MGA) · 30 days (Anjouan) · up to 8 weeks (UKGC)Mandatory everywhere. Every rung above asks whether you did it.How it works →
- 3ADR body3–6 weeks, up to 90 days if contestedFree to you. The rung that actually reviews evidence and gets money moved.How it works →
- 4RegulatorVaries – MGA closed 85% of cases within two weeks in 2024Licence breaches and patterns. The UKGC won't rule on your individual dispute; the MGA will.How it works →
- 5Card chargebackAbout 120 days from the transactionCard deposits only. A one-way door: expect the account closed.How it works →
The honest odds
At IBAS, the UK's largest ADR body, 49% of completed cases in 2023-24 ended with an outcome the player was happy with, but only 6% were won by a written ruling. Most wins (645 cases) came as a settlement before any ruling. Filing is what creates the pressure, so file anyway.
Two clocks that don't pause
A card chargeback generally has to be filed within about 120 days of the transaction, and that clock keeps running while your complaint is open. IBAS and eCOGRA both apply a 12-month limit. Note both dates the day you file your first complaint.
What nobody can fix – including us
Some problems have no route back. It's better to know that now than three weeks into a complaint.
- Money lost in fair play.No complaint, ADR body or chargeback recovers losses on games that ran as advertised. If you're trying to win back losses, our responsible gambling calculator is a better next step than any guide here.
- Reversing a self-exclusion early.Regulated casinos can't lift it, and we won't point you to sites that ignore it.
- Unlicensed sites. No licence means no regulator and no ADR body. The only protection is checking the licence before you deposit.
- Broken terms.Multiple accounts, VPN play from a restricted country, or a max-bet breach during wagering. ADR bodies read the terms first, and those cases usually go the casino's way.
- Taking your case for you.We are a review site, not a claims service. We don't contact casinos on your behalf, but verified payment problems do count against a casino in how we score.
Free, confidential support: BeGambleAware · GamCare · Gambling Therapy
Frequently Asked Questions
Where do I start if a casino won't pay me?
Start inside the casino. Check whether verification is complete, whether a bonus still has wagering open, and whether you asked to withdraw to the same method you deposited with. If all three are clear, ask support for the reason in writing, then file the casino's formal complaint. An ADR body, the regulator and your bank only take the case after that.
How long should I wait before escalating?
Give support 24–72 hours to answer. Standard ID checks take 24–72 hours and up to 5 business days if a document has to be resubmitted; source-of-funds checks average 3–5 business days and can run to 7. Past those windows with no clear reason, file the formal complaint – its own deadline is 10 days at an MGA casino, 30 days under Anjouan and up to 8 weeks under the UKGC.
Can a casino ask for ID after I win?
Yes. Licensed casinos must verify you before paying out, and many only trigger the full check at the first withdrawal or once deposits cross an anti-money-laundering threshold, so the request often arrives right after a win. It turns into a problem when the casino asks for the same document repeatedly, asks for card PINs or passwords, or gives no reason for rejecting what you sent.
Can I get money back from an unlicensed or crypto casino?
Rarely. An unlicensed site has no regulator and no ADR body behind it, and crypto deposits have no chargeback equivalent, so the casino's own complaints process is usually the only route. Check the licence in the regulator's register before you deposit – it takes about ten minutes.
Does ClearCasinos handle complaints against casinos?
No. We are a review site, not a claims service, so we don't take on individual cases or contact casinos for you. The guides on this page show you how to file the complaint yourself and which body handles each step. Payment problems we can verify do feed into how we score and rank a casino.