Playing at an online casino should be a fun and exciting experience for bettors, and UK regulators have protections in place to ensure operators adhere to rules, a code of practice, and support potentially vulnerable customers.
All licensed online operators must sign up to the Gamstop program, which provides a voluntary self-exclusion register for players to take advantage of. Alternatively, bettors can take advantage of offshore casinos not on Gamstop, which often provide more competitive odds, bigger bonuses, and greater freedom for players.
Most players thankfully won’t have the problem of operators refusing to pay out, but it can happen on occasion.
Why a Casino Might Refuse to Pay Out
Online casinos will not choose to withhold winning bets for no reason, but certain circumstances can allow them to withhold payment.
Verification Issues
Online casino sites must comply with regulations, and a big part of this is ensuring customers are of legal age and providing relevant proof. New customers will typically have to provide operators with a valid, government-issued ID, proof of address, and disclose their source of income in some cases.
This makes it easier to identify potentially high-risk customers and ensures customers who have signed up to Gamstop can be stopped from playing. If it is discovered that a player has used false information to create an account, betting operators can refuse to pay out winnings.
Failure to Meet Wagering Requirements
Many online casinos will offer signup bonuses to new customers, and can also issue incentives to existing customers. This can be a great way for bettors to enjoy increased funds and wagers without increasing the risk of losing more money.
However, the terms and conditions on a lot of deals will determine when a player can withdraw winnings. For example, deposit matching bonuses can see players double the amount they have to play with, but the bonus portion of these funds will be subject to predetermined terms.
These terms will often include play-through conditions where a player must bet the bonus portion a certain number of times before it can be withdrawn. Failure to do this will see payouts denied.
Irregular Betting Patterns and Suspicion of Fraud
Player activity is monitored to ensure there is no attempt to game the system, and suspicion of collusion, irregular betting patterns, and bot activity can result in payouts being withheld. This will typically last until an investigation has taken place to ensure no wrongdoing has occurred.
Technical or Clear and Obvious Errors
If a technical issue occurs on-site, bets may be voided if the operator can prove a malfunction has occurred. Similarly, many online casinos also offer betting on other markets, and any clear error in odds, such as a clear favourite in a football match being priced at 100/1 instead of 1/100, would be paid out at the correct odds as per the terms and conditions of the operator.
Government Debts
If a bettor currently has obligations to the UK government and owes money in fines or child support, large winnings can be intercepted to pay off the debt.
Potential Recourse for Unpaid Bets
While online casinos refusing to payout is rare, it can happen, and knowing your next course of action can help.
Check the Terms and Conditions
Checking the terms and conditions of an online operator or offer before placing a bet is recommended. If the operator cites rules, check that they apply to your bet before proceeding.
Speak with the Operator’s Customer Support
Your first course of action over an unpaid bet that you believe should stand is to speak with the customer service team. The team will be able to look up your account and the bet and explain why the money is being withheld.
If an error has occurred, they will also be in a position to resolve it so you can withdraw your winnings or keep playing.
Make a Formal Complaint
If you speak to the customer service team and they are unable to resolve your query or you don’t agree with their decision, you should be able to follow the operator’s complaints procedure to escalate the issue.
Licensed operators must respond to complaints in a reasonable time frame, so ensure you include as much information as possible and explain why you think you are due the winnings.
Escalate Complaint
If the operator fails to resolve the dispute to your satisfaction, you can then escalate the complaint to an approved ADR (Alternative Dispute Resolution). There is a selection of approved ADT companies that can provide impartial resolutions to gambling disputes.
Report to the Gambling Commission
You also have the option of reporting the operator to the UK Gambling Commission if you believe you have been treated unfairly. While the regulatory body does not resolve individual disputes, it will make them aware of unfair practices.
