Playing at online casinos is a hobby for millions of people across the UK and around the world. Online casinos have exploded in popularity in the last five years, leading to a huge industry. New online casinos are launched every month to keep up with demand.
As with any industry, things sometimes go wrong. This can be due to player error, a tech glitch or bug, and sometimes it’s just a simple misunderstanding. In some rare cases, it is an unregulated casino that is taking advantage of players and hoping they don’t know how to complain about the problem.
This article will review the most common online casino issues and complaints and some of the possible solutions and reasons behind them. We will also provide a step-by-step guide you can use to address a complaint if you ever need to.
Problems collecting bonuses
New players who are inexperienced with casino bonuses often don’t realise that there is a wagering requirement that must be met before any of the bonus proceeds can be withdrawn. Without a wagering requirement, casinos would not be able to offer welcome bonuses because people would sign up, collect the bonus and then withdraw the free credit.
Typically, when a player has a complaint about collecting a bonus it is because of player error at some point. The best way to avoid these issues is to carefully read all the terms and conditions before you accept a bonus.
Slow withdrawals
Most online casinos today offer fast — sometimes instant — withdrawals. A common complaint from players is that their withdrawal isn’t being processed in the time frame they were told. When it’s a first withdrawal, this is typically because the casino needs to follow Know Your Customer (KYC) protocols, which can take several days, in order to verify the player’s identity.
In other cases, delays with withdrawals happen on the payment processor end. Credit and debit cards are notorious for taking several days beyond the expected limit. No matter the cause of the delay, it can be incredibly frustrating for players.
Not paying out
Even worse than slow withdrawals are cases where the casino refuses to pay out at all. Casinos will generally justify this by saying the player has broken a rule or violated the terms and conditions in some way. This is often true. Many online casinos make their terms and conditions very detailed which makes it easy for players to miss something. Some players also don’t even bother to read the terms and conditions, which is never a good idea when money is involved.
The alternative is that the casino is simply trying to avoid paying out. When this is the case, players need to report the casino and make the problem public.
Account closure
Accounts being closed without warning is a serious cause for complaint. The funds in a closed account remain with the casino, so it’s essential that account closures are only done by strictly following the guidelines in extreme cases.
Again, the reasons that an account may be closed are in the terms and conditions. Many players are surprised to find that their accounts can be closed if they are inactive or if they use certain types of public Wi-Fi networks.
What to do with complaints
Unfortunately, it’s impossible to force a rogue casino to payout or reinstate an account. When a player has a problem with a legitimate online casino, there are several options for the player. The first step should always be reaching out to the casino’s customer support. In many cases, they resolve the problem, and no further action is required.
If the online casino isn’t being helpful, the player can escalate the issue. Licensing bodies such as the UK Gambling Commission (UKGC) don’t just hand out licenses to casinos. They’re also responsible for enforcing regulations and investigating complaints. Players in the UK can contact the UKGC. This is why it’s so important to only play at licensed casinos.
One alternative option for players is to contact Player ArBitration (PAB). This independent group acts as an intermediary between the player and the casino. PAB makes sure that the player gets in contact with the right person in the right department. The casino review site CasinoMeister has links to the PAB Complaint Submission page.
Lastly, players can leave their complaints on reviews and social media pages for the casino. Using a public forum like this can force the casino to respond to minimise any bad publicity. If an online casino needs to be publicly pressured like this to resolve a valid complaint, you should close your account as soon as the issue is resolved.
Final thoughts
The complaints process is a vital part of keeping businesses fair and honest. It gives players a way to stand up for themselves when they’re being taken advantage of. It also gives casinos a way to maintain transparency about their policies.
No matter what your complaint is about, the most important thing to do is document everything. Document all conversations and communications with the casino and who you report them to. Maintaining a clear record makes it easier to solve the problem.
