What to Do when a Casino Doesn't Pay

Although it doesn't happen often, there are frustrating moments when a casino doesn't pay. At times, there can be misunderstandings between the site and the player and these can be easily resolved. Unfortunately, there can also be more serious instances, even when playing in the United States, and you need to be ready to react. This guide is here to ensure that you are ready in case the worst happens.

Why is My Casino Refusing to Payout?


Here in the US marketplace, there are different circumstances when a casino doesn't pay. By knowing about them in advance, you can avoid these pitfalls even more they arise. Now, pay close attention to the circumstances below:

  • Have you deposited? Buried in the terms and conditions (T&Cs), you might discover that your US casino site will not payout to players who have never deposited. This is something to be mindful of when you claim a no deposit bonus with a USA friendly site;
  • Are there wagering requirements? A casino will typically ask that players wager their cash deposit before bonus funds can be used. Then, when using your bonus, you have to be considerate if they are wagering requirements to clear. Ideally, there will be an option to monitor the progress within your account;
  • What about the minimum and maximum withdrawal limits? You should also look at the minimum and maximum withdrawal limits to ensure that your requested transaction falls within a permitted range;
  • Which withdrawal method are you using? There can be conflicting limits that are provided for different payment methods. For example, one method could allow withdrawals of up to $4,000 per week while another might be $2,000;
  • Have you exhausted your allowance? Look in the T&Cs to find out if your casino has time-based restrictions. For example, there could be a maximum value for the current week or month.

How to Respond


Okay, let's imagine that you've scored a big win from one of the hottest and fastest online casino sites in the United States and you proceed to the cashier where you're excited to arrange the payout of your winnings. However, you are met with resistance and you cannot complete your transactions. The following is your checklist for handling this situation if a casino doesn't pay in the USA.

  • Check everything: Look back and see if you have fulfilled all of the requirements that relate to depositing and playing through any bonuses. You should also look and see if your request fell within the acceptable withdrawal limits;
  • Comply with the Know Your Consumer (KYC) checks: To combat fraud and organized crime, a casino must check the identities of players. On your first withdrawal, the site is entitled to request documents that can prove your identity, USA address, and payment method;
  • Read the T&Cs: You will be much better prepared to discuss the matter with your operator if you consulted the T&Cs. You will then know if the operator is being honest in nay communications;
  • Contact the support team: You should write a concise and accurate summary of what has happened when your casino doesn't pay. This should be submitted via email as it will create a time and date of your interaction with the US based operator. The site will take time to respond and this could be longer over a weekend;
  • Follow up via live chat: If you are unsatisfied with waiting for a response via email, you can speed the matter up by using the live chat platform. This might allow for attachments to be inserted into your discussion with the support team;
  • Use the Alternative Dispute Resolution (ADR) Provider: Check the homepage and support information to see if the site uses an ADR provider to mediate complaints independently. This is a means of escalating your complaint in the event that you aren't satisfied with your USA site's actions;
  • Contact the regulator: You should be able to find the regulator via the casino's on-site license. This might be written in text or presented as a seal. As an example, it could be the Malta Gaming Authority or Antillephone (Curacao). In any case, you can submit a complaint to the licensing authority. Please note that this is the most serious course of action and it will likely result in your ceasing to play at the US site in question.

Before joining a site, remember to check for a license. This can provide reassurance that the operator adheres to trustworthy operating standards. Among these sites, it is quite rare that the casino doesn't pay. However, this guide can ensure that you are prepared in case you ever need to take action.