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Five steps to get your money
Why a withdrawal gets stuck
Most stuck withdrawals have an ordinary reason that a message to support can fix. A few don’t. The usual ones:
- Your ID check isn’t finished: the first withdrawal waits for it
- A bonus is still active and its wagering isn’t done
- You asked for more than the daily or monthly withdrawal limit
- You chose a different method from the one you paid in with
- The withdrawal is still in its pending time, which can be up to a few days
Warning signs: the casino keeps asking for the same documents, blames “irregular play” without saying which term you broke, or stops answering.
Step 1: check the obvious
Before you complain, check the casino’s terms and your account: the ID check is done, any bonus is finished or cancelled, you are within the limits, and the payout time in our review has passed. If one of these is the reason, fixing it is the quickest way to your money.
Step 2: ask support, in writing
Use live chat, then email, so there is a record. Ask why the withdrawal is held and which term they rely on. Save the chat transcripts, the emails, and screenshots of your balance and the withdrawal with its date and reference.
Step 3: make a formal complaint
Every licensed casino must have a complaints procedure in its terms. Use it, and say clearly that this is a formal complaint. The casino then has a deadline to answer, set by its licence:
| Licence | The casino must answer within |
|---|---|
| Malta (MGA) | 10 days, or 20 if it tells you it needs longer |
| Curaçao | 4 weeks, or 8 if it tells you it needs longer |
| Kahnawà:ke | 45 days for its final answer |
Step 4: take it further
If the casino says no or doesn’t answer in time, where you go next depends on its licence. Each review shows the casino’s licence under Licence and safety.
| Licence | Where to go after the casino |
|---|---|
| Malta (MGA) | The MGA’s online complaint form (Player Hub, Lodge a complaint), or the independent dispute service named in the casino’s terms. |
| Great Britain (UKGC) | The independent dispute service the casino names, such as IBAS or eCOGRA. The Commission itself doesn’t settle individual disputes. |
| Alderney | The Commission, in writing ([email protected] or its contact form): it investigates and gives a decision you can appeal. |
| Kahnawà:ke | The Commission ([email protected] or its form), once the casino has given a final answer or 45 days have passed; within 6 months of the problem. |
| Curaçao | The casino’s certified independent dispute service, which is free. You can also report the casino to the Authority at [email protected], but it doesn’t settle individual disputes. |
| Tobique | Only through the “File a Complaint” link in the Tobique seal in the casino’s footer; a real seal opens validate.thetgc.ca. Unresolved disputes go to an approved independent service. |
| Anjouan (Comoros) | The casino’s own complaints process, and an independent dispute service if its terms name one. |
| Costa Rica | Only the casino itself: there is no gambling regulator to take a complaint to. |
What each licence protects, and how to check one is real: casino licences in plain words.
Step 5: talk to your bank
If you paid by card or e-wallet and the casino took your money without giving you the service, for example it closed your account and kept your deposit, ask your bank or payment provider about a chargeback or a dispute. It doesn’t cover money you lost playing.
Tell us too
If it’s a casino on our lists, write to [email protected] with the casino’s name and what happened.
How to avoid it next time
- Send your ID documents as soon as you join, not when you win
- Read the withdrawal limits and payout time before you deposit: every review shows them
- Read the wagering and the maximum bet before you take a bonus, or play without one
- Pick a casino with a strong licence: MGA, UKGC or Alderney
Questions about withdrawals that don’t arrive
How long can a casino take to pay out?
It depends on the casino and the method: from instant to a few days, plus the time the casino needs to approve the withdrawal. Each review shows the payout time the casino states.
Can a casino keep my winnings?
Only under its terms, for example if a bonus rule was broken or the account belongs to someone else. If it won’t say which term, make a formal complaint and take it to the dispute service or regulator for its licence.
Should I post my complaint on a forum?
Not before you go through the casino and the regulator. Some regulators, such as Kahnawà:ke, may stop helping if the complaint has been discussed in public.