Gambling for money on the internet has long been a popular way of leisure for many users. Now you do not need to go anywhere to spin the reels in the slots, bet on the result in roulette or try your skills in baccarat, poker or blackjack. To do this, just choose and then register at a reliable Online Casino Malaysia. Then there will be a chance to rip a good score. At the same time you can find many examples on the Internet in which users describe their problems with receiving payouts from online casinos.
Often the players themselves are to blame, as they allow violations. In other cases, it is possible to find common ground as a result of communication with support service. If the problem cannot be resolved, the last option is to file complaints on the casino sites or contact the regulator that issued a license to the site.
Contacting support – the first step to resolve the issue
If none of the rules of the casino was not violated by the client, then for an explanation about the denial of payment should contact customer support. The fastest way to do this is through online chat. It is also desirable to prepare screenshots of the amount of winnings, balance status, the current situation with the bonus.
If the chat ignores the player’s requests, you can see in the rules of the site contacts for a detailed appeal. After sending it, it is necessary to wait for an answer. The information received from the support service will help determine the next step to solve the problem. It is also possible that the operator will remove the restriction on payments, ask to reissue the application or approve the previously submitted.
Frequent violations of the casino players, because of which the money is not withdrawn
Many problems arise from the fact that users do not take the time to study the rules and agree to all the conditions automatically. As a result, on purpose or through ignorance, serious violations are allowed, which lead to non-payment of money and even to the blocking of the account. Therefore, if any point of the rules raises doubts, it is better to give preference to another operator.
Common violations include:
- Registration of several accounts by one person. When detected, all accounts are blocked without a refund.
- Opening an account by citizens of countries for which registration on the operator’s website is prohibited.
- Refusal to undergo verification. The need to provide documents is often faced by players who want to withdraw large sums of money in the equivalent of MYR 5000.
- Using e-wallets and plastic cards that do not belong to the client as a payment method. Explanations that a relative or friend deposited the account are not accepted. Some sites allow the return of the deposit to the true owners, but without the received winnings.
- Ordering a payout before the wager on an active bonus is met. In such a case, a refusal to process the request comes. Winnings and the balance of bonus funds are written off. In order to avoid violations, it is necessary to read carefully and follow the terms of promotions.
Making a complaint on casino sites
When it is not possible to solve the problematic issue in correspondence with the support service, you have to resort to other measures. One of the most effective ways is to make a complaint on iGaming sites, where the casino representatives are present. In such cases, you need to open a dispute, provide the necessary screenshots from your personal cabinet, and electronic copies of correspondence with staff support.
Chance of a successful outcome is even for those users who have blocked the account. However, you will have to prove your point with a reasoned argument. Most operators value their reputation, so they strive to resolve issues quickly.
Appealing to casino regulators
If the previous methods did not lead to a payout, there is one more option. This is an appeal to the regulator that issued the site a license to provide gambling access services. This method can be used when the issue needs to be resolved with a legal establishment.
In case of violations, the casino may be sanctioned up to the revocation of the license. Therefore, operators try to respond to the claims as quickly as possible.
Malta
Regulator of Malta is more serious about the control of casino activities. According to data for the first half of 2021, posted on the website of Malta Gaming Authority, considered and taken decisions on 1894 of 1931 applications from players.
All cooperating venues are required to place in the rules of the organization, which act as an impartial judge in the situations that arise. Players can turn to them for a free dispute resolution, but only if the conditions are met:
The customer has gone through an internal grievance procedure with the operator’s support team.
An outcome that satisfies both parties has not been reached.
The decision made by the ADR organization is binding on all parties to the dispute.
Many casinos have chosen eCOGRA as such an arbiter. In the rules of sites in the section on disputes is a link to go to the site with a form. In it you need to answer a few questions about the situation and provide data.
Despite the new mechanism introduced, the Malta Gaming Authority on its website still has a form for players to complain. There you can also express your claim with a detailed description of the situation. However, it is forbidden to use profanity, threats and provide fabricated data, because of which the appeal immediately rejected. Identification may be necessary. To do this you will have to send electronic copies of your documents.
Curaçao
Gamblers usually believe that there is no point in complaining to the licensing authorities of Curacao. However, this is not always the case. Not in all situations, but the regulator does respond and initiate proceedings. Only you need to make a detailed request and provide supporting screenshots. Just write about the fact that “the casino blocked my account” or “the operator does not withdraw money” is not enough.
Managers of some sites with a license from Curacao have confirmed that they receive requests from the regulator. So it makes sense to make such an appeal.
On the website of each operator, working under the jurisdiction of Curacao, at the bottom there is a license icon, when you click on it the validator page opens.
There are 3 Master License holders on the island, who have the right to issue sublicenses. Therefore, the request with the complaint should be made to the organization, which cooperates with a particular casino. In the case of Curacao eGaming, after going to the validator site, you can find the File a complaint button. When you click on it, a form will open with the following fields:
- Name.
- Email.
- Player ID.
- The subject of the complaint.
- Text with a description of the problem. You can not attach the file here, so you need to insert a link to a screenshot from the cloud storage service.
All information must be provided in English. You must translate the screenshots of communication with the support service, including emails. It is also necessary to specify the date of registration, frequency of gaming sessions, participation in promotions with bonuses.
Another licensing organization is Antillephone. When you go to the validator’s page, you can’t find a form to make a complaint. However, there is an email address at the bottom. So, you should write there.
On the validator page of Gaming Curacao there is no button to open the form or email. But the email can be found directly on the site of the licensee. It is worth to send an email to it, although it is possible that the specified email is not intended for this.
Nothing is known about the ownership of the fourth master license number 6636-JEZ. The sites specifying it do not even have a link to the validator. Therefore, it is not possible to check and make an appeal.
British Commission
Clients of online casinos operating under a UK license get maximum protection. The Gambling Commission monitors the compliance of operators with its rules. In case of detection of violations large fines are imposed.
Operators themselves can choose the organization from the list, with which they will cooperate. Information about the intermediary the site is obliged to inform the clients in its rules.
In cases where there is no acceptable result after contacting the casino support service or the competent authority ADR, British players have the right to complain to the independent Resolver resolution service or the courts.
Gibraltar
Gibraltar-licensed casinos try to resolve disputes with customers in person. Most sites allow up to 7 weeks for this. At the end of the period should be a final response. If the user is not satisfied with the decision, he, as in the case of the sites with a license of Malta, can go to the designated authority for alternative dispute resolution. Information about the ADR body is set out in the rules section of the operator’s website.
If the player is not satisfied with the decision of the independent body, the player still has the right to appeal directly to the regulator. The website of the Government of Gibraltar has an email address for complaints. There is also a link to download the application form. It has to be filled in and sent to the email. All information must be entered in English. Complaints are not accepted over the phone.
