If an online gaming platform not on GamStop refuses to pay out your winnings, it can be frustrating and concerning. Since these sites are often licensed outside the UK—typically in Curaçao, Malta, Gibraltar, or other offshore jurisdictions—the process of resolving disputes can be more complicated than with UK-licensed casinos under the UK Gambling Commission (UKGC). Below is a detailed step-by-step guide on what to do if a site refuses to process your withdrawal.
1. Identify the Reason for the Non-Payment
Before taking action, determine why the site is refusing to pay out. Some possible reasons include:
- Unmet Wagering Requirements: If you claimed a bonus, you may not have fulfilled the wagering conditions (e.g., 35x or 40x playthrough).
- Verification Issues: Most casinos require identity verification (KYC – Know Your Customer), including ID, proof of address, and payment method verification.
- Multiple Accounts: If the casino suspects you have more than one account, they may flag you for fraud.
- Terms & Conditions Violations: Some sites impose hidden rules, such as limits on winnings from bonuses or restricted betting patterns.
- Pending Review: Some offshore casinos delay payments by extending the review process without clear reasons.
- Fraudulent Activity Accusations: If the casino accuses you of fraudulent behavior (e.g., using a VPN against their T&Cs), they may void winnings.
Check your account, emails, and casino terms to confirm the exact reason before escalating the issue.
2. Contact the Casino’s Customer Support
Most casinos offer multiple contact methods, such as:
- Live Chat: Immediate response, but often scripted replies.
- Email Support: Useful for documenting your complaint with proof.
- Phone Support: Some casinos offer phone support, but many offshore ones do not.
What to Say in Your Complaint?
- Be polite but firm.
- Clearly state your username, issue, and withdrawal amount.
- Provide any requested verification documents promptly.
- Ask for a timeline for resolution.
🚨 Tip: If the support team is unresponsive, try social media complaints (Twitter, Trustpilot, casino forums). Some casinos react faster when reputational damage is at stake.
3. Escalate the Complaint to the Licensing Authority
If the casino refuses to resolve the issue, you can escalate the complaint to their licensing authority.
How to Check a Casino’s License?
- Look at the footer of the casino website for licensing information.
- Search for the casino’s name on the licensing authority’s official website.
- If the casino is not licensed, it is a rogue casino—avoid playing there in the future.
How to File a Complaint Based on the License?
| License Type | Authority & Complaint Process |
|---|---|
| Curaçao eGaming | Email Curaçao Gaming Control Board (compliance@gcb.cw) or use their complaint form. Curaçao licenses are weak, and enforcement is minimal. |
| Malta Gaming Authority (MGA) | File a complaint at MGA Official Website – stronger regulatory body with better enforcement. |
| Gibraltar Gaming Commission (GGC) | Contact Gibraltar Gambling Division for dispute resolution. |
| Kahnawake Gaming Commission (Canada-based) | File a dispute via KGC’s website – responsive to complaints. |
⛔ Warning: Curaçao-licensed casinos are notoriously weak in dispute resolution. If the casino is licensed in Curaçao, there is a low chance of enforcement.
4. Leave Negative Reviews on Public Platforms
If your complaint is ignored, public exposure can pressure the casino to act. Post detailed complaints on:
- Trustpilot (www.trustpilot.com)
- AskGamblers (www.askgamblers.com) – Has a complaint resolution center for online casinos.
- The Pogg (www.thepogg.com) – Offers free dispute resolution services.
- CasinoMeister (www.casinomeister.com) – Exposes rogue casinos.
Be factual, provide evidence (screenshots, email conversations, transaction details), and state exactly what happened. Some casinos react quickly to negative reviews to protect their reputation.
5. Try Chargebacks or Dispute Transactions
If the casino still refuses non GamStop casino to pay, consider a chargeback through your payment provider.
How to Request a Chargeback?
- Credit/Debit Cards (Visa/Mastercard): Contact your bank and dispute the transaction under “services not provided as agreed.”
- E-Wallets (PayPal, Skrill, Neteller): Open a dispute via the payment provider’s resolution center.
- Cryptocurrency: Unfortunately, crypto transactions cannot be reversed, making them risky.
🚨 Important: Chargebacks can result in casino account bans and some sites share data with a chargeback blacklist (like SEON). Use this option as a last resort.
6. Report to Consumer Protection Agencies
Depending on where you live, you may be able to file a complaint with a consumer protection agency:
- UK Gambling Commission (UKGC): If the casino falsely claimed UKGC licensing, report it at www.gamblingcommission.gov.uk.
- Financial Ombudsman (for payment disputes in the UK/EU): If the casino used deceptive banking methods.
- EU Online Dispute Resolution (ODR) Platform: Helps EU players with cross-border disputes.
While consumer agencies cannot force the casino to pay, they can issue warnings, blacklist the site, or take legal action.
7. Future Prevention: How to Avoid Rogue Casinos
To avoid similar issues in the future:
✅ Choose casinos with strong licenses (MGA, Gibraltar, Isle of Man).
✅ Read Terms & Conditions carefully, especially withdrawal limits, wagering requirements, and verification policies.
✅ Check player reviews on Trustpilot, AskGamblers, and CasinoMeister.
✅ Use payment methods with strong buyer protection (Visa, PayPal).
✅ Avoid casinos that only accept cryptocurrency, as transactions cannot be reversed.
🚨 Red Flags of Rogue Casinos:
- No clear licensing information.
- Unrealistic bonus offers (e.g., 500% match bonus).
- Delayed or ignored payouts.
- Poor customer support responses.
Conclusion
If a casino not on GamStop refuses to pay your winnings, follow these steps to escalate the issue:
1️⃣ Contact customer support and request clarification.
2️⃣ File a complaint with the casino’s licensing authority.
3️⃣ Post negative reviews on consumer sites (Trustpilot, AskGamblers, The Pogg).
4️⃣ Attempt a chargeback or dispute the transaction with your payment provider.
5️⃣ Report the casino to consumer protection agencies if applicable.
6️⃣ Avoid rogue casinos in the future by choosing regulated, reputable sites.
If all else fails, consider taking legal action (though this is often difficult with offshore operators).
Would you like recommendations for reliable, non-GamStop casinos with better reputations?