Сomplaints against online casinos - Important Questions

Every player deserves to enjoy a fair play session every time they decide to wager their money on the internet. While most of them never run into problems, there are times when some people have concerns. That is exactly why we created this section, because we are here to help you if your gaming experience goes wrong.

Сomplaints against online casinos

Here are the most common questions asked by gamers - In fact, it can help you solve your problem. File your complaint you can Here (click the "Post Thread" Button)

✅Have you contacted the casino's customer service department?​

When you have a problem with an online casino, the first port of call is customer service. The staff can be at your side and help you with any questions or problems.

✅ Are you having trouble with your credit card?​

There are several reasons why a credit card payment was not processed. First and foremost, you need to make sure that your bank account or credit card has enough funds or credit lines to cover the amount of the transaction. In addition, you'll also need to make sure that you entered the correct details when making the payment, such as the sixteen-digit credit card number, expiration date and the three-digit security code on the back of the card. It is also important that your personal information in your gaming account is the same as on your credit card, otherwise the transaction may not be possible.

✅ Your deposit does not appear in your player account?​

There can be several reasons why the deposit does not appear in your player account immediately. Some payment methods take a little longer to be processed, or the payment may need to be verified first. If you have a problem with an online casino, the best thing to do is to contact customer service as they are likely to be able to help you with your problem.

✅ Have you completed the verification process?​

Before you can deposit or withdraw money from your player account, you will need to confirm your identity at many casinos, which means that you will have to provide them with certain documents to confirm your identity. Make sure you have completed this process in case you have any issues with payment.

✅ Are you trying to play in the casino from a restricted country?​

Most online casinos cannot be used from every part of the world. It is important that you look at the operator's terms and conditions to find out which countries are accepted or blocked. If you live in a country that is blocked, you will not be able to deposit funds into your player account.

✅ My bonus was not credited​

There are many reasons why the bonus was not deposited into your player account. First you have to look at the general terms and conditions of the promotion as you may not meet all criteria for receiving the bonus. For example, you may live in a country that does not qualify for the promotion. If you have a problem with the online casino it is best to contact the customer service staff who can help you with your questions.

✅ I was asked for a 3D Secure Code​

That is normal. This is a security procedure for online payments with credit cards. Your bank will give you a password either by mail or phone, and you will need to enter this when making the payment online to verify the transaction and prevent credit card fraud.

✅ Have you checked the withdrawal policy on the casino website?​

Before you can withdraw money from your player account at the casino, you must meet certain criteria, which are set out in the terms and conditions. We recommend that you read them carefully before withdrawing your winnings.

✅ Did you complete the verification process?​

Before you can withdraw your winnings from your player account, most casinos require you to confirm your identity. For this reason, you will need to provide the casino with documents confirming your identity and residence. Make sure that the entire verification process has been completed before making your withdrawal.

✅ Did you use a bonus to play and win?​

The promotions at the online casinos have their own conditions, which often also have restrictions on the disbursement of winnings from bonus money. You should read these terms and conditions carefully before playing with bonus money and making a withdrawal.

✅Are you playing from a country that has been banned by the casino?​

There is no online casino that accepts all players from all over the world. Check out the casino's terms and conditions to see which country residents are allowed to play at the casino. If you live in a barred country, you will not be able to withdraw any money.

✅ Have you checked whether your country is excluded from receiving the bonus?​

It is not necessarily the case that all countries can claim every bonus, and even if you can get a bonus from the casino, it does not mean that you can also claim all other bonus offers. Check the terms and conditions of the relevant promotion to find out if players from your country can take part in the promotion.

✅ Doesn't the bonus work with some games?​

Most bonuses cannot be played with the full range of games. Read the bonus terms and conditions for the relevant promotion to find out which games it applies to.

✅ Have you looked at the terms of the bonus?​

Most of the promotions in the casinos have their own bonus terms and conditions. If you don't meet all of the eligibility criteria, it may explain why the bonus wasn't credited to your player account. It is best that you read the bonus terms and conditions carefully before playing.

✅ Have you checked whether your country is excluded from receiving the bonus?​

If you play in the casino and your country is not excluded from playing, it is still possible that your country is excluded from receiving a bonus or participating in certain promotions. Check out the terms and conditions of the relevant promotion to find out which countries are eligible to participate.

✅ Do you have more than one player account in the casino?​

It is not allowed to have more than one player account in the same online casino. You are then not entitled to a bonus and it can also result in the closure of all your player accounts.

✅Does someone else in your household also have a player account at the casino?​

A casino player account is only valid for one person at a time. However, if there is more than one person in the same household who has a player account in the same online casino, the casino may close all player accounts as the operator will assume that these accounts are used by the same person. In this case you have to notify the casino. It can explain some of the problems you may have with this, including bonuses.

✅ Has the bonus expired?​

Not every bonus can be claimed at all times. Some bonuses are restricted and can only be claimed for a certain period of time. It is important that you review the bonus terms and conditions of the relevant promotion to find out when it is valid and when it expires.

✅Have you checked out the casino bonus terms and conditions?​

Each promotion and bonus offer has its own terms and conditions, which you should familiarize yourself with in order to avoid misunderstandings. If you have a problem, it is also important to refer to these terms and conditions as they can give you information about why you didn't get the bonus or why you didn't meet the criteria.

✅ Do you have more than one player account in the casino?​

It is important to know that you are not allowed to have more than one player account in the same online casino. If that is the case, the online casino can close all of your player accounts. This can also explain why you are having problems getting bonus money.

✅ Did you contact customer service to discuss the problem?​

Every online casino also offers a customer service. If you have a problem with the casino or the games you can contact the staff in the department and they can help you with any questions you may have.

✅ Did you contact the casino and let them know about the problem?​

If you have a problem at an online casino, the first thing you have to do is to contact customer service, as they can help you with your problem.

✅I think I lost more money than I wagered.​

If so, the best thing to do is to contact the casino's customer service team as they can help you there. Give them as much detail as possible about the problem and also ask them about the history of your games, which should show if it is the case and if there is indeed a problem.

✅The balance in the game differs from the balance shown in the player account.​

This is normal as the casino balance is displayed in a specific currency and that of the games either in a different currency or in credits. However, if you think there is a problem, you should contact customer support who can help you with the problem.

✅ Did you contact the casino's customer service and tell them about the problem?​

As soon as you have a problem with an online casino or winnings that have not been credited, you must immediately contact customer service, who will take a closer look at the situation and help you with it.

✅The game had a problem in the bonus round.​

In this case you shouldn't worry as the game history will be saved. Usually all you have to do is reload the game and you should see the winnings in your player account. However, if there is actually a problem you should contact customer support who can help you and have an insight into your gameplay.

✅The winnings were not added to my balance.​

If possible, you should immediately take a screenshot to prove your claim. It may also be that all you have to do is reload the page and see the updated balance. However, if you are still having problems you should contact customer service and they can look into the problem there.

✅Are you sure there is a problem with your old and new credit?​

Before you contact customer service about a problem, you should determine whether there really is a problem with your old and a new balance. You may have played and forgot, or you may have played a round without realizing it, for example with an accidental spin on a slot machine. The best thing to do is to look at the gameplay, and if there is indeed still a problem, you should contact customer support.

✅ Did you contact the casino and let them know about the problem?​

If you have a problem at the online casino it is best to contact the casino's customer service first. They can then look into the problem and give you answers to your questions.

✅Do you play in a licensed and certified casino?​

There are many online casinos on the internet run by the mafia or unscrupulous people whose only goal is to get the money out of your pocket. Before you register in an online casino, it is important that you check that the casino is licensed and operated by professional providers. You can verify that the casino has a gaming license by checking the regulator they claim to be licensed and you can also find out about the legitimacy and reliability of the relevant regulator.

✅Despite my complaints to the casino, the provider's games are still having issues.​

If the problem persists and the customer service does not want to help, or the difficulties are not resolved, then you should consider playing at another online casino and notifying the operator of the regulator from which the casino is licensed.

✅ Have you read the casino terms and conditions?​

Every online casino has its own rules and regulations, which are set out in the terms and conditions and can usually be found on the website. If you have a problem with the casino you should review the terms and conditions first as they can help you understand the reason for your problem.

✅Are you trying to register from a blocked country?​

Most online casinos cannot be used from all over the world. You can find out which countries are excluded from opening a player account by looking at the online casino's terms and conditions or by contacting customer service.

✅ Do you use a VPN to play at the casino?​

It is not allowed to use a VPN to connect to an online casino. If the casino is aware of this, they have the right to close your player account.

✅ Do you have multiple player accounts in the casino?​

It is also forbidden to have more than one player account in the same online casino. If this is the case, the casino can suspend or even close all of your player accounts.

✅ Has your player account been successfully verified?​

When you register in an online casino, it is necessary to send documents to the operator to confirm your identity if you want to make a deposit or withdrawal. Make sure this process completes successfully to avoid problems.

✅ Did you use an unauthorized bank card?​

The online casino can suspend your player account if you have made a payment with a non-approved bank card or have attempted to do so.

✅Does another family member also have a player account at the casino?​

It is not allowed for a person to have more than one player account in the same online casino. If there are several members in the same household and everyone has a player account, you have to contact the online casino and inform them about it. On the other hand, the casino may close all player accounts as the operator will assume that they are all being used by the same person.

✅How long has the casino been offline?​

Online casinos sometimes require maintenance. If the casino has only been offline for a short time it is likely only temporary and you will be back online soon. It usually only takes a few hours, in rare cases it can take a day.

Are you using the correct web address?​

It might sound a little trivial, but do you have the right address? Please check whether there is an error in the URL that you enter in the address bar in your internet browser.

✅ Are you trying to use the casino from a gray market?​

The laws for online casinos are a bit unclear in some countries. These countries are usually referred to as gray markets. When you play in such a market, your player account may be closed overnight and the casino has decided to no longer accept players from your country. In this case, however, the casino will usually also send a notification to the players via email.

✅ Did you contact customer service to find out what the situation is?​

If you have a problem with an online casino, the first thing you should do is contact customer service, who can probably give you more information about the situation.

✅How can I get my winnings?​

If the online casino suddenly closes you will probably not get your money back. However, if they still respond, try to contact customer service and insist on getting your winnings paid out.

✅ Have you read and understood the casino's terms and conditions?​

Every online casino has its own rules, which are set out in the general terms and conditions and can be viewed on the website. Before you play in the casino you should read them carefully to avoid misunderstandings.

✅The terms and conditions have changed without your being informed.​

An online casino can decide to change the terms and conditions at any time. It is your responsibility to regularly check the terms for changes.

✅The terms and conditions seem fraudulent?​

There isn't much you can do in this case. An online casino makes its own rules as it likes, as long as they are in accordance with the laws of the country from which they are licensed. If you do not agree to these conditions, you should not register at the casino and play there.

✅Do you play in a gray market?​

Some countries have somewhat unclear laws when it comes to online gambling and online casinos. If you live in such a gray market, the casino may suddenly decide to no longer accept players from the country and the existing player accounts will then be closed.
 

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