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Where to complain if winnings are not paid


Failure or protracted delay of payout of winnings is one of the most unpleasant situations for the player. In order not to lose money and time, it is important to act according to a clear plan and know which authorities can help.

1. Casino Support

The first thing to do is to contact support directly.

Describe the problem briefly but clearly.
Specify the amount of the win, the date of the withdrawal request, and the payment method.
Attach screenshots confirming the balance, request for withdrawal and correspondence.

Tip: always communicate in writing (chat with history or e-mail).

2. Escalation inside the casino

If the support operator does not resolve the issue:
  • Ask to be connected to a manager or payments department.
  • Specify the specific reasons for the delay.
  • Ask for a written explanation.

3. License regulator

Every legal casino is required to have a license. Contact the regulator that issued it:
  • Malta Gaming Authority (MGA) — [https://www. mga. org. mt](https://www. mga. org. mt)
  • UK Gambling Commission (UKGC) — [https://www. gamblingcommission. gov. uk](https://www. gamblingcommission. gov. uk)
  • Curacao eGaming — [https://www. curacao-egaming. com](https://www. curacao-egaming. com)
  • Gibraltar Regulatory Authority — [https://www. gibraltar. gov. gi](https://www. gibraltar. gov. gi)

In the complaint, please specify:
  • Casino name and license number.
  • Details of the problem.
  • Attach evidence (screenshots, correspondence).

4. Independent arbitration services

If the regulator considers the complaint for a long time or does not accept it directly:
  • eCOGRA is an international dispute resolution organization.
  • IBAS (Independent Betting Adjudication Service).
  • AskGamblers Complaints Service is a public complaints platform where casinos often respond faster.

5. Thematic forums and social networks

On some forums there are official representatives of the casino, ready to resolve disputes publicly. Publishing evidence can speed up a decision.

6. Chargeback Financial Instruments

If the deposit was made with a Visa/Mastercard, you can request a chargeback through the bank in case of non-payment. For this:
  • Contact your bank.
  • Explain the situation.
  • Please provide evidence of attempts to resolve the dispute.

7. Legal protection

With a large amount, you can contact lawyers specializing in gambling. This path is costly and long, but sometimes the only one for refunds.

Conclusion:
  • If the casino does not pay the winnings, act in stages: support → management → regulator → independent arbitration → public resources → legal measures. Clear documentation and evidence base increase the chances of success.