Online casino withdrawal blocked: how to file a complaint

Find the casino's licence

The licence decides who you can turn to. It is usually shown at the very bottom of the site. Note down these 3 things:

• the name of the authority that issued the licence
• the licence number
• the name of the company that runs the casino

The 5 steps of the complaint

1. 1

   Keep the evidence

   Take a screenshot of the withdrawal, with the date, the amount, the status and the reference. Also keep your account history and all your messages with the casino. Leave the pending amount where it is and keep it away from any new bets.

2. 2

   Ask why it is blocked

   Ask the casino, by chat or by email, which document is missing and how to send it safely.

3. 3

   Send a written complaint

   Send the template below by email or through the casino's complaint form, and keep a dated copy. Act fast: for a casino licensed in Curaçao, you have 6 months after the problem to complain.1

   757out of 843 requests for help with a dispute were turned down in France in 2025, because the player had skipped the first step: writing to the casino.2 Without a written record, your complaint can be turned down.
4. 4

   Wait for the final reply

   The casino must reply in writing. The deadline depends on the licence. For example, a casino licensed in Curaçao has 4 weeks to reply, and it can extend this deadline only once.1 If the casino stays silent, write to it again.

5. 5

   Contact the organisation linked to the licence

   If you are unhappy with the reply, or the casino stays silent, choose the route that matches the casino's licence.

   Licence from your countryContact the official gambling authority in your country. The button below shows you who to contact.

   Malta licence (MGA)Fill in the MGA's online complaint form. Choose the "Payment & Withdrawal Problems" category.3

   Isle of Man licenceWrite to the casino first. Then fill in the online form of the Gambling Supervision Commission, which decides what happens next with your complaint.4

   Alderney licenceWrite to the casino first. Then send a written complaint to the AGCC. The AGCC first tries to reach an agreement, then it can decide who is right.5

   Gibraltar licenceGo through the casino's complaints process to the end. Then send the Gambling Division's complaint form by email. Forcing the casino to pay you back is beyond its powers.6

   Curaçao licenceAsk the casino to pass the dispute to the independent service it uses to settle disputes. This service is free for you. The Curaçao authority leaves money disputes to this service.1

   Anjouan licence (Comoros)File your complaint through the licence seal shown on the casino's site. You have 14 days to challenge a game result and 30 days for an account problem. If the problem persists after 30 days, contact an approved service that settles disputes. The Anjouan authority leaves disputes to these approved services.7
   Find who to contact in your country ▶

Complaint template

Replace the text in [square brackets]. Keep your passwords, codes and full card number to yourself.

Subject: Formal complaint, blocked withdrawal [reference]

Hello,

On [date], I requested a withdrawal of [amount] from account [username]. Its status is still [status].

Please tell me in writing:
- the exact reason for the block
- which documents you need and how to send them safely
- the date the withdrawal will be processed.

Please treat this message as a formal complaint and send me a final written reply.

Licence shown on your site: [authority, number].
Attachments: [screenshot of the withdrawal], [message history].

Kind regards,
[Name]

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