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Fair Go Casino
Fast Payouts 
4.1
Casino Details
Established2017
LicencesCuraçao licence
Min Deposit$20
Withdrawal Times0 - 24 hours
Fair Go Casino 100 Free Spins
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18+ · T&Cs apply · Play responsibly
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Min deposit$20
Min withdrawal$100
Withdrawal limits$10000 per month
Pending timeCrypto 0 - 2 business days
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Support24/7 Support
Games / providersRealtime Gaming (RTG)
Deposit methodsBitcon
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What to Do If a Casino Won’t Pay
Few things sting quite like hitting a big win at an online casino, only to find out the operator is dragging its feet on paying you. Casino withdrawal problems are more common than most players realise, and they can range from minor KYC hiccups to full-blown non-payment where the casino simply refuses to hand over your money.
The good news is that you have options. Regulators, dispute resolution services and consumer protection laws exist specifically for situations like this. The bad news is that knowing what to do next can feel overwhelming when you are staring at a pending withdrawal and a casino that is not returning your emails.
This guide walks you through exactly what steps to take when a casino won’t pay, starting with the basics and working up to formal complaints. We have also included a note about our upcoming casino complaints section, which will make this process even easier for players.
Why Casinos Refuse to Pay: The Common Reasons
Before you start drafting complaint letters, it helps to understand why casino withdrawal problems happen in the first place. Some reasons are legitimate. Others are not. In many cases, a withdrawal refused by the casino is for reasons that are either unclear or not properly supported by the casino’s own terms.
The most common cause is incomplete KYC verification. Casinos are legally required to verify your identity before releasing funds. If you have not submitted your ID, proof of address or payment method verification, the casino will hold your withdrawal until you do. According to the Gambling Commission, this is one of the most frequent reasons for delayed payouts, and it is usually resolved quickly once you provide the requested documents.
Another common issue is bonus terms violations. If you claimed a bonus and breached its terms, the casino may use that as grounds to void your winnings. This is where reading the fine print matters. Our guide on casino terms and conditions explains what to look for and which clauses tend to cause problems.
Some casinos also refuse withdrawals on grounds of “suspicious activity” or “betting pattern irregularities.” These vague explanations are often used to delay payment while the casino investigates, but they can also be a sign that the operator is looking for excuses not to pay. When a casino won’t pay without a clear justification, it is time to take formal action.
For a full look at how to avoid these situations in the first place, our guide on how to tell if a casino is legit walks through every checkpoint before you deposit.
Step 1: Check the Terms and Conditions
This might sound obvious, but it is the first thing you should do. Pull up the casino’s terms and conditions and look specifically for the sections on withdrawals, bonus terms and account verification. Check whether the casino has cited a specific clause for refusing your payment.
If they have, read that clause carefully. Does it actually apply to your situation? Many players are surprised to find that the casino’s reasoning does not match what the terms actually say. If the terms are vague or the casino is interpreting them unfairly, that strengthens your position.
Our guide on casino fair play explains what regulators expect from terms and conditions and when they cross the line into unfair territory.
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Step 2: Contact Customer Support and Document Everything
Once you have reviewed the terms, reach out to the casino’s customer support. Use every available channel: live chat, email and phone if available. Do not rely on a single method. If one channel ignores you, another might not.
When you contact them, be specific. State your account details, the amount you are trying to withdraw, the date you requested it and any error messages you received. Keep a calm, professional tone even if you are frustrated. Emotional messages tend to get slower responses.
Most importantly, document everything. Take screenshots of your conversations, save emails and keep copies of any transaction records. If you later need to escalate the issue to a regulator or dispute resolution service, having a clear paper trail makes a huge difference. Casino withdrawal problems are much easier to resolve when you can show exactly what happened and when. For tips on keeping your account secure during disputes, see our guide on casino account security.
The Gambling Commission recommends that you follow the casino’s own complaints procedure as the first formal step. Most licensed casinos have a structured process, and they are required to acknowledge your complaint within a reasonable timeframe.
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Step 3: Escalate to the Casino’s Internal Complaints Team
If customer support is not resolving your issue, ask to speak to a manager or escalate to the casino’s formal complaints department. Every licensed casino is required to have a complaints process, and regulators expect them to handle disputes fairly and within set timeframes.
In many jurisdictions, gambling businesses have up to eight weeks to resolve complaints from the date they receive them. Once the investigation is complete, the casino must inform you of the outcome and explain any next steps. If you do not receive a response within that timeframe, you can escalate further.
When writing your complaint, be factual and include all relevant details. State what happened, what you expected based on the terms, and what resolution you are seeking. If the casino has not given you a clear reason for the non-payment, ask for one in writing. Vague explanations like “betting pattern irregularities” without supporting evidence are not acceptable under most regulatory frameworks. If your withdrawal refused without proper justification, document this specifically in your complaint.
Step 4: Contact the Regulator
If the casino’s internal process fails to resolve your casino withdrawal problems, the next step is to contact the regulator that issued their licence. Every reputable regulator has a complaints or dispute resolution process that players can use.
The Gambling Commission, the Malta Gaming Authority and the Gibraltar Gambling Commissioner all accept complaints from players. You will need to provide evidence of your complaint, including any correspondence with the casino and the outcome of their internal process.
Our guide on casino licensing explains which regulators cover which casinos and how to find the right body to contact. Regulators take non-payment seriously. In serious cases, they can fine the casino, suspend its licence or require it to pay disputed funds.
Step 5: Use Alternative Dispute Resolution
Many licensed casinos are required to use an Alternative Dispute Resolution provider. This is an independent third party that reviews disputes between players and casinos and makes a binding or non-binding decision depending on the jurisdiction.
Most regulators require casinos to clearly display their ADR provider and inform players of the option to use it. If the casino has not resolved your complaint within eight weeks, or if you are not satisfied with their outcome, you can take your case to the ADR provider directly.
eCOGRA is one of the most well-known ADR providers in the online gambling industry. They review disputes impartially and their decisions carry significant weight with regulators. If you are unsure which ADR provider your casino uses, check the terms and conditions or contact the regulator. ADR providers handle cases where withdrawal refused situations occur and can often reach a resolution faster than formal legal proceedings.
Step 6: Consider Legal Options
If all else fails, legal action is a possibility, though it is usually reserved for larger sums. In many jurisdictions, small claims courts handle disputes up to a certain threshold, and the process is designed to be accessible without a lawyer.
Before going down this route, weigh the amount you are owed against the time and cost involved. For smaller amounts, the ADR process or regulatory complaint may be more practical. For larger sums, especially if the casino is clearly in breach of its licence conditions and your withdrawal refused without justification, legal action may be justified.
Some players also explore chargeback options through their bank or payment provider. If you deposited using a credit card, you may be able to initiate a chargeback dispute. This is not guaranteed to work, and the process varies by payment provider, but it is worth understanding your options.
NDB Casinos Casino Complaints Section
We are building something that will make this entire process easier for players. NDB Casinos is launching a dedicated casino complaints section where you can submit your withdrawal dispute directly through our platform. We will work with the casino on your behalf, escalate to regulators if necessary, and help you navigate the process from start to finish.
This section is currently in development and will be available soon. In the meantime, if you are experiencing casino withdrawal problems, follow the steps in this guide and do not hesitate to contact the relevant regulator directly.
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FAQ
Can a casino legally refuse to pay my winnings?
A casino can refuse to pay if you have breached its terms and conditions, failed KYC verification or violated bonus rules. However, the refusal must be justified with a specific clause from the terms. Vague explanations without evidence are not acceptable under most regulatory frameworks.
How long can a casino hold my withdrawal?
This depends on the casino and the regulator. In most jurisdictions, there is no strict legal timeframe, but regulators expect withdrawals to be processed without unreasonable delay. Most reputable casinos process withdrawals within 24 to 72 hours, though KYC verification can add additional time. For a complete walkthrough of the withdrawal process, see our guide on how to withdraw money from an online casino.
What if the casino closes my account without paying?
If a casino closes your account and withholds your funds, this is a serious issue. Contact the regulator immediately. Licensed casinos cannot simply close accounts and keep the money without a valid reason supported by their terms and conditions.
Should I post my complaint on gambling forums?
Public forums can sometimes prompt a faster response from casinos, especially if the casino values its reputation. However, be careful about sharing personal details publicly. Use forums as a supplementary step, not a replacement for the formal complaints process.
What evidence do I need for a complaint?
Gather screenshots of your account balance, transaction history, correspondence with customer support, the terms and conditions you agreed to and any bonus terms. The more evidence you have, the stronger your complaint will be.
How does the NDB Casinos complaints section work?
Our upcoming complaints section will allow you to submit your dispute directly through our platform. We will review the details, work with the casino to resolve the issue, and escalate to regulators if necessary. It is designed to take the stress out of the process for players.
Online gambling should always be an enjoyable pastime, not a financial strain. Set deposit limits, take regular breaks and never gamble more than you can afford to lose. If gambling stops being fun, help is available. Reach out to GamCare, BeGambleAware or Gamblers Anonymous. You can also find a support service in your own country.
Last updated: 13 June 2026
