Every case on this page was filed by a player and reviewed by our complaints team. Filter by casino, status or problem type, open a thread to read the full exchange, and see how similar disputes actually ended.
VelobetVelobet removed €420 for playing a restricted game. I literally asked them first. Asked if Reactoonz counted on my reload offer, agent said yes. I saved the chat for once.
Resolved winnings restored and paid
Klena KalchenkoComplaints team8 replies
IvibetI don't understand what I've done wrong here and nobody will explain it without pasting the same sentence. Ivibet gave me 20 free spins, I won, then spent nearly all Saturday doing the wagering. Finally the counter says complete a…
Rejected disclosed free spins cashout cap
Lukas WeberComplaints team6 replies
PlayamoPlayamo won't release €1,380 because of a login from another country. I didn't travel. I also got a password-reset email I didn't request. Support told me the account is temporarily locked and then stopped explaining. Can you get …
Resolved account secured and paid
Sofia MarinComplaints team9 replies
William HillWilliam Hill, Gonzo's Quest. Feature froze with £4,650 showing. I took a recording because it kept spinning and then the page crashed. They refunded the £5 stake and said technical issue resolved. Obviously £5 isn't £4,650. Round …
Unresolved round result not established
Marta KowalskaComplaints team11 replies
Nummus CasinoNummus Casino removed €7,600 because The Dog House is apparently excluded from my reload bonus. Except it wasn't excluded when I took it. I saved the terms because last time I used a bonus somewhere else there was an argument. My …
Unresolved disputed confiscation
Nailya KamaletdinovaComplaints team13 replies
LapilandersLapilanders has held €2,275 for six weeks after the first bank transfer came back. I fixed the bank details next day, they accepted them, nothing happened. Won on Starburst, cash. I can send the return notice and correction email.
Resolved replacement received
Daniel MoreauComplaints team8 replies
GranawinGranawin marked €870 paid and support won't answer me. Been 9 days. Won on Gonzo's Quest. Receipt attached privately.
Rejected wrong operator
Marta KowalskaComplaints team4 replies
Maria CasinoI've rewritten this about five times because I don't want to leave something out and then get told it was my fault. Maria Casino closed my account on 16 July with €14,200 waiting to be withdrawn. The email says business decision a…
Unresolved balance unpaid and access closed
Klena KalchenkoComplaints team22 replies
Slots MillionSlots Million have not paid my €25,200. Seven weeks now. Mega Moolah, completed round, not a screenshot of a spinning animation. Their own email confirmed it on 17 June. Verified on 19 June. Since then finance, finance, finance. I…
Unresolved acknowledged win unpaid
Daniel MoreauComplaints team15 replies
RaceUp CasinoRaceUp Casino sent my bitcoin short. The withdraw page said roughly $1,190 and the wallet said $1,162 when it landed. Not a massive amount but it's mine.
Closed no missing coins
Klena KalchenkoComplaints team6 repliesPlayamoHi. I haven't done one of these before so sorry if this is in the wrong place. I deposited 70 euros at Playamo on 24 August. No bonus, I actually unticked it because I don't understand the wagering stuff. Played Book of Dead mostl…
Resolved paid
Klena KalchenkoComplaints team15 replies
Metal CasinoMetal Casino rejected my €12,000 withdrawal because the bank name didn't have my second surname. That's on me, I entered the short version. I corrected it on 20 July and they accepted it the same day. Since then pending. Five week…
Resolved paid after delayed correction
Sofia MarinComplaints team9 repliesThis is the public archive of disputes filed on CasinoComplaints.org. Each entry is one player’s case against one casino: what the player says happened, what the casino replied if it replied at all, what our team asked along the way, and the outcome we recorded. Cases are not hidden because they went badly for the player or for the operator. Resolved, unresolved and rejected complaints all stay in the list, so the archive reflects how disputes really end rather than how anyone would like them to end.
The archive is useful in two ways. If you have a problem right now, you can see how cases like yours were handled and which evidence made the difference. If you are deciding where to play, you can see how a casino behaves when a player is unhappy, which tells you more than any welcome offer.
Open a card to read the full thread, including messages from the player, our staff and any authorised casino representative.
Most cases fall into a few recurring types. Knowing which one yours belongs to helps you find the most relevant threads.
Start with the casino you are dealing with. If several players describe the same delay, the same document request or the same bonus clause, that pattern is worth mentioning in your own complaint, with links to the cases. Do not copy another player’s story, though. Each case is judged on its own dates, amounts and records.
Looking across casinos helps when you want to understand a type of dispute rather than a single operator. Read ten withdrawal cases and you will notice which details the team asks for again and again: transaction references, the date verification was approved, the exact wording of a cancellation notice. Prepare those before you file and your case starts a step ahead.
Resolved cases show what settled a dispute. Rejected cases are just as instructive: they show which terms casinos rely on successfully and where a player’s claim did not hold up. Reading a few before you file can stop you from submitting a weak complaint, or help you deal with the obvious objection in your first message.
A thread is a conversation, not a verdict delivered in its first line. The player’s opening post is their account of events and is attributed to them. Casino replies are attributed to the representative’s account. Staff messages usually ask for something specific or summarise what has been established so far. As you read, look for:
Hidden attachments appear as protected placeholders. They are visible to the player, staff and an authorised casino representative, not to the public. That keeps identity documents and payment details private while still showing that the evidence exists and was reviewed.
A case is not frozen once it is published. New complaints usually stay New for a short period while the team checks that the story is clear and the casino is identified correctly. Once questions start flowing, the case moves to In review, which can last days or weeks depending on how quickly each side answers. Some cases cycle back: a casino pays part of a balance, the player disputes the rest, and the conversation continues.
The last-updated date on each card tells you whether a thread is active. A case updated yesterday is still moving; one untouched for months with an Unresolved status usually means the casino stopped responding. When a player stops answering the team’s questions, the case may be closed on the information available, and the outcome note says so.
A status describes the current state of one case. It is not a rating of the casino as a whole.
Casino-wide labels such as Trusted, Unrated and Cheated are separate editorial assessments. You will find them on each casino page and, for the most serious cases, on the blacklisted casinos list together with the grounds for the warning.
Two complaints against the same casino over similar amounts can end very differently. One player may have a clean payment trail and a clear withdrawal request; another may have used a bonus with a maximum-bet rule they exceeded. A casino representative may answer one case within days and never respond to another. We record what happened in each thread rather than smoothing the archive into a single neat story.
Amounts are shown as the player entered them and may be corrected as facts emerge, for example when the casino shows that part of the balance was bonus money. Where a partial payment is made, the outcome separates the amount received from the amount still in dispute.
Casinos answer complaints through an authorised representative account, and we check representatives before giving access. A reply does not mean the casino accepts the complaint, and silence does not prove the player is right, but both become part of the record. If a casino believes a case contains a factual error, it can reply in the thread or send the case link and supporting material through the contact page.
We do not remove complaints because a casino asks, or because the outcome is embarrassing for someone. We do redact personal data, remove abuse and correct errors that can be demonstrated.
Players appear under their username, never their account email. Our team redacts personal details that slip into public text, such as full names, home addresses, card numbers and document numbers. If you find your own information in a case and want it removed, send the case link through the contact page. A redaction removes the sensitive detail while keeping the rest of the record intact, so the case stays useful to other readers.
If you are about to file, spend a few minutes here first. Search for your casino, read two or three cases in the same category and note what the team asked those players. Then prepare the same records before you submit. Our guides explain how to document each type of problem in more detail.
If you are still deciding whether to deposit, use check a casino for a summary of the operator’s record, then read the underlying cases here. A casino with many resolved complaints and prompt, specific replies is behaving very differently from one with a long run of unresolved withdrawals, even if the totals look similar.
If you find cases that mirror yours, link to them in your own complaint and say briefly what is similar: the same clause, the same document request, the same processing delay. Patterns across several players carry weight when our team reviews an operator and when the casino decides how to respond. Keep your own facts at the centre, though. A link to someone else’s case supports your complaint; it does not replace your evidence.
If your problem is not already in the list, file a new complaint. If you already have an open case, reply in it rather than starting another, so the casino and our team see one continuous timeline. The steps, the statuses and who can reply are explained on how it works.
