Document everything, stop chatting by phone, and switch to email or in-app messages. Verify the site’s licence. File a formal complaint with the casino and set a clear deadline. If they stall or refuse, escalate to the appropriate ADR/regulator where licensing exists (e.g., UKGC ADRs; MGA Player Support). If it looks unlicensed or fraudulent, file reports with law enforcement (IC3/Action Fraud), lodge a cross-border complaint (econsumer.gov), and submit the wallet addresses/txids to a community reporting hub (Chainabuse). Notify any exchange that received the funds. Never pay “taxes,” “release fees,” or “verification charges” to unlock withdrawals.
Step 1 — Check if the Casino Is Actually Licensed
Look up the operator and its URL on the official public registers. In Great Britain use the Gambling Commission’s Public Register; in Malta use the Malta Gaming Authority’s Licensee Register. If you can’t find them, treat the site as unlicensed.
If the casino claims Curaçao credentials, note the market is reforming under the new LOK regime; the Curaçao Gaming Authority (formerly GCB) is moving to direct licensing. However, the CGA itself does not handle individual player disputes, and operators are being required to provide ADR routes. Lack of a clear, working ADR on a Curaçao-licensed site is a red flag.
Step 2 — Use the Site’s Internal Complaints Process (in Writing)
Submit a written complaint via the casino’s official channel and ask for a reference number. In Great Britain, operators have up to 8 weeks to resolve a complaint before you can take it to an ADR. Keep copies of every message, attachment, and timestamp.
Step 3 — Escalate to the Right Independent Body
If the casino is licensed:
• Great Britain (UKGC): escalate to an approved ADR such as IBAS or eCOGRA after finishing the operator’s process. ADR outcomes in GB are typically non-binding, but they carry weight with licensees and regulators.
• Malta (MGA): if the casino is MGA-licensed and you’ve tried their process, file with the MGA Player Support (online form) and include your evidence.
• Curaçao (CGA / LOK): CGA is introducing ADR requirements; check the casino’s listed ADR. The CGA states it doesn’t mediate individual disputes—use the casino’s ADR and still notify CGA of concerns about compliance.
• Australia (players located there): ACMA handles illegal offshore gambling complaints and publishes a block list; you can submit a complaint if a site targets Australians unlawfully.
Step 4 — If It Looks Like a Scam or Unlicensed Site
File police/consumer reports. In the U.S., use the FBI’s Internet Crime Complaint Center (IC3). In the UK, report to Action Fraud. For cross-border cases, also file at econsumer.gov (an ICPEN channel used by many consumer authorities). These filings generate case numbers you can cite to exchanges, ADRs, or regulators.
Step 5 — Report the Blockchain Trail and Alert Exchanges
Compile the wallet addresses, txids, token types, and timestamps. Submit a public report on Chainabuse (TRM Labs’ community platform) so addresses are visible to investigators and exchange compliance teams. Then notify any exchange where funds landed, providing your police report/case number and evidence; exchanges act on law-enforcement-backed requests and their own AML flags.
Crypto transfers are generally irreversible; there’s no “chargeback” like a card. Stablecoin issuers can freeze tokens in specific circumstances, but freezes usually follow legal or sanctions triggers—not private requests from victims. Circle’s USDC terms reserve blacklisting/freeze rights for blocked addresses; Tether has a wallet-freezing policy aligned with OFAC and law-enforcement requests. Expect action only when those conditions are met.
For reference: Binance explains it works directly with law enforcement via a dedicated portal; ordinary customer support won’t seize funds without a legal basis.
Step 6 — Do Not Pay “Release Fees,” “Taxes,” or “Verification Charges”
If the platform demands more crypto to unlock withdrawals, it’s a classic scam pattern. The FBI/IC3 warns victims never get money back even after paying added “fees” or “taxes.”
Evidence Pack: What to Gather Before You Escalate
Transaction IDs for every deposit and attempted withdrawal.
Full chat/email transcripts, support tickets, and any “KYC/SoF” requests.
Screenshots or PDFs of the site’s T&Cs and bonus rules as of the date you deposited.
Proof of account ownership (ID you provided, wallet screenshots).
A concise timeline: deposit → play → withdrawal request → responses → current status.
In Great Britain, operators must allow withdrawal of deposit balances and winnings subject only to compliance with legal obligations (e.g., AML/KYC). Use that language when challenging unfair “wager more” or arbitrary hold terms.
Template: First Formal Complaint to the Casino
Subject: Formal Complaint re Unpaid Withdrawal — [Username], Ticket [#]
Hello [Casino Complaints Team],
On [date], I requested a withdrawal of [amount, currency] from account [username]. It remains unpaid after [X] days. Please review and confirm payment or provide a specific, lawful reason for delay. Attached are: deposit/withdrawal txids, KYC documents previously supplied, and relevant T&Cs captured on [date].
If unresolved within [14] days, I will escalate to [named ADR/regulator] and include this correspondence and evidence.
Regards,
[Name]
[Country]
[Email]
[Case number if any]
In GB, if 8 weeks pass without resolution, you may take it to an ADR like IBAS/eCOGRA.
Decision Tree: Where to Escalate
Is the site on the UKGC or MGA register?
• Yes (UKGC): finish internal process → ADR (e.g., IBAS/eCOGRA).
• Yes (MGA): finish internal process → MGA Player Support complaint.
Is the site under Curaçao (LOK)?
• Use the ADR listed by the operator; notify CGA of compliance concerns; CGA doesn’t mediate individual payouts.
Not licensed / looks fraudulent?
• File with IC3 (U.S.) or Action Fraud (UK) and econsumer.gov; report addresses to Chainabuse; alert receiving exchanges’ compliance teams.
Common “Stall” Scenarios & How to Respond
“Endless KYC/Source-of-Funds loops.”
Acknowledge AML duties, but ask for a precise list of documents and the legal basis for withholding funds; remind them you’ll escalate if no decision by a set date. In GB, withdrawals of deposit balances shouldn’t be blocked by unfair terms.
“Bonus abuse/confiscation” without clear evidence.
Request the specific clause and data supporting the decision; regulators have warned against unfair or ambiguous terms.
“Pay a fee/tax to release your funds.”
Stop and report immediately—this is a hallmark of scams.
Prevent It Next Time
Verify the licence on the official register, not just a footer logo. Make a small test withdrawal before playing big. Avoid opaque bonuses. Complete KYC early if you intend to withdraw to fiat or a regulated exchange. Australians should stick to ACMA-listed legal operators and report illegal sites.
Useful Contacts & Portals
UKGC Public Register (licence checks).
MGA Licensee Register (licence checks).
UKGC — How to complain / 8-week rule.
IBAS (ADR, GB).
eCOGRA (ADR).
MGA Player Support — lodge a complaint.
Curaçao Gaming Authority — policy/mandate; ADR now required by licensees; CGA doesn’t mediate individual disputes.
ACMA — report prohibited gambling sites (Australia).
IC3 — FBI Internet Crime Complaint Center (U.S.).
Action Fraud — UK national reporting centre.
econsumer.gov — cross-border complaint portal.
Chainabuse — report crypto scam addresses/URLs.
Binance Law Enforcement Portal (for reference on exchange process).
USDC terms (blacklisting/freeze policy).
Tether wallet-freezing policy.
FAQ
Can I “charge back” a crypto transfer?
No. Crypto transfers are not reversible like card payments; stablecoin issuers may freeze tokens only in limited, policy-driven circumstances and typically via law-enforcement/legal process.
Does an ADR guarantee a payout?
Not necessarily. In Great Britain, ADR decisions are commonly non-binding, but reputable, licensed operators usually comply, and the regulator may scrutinize patterns of non-compliance.
The casino keeps changing reasons for delay—what now?
Set a firm deadline in writing. If licensed, escalate after you’ve completed the site’s process (or after 8 weeks in GB). If unlicensed or the demands turn into “send more money,” treat it as a scam and move to law-enforcement/consumer reporting plus exchange alerts.
