There are plenty of dishonest operators out there who will use any trick (legal or illegal) to not pay players. (Refer to the bottom of this page to see more links to player advocacy sites identifying rogue casinos.)
The practices most often implemented by these rogue operators are:
1. Failure to payout winnings
2. Closing the player's account due to some violation of the casino's regulations (eg. opening 2 accounts under the same name or not meeting betting requirements.)
3. Closing up shop and leaving the player in limbo.
4. Manipulating the "random number generator" through the software settings to ensure players lose big time.
Although I work in this industry and have faith in the companies involved, the reality is that there are so many ways and so little the law can actually do to regulate this industry. Jurisdictions that people have never heard of, a few bad apple operators, credit card fraud are just some of the issues that cloud this industry. My best advice is that players themselves must take the initiative to prevent themselves from being cheated.
Step 1: Before Playing - Checklist of items to prepare before playing at a Casino:
A. Documentation and records:
No matter how valid your claim is - the lack of documentation and evidence that you played at the casino will present problems when you make your claim later. Make sure you know how to get account records and in some cases game details. PlayCheck and CashCheck is aA good system offered by Microgaming that allows players to view all historical bets made. Some licensees implement this.
Keep hard copies of accounts and wagers by printing the account balance statements on a regular basis. In the case a claim is made this documentation is vital.
B. Contact the operator: Call the operator's toll-free support line and get details:
- Ask for the name of the customer support staff including the support manager's name and contact details. The more names you get the more accountable they become.
- Ask if there are any deposit insurance policies, ask them to send you details on documentation on how to file a claim.
Step 2 : Report the Claim Directly to Casino
This is when you need all of this documentation gathered in step 1. Make sure the information is easily presentable and make a copy. Contact the casino's support manager by telephone first. Some recommendations when communicating:
- When asking for a resolution approach them in a polite manner first. Get nasty later only if you suspect they are giving you the run around. Also remember who to get nasty to - the customer support staff really doesn't care as they get paid on an hourly basis. Make sure you get the right person on the line before you threaten them with any action.
- Give the casino time to do their jobs. Make sure you set a reasonable date that they should respond to you by and communicate this to them. If they do not meet this date then inquire again to see what the problem is. If they miss the deadline you set then you should get suspicious.
- If they refuse to give you a claim ask them to provide a written reason why. A written response holds up better as evidence when you need to file a claim.
Step 3 : If All Else Fails
Only when you find that the casino is very uncooperative should you consider these other means. Some operators don't respond unless threatened with some legal action. A few tips:
a. Reputation - Most operators are very sensitive to their reputation as word of fraud spreads very quickly. Once they are known as cheats people shy away from them. Don't report an operator as a cheat unless you are absolutely sure and you have ample evidence to back it up. In my experience most operators are very fair and willing to resolve disputes.
b. Extremely dishonest operators won't care about their reputation. They've got plenty of tricks up their sleeves that involve legal and in some cases illegal forms of retribution. Be particularly cautious when you suspect you are dealing with these types as I've experienced myself more than a few dirty operators.
Here's what to do when you don't get paid:
1. Contact your local, district or state consumer watch organizations and file a claim. Write a formal complaint letter and keep a copy of it. Send this letter to the casino stating that you will pursue further action unless the problem is rectified. Chances are the organization you file with will do absolutely nothing but the letter to the operator will command some response.
2. If this still fails, contact a few industry groups. These industry organizations monitor the industry and can on occasion contact these rogue operators on your behalf. See the bottom of this page for a list of a few of these groups.
3. Contact the websites listed below who act as player advocacy sites. Time permitting they may want to take on your case to generate publicity for their causes. Take advantage of this if you can.
4. Report it to us and we will try to provide you with ample advice.
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