To help players understand the various reasons why online casinos sometimes do the things they do, we have compiled a list of the most common FAQ’s that players have when they want to log a dispute with an online casino.

So before you go ahead and log a dispute, have a look through the FAQ’s below, it might help you understand why a specific reason as given by an online casino. If you still feel you want to submit a dispute, you can use the Submit Dispute form at any time and we will assist you in any way we can.

Bonus Problems

I didn't ask for the bonus but the casino added it to my account in any case.

Many players, be it for religious reasons or out of personal preference, don't want any bonuses added to their player account. If you are amongst these, make sure to let the support staff know before making any deposits into your player account, as in most cases the casinos' back-end systems are automated in regards to welcome, no-deposit and other bonuses - even if you don't have to enter a special code to receive the bonus.

So contact the support staff before making a deposit, or before playing with a no-deposit bonus, and they will be able to assist with disabling bonuses for your player account.

I have signed up at the casino, but they refuse to honor their welcome and/or no deposit bonus.

Usually the big culprit with this issue is when the player is from a country specifically listed as being restricted in the casino's terms and conditions.

We have had a few instances where, although the player was able to register (and play for fun) at a specific online casino, his country of residence was listed as being on the restricted list in the terms and conditions. So in short, please familiarize yourself with your choice of casino's terms and conditions before registering and making a deposit.

My bonus money was removed, and the casino is using "max bet rule" as an excuse.

Usually when a casino awards a bonus, the bonus comes with certain terms and conditions. If you read through the terms and conditions carefully, you'll probably find a clause that talk about the "max bet rule".

This boils down to that when a player places a wager, be it a slot, table or other casino game using the bonus money, that you are not allowed to place a bet larger than a specified amount. We urge players to carefully read through each and every bonus' terms and conditions before accepting the bonus.

The casino awarded me a bonus when I signed up, but has removed it from my account.

Casinos want you to have fun and play the games they offer - this is the main reason they provide players with bonuses and such. For a casino to remove a bonus from a players account usually happens when:

  • Someone used your computer/mobile/tablet/etc. to create another player account, or
  • Someone else on the same IP address made use of the bonus offered, or
  • Someone else used your address - be it residential or email, or lastely
  • Someone used your personal details

to register another player account at the same casino you were playing at.

In most cases the casino will send you an email first asking you to confirm such detail duplication, but again, we refer players to double (and triple) check the casino's terms and conditions for such cases.

What is "Bonus Abuse" and why am I accused of it?

Online casinos use the term "Bonus Abuse" when it is discovered that a player creates not one, but multiple accounts so as to make use of the same bonus (such as a no-deposit bonus) at a casino.

If you feel that you are not "Bonus Abusing", make sure you refer to the bonus terms and conditions to make sure you aren't in breach of any of them as this type of breach can lead to your account being closed and any funds being forfeited.

Payment Problems

I have a large amount in my player account, but the casino will only let me withdraw a certain part of it.

This usually happens when players haven't met the play-through requirements for a bonus that was awarded by the casino. The bonus could have been awarded as a welcome bonus, a no-deposit bonus or any other bonus that the casino may have awarded you.

If you visit your player account section, most of the casinos usually display what bonuses have been awarded and how far with the bonus' wagering requirements you are.

Making a withdrawal request without meeting the wagering requirements usually null and voids any bonus funds that were added to your account.

My withdrawal request is being refused.

We have found that in 90% of the cases, that when a withdrawal request has been refused by the casino, that a discrepancy existed between what the player entered into the sign up form when registering, and the documents that were submitted for the verification process.

Little things like a street name that was spelt wrong in the address, or a digit missing from a telephone number, most casinos might still consider revisiting the withdrawal request, but in cases where the email address, player's name or even address provided differs from what was entered at the sign-up stage, chances are you are out of luck. A lot of convincing would have to be done before any online casino would even consider any withdrawal requests in such a case without verifiable documentation to prove the reason for the difference.

The other major reason an online casino usually refuses a withdrawal request, is when a player has more than one player account at the casino.

Multiple player accounts at the same online casino are not permitted by any means, even registering a new player account because you forgot the old username or password will be considered a valid enough reason for having multiple player accounts. Please refer to the casino's Terms and Conditions - most (if not all) stipulate this a valid enough reason to lock any players account, and that a player found to have multiple accounts will also forfeit any and all funds in the accounts.

The casino doesn't want to process my withdrawal request citing the verification process as not being completed.

Most (if not all) online casinos will require that each and every player submit documents for verification purposes. This is done to ensure that any money that is paid out, is paid out to the right person.

The process does seem to many a player as unnecessary, but we at Pokies Casinos believe strongly that it is a necessary and required step to ensure player funds security.

Software Problems

The game info says it has X amount of paylines, but winnings are only paid out on Y lines.

As with all software, sometimes "bugs" do creep in and is missed while testing before being released.Sometimes these bugs are in the casinos favor, sometimes players'.

These bugs can range from a slot game stating it has a certain number of paylines, but paying out on less (or the other way around), to a video poker game stating it pays out on Jack's or better but already paying out on 10's or better.

We realize bugs do creep in from time to time (albeit on very rare occasions), and we ask that should you come across such a bug (even if the "bug" is in the player's favor), that you report such a bug using the dispute centre.

There are funds missing from my player account

Modern casino software is probably some of the best engineered software in the world - but as with all software, it has to be written by humans, and for this reason none of them are immune to technical or communication troubles.

These technical problems often don't last long, and are usually sorted withing hours (if not minutes), but should they occur when you're busy making a withdrawal or deposit, it could happen that funds "get lost" in the system.

The easiest way to sort out such "missing funds" is usually to contact the casino's support team, and to provide them the relevant reference material and such for the deposit/withdrawal. Should you not receive any joy, feel free to log a dispute, and remember to provide any and all reference material relating to the missing funds.

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