What To Do When Online Casino Blocks Your Account?

Patrycja Patrycja Knows ins and outs of Bingo, Casino & Specials Betting
Updated Updated: February 13, 2020

Has an online casino blocked your account? This situation is frustrating, but there are good ways to handle it. We take a look at some of the first things you should do if your account has been blocked by an online casino.

Send in the Proper Verification Documents

Online casinos in the UK have KYC (Know Your Customer) procedures that require them to verify the identity of all customers. This is done to combat underage gambling, identity theft and players creating multiple accounts at the same casino to exploit welcome offers. Often, the casino has inflexible rules regarding this, meaning your account can quickly be blocked if you surpass the stated deadline for sending in verification documents.

What do casinos require when you sign up?

  • First Name
  • Last Name
  • Country
  • Email
  • Date of Birth
  • Gender
  • Username
  • Password
  • Security Question
  • Security Answer
  • Address
  • Mobile Number
  • Bankroll Currency
  • Occupation
The process of signing up to 888 Casino

The casinos may ask for proof some verification documents at any point, especially when withdrawing your funds.

Lack of verification documents is the main reason why casino accounts are blocked temporarily. Thankfully, you can resolve this issue easily and within a short period of time. Simply contact the casino per email, phone or Live Chat to enquire about verification procedures. Once you have completed them, the casino will reopen your account and you can access your funds once again.

Check if you have Breached the Terms & Conditions

A lot of blocked accounts stem from actual violations of the casino’s terms and conditions. Have you accessed the casino while underage? Created duplicate accounts? Or breached any other essential terms?

If this is the case, you could find it difficult to have your account reopened. However, it is always better to realize the mistakes you have made and admit them to the casino. The online casino will then take a refreshed look at your case and perhaps even reopen your account.

A blocked account can also follow from something as trivial as too many failed login attempts. Be sure to check whether this is the case through your email or the official customer service channels.

Submit an Official Complaint

If your account has been blocked, there is usually a good reason for it. Casinos regulated and licensed by the United Kingdom Gambling Commission rarely do this arbitrarily, but cases can emerge where the player is left mesmerised over the block. If you haven’t done anything in breach of the terms and conditions, a blocked account feels like a major violation of your personal rights.

In this situation, the best approach is to submit an official complaint to the online casino. Online casinos typically have an independent department that handles these cases and treats them with the uttermost caution. You should obviously discuss the issue with the regular customer service first, but it can sometimes be necessary to take it to the next level with an official complaint.

When you send in the official complaint, it is important to attach any relevant documentation to the case.

These can be verification documents, payment information, official answers you have received from the customer services. The more documentation you provide, the more likely the casino is to handle the case to your advantage.

The UK Gambling Commission recommends that you use an official complaint service such as Resolver.

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