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Resolving Disputes with Web Casinos Online
Of course it's best to try to prevent disputes with web casinos, because it is a case of an ounce of prevention being worth a pound of cure. The first thing to do toward preventing disputes is, unfortunately, not very exciting: read the terms and conditions of every web casino online you intend to use. The general terms and conditions are usually on the home page of a web casino online, but the terms and conditions concerning bonuses may be on the site's promotions page, or they may be directly linked from the promotions page. The bonus terms and conditions may actually be split among two pages, so be sure to find and read them all.
Here are a few bonus terms and conditions to be aware of. First, don't make a wager at all until you're sure the bonus money is in your account. Make sure you meet the play-through requirement before requesting a withdrawal, and don't make wagers on games that don't count toward your play-through. This can turn your bonus winnings null and void.
Additionally, don't try setting up more than one account at any web casino online, and don't try setting up an extra account at a friend's house. The casinos have sophisticated tracking procedures that will figure it out. And know the casino's weekly withdrawal limits before signing up.
That said, if you do find yourself in a dispute with a casino online, don't start your conversation with the customer service representative with threats and bluster. They have to work by a standard protocol, and can't deviate for a hostile customer. If the complaint is not resolvable at this level and it is escalated upward, the CSR's superior is not going to be disposed to be kind if you've been shouting abuses at the CSR beforehand. You're much better off staying calm and collected from the beginning.
If the dispute remains unresolved even after speaking with a superior, after you've escalated your complaint as high up the ladder as you can, then it's time to contact third parties. Find out the software licensor for the web casino online and the licensing jurisdiction, and contact them. Alternately, you could find out if the casino online is approved by a third party that offers mediation services, such as eCOGRA (www.ecogra.org) and if so, contact that organization with your complaint.
It may take a while to resolve a dispute with a web casino online this way, but in some cases it may be your only option. Contacting watchdog sites on the internet, such as internet casino blacklist sites, may not help your dispute get resolved, but if a web casino online builds up enough of a bad reputation, it could end up suffering as well in the long run. If the web casino with which you have a dispute is an eCOGRA site and you pursue your case with eCOGRA, then you should not pursue other third party solutions at the same time.
The majority of disputes with online casinos involve cash-ins, bonuses, and locked accounts. As far as waiting for a promised payout, US players should know that even with the most reputable online casinos, it can take six weeks or more to receive a check in the mail. Other than wire services, this may be your only option due to the legal climate regarding online gambling in the US.
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