Your Account is Closed: What Should You Do?
Finding yourself suddenly unable to log into your gaming account can spike both your blood pressure and heart rate. Frustration surfaces, and you’re ready to curse all online casinos to the depths of the earth. You suspect fraud and start spreading the word. The notification of the account block feels like a red flag, and you envision all your money and personal information disappearing into thin air.
The most common reasons for a casino account closure are:
- Rule violations
- Duplicate gaming accounts
- Money transfers from other people’s accounts
- Bonus abuse
- Country restrictions
- Forgotten usernames
- Excessive winnings
In this guide, we will explain what you need to do if your account is closed. Keep reading to learn how to handle different situations!
Common Reasons Why a Casino Closes a Gaming Account
There can be numerous reasons for closing a gaming account. Licensed online casinos have a clear reason for blocking an account, which can be found in the terms of service and communications with customer support.
Most cases are resolved quickly and are often related to the player’s own safety. Perhaps the payment or personal details you provided are incomplete, or the account has not been verified according to instructions. Let’s go through the most common reasons why a gaming account is closed.
Rule Violations
The reason for the closure can be the player’s own mistake, even if unintentional. Online casinos take rule violations seriously and react swiftly.
For example, if a player has entered incorrect information on the registration form, lying about their age, address, or other details, the casino can immediately close the account upon discovering the issue. Players under the age of 18 are not accepted under any circumstances.
The situation is somewhat different if the chosen gaming site is a casino without registration. In this case, the casino immediately identifies the player’s information through identification. Thus, a player cannot proceed if they are, for example, not old enough.
Duplicate Gaming Accounts
A single online casino or a family of casinos within the same group allows only one gaming account per person, household, and IP address. This rule prevents bonus abuse and ensures the same rules apply to all customers. It is important to the casino that you play the games yourself and not on behalf of someone else.
An account closure can occur if a player has forgotten they were a customer of the casino or its sister site in the past. More often, the reason turns out to be that there are other players of online gambling in the same household, and the casino interprets you as the same person based on the IP address.
Customer service is needed to correct the misunderstanding, but most often, the account is reopened once the issue is resolved.
Money Transfers from Other People’s Accounts
Reliable online casinos follow the regulations set by their licensing authorities and strictly adhere to the Anti-Money Laundering (AML) protocol. They monitor the cash flow of gaming accounts to ensure that the depositor and withdrawer are the same person.
A transfer from an unknown source raises alarm bells, and the first step is to hit the brakes. Large sums or otherwise unusual transfers also attract the casino’s attention. The gaming account is blocked, and the player is asked to explain the origin of the funds or the destination of the withdrawal.
You may have wanted to change the payment method, and the new account is as much yours as the previous one. However, the casino needs airtight proof of this and may ask you to provide a bank statement, a picture of a Visa payment card, an e-wallet, or a crypto wallet.
If the documents you send convince the casino, the account can be reopened. The surest way to avoid an account closure is to contact the casino before using a new deposit or withdrawal method and explain what you plan to do.
Bonus Abuse
Juggling welcome bonuses, intended for one-time use, is not the only aspect that casinos pay attention to.
A gaming account can be closed if bonuses are manipulated dishonestly. This includes using a VPN that changes the device’s IP address or using bonuses in collaboration with other players. For example, you cannot bet on black and have your friend bet on red and then share the guaranteed roulette winnings.
Using purchased bonuses, doubling features, and other methods to increase winnings while bonuses are active is also risky. Any kind of fraud and manipulation is prohibited, and accounts of those who abuse bonuses are quickly closed.
Bonus terms specify the timeframe within which bonuses must be wagered, which games they apply to, the bet size for bonus or wagering, and the wagering requirement. If wagering requirements are not met within the required time, the casino will not close the gaming account. However, any winnings obtained with the bonuses will be voided.
Banned Countries
Finally, there are countries where gambling is allowed. If you live permanently in Canada, the casino you choose must be targeted to the Canadian market or otherwise allow Canadian players. Simply being Canadian does not determine which casino you can play at.
Many countries have not yet opened their licensing systems or markets to online casinos from outside. They indicate this immediately on the homepage with a “you do not have the right to use this site” message. This is also relevant when you are on vacation.
For example, if you are vacationing in Spain, it is best to take a break from your gaming hobby and return to slots and other gaming tables only when you are back home to avoid gaming bans.
Forgotten Username
Consecutive incorrect password entries can cause a temporary block. Make sure you are using the password created for that specific casino and that you are typing it correctly. The caps lock might be on, or a special character may be missing. The account is blocked as a precaution after too many unsuccessful login attempts, and a new attempt is possible only the next day.
Excessive Winnings
An online casino can close a gaming account if a player wins suspiciously often or otherwise wins too much.
You do not need to fear that your gaming account will be closed if you win a jackpot. However, if you win continuously in blackjack, the casino may call off the game. Even if no illegal means were used to win, the casino still has the right to act in this way. After all, online casinos need to take care of their own interests, and players who win too much are not in their favour.
What to Do if Your Casino Account is Closed?
If your online casino account is closed, the first thing you should do is try to find out the reason for the closure. If you can’t log in due to an incorrect password, the problem is quite clear. Otherwise, you need to investigate in detail what the issue might be.
If you have recently made transactions, the problem might be with player verification. Make sure that the KYC (Know Your Customer) process is completed.
It is also important to carefully read through the casino’s terms and conditions. Have you missed any terms that could cause the account to be closed?
If the account is closed and you cannot resolve the issue yourself, it is always advisable to contact customer service. They can provide more detailed information about the status of your account and advise you on what to do.
What Happens to Winnings if the Gaming Account is Closed?
It is normal to worry about the money in your gaming account if it is suddenly closed. Whether you get your money back depends on the situation.
| You get your money back | You don’t get your money back |
|---|---|
| You have forgotten your password. The closure is only temporary. | You are underage. |
| You change the payment method. Once the casino has verified the player, you can withdraw the money. | You have multiple accounts at the same casino. |
| You have not completed the KYC process. Once completed, you can withdraw your winnings. | You have violated the bonus terms. |
What to Do if You Feel Unfairly Treated?
Sometimes, the situation may reach a point where you can no longer get help from the online casino’s customer service. If you feel that your gaming account has been closed unjustly and the casino is no longer cooperative, it is time to contact the entity that issued the casino’s gaming license.
For example, Curaçao eGaming, which issues the Canadian gaming license, is an authority you should contact. Casinos want to retain their gaming licenses, and often when the licensing authority intervenes, things start to happen.
It is, therefore, important to only play at licensed casinos. If you play at an unlicensed casino, no one can help you if the casino suddenly closes your account.
However, remember that even the authorities cannot help if the casino follows the rules and has a valid reason to close your gaming account.
How to Close Your Own Gaming Account?
Closing a gaming account does not always happen at the casino’s initiative. Sometimes, a player wants to close the account themselves for various reasons.
If you are considering closing your gaming account due to a gambling problem, you can usually do it yourself. In your gaming account settings, you can set yourself a cooling-off period, impose gambling limits, or simply delete the entire gaming account. However, make sure you withdraw any possible winnings before closing the account.
If you feel you need professional help with a gambling problem, services such as The Canadian Centre on Substance Use and Addiction (CCSA) or Gamblers Anonymous (GA) in Canada can help.
