Possible reasons for having a blocked casino account

What to do when the casino blocks your account

There are times when you might be trying to log in to your favorite online casino but finding yourself unable to do so. How is this possible? There can be many reasons why you have a blocked account. For example, the casino may have blocked your access.

Why would they do that?

It is wise to contact the casino to find out what is happening. You depend on customer support, so check out how other players rate it before choosing a casino. You may need them at some point.

Here are some common reasons why casinos decide to suspend a player’s account.

Wrong Login Details?

If you have forgotten your login details, you can request them again. It would be best if you remember your login name. You do not need to know your password. Then there would be no problem. Don’t try to guess your password too often because even if you try too many times, the casino may block your account.

So don’t try too many wrong passwords before you request a new one.

Why do casinos block your account if you try too many times? There is probably money in your account. This is where you can place your bets when you play a game without having to withdraw money from your account every time.

Of course, you don’t want others to access this. If too many wrong attempts are made to access the account, the casino suspects that someone else is trying to access your account.

So by temporarily blocking your account, the casino prevents anyone else from accessing your money. Customer support will probably be able to help you. They will ask you a few questions to ensure they are dealing with the right person.

After this, you will be allowed to set a new password.

Is It Not Verified?

Another reason why the casino may choose not to continue running your account is because you have not verified your account. You may be trying to collect the winnings that you played for, but you won’t be able to without a verified account.

Sometimes, you don’t need to upload identification when creating an account, but only when collecting your winnings.

According to the casinos themselves, this is extra security. If you upload your identification document later and match the details you entered when you created the account; there is no problem. Is it not? Then the casino will consider you not to have played with a legitimate account, and you will be blocked.

In this case, it is also best to contact the casino’s customer service.

Prevention of Money Laundering and Terrorist Financing Act

Often this problem occurs with illegal casinos. The reliable casinos with a valid license are required by the Gaming Authority to identify themselves when users create an account. This is done by uploading a valid identification document.

However, even these casinos can suspend your account when you want to collect your winnings. This happens more often with high amounts from winning a jackpot or playing a good poker game.

Casinos will perform extra checks to ensure the money reaches the right person. The Prevention requires the Money Laundering and Terrorist Financing Act. Do they suspect something is wrong? Then your account will be suspended.

Only then will they think with you about a solution.

Contact customer service to find a solution together so you can play again and withdraw your winnings.


If the casino suspects fraud or a scam involved, they will choose to suspend your account. Are you cheating? Then it’s likely that the casino will find out and prevent you from playing.

Cheating in poker, for example, can occur when a player collaborates with others at the table so that they know who has what cards. This is also known as collusion. This increases their chances of winning.

Deliberately losing to others at the table is another way to cheat. This is referred to as chip dumping. It isn’t easy to defend yourself against customer service in these situations. However, it is the only option you have. Customer service will not share many details with you. The best you can do is collect evidence that shows you did nothing wrong.

For example, you may be using the same IP address as another player, or you may have played from an unusual location.

This allows the casino to suspect that something is wrong when it is not.

Have You Created Another Account?

You are only allowed to have one account per legal online casino. When online casinos were not yet legal, this was more difficult to regulate. Now that this has changed, it is a lot easier. Since October 2021, online casinos can offer their games legally, provided they have a valid license.

They will be obliged to have every player identify themselves when creating an account. This allows them to check whether each player has only one account. Unlicensed online casinos often do not pay this much attention. Only when you want to collect your winnings, and it turns out that you have multiple accounts will your account be blocked, and you will not be able to withdraw your money.

Do you indeed have another account? Then it is difficult to argue that your account should be reopened. It does not matter how old this account is.

Again, you can contact customer support to help you.

Banned Software Used?

When it comes to poker, you are not allowed to use some types of software. It’s about not running this software when you’re playing the game, but there are also types of software that you shouldn’t have on your device at all when you’re playing.

Every online poker game has a list of prohibited software.

When you participate in a poker game, they can monitor what software is installed on your device. That’s not the only thing they keep track of. Other programs that are running are also visible.

Therefore, it is not surprising that some antivirus programs consider the poker software, which has nothing wrong with it, unsafe.

Are You a Minor?

It is against the rules of online casinos to operate an account if you are still a minor. Often minors give a false date of birth to play anyway. Even unlicensed casinos, which are less strict about the rules, check this.

As a minor, you can’t create an account with your actual date of birth.

The casino can terminate your account with false information. Even years later, when you are of legal age and have played for a while, you can still be punished. The casino still has all the rights to block your account. After all, you have been playing illegally for some time. This is against the law and can get the casino in trouble.

Therefore, it is not surprising that casinos try to avoid this as much as possible.

Have You Violated Other Conditions?

Didn’t violate any of the above rules? Then that doesn’t mean you did everything the right way. There are many other things to keep in mind that you could be doing wrong.

The terms and conditions may not be violated, and the casino may block your account if they suspect that you have done so.

The casino does not just block your account for no reason. They must have a good reason for doing so. Unfortunately, very few people read the terms and conditions, so the chances of something going wrong are high. So before you create your account, make sure you read the rules. In particular, there are many requirements to unlock bonuses.

If you don’t adhere to these requirements but still try to clear the bonus, the casino may suspend your account for it.

How to Avoid a Blocked Account?

It may be that it is already too late for you as a player. That your account is already locked at this very moment.

However, there are plenty of things you can take into account in the future to prevent this from happening again.

Money in Your Account

It is wise not to have too much money in your account at once. It is better to keep it in small amounts. Withdraw your winnings in time, and don’t use your casino account as a second bank account.

This way, you avoid the risk of having your account blocked.

Also, if you get hacked, the damage is limited. Not so much money could have disappeared.

Did you win a jackpot?

Then it would be a shame if a dishonest player were to withdraw it from your account.

Read the Rules

It’s also a good idea to read the terms and conditions of the online casino you’re playing at. Everyone is used to quickly scrolling through the terms and conditions, as they are often small print that no one finds attractive.

However, it can’t hurt to read through them globally in this case.

Even if the comments are not impressive, you mustn’t overlook essential rules. Do you break these rules? There could be severe consequences.
You can also contact customer service if you have any questions about what exactly is and isn’t allowed.


It is essential to check in advance whether something is allowed or not. For example, you can find this in the general terms and conditions, but you can also always ask the customer service department.

Avoid doing something that is not allowed and save yourself a lot of hassle.

If you know what is and what is not allowed, it is easier to avoid ending in illegal business. If it is too late, your account will be blocked even if you are unaware of any wrongdoing.

How do You Unblock a Blocked Account?

Fortunately, there are options to get your account back. The casino can reopen your account if they are confident that nothing is wrong with you and your account.

Contact the Online Casino

The first thing you should always do if your account has been blocked is contact customer support. So, before you decide to play at a casino, check if their customer service is reliable and helpful. This can be done by reading reviews from other players.

Often you can find the details of the customer service on the casino website. Usually, you can call, email, or have a live chat where you can ask questions. It is vital that you can explain your problem clearly.

It also helps to be polite to get the best possible service.

After all, it is not the customer service employee who suspended your account.

Make sure you have your login name ready to answer any verification questions. This way, the customer service team can exclude the possibility of dealing with the wrong person.

Approach the Intermediary

If you have used an agent to start playing somewhere, you can also approach them. This is usually done when you can’t get through to the online casino directly.

The intermediary often earns a portion if you decide to register at an online casino through them.

Sometimes the intermediary has direct contact at the online casino. So sometimes they can do something for you. This intermediary, also called an affiliate, owes you nothing and will not always be able to help you.

Get a Lawyer

Are you confident that you are entitled to have your account reopened, but the online casino does not respond?

Can’t get any help from the gaming authority, a consumer organization, or your intermediary?

Then you can consider hiring a lawyer. However, this is a costly solution.