From time to time even the best online casinos in New Zealand can encounter problems and malfunctions. Experienced players in these situations know roughly how to behave and what to expect, while for new players this can be a somewhat stressful experience.
Before you start panicking, take a five-second break and pull yourself together, because, in these situations, most problems are quickly and easily solved with the customer service of the online casino or your banking method.
In cases that are more serious and the online casino ignores your requests, you have the opportunity to get the licensor who can act as an ace up the sleeve for players who have a problem with the online casino. Online casino owners lose a lot if a regulatory body withdraws their license, so the most significant operators will not be indifferent in such cases.
In order to explain to you in more detail how to solve unpleasant situations quickly and with as little effort as possible, our team has described several common problems that occur at online casinos.
The casino does not accept submitted documents
After registration and activation of your casino account, it is recommended to confirm your identity. This process is known as the Know Your Customer protocol. To fulfil this casino requirement you must upload your valid ID (ID card, passport or government-issued driver’s license). As well as a bill in your name and address not older than three months. The papers must be clearly visible and, of course, correspond to the data you entered during registration at the casino. Pay attention to the file size and format. It is possible that the casino only accepts a special document, but in most cases, it will work with jpg and pdf formats.
Paid money does not reach your casino account
In some cases, you may encounter a paradoxical problem during your deposit. You paid the money and it left your bank account, but the account balance for playing in the casino is zero. Don’t panic, patience is the key here, money can’t disappear that easily. Do not immediately contact customer service, but wait a few minutes because the transfer delay is very common between banks and other online stores or in this case the casino.
However, if the error does not resolve itself in a few minutes even though you have refreshed the screen and cleared the cookies in your browser, ask customer service for help in locating the deposit that has gone astray in cyberspace. To speed up the investigation and help the payment team, take a screenshot of your transaction. Setting a deposit limit can also prevent you from making deposits.
Also, check if you have a credit card usage limit and an online casino game limit. payment transactions with overseas companies do not work the same as transactions you make within your country, especially if you are in a country where gambling is prohibited.
The casino does not pay out winnings
You risked your money and spent your time and effort to win a certain amount of money- But guess what!? The casino refuses to pay out part or all of your winnings. This is every online casino player’s worst nightmare, as well as the biggest cause of complaints.
But before you start blaming the casino, ask yourself if you might have broken a community rule. In most cases, the casino cancels the winnings of players who behaved dishonestly.
This includes:
- opening multiple game accounts from a single IP address,
- registering an account with false information,
- the player being underage, etc.
- If you ignored the terms of the bonus package or violated the rules, this is another reason for the cancellation of winnings.
During your withdrawal request, the casinos will first process your request before releasing the money to your bank account.
Each casino processes a withdrawal request in a different way, while the differences in payout durations vary.
The payout time depends on the banking method you use. Using an e-wallet, the transaction time of the payout from the casino to your e-account can last from a few seconds to a couple of hours. Using traditional banking methods such as bank transfers can take up to several days. The processing time of your request is a completely different story and can last from a few hours to a few days.
Your request may be cancelled because your identity is not confirmed, the KYC protocol is not fulfilled or the withdrawal amount does not exceed the minimum specified in the casino terms and conditions. Please note that the financial departments of casinos and banks are closed on weekends.
Also, don’t forget the rule that the method of withdrawing money must be the same as the method of deposit unless you have agreed on another method with the customer service of the online casino.
Bonuses have been cancelled
You found a very attractive welcome bonus, opened an account and made your first deposit, but you did not receive the bonus. Big disappointment right?
However, you dig a little deeper into the bonus terms and conditions and discover that the bonus is not valid if you use an e-wallet or the bonus is only valid for players using bitcoin. Also, the bonus will not be activated if you have not made a large enough deposit for activation.
In most casinos, there is a minimum of $20 to activate the bonus. That’s why we always advise new players to read the fine print below the bonus capital letters to avoid frustration and disappointment.
Also, an already activated bonus can be cancelled if you try to fulfil the wagering requirements with a bet that is too large, the bonus has expired or you tried to pay out before fulfilling the wagering requirements.
It is also very important that you know that you can activate the bonus only once from one IP address, even if the casino has several target markets. Don’t use a VPN to cheat the casino because you will get caught and the loss of the bonus can be considered the mildest punishment.
No internet connection
Sometimes the problem can be a broken or very weak wifi internet network. Online casinos do not require a good phone or tablet, but they do require a strong wifi network. You need a strong internet connection especially if you play live casino. If your internet connection is interrupted during the game, don’t worry because the results of all game rounds are stored in the online casino database. You can find the result of your last round in the game settings. The unfinished game will be played even though you lost the connection and the winnings are automatically paid to your account. The next game will not start by itself, even if you have set auto spin.
The game freezes
To avoid all unpleasant bugs, we recommend that you always use the latest version of Google Chrome to play games online via your computer, tablet or mobile phone. Sometimes you may have problems that a certain game does not support the browser you are using. Also, some games may be Adobe Flash Player and require the download of the same or Java plug-in. Check the settings in your browser and see if you have allowed pop-ups.
5 tips for successful problem-solving at an online casino
- Check the strength of your internet connection and the settings of your gaming device
- Read the terms and conditions of a bonus and a casino. There you can find many reasons to prevent problems
- Contact customer support. Be free to contact customer support via live chat, email, phone or any other alternative. Be precise in describing your problem and mention the name of the game, size of the bet, payout/deposit, payment method type used for withdrawal/deposit and so on.
- If you have a problem with money transfer and the casino’s customer service cannot help you, contact your grandmother and ask them for help. Master Card, for example, offers an effective refund system in such cases.
- Complain to the regulatory body. If the casino refuses to help you resolve the problematic situation, you have every right to contact the regulatory authority whose license the casino holds, such as the UKGC.
- Be always patient and do not rush to point a finger, insult and fight online. Most problems can be solved with positive energy focused on solving stuff.