Casino closed my account: what happens to the balance

A casino can close your account – nearly every set of terms reserves that right – but closing the account and keeping the money are two different things. What happens to your balance depends on the reason given, on the clause the casino relies on, and above all on who licenses it: a UK or Malta licence gives you a free, written dispute route, a Curaçao licence gives you less, and an issuer-only register such as Anjouan leaves you mostly with the operator itself. This guide explains the reasons casinos give, what the terms of the 15 casinos we profile say about balances on closure, and the steps to take in order.

Closed, suspended, restricted, self-excluded – four different things

• Suspended or locked. No login, deposit or withdrawal while the casino checks identity documents, payment-method ownership or a play pattern. The balance normally stays on the account; this is the most common state and often temporary. If the message mentions documents, supply them first – the KYC checklist shows what is typically needed.
• Restricted. You can log in, but withdrawals or bonuses are blocked “pending verification”.
• Closed. The relationship is ended. The clause invoked decides whether the balance is returned, returned minus fees, or withheld.
• Self-excluded or closed for responsible-gambling reasons. Triggered by you, or by the casino because it is concerned about your play. These closures are protective and usually not reversible on request; see our guide to deposit limits, self-exclusion and reality checks.

The reasons casinos give – and the clauses behind them

Each reason below appears in the terms of at least one of the 15 casinos we profile. Clause references are given exactly as our records hold them, from documents read in October 2026. Quoting a clause is not an endorsement of it.

Verification failed, mismatched or never completed

Where verification merely stalls, most terms state a release route: BitStarz (Terms 7.4) blocks payments and may suspend the account, but the balance “would be subject to payment after You complete the requested procedures”. Where verification fails, the terms get harder. Gamdom’s Refund Policy states that if certified identification is not provided within 30 days of a request, the account “shall be closed and the User shall forfeit all funds”. mBit (Terms 9.9) says a failed or refused identity check “will result in confiscation of winnings or refund of the last deposit”; Shuffle (Terms 5.6) returns verified deposits to their source and may forfeit winnings.

Duplicate accounts, shared devices or payment methods

“One account per person” is universal; the net varies. BitStarz (Terms 6.2.2) allows one account per household, IP address and computer and forfeits “any returns, deposits, winnings or bonuses” from a duplicate. Roobet (ToS 4.11–4.12) requires accounts of relatives sharing a device, household or IP to be reported, or the accounts are terminated as “an intentional circumvention”. Betway (Terms 4.4) may suspend an account if the registered name differs “in any way” from the name on the card or bank account. If you share a connection with another player, say so before a problem arises.

Restricted country or VPN use

Betway (Terms 2.2) says accounts used from listed jurisdictions “will be closed, all wagers placed from these jurisdictions will be voided”, and its advantage-play list (7.3.3) includes “Using a VPN or masking IP address”. Mr Green (Terms 7.1.1) lists “Using a VPN or proxy to hide or alter the identity of the device” among the acts that entitle it to withhold the balance. LeoVegas (Terms 25.3) may block the account “and funds held thereon” if suspicious activity is detected while a VPN is in use. Mirax (Terms sections 3 and 4) guarantees no refund to a player found to live in a restricted country, and says a VPN used to bypass a provider block “may lead to confiscation of winnings”. We explain these clauses so you can read them before you deposit; we do not advise on circumventing geo-restrictions or identity checks, and on these grounds the terms are usually against the player.

“Bonus abuse” and “irregular play”

Two of the 15 casinos carry our bonus_abuse_covers_normal_play flag, applied when a forfeiture rule is drafted so broadly that ordinary play can trigger it: BitStarz (Terms 9.10) allows confiscation of winnings and closure “with the right to withhold any further withdrawals” for a player judged to have taken a bonus solely for its positive expected value; mBit (Terms 5.3) voids the bonus and its winnings for depositing while free-spin features are still open. Others define the behaviour narrowly – LeoVegas (Terms 16.7–16.8) names specific hedge and high-stake patterns. How to read these clauses before accepting an offer is covered in the bonus-terms guide.

AML reviews and “source of funds”

Anti-money-laundering rules let a casino freeze activity while it investigates, often without saying why. Roobet (ToS 10.4) may “delay or decline further deposits, withdrawals and/or game play while we conduct our investigation”, with no time limit stated; Gamdom (Terms §10) says the balance “will remain securely stored unless a legal or regulatory reason requires us to act differently”. The Gibraltar Gambling Commissioner’s complaints page confirms the pattern: in most security suspensions the operator “is not permitted to tell the customer what the nature of the problem is”, and enquiries “can take between 6 and 8 weeks, sometimes longer”. What a source-of-funds request involves is in our KYC guide.

Responsible-gambling closure

Roobet (ToS 6.1) lists “reasonable concern of problem gambling” among its closure triggers; Gamdom (Terms §2.5, §3.2) lists responsible gambling as a ground for suspension and says you may still ask support to withdraw your available balance during self-exclusion. These closures are meant to protect you: withdraw what you are entitled to and do not open an account elsewhere.

“At our sole discretion” and commercial closure

Most terms reserve a no-reason closure; the question is whether a return route is written next to it. mBit (Terms 11.3), LeoVegas (Terms 17.3) and BitStarz (Terms 6.3.2) all close “without any obligation to state a reason” – and each refunds the balance minus withdrawal charges. Betway (Terms 7.2.3) gives at least 14 days’ written notice; 888casino (User Agreement 16) returns the balance “within a reasonable time of your request”, subject to deductions; Mirax (Terms 13) says a terminated player “may remain entitled to the return of legitimate and undisputed funds”, subject to verification.

Roobet is the exception in our records: ToS 6.4 reads “We reserve the right to close Your Account at any time at our own sole discretion and freeze all remaining funds on the Account”, and we found no clause describing how or when frozen funds are released – a serious watch-out on the Roobet profile. None of the 15 profiled casinos currently carries our discretionary_confiscation flag, reserved for forfeiture of a verified balance with no breach trigger and no return route; Roobet 6.4 and mBit’s abandoned-account rule (Terms 12.1) are noted as borderline cases awaiting legal review.

Closed with balance returned, or funds withheld?

Three outcomes cover almost every closure, and the terms treat unplayed deposits, real-money winnings and bonus funds differently:

1. Closed with balance returned – the written default for commercial and no-reason closures above, usually to the original deposit method (five of the 15 casinos carry our withdrawal_to_deposit_method flag), sometimes minus a fee.
2. Deposits returned, winnings withheld – the common outcome for failed verification, duplicates and bonus findings (Shuffle 5.6, mBit 9.9, Mr Green 4.6.2, Gamdom §10). Unwagered bonus funds are forfeited on withdrawal almost everywhere.
3. Funds withheld – reserved for breach, fraud or illegal activity: Betway 7.2.2 withholds “up to the amount of any loss or fees incurred” and owes no refund for illegal activity; Gamdom §2.5 retains funds after serious breaches “to offset damages, chargebacks, fees, bonuses, or losses”; BitStarz 7.5 retains funds obtained “with ill-gotten means or during any violation”.

The UK is the clearest reference for what a clause may not do. After the Competition and Markets Authority’s 2018 action, operators undertook that players “won’t be required to play multiple times before they can withdraw their own money” and that firms “cannot rely on vague terms to confiscate players’ money” (CMA, 2018). We found no equivalent published rule for Curaçao or issuer-only registers; there, the terms you accepted are the main document that counts.

What the 15 casinos we profile state

The flags below are findings from our reading of each casino’s binding terms under the fixed taxonomy in our methodology. A flag means we found the clause, not that the casino applies it; clause detail and dates are on each profile.

• only the English terms are binding – found in 13 of 15 profiled casinos (caution)
• dormant-account fee – found in 10 of 15 profiled casinos (caution)
• withdrawals go back to the deposit method – found in 8 of 15 profiled casinos (caution)
• terms can change without notice – found in 6 of 15 profiled casinos (serious)
• “bonus abuse” defined so broadly it can cover normal play – found in 6 of 15 profiled casinos (serious)
• inactive accounts closed in under 12 months – found in 1 of 15 profiled casinos (caution)

Who you can complain to depends on the licence. “Confirmed” means we found the domain or operator in the regulator’s own register; “listed in issuer registry” means only the licence seller’s list shows it; “domain not found” means the register lists the operator but not the website. The licences guide shows how to repeat the check, and the ownership guide explains why your complaint is really against the operating company.

Get it in writing: the steps, in order

1. Record the account now – screenshot the balance, any pending withdrawal and the exact message, with the date.
2. If a withdrawal was refused rather than the account closed, start with our guide to a rejected or pending withdrawal; the causes differ.
3. Ask support in writing for three things: the clause relied on, what happens to deposits and to winnings, and what you can do to resolve it. Keep every reply.
4. Supply what is reasonably asked through the upload form, not chat.
5. Ask for a final written decision. Under a UK licence the business has eight weeks; its final answer (a “deadlock letter”) unlocks the next step.
6. Escalate to the route your licence gives you, naming the ADR body or regulator and a date by which you expect a reply.

Escalate by licence tier

UK Gambling Commission (Tier A)

Complain to the business first; it has eight weeks. If you are not satisfied after that, you can go to its Alternative Dispute Resolution provider, “a free, independent service” the business must name for you (Gambling Commission: How to complain; Taking your complaint to an ADR provider). The Commission itself “does not resolve or make decisions on complaints regarding gambling-related transactions”, but lists “closure of your account” among the complaint types the process covers (Complain about a gambling business). eCOGRA is one approved ADR body for both Great Britain and Malta (eCOGRA ADR). None of the 15 casinos we profile was reviewed under a UK licence.

Malta Gaming Authority (Tier A) – Betway, LeoVegas, Mr Green

MGA licensees must give players a complaints procedure and the name of an ADR entity, and the ADR Directive instructs them to refer disputes to that entity rather than to the MGA; the Authority’s Player Support Unit examines complaints that point to compliance failures (MGA ADR Directive, 2018). The MGA’s own complaint form lists “Account Closure/Restriction” as a category and asks you to try the operator first (MGA: Lodge a complaint).

Gibraltar Gambling Commissioner (Tier B) – 888casino

The Commissioner expects complaints to go to the operator first and “will not ordinarily investigate or determine individual UK customer disputes”, which belong in the UK ADR system; other customers can submit a Complaint Resolution Request Form after the operator has answered (Gibraltar Gambling Division: Complaints). For 888casino, note our finding that the register lists the operator and brand but not the website domain.

Curaçao Gaming Authority (Tier C) – BitStarz, mBit, Mirax, Roobet, Shuffle

The CGA states that it “does not handle individual complaints against gaming providers”, that resolving player disputes “is not within our mandate”, and that it “cannot order gaming operators to compensate players”; it accepts complaints as evidence of possible breaches of the gaming ordinance and will not disclose the status of any investigation (CGA: Online gaming). Its online portal is offline during a platform transition at the time of writing (CGA notice), so we could not verify any CGA-certified ADR procedure or deadline. Practically: exhaust the casino’s process, file with the CGA as a regulatory report, and expect no adjudication.

Issuer-only registers (Tier D) – BC.Game, Gamdom

Both state an Anjouan licence; we found them only on the licence issuer’s own list, not in a government register. The issuer’s website says the Authority “does not handle, mediate, or adjudicate player complaints”, that complaints go to the operator through its site seal (30 days to respond), and that unresolved complaints may be escalated to an “approved” ADR provider (Anjouan Gaming: Player Complaint Process). We have not verified those providers, their independence or any published decision, and treat the route as unproven. Here the casino’s own terms matter more than the licence – BC.Game’s 11.5 says it “will not permanently retain legitimate customer funds solely because an investigation has been initiated”; Gamdom’s §2.5 states a return route.

What not to do

• Do not pay a “fund recovery” service. Nobody can force a casino to pay; paid recovery offers are a well-known follow-on scam. ADR under a UK or Malta licence is free.
• Do not open a second account to get the money out – that turns a disputable closure into a clear breach.
• Do not file a card chargeback as a first move. A chargeback on a legitimate deposit is itself a breach in several terms; ask for the deposit back in writing first.
• Do not threaten or go public before you have the written decision. The MGA and the Gibraltar Commissioner both reject abusive or fabricated complaints.

Before you sign up: search the terms for “close”, “terminate”, “sole discretion” and “forfeit”, and check whether the next sentence says what happens to your balance. Check the licence row on the profile – a Tier A licence gives you a free ADR route; Tier C and D mostly leave you with the operator. Verify early, keep copies, and use one account in your own name.

Frequently asked questions

Can a casino close my account without giving a reason?

Usually yes – most terms we read reserve closure at the casino’s discretion, and AML rules may prevent it from explaining. What the terms must still address is the balance: at BitStarz, mBit, LeoVegas, Betway and 888casino the no-reason clause is paired with a refund of the real-money balance, minus fees. Roobet 6.4 is the clause in our records with no stated return route.

Does the casino have to pay out my balance when it closes the account?

For a commercial or no-reason closure, the terms above say the real-money balance is returned. For closures based on a breach finding, most terms allow winnings to be withheld and some allow deposits to be withheld too. Whether the finding was justified is what ADR exists to test – and under a Curaçao or issuer-only licence that test is largely unavailable.

The casino says I used a VPN – can it keep my winnings?

Under the terms we recorded for Betway, LeoVegas, Mr Green and Mirax, VPN or proxy use is a listed ground for blocking the account or withholding funds, especially alongside a restricted country. Ask in writing which clause applies and what happens to your deposits; if you are in a market the casino does not accept, the terms are generally against you.

Can I open a new account after a closure?

Not without the casino’s written agreement. A closure for breach, self-exclusion or a responsible-gambling concern is normally permanent across the operator’s brands, and a new account is a duplicate. If the closure was a documents problem, ask to reopen the original account instead.

A closure is a contract question first and a regulatory question second: find the clause, get the decision in writing, then use the route your licence gives you – and accept that under weaker licences the terms you agreed to are most of what you have. If gambling is causing you harm, a closed account is a reasonable place to stop; support is listed on our responsible gambling page. 18+.

Sources

• Gambling Commission – How to complain
• Gambling Commission – Taking your complaint to an ADR provider
• Gambling Commission – Complain about a gambling business
• Competition and Markets Authority – Gambling sector told to raise its game (2018)
• Malta Gaming Authority – ADR Directive (2018)
• Malta Gaming Authority – Lodge a complaint
• eCOGRA – Alternative Dispute Resolution
• Gibraltar Gambling Division – Complaints against licence holders
• Curaçao Gaming Authority – Online gaming (complaints statement) and CGA homepage (portal notice)
• Anjouan Gaming – Player Complaint Process (the issuer’s own website, not a government source)
• The binding terms, bonus terms and policies of the 15 profiled casinos, as recorded on each profile with clause references and check dates (October 2026).