Good online casinos do not run under an ‘anything goes’ policy – they are governed by a set of well-defined internal rules. The rules are meant to safeguard the legitimate interests of the casino, players and all other stakeholders. It is on the basis of these rules that you could find yourself banned from your favourite casino.
Understanding the casino’s rules, your account’s status and the reasons that may lead to a ban is central to smooth gameplay and managing your expectations. We take a look at how you can check if you have been banned by a casino and what steps you should take for resolution.
Initial Signs of a Ban
A ban is meant to inhibit your ability to use the online casino platform freely. So the most common early-warning signs of a ban are:
- Inability to log in – This is usually the most obvious sign. Nothing says ‘no longer welcome here’ more emphatically than denied log in. If you are entering the correct user ID, password and other login credentials but are still not able to get in, you may be banned. Take note of the reason for rejection – ‘Account Suspended’, ‘Account Invalid‘ or ‘Account Not Found’ often signal a ban.
- Error messages – Error messages are an inevitable reality of using any software. They should however be the exception and not the rule. Errors may indicate a ban if they occur frequently and especially when you try to access certain core features in the online casino. You have permission to log in but have restrictions on usage.
- Withdrawal or deposit issues – If an online casino decides to ban a user, limiting the ability to conduct any financial transaction will be core to this effort. Persistent withdrawal and/or deposit challenges may imply the platform deems your account problematic especially if the transaction is denied with no or obscure explanations.
Common Reasons for Being Banned
An account ban can occur for one or more reasons. The most common ones are:
- Violating T&Cs – This is by far the most common reason for a ban. The online casino sets out rules for platform use and fair gameplay. Breaking any of these rules can lead to any one of several penalties and restrictions. The most severe violations will lead to an account ban. Examples of T&C violations include:
- Creating multiple active accounts
- Harassing/threatening/insulting fellow players
- Fraudulent deposits (such as using a stolen credit card)
- Bonus abuse by exploiting loopholes wagering rules
- Suspicious Activity – Violating T&Cs is a fairly black and white process. Suspicious activity is a grey area. In this scenario, the casino’s sophisticated security systems may think your account activity is suspicious but cannot pinpoint an exact action that could be classified as illegal, unauthorised or otherwise goes against the T&Cs. Examples of suspicious activity include money laundering and unusual betting patterns.
- Self-exclusion – Bans are not always imposed by the casino. As part of their responsibility to player safety, reputable online casinos have a self-exclusion feature. This is a self-imposed ban that a player would place on themselves if they feel their gambling habit is unhealthy and spiralling out of control.
Verifying Your Ban
So you suspect your account has been banned. The next course of action is to confirm whether your suspicions are true. To do that, embark on the following.
- Check your email – Credible casinos will not ban your account without formally communicating that decision to you. Usually such official communication will occur through the email address registered to your account. Depending on the underlying reasons, the email may be sent days before the ban or at the time of the ban. Check your inbox but also your spam or junk folder as well just in case the message was flagged as spam.
- Contact customer support – Whether you spot an email announcing the ban or not, contact customer support for further clarification. If you did not receive an email, they can confirm whether your account has indeed been banned or if you are simply the victim of a system glitch. In case you did receive an email, they can offer additional insights on the ban as well as the reasons for the ban.
- Review the casino's terms and conditions (T&Cs) – Ban triggers will typically be set out in the T&Cs. Check the T&Cs for any activity the online casino has categorised as prohibited. Compare these with actions you have recently taken during your interaction with the platform. Importantly, the T&Cs will also lay out the appeal process.
Steps to Take if You Are Banned
Once you confirm you are banned, you have a number of options:
- Ask for further information – When you contacted customer support, you likely received some information about the cause of the ban. If that preliminary information did not provide a clear picture of why it happened, reach out with specific questions on areas you were not clear on. The more the background context you have, the better your odds of a quick and satisfactory resolution.
- Appeal the ban – Now that you understand the online casino’s reasons for banning you from the platform, consider lodging a formal appeal if you believe the decision was unwarranted or erroneous. Draft and send an email explaining why your account should be reinstated. Attach any evidence and supporting documentation that will work in your favour. Then, wait. The casino’s appeal procedure should state how long the process will take. Be patient as long as you are within this timeline.
- Seek legal advice – While you may have strong grounds showing the ban is unwarranted, unprocedural and unlawful, the casino may not agree with you. In that case, consult a lawyer, especially one that has experience handling gambling cases. This should be a last resort if all other avenues of negotiation have failed.
- Self-assessment and responsible gambling – If you self-excluded, perform a frank self-evaluation on where things went wrong and commit to making positive changes to your gambling routine. Adopt responsible gambling practices such as working with a budget and placing a strict limit on the time you spend on online gambling weekly. Where need be, seek help from gambling addiction organisations and resources.
Conclusion
Understanding your online casino account’s status is essential before planning any gameplay. If your account is banned, no other interaction with the casino matters.
In case you suspect a ban and want to confirm that your account is no longer in good standing, start by checking your email for a ban notification then reach out to customer support for confirmation or clarification. If you do not agree with the ban, collect mitigating evidence and lodge an appeal. Consider engaging a lawyer if that does not yield fruit.
Remember, preventing a ban takes less of your time and effort than having the ban lifted. Read and adhere to the casino’s T&Cs. Practise responsible gambling and get external help if you think your gambling habits are no longer within your control.
