Blocked account

  • News
Home News Blocked account

It can happen that you as a player want to log in to your favorite online casino, but that this will not work. How is that possible? There can be all kinds of reasons why you have a blocked account. This way the casino may have blocked you access.

Why would they do that? It is wise to the casino to find out what is going on. You are dependent on customer service, so before you find out a casino, first view how it is assessed by other players. You can just need them. Below a number of common reasons why casinos choose to stop a player's account.

Wrong login details used?

If you no longer know your login details, you can request it again. It is important that you remember your login name. You don't need to know your password for this. After all, there would be no problem. Don't try to guess your password too often, because even when you make too many wrong attempts, the casino can block your account. So don't try too many wrong passwords before you request a new one.

The reason why casinos block your account with too many wrong attempts? Your account is likely to have money. With this you can use if you play a game without having to get money from your account every time. Of course you don't want others to be able to do this. When too many wrong attempts are made to enter the account, the casino suspects that someone else wants in your account.

By temporarily blocking your account, the casino therefore prevents someone else from using your money. Customer service can probably help you. They will ask a number of checks questions to be sure that they are dealing with the right person. After this you will have the opportunity to set a new password.

Not verified?

Another reason why the casino can choose not to let your account run further is that you have not yet verified your account. You probably try to collect your profits that you have played for, but without verified account this will not work. Sometimes you do not have to upload identification when creating an account, but only when you want to collect your profit.

According to the casinos themselves, this is an extra security. If you upload your identification document later and this corresponds to the data you have entered when creating the account, there is no problem. Are these not correct? Then the casino arises that you have not played with a fair account and you will therefore be blocked. In this case it is also best to the customer service of the relevant casino.

Act to prevent money laundering and financing terrorism

Often this problem occurs illegal casinos. The reliable casinos with a valid license are made mandatory by the Gaming Authority to identify users in the same way when creating an account. You do this as a player by uploading a valid identification document. However, these casinos can also stop your account when you want to collect your profit. This is certainly more common in high amounts by winning a jackpot or having played a good pot of poker.

Casinos will carry out extra checks to make sure that the money comes to the right person. According to the law to prevent money laundering and financing terrorism, this must also be called the Wwft. Do they suspect that something is wrong? Then your account will be stopped. Only then will they think along with you about a solution. Contact customer service to come to a solution together so that you can play again and record your profit.


When the casino suspects that fraud or scam is involved, it will choose to stop your account. Do you indeed play false? Then there is a good chance that the casino will find out and will prevent you from playing. False playing at Poker, for example, can occur because a player cooperates with others at the table so that they know who has which cards. This is also called "collusion". This increases their chances of making a profit.

Also losing others at the table is the same way to cheat. This is indicated by "chip dumping". In these situations it is difficult to defend yourself against customer service. However, it is the only option you have. Customer service will not share many details with you. The best thing you can do is collect evidence that prove that you have done nothing wrong.

For example, you may use the same IP address as another player or that you have played from an unusual location. This allows the casino to suspect that something is wrong, while that is not the case.

Created another account?

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

They are obliged to have each player identified when creating an account. This allows them to check whether each player actually has only one account. Online casinos without a permit often do not pay attention to this. Only when you want to collect your profit and it appears 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 must be reopened. It doesn't really matter how old this account is. Even now you can customer service to help you.

Used software used?

When it comes to poker, there is a number of types of software that you should not use. The point is that you do not let this software run the moment you are playing the game, but there are also types of software that you cannot have on your device at all while playing. Every online poker variant has its own list of software that is forbidden.

When you participate in a poker game, they can monitor which software is installed on your device. That is not the only thing they keep track of. Other rotating programs are also visible. It is therefore not surprising that some antivirus programs, which are nothing wrong with, prospect for an unsafe program.

Are you a minor?

It is against the rules of the online casinos to manage an account if you are still a minor. Minors often give up a false date of birth to be able to play anyway. Even casinos without a permit, which therefore take a little less close to the rules, check this. As a minor, you cannot create an account with your real date of birth.

The casino can stop your account with false information. Even years later when you have reached an age of age and have been playing with a legal age for a while, you can still be punished. The casino still has all the rights to block your account. After all, you have played illegally for some time. This is against the law and can put the casino in trouble. So it is not surprising that casinos try to avoid this as much as possible.

Break out a different condition?

Did you not violate any of the above rules? Then that does not mean that you have tackled everything in the right way. There are plenty of other things that you have to take into account and that you can do wrong. The general terms and conditions may not be violated and the casino can block your account if they suspect that you have done this as a player.

It doesn't just happen that a casino blocks your account. They must have a good reason for this. Unfortunately, there are few people who read the general terms and conditions, so the chance that something goes wrong is high. It is therefore wise to read the rules before you create an account. In particular, there are many requirements associated with releasing bonuses. If you don't stick to this, but try to free the bonus, the casino can stop your account for that.

How do you prevent a blocked account?

It is of course possible that it is too late for you as a player. That your account has already been blocked at the moment. However, there are enough things that you can take into account in the future to prevent this from happening again.

Money on your account

It is wise not to have too much money in your account in one go. It is better to stick to small amounts. Take your profits on time and do not use your casino account as a second bank account. This prevents the chance that your account will be blocked. The damage is also limited if you are hacked. Not so much money may have disappeared. Have you won a jackpot? Then it is sour if it is admitted by an unfair player from your account.

Read the rules

It is therefore also wise to read the terms and conditions of the online casino where you play well. Everyone is used to scrolling through the general terms and conditions quickly, because it often concerns small print that nobody finds interesting. Yet it doesn't hurt to go through globally in this case.

Even though the comments are not that impressive, it is important that you do not overlook important rules. Do you break these rules? Then there can be serious consequences. You can also always go to customer service if you have questions about what exactly is and what is not allowed.


It is therefore important to check in advance whether something is allowed or not. For example, you can find this in the terms and conditions, but you can also always inquire about customer service. Avoid doing something that is not allowed and you save yourself a lot of hassle.

If you know what is and what is not allowed, it is easier to prevent you from ending up in illegal things. If it is too late, your account will simply be blocked. Even when you are not aware of any harm.

How do you solve a blocked account?

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

Contact the online casino

The first thing you can always do best when your account is blocked is ing customer service. So before you decide to play at a casino, check whether their customer service is reliable and helpful. You do this, for example, by reading reviews from other players.

You can often find data from customer service on the Casino website. You can usually call, email or there is a live chat available where you can go with your questions. It is important that you can clearly explain your problem. It also helps to always be polite to be helped as well as possible. It is not the employee of the customer service who has stopped your account.

Make sure you have your login name ready and are able to answer some check questions. In this way, customer service can exclude that they are dealing with the wrong person.

Approach the intermediary

If you have used an intermediary to start playing somewhere, you can also approach it. You usually do this when you do not immediately come out with the online casino. The intermediary often earns a part when you decide to register through them at an online casino.

Sometimes this intermediary has direct at an online casino. Sometimes it can mean something for you. This intermediary, also known as affiliation, is not obliged to you and will therefore not always be able to help you.

Approach the Gaming Authority

The Gaming Authority regulates the legal online casinos and ensures that everything is going according to the rules. They are therefore responsible for compliance with the laws. However, it is not a Consumers' Association where you can go when something is wrong.

You can go to them if you have a complaint about the online casino that your account has blocked. The regulator can then investigate for you. However, do not expect speedy help.

Take a lawyer

Are you sure that you are entitled to the reopening of your account, but the online casino does not respond? Can't get help from the Gaming Authority, a Consumer Organization or your intermediary? Then you can consider hiring a lawyer. However, this is a pricey solution.

A lawsuit does not just happen. So only do this if you really know that you are in your right. In that case, costs can still be reimbursed if it appears that you are indeed right. If not, you will pay for the costs. So only approach a lawyer if you can pay for this.