Casino Dispute Evidence
Casino Changed the Rules After You Won?
Prove It Before They Edit the Page.
If an online casino refuses to pay your winnings in 2026, capture the bonus terms, the withdrawal screen and the support chat before the operator edits them. ProofSnap, a Chrome extension, seals each page into a timestamped forensic package that Casino Guru, eCOGRA and card issuers accept as evidence, carrying a SHA-256 hash and an RSA-4096 signature.
Casino Guru's Complaint Resolution Center has returned more than $60 million to players since 2019 (Casino Guru, March 2026), and the AskGamblers Casino Complaint Service recovered $10.7 million across 3,779 resolved cases in 2025 (AskGamblers, May 2026). Casino Guru and AskGamblers both require documented evidence. One click, 41 seconds, an evidence package of 11 to 15 files depending on your plan.
By Radim Motycka, founder of ProofSnap. Last updated .
Also available for Microsoft Edge
Cancel anytime · Works with every online casino · Used worldwide
Casino dispute? Quick answers.
- Will a screenshot hold up?
- Rarely. eCOGRA requires "rock-solid, undisputed, unambiguous evidence." AskGamblers rejects complaints with "insufficient information."
- What evidence do I need?
- Timestamped captures of the bonus terms, account balance, withdrawal status, chat transcripts and KYC requests.
- What's the chargeback deadline?
- 120 days from the transaction date (Visa Core Rules and Mastercard Chargeback Guide, 2026). After that, your right to dispute expires.
- Where do I file a complaint?
- Casino Guru, eCOGRA, AskGamblers, UKGC (UK), MGA (Malta), or the casino's licensing authority.
3 steps. 41 seconds. Court-ready evidence.
ProofSnap captures forensic casino evidence that Casino Guru, eCOGRA, and licensing authorities actually accept.
Install ProofSnap
Add the Chrome extension. Start your free 7-day trial.
Capture Evidence
Open the casino page: bonus terms, withdrawal status, chat support. Click ProofSnap. ProofSnap captures everything in 41 seconds.
File Your Dispute
Download your evidence ZIP, 11 files on Essential and up to 15 on Enterprise. Submit it to Casino Guru, eCOGRA, your licensing authority, or the casino's complaint process.
Casino won't pay? You're not alone.
Every day, online casinos use these tactics against players. Without forensic evidence, your complaint gets rejected.
Bonus Terms Changed After You Won
You accepted a bonus with 30x wagering. You met the terms. The casino then raised it to 50x, or added game restrictions that did not exist when you opted in, and voided your winnings.
Evidence needed: T&C page captured BEFORE you started playing
Withdrawal Refused or Delayed
You won. You requested a withdrawal. It's been "pending" for weeks. The casino cites "irregular play patterns," "bonus abuse," or endless verification. They're waiting for you to cancel and gamble it back.
Evidence needed: account balance, withdrawal request, pending status, all timestamped
KYC Stall Tactics
Deposits were instant. But now that you want to withdraw, the casino needs "additional verification". Every document you send is "insufficient". Months pass. The casino is hoping you give up.
Evidence needed: every KYC request, upload, and response, all timestamped
Account Closed, Balance Seized
The casino closed your account, citing vague "terms violations", and confiscated your balance. No explanation. No appeal. Account access revoked along with all your evidence.
Evidence needed: balance screenshot, closure notification, all communications BEFORE lockout
Max Cashout Cap on Jackpot Win
You hit a jackpot worth €50,000 on slots. Buried in the bonus terms: max cashout €5,000. You lose 90% of your winnings to a clause you never saw when you accepted the bonus.
Evidence needed: bonus terms page at time of opt-in showing no cashout limit
Self-Exclusion Violation
You requested self-exclusion. The casino kept sending marketing emails, or let you re-register. Under UKGC and MGA rules the operator is liable, but only if you can prove it happened.
Evidence needed: self-exclusion request, marketing emails, login access, all timestamped
Casino Guru has returned more than $60 million to players since 2019 (Casino Guru, March 2026). Only documented complaints got paid.
The AskGamblers Casino Complaint Service recovered $10,728,000 across 3,779 resolved cases in 2025, which is 68% of all accepted cases (AskGamblers, May 2026). Without evidence, a complaint is rejected before it is investigated.
Real players. Real casinos. Real money lost.
Documented cases where casinos refused to pay.
Jacqueline Davis turned a $50 deposit into $3,289,500.75 on BetMGM roulette in March 2021. BetMGM paid $100,000, then blamed a software malfunction and kept the rest. On 22 July 2025 the Michigan Supreme Court ruled unanimously that she can sue, sending the case back to the Wayne County Circuit Court. She has still not been paid.
Source: Michigan Supreme Court, 22 July 2025; CBS Detroit
DraftKings "Deal or No Deal Banker's Bonanza" returned no wins between 15 and 21 August 2023. 522 Connecticut players, more than 20,659 spins, no wins on a game advertised with a return to player of roughly 95%. Connecticut's Department of Consumer Protection fined DraftKings and White Hat Gaming $22,500 in total, and DraftKings refunded $23,909.
Source: Connecticut Department of Consumer Protection, September 2024; CNBC
Digital Gaming Corporation, the Super Group operator behind Jackpot City and Spin Casino, failed to add self-excluded players to New Jersey's exclusion list between March 2024 and January 2025. In October 2025 the New Jersey Division of Gaming Enforcement fined it $112,188.96 and ordered the return of $5,278 in winnings. The operator has since closed its US online gaming business.
Source: New Jersey Division of Gaming Enforcement, October 2025
The casino has a compliance team.
What do you have?
When you file a complaint, the casino responds with server logs, IP records, game history data, and a legal team. You send one screenshot that anyone could have faked in Photoshop. eCOGRA and AskGamblers, the two bodies that handle most of these cases, say plainly what they need.
Your Screenshot
- No timestamp proof: when was it taken?
- Easily edited in 30 seconds (Photoshop, Inspect Element)
- No metadata, no URL verification
- No chain of custody
- Just one image file
- Rejected by Casino Guru, eCOGRA, and regulators
ProofSnap Evidence Package
- Blockchain timestamp: immutable proof of when
- SHA-256 hash: any tampering detected instantly
- Full metadata: URL, IP, headers, TLS certificate, cookies
- Forensic log + chain of custody documentation
- 11 to 15 files: screenshot, HTML, DOM text, PDF, metadata, forensic log
- Accepted by Casino Guru, eCOGRA, licensing authorities
Every ProofSnap capture ships with a Provenance Certificate that records eight independent integrity checks, and on the Enterprise plan the package carries an eIDAS qualified timestamp issued by Disig a.s., a Qualified Trust Service Provider on the EU Trusted List. Anyone, including the casino, can re-verify the package years later with the free ProofSnap Trust Verifier, without a ProofSnap account.
"Complainants should provide rock-solid, undisputed, unambiguous evidence to support their claims."
"If you fail to provide requested information or evidence, your complaint will be rejected."
Already in a dispute? It's not too late.
Most visitors land here after a casino has already refused to pay. There is still time. Critical evidence is still on the site right now, before the casino changes those pages.
Capture these 7 things in the next 10 minutes:
Why this matters even if you already have screenshots: Your casino will argue your screenshots are edited. With ProofSnap, each capture carries a SHA-256 hash, a digital signature and a blockchain timestamp that independently prove what you captured and when. That is the difference between "insufficient evidence" and a successful Casino Guru complaint.
A €5,000 jackpot. A $200 bonus dispute. A £50 withdrawal stuck for 2 months. The amount does not matter. The evidence process is the same, and the 7-day trial covers it.
Installation takes 30 seconds. Your first capture takes under 2 minutes. All 7 items take about 10 minutes.
Got your evidence? Here's exactly where to send it.
You have your ProofSnap ZIP. Now file your complaint. Pick the path that matches your casino.
Casino Guru: free mediation, more than $60 million returned to players since 2019 (Casino Guru, March 2026)
- 1. File a complaint directly with the casino first. Save their response.
- 2. Submit to Casino Guru with your ProofSnap evidence ZIP attached. They mediate directly with the operator.
- 3. Casino Guru's Complaint Resolution Center returned $5,304,894 to players in Q1 2026 alone (Casino Guru, April 2026). Your forensic evidence makes the case significantly stronger than a screenshot would.
UK-licensed casino (888 Casino, bet365 Casino, William Hill Casino)
- 1. File a complaint directly with the casino. Wait for the final response, up to 8 weeks under the UKGC Licence Conditions and Codes of Practice (2026).
- 2. Escalate to eCOGRA or IBAS (ADR providers). Attach your ProofSnap evidence ZIP. Decisions are binding on the operator.
- 3. If ADR fails, escalate to the UK Gambling Commission (UKGC).
Malta / EU-licensed casino (LeoVegas, Betway Casino, PokerStars Casino, Casumo, Mr Green)
- 1. File with the casino. If unresolved, escalate to eCOGRA or the MGA Player Support Function.
- 2. Attach your ProofSnap evidence ZIP. An eIDAS qualified timestamp (Enterprise plan) carries a presumption that its date and time are accurate in all 27 EU member states, under Regulation (EU) 910/2014, Article 41(2).
Ontario-licensed casino (bet365, PokerStars, 888 Casino, BetMGM)
- 1. File a complaint directly with the casino.
- 2. If unresolved, escalate to the Alcohol and Gaming Commission of Ontario (AGCO) via iGaming Ontario.
- 3. Attach your ProofSnap evidence ZIP. Ontario is the only Canadian province with private operator licensing.
Australian players (online casino gambling is prohibited in Australia, but many players use offshore operators)
- 1. If you have a dispute with an offshore operator, submit it to Casino Guru or AskGamblers.
- 2. Report unlicensed operators to the ACMA (Australian Communications and Media Authority).
Curaçao / offshore casino (Stake, BC.Game, 1xBet Casino, Roobet)
- 1. File with the operator. If no response, submit to Casino Guru or AskGamblers.
- 2. Where the regulator is weak, your evidence is the only leverage you have.
- 3. Consider a Visa chargeback under reason code 13.1, services not received, within 120 calendar days of the processing date (Visa Core Rules, 2026). Reason code 13.3 applies if the service was not as described.
Works with your casino
If the page opens in Chrome, ProofSnap can capture it.
ProofSnap is not affiliated with any casino operator. Operator names are listed for informational purposes only.
888 Casino or Betway dispute?
888 Casino and Betway both have long public complaint histories on Casino Guru and AskGamblers. The recurring themes are withdrawal delays, bonus terms changed after the fact, and accounts closed while a balance was still in them. Capture your account pages, the bonus terms, and the chat transcripts before you are locked out.
LeoVegas or PokerStars Casino dispute?
LeoVegas and PokerStars Casino hold MGA and UKGC licences. The recurring issues are max cashout caps on bonus winnings, game contribution disputes and KYC stalling. File with the MGA Player Support Function, which requires documented, timestamped evidence.
Stake, BC.Game, or 1xBet Casino?
Stake, BC.Game and 1xBet Casino are licensed in Curaçao, where regulatory enforcement is minimal. Timestamped forensic proof is often the difference between recovering your money and losing it.
Ready to protect your winnings?
One capture before you play. 41 seconds. From $8.99/mo.
Save Your Evidence, Free for 7 DaysEvidence disappears. Deadlines don't wait.
- Casinos update bonus terms and T&C pages without notice
- If your account is closed, you lose access to the chat history while the casino keeps it
- Account access can be revoked, along with all your evidence
- Visa and Mastercard chargeback deadline: 120 days from the transaction date
Start capturing evidence now
Every subscription includes a 7-day trial, cancel anytime. SnapPack is a one-off purchase with no subscription.
SnapPack
10 captures
- Full evidence package
- Blockchain (OpenTimestamps)
- One-time purchase, no subscription
A single dispute, no commitment. Credits never expire.
Essential
100 captures/mo
- 11-file package
- Video of the capture
- Provenance Certificate
- 5 file certifications/mo
- Blockchain timestamp
- eIDAS qualified timestamp
Regular use, archiving
Professional
200 captures/mo
- Everything in Essential
- Blockchain (OpenTimestamps)
- 15 file certifications/mo
- eIDAS qualified timestamp
Blockchain timestamping, audit-grade
Enterprise
Unlimited captures
- Everything in Professional
- EU court-ready (eIDAS) timestamp
- 50 file certifications/mo
- Email support, next business day
EU litigation, compliance teams
Annual plans save 20%. See all pricing options
Questions players ask before installing
Guides for casino disputes
Casino Changed Bonus Terms After You Won?
How to prove T&C manipulation with blockchain-timestamped evidence.
How to Win a Gambling Dispute
Evidence that actually works when filing complaints with Casino Guru, AskGamblers, and eCOGRA.
Sportsbook Refused to Pay Winnings?
Step-by-step guide to documenting refused payouts with forensic evidence.