Casino Dispute Evidence
Casino Changed the Rules After You Won?
Prove It Before They Edit the Page.
Casinos rewrite bonus terms, delay withdrawals for months, and close accounts with your money. Casino Guru investigated 65,000+ complaints — but only for players who had proper evidence.
ProofSnap captures bonus terms, chat transcripts, and withdrawal screens with blockchain timestamps, SHA-256 hashing, and chain of custody. One click. 41 seconds. A 13-file evidence package Casino Guru and eCOGRA actually accept.
Cancel anytime · Works with every online casino · Used worldwide
Casino dispute? Quick answers.
- Will a screenshot hold up?
- Rarely. Casino Guru requires "rock-solid evidence." AskGamblers rejects complaints with "insufficient information."
- What evidence do I need?
- Timestamped captures of: bonus terms, account balance, withdrawal status, chat transcripts, KYC requests.
- What's the chargeback deadline?
- 120 days from the transaction date (Visa/Mastercard). After that, your right to dispute expires permanently.
- 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. It captures everything in 41 seconds.
File Your Dispute
Download your 13-file evidence ZIP. Submit 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 changed it to 50x — or added game restrictions that didn't exist when you opted in. Now they void 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, they need "additional verification." Every document you send is "insufficient." Months pass. They're hoping you give up.
Evidence needed: every KYC request, upload, and response — 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/MGA rules, they're liable — but only if you can prove it happened.
Evidence needed: self-exclusion request, marketing emails, login access — all timestamped
Casino Guru investigated 65,000+ complaints. Only players with proper evidence got paid.
AskGamblers returned $6.9M to players in 2024. Without evidence? Case rejected.
Real players. Real casinos. Real money lost.
Documented cases where casinos refused to pay.
Jacqueline Davis won $3.3M on BetMGM roulette. They paid $100K, then claimed "game glitch" and refused the rest. Michigan Supreme Court sided with the player.
Source: CBS Detroit, Casino.org
DraftKings "Deal or No Deal" slot had 0% payout for 7 days. 522 players, 20,659 spins, zero wins. DraftKings told a player "all casino games are random." Fined $19K.
Source: Fortune, CNBC, Casino.org
Jackpot City / Spin Casino let self-excluded players keep gambling for weeks. NJ regulators fined them $112K. Players who documented their access had grounds for claims.
Source: World Casino Directory, SBC Americas
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. Casino Guru requires "rock-solid evidence." AskGamblers rejects complaints with "insufficient information."
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 1 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
- 13 files: screenshot, HTML, DOM, PDF, metadata, video
- Accepted by Casino Guru, eCOGRA, licensing authorities
"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 their casino refused to pay. That's okay. There's still critical evidence to capture right now — before the casino changes it.
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 has a SHA-256 hash, digital signature, and blockchain timestamp that independently proves when and what you captured. That's 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. It doesn't matter how much — the evidence process is the same, and the 7-day free trial covers it.
Install takes 30 seconds. First capture in under 2 minutes. Capture all 7 items in 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, 65,000+ complaints investigated
- 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 has returned millions to players. Your forensic evidence makes your case significantly stronger than a screenshot.
UK-licensed casino (888 Casino, bet365 Casino, William Hill Casino)
- 1. File a complaint directly with the casino. Wait for final response (max 8 weeks).
- 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. eIDAS-qualified timestamps (Enterprise plan) carry legal presumption in all 27 EU states.
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 casino (online casinos are banned in AU, but offshore operators are used)
- 1. Australia bans online casinos, but many Australians use offshore operators. If you have a dispute, submit 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. For offshore casinos with weak regulators, your evidence IS your only leverage.
- 3. Consider a Visa chargeback (reason code 13.3, 120-day deadline).
Works with your casino
If it 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 are among the most complained-about operators on Casino Guru. Common issues: withdrawal delays, bonus terms retroactively changed, accounts closed with balance. Capture your account pages, bonus terms, and chat transcripts before they lock you out.
LeoVegas or PokerStars Casino?
EU-licensed operators with MGA/UKGC licenses. Common issues: max cashout caps on bonus winnings, game contribution disputes, KYC stalling. File with the MGA Player Support Function — they require documented, timestamped evidence.
Stake, BC.Game, or 1xBet Casino?
Curaçao-licensed operators with minimal regulatory enforcement. Your evidence is your only leverage. 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 chat history — even though the casino keeps it
- Account access can be revoked — along with all your evidence
- Visa/Mastercard chargeback deadline: 120 days from transaction
Start capturing evidence now
7-day free trial included with all plans. Cancel anytime.
Essential
100 captures/month
- 13-file evidence package
- Video of capture process
- Provenance Certificate
- File Certification — 5/mo
- Blockchain timestamp
- eIDAS qualified timestamp
Regular use, archiving
Professional
200 captures/month
- Everything in Essential
- Blockchain (OpenTimestamps)
- File Certification — 15/mo
- eIDAS qualified timestamp
Blockchain timestamping, audit-grade
Enterprise
Unlimited captures
- Everything in Professional
- EU Court-Ready (eIDAS) timestamp
- File Certification — 50/mo
- Priority support
EU litigation, compliance teams
Just need a few captures?
SnapPack: $4.99 for 10 captures
One-time purchase. All features. Credits never expire.
Annual plans save 20%. See all pricing options
Not sure yet? Download a sample evidence package
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.