Most Common Casino Complaints According to Trustpilot – And How to Avoid Them 2025
The UK online casino industry is booming, with hundreds of licensed sites offering thousands of games and generous bonuses. Yet behind the flashy slots and live dealers, many players encounter problems that quickly sour the experience. And when that happens, they often turn to Trustpilot — one of the most popular review platforms — to voice their frustration.
By analysing recurring casino complaints on Trustpilot, we’ve identified the most common problems that UK players face. From withdrawal delays to unfair bonus conditions, we’ll break down each issue, explain why it happens, and show you how to avoid becoming the next victim.
Whether you’re a beginner or a seasoned online gambler, knowing what to watch out for can help protect your bankroll, your time, and your peace of mind.
- 1. 1. Withdrawal delays, reversals or non-payments
- 2. 2. Misleading or predatory bonus terms
- 3. 3. Poor customer service and unanswered queries
- 4. 4. Account closures without notice
- 5. 5. Game bugs, errors, and malfunctions
- 6. How to interpret casino complaints on Trustpilot
- 7. Final takeaway: know the red flags/casino complaints before you deposit
- 8. ✅ Safe casino checklist (based on Trustpilot data)
1. Withdrawal delays, reversals or non-payments
A core source of casino complaints
One of the most widespread casino complaints involves players being unable to access their winnings. These reviews often include phrases like “still waiting after two weeks,” “my withdrawal was reversed,” or “they locked my account after I won.”
While some delays can be legitimate — such as additional verification checks — the volume of these complaints points to systemic issues.
Why It happens:
- Pending time policies (some casinos hold withdrawals for 24–72 hours)
- Manual review procedures during high withdrawals
- Bonus abuse investigations, often without timely communication
- Unverified KYC documents, even after deposits were accepted
Real example from Trustpilot:
“I withdrew £800 and it’s been 12 days. They keep asking for more documents — even a selfie with my ID, which I already sent twice.”
– Trustpilot reviewer, 2-star rating
How to avoid this casino complaints:
- Choose casinos with fast withdrawal guarantees and clear timelines in their T&Cs.
- Complete KYC checks as soon as you register — don’t wait until you win.
- Avoid bonus offers with unclear terms or “sticky” conditions that limit withdrawals.
- Read Trustpilot reviews about a casino’s payout process, not just the welcome offer.
Expert tip:
UKGC-licensed casinos are required to process withdrawals in a timely and transparent manner. If a delay exceeds 10 working days with no resolution, you can file a complaint with the UK Gambling Commission or an ADR service.
2. Misleading or predatory bonus terms
Bonuses are among the biggest draws to online casinos — and also one of the main causes of casino complaints. On the surface, offers like “£100 + 100 free spins” seem generous. But the reality is often hidden in fine print: 50x wagering, 5-day expiry, or £50 max win from free spins.
Many Trustpilot reviews reflect this sense of betrayal, especially from new players who didn’t know what to expect.
Why It happens:
- Operators rely on bonuses as acquisition tools and structure them to limit actual losses.
- Terms are often vague or poorly explained, especially regarding max bets, eligible games, and cashout limits.
- Players may unintentionally breach terms and forfeit their bonus — or worse, their winnings.
Common casino complaints:
- “My bonus expired before I could finish wagering.”
- “I wasn’t told about the £5 max bet rule.”
- “Even after meeting wagering, I was only allowed to withdraw £100.”
How to avoid this casino complaint:
- Read the Bonus Policy page — not just the promotional banner.
- Search the casino name + “bonus terms” on Trustpilot to see real experiences.
- Favour no-wagering or cashable bonuses, even if the headline amount is smaller.
- Ask support to explain any terms that seem unclear — and keep the chat log.
3. Poor customer service and unanswered queries
The Breaking Point in Casino Complaints
Another common thread in casino complaints is poor customer service. For many players, it’s not just the issue itself that causes frustration — it’s the lack of help afterward.
Trustpilot is full of negative reviews that describe live chats that “cut off,” emails that go unanswered, or agents that respond with copy-pasted scripts.
Typical casino complaints:
- “I waited 45 minutes in the queue only to be disconnected.”
- “They said they’d escalate it and never followed up.”
- “Support just repeats the same message and won’t explain the issue.”
Why It happens:
- Some casinos outsource support to third-party call centres with limited access to player records.
- Many don’t offer 24/7 support, which leads to backlogs during peak hours.
- Some deliberately delay responses, hoping players will give up.
How to avoid this complaint:
- Test support before depositing: ask a question and evaluate response quality and speed.
- Look for UK-based casinos or those with dedicated support teams.
- Avoid casinos where Trustpilot mentions unresolved queries or slow escalation processes.
- Keep full records of chat transcripts and email exchanges.
Pro tip:
Under UKGC rules, all licensed operators must offer access to a formal complaints process and an alternative dispute resolution (ADR) provider, such as eCOGRA or IBAS.
4. Account closures without notice
A high-stakes casino complaint
Few things infuriate players more than account suspensions, especially when funds are frozen. Many of these casino complaints involve players who had recently won — only to find their accounts locked for vague or unverified reasons.
Common triggers:
- Using a VPN, even unintentionally
- Breaching bonus terms (e.g. playing restricted games)
- Suspicious play patterns flagged by automated fraud systems
- Creating multiple accounts (even on shared IPs)
What players say:
“They closed my account for ‘irregular play’ but won’t explain what that means. I had over £1,000 in there.”
– Trustpilot reviewer
How to avoid this casino complaints:
- Avoid opening multiple accounts on the same Wi-Fi/IP, especially in shared households.
- Do not use VPNs or proxies while playing at UKGC-licensed casinos.
- Stick to games listed in the bonus terms — some table games can void your offer.
- Read the Responsible Gambling section to understand what triggers account restrictions.
5. Game bugs, errors, and malfunctions
When casino tech fails
Although rare, casino complaints about glitches and bugs can be particularly upsetting. Players report being disconnected during bonus rounds, games crashing after big wins, or the system not crediting free spins or winnings.
While most UK casinos use certified software providers, errors still happen, especially on mobile or with older browsers.
Examples from Trustpilot:
- “I triggered a bonus round, but the game froze. Support says nothing can be done.”
- “The roulette ball stopped mid-spin, then skipped to a loss.”
- “I never got my winnings even though the game history showed them.”
How to avoid this casino complaints:
- Use updated browsers and clear your cache regularly.
- Stick to reputable providers like NetEnt, Evolution, or Play’n GO.
- Take screenshots or screen recordings of any unusual outcomes.
- Report bugs immediately, and if you’re not satisfied, escalate to the software provider or ADR.
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How to interpret casino complaints on Trustpilot
Trustpilot is a valuable tool — but reading casino complaints effectively requires a critical eye.
What to watch for:
- Repetition: If dozens of players report the same issue (e.g. withdrawal delays), it’s likely systemic.
- Operator responses: Reputable casinos reply with transparency and offer solutions.
- Fake reviews: Be cautious of overly positive or vague 5-star reviews. Many rogue operators flood platforms with fake feedback.
Final takeaway: know the red flags/casino complaints before you deposit
No casino is perfect, and occasional casino complaints are inevitable. But when the same problems appear over and over, it’s time to dig deeper.
At LadyLucks, we thoroughly investigate each casino’s reputation, payout history, bonus policy, and player reviews before recommending them. Use our rankings to choose safer sites — and play with peace of mind.
✅ Safe casino checklist (based on Trustpilot data)
- ✅ UKGC licensed with transparent terms
- ✅ No repeated complaints about withdrawals or support
- ✅ Verified software providers (RNG-certified)
- ✅ Trustpilot score above 3.5, with detailed responses from the casino
- ✅ Clear complaint escalation process (ADR)
Have you encountered any issues at an online casino?
Tell us your story, and we’ll investigate — or check out our expert-curated list of Top UK Casinos With the Fewest Complaints.
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