If your casino account is blocked, it usually occurs due to compliance requirements (KYC/AML), violation of terms, or self-exclusion. The guide below will help you quickly identify the reason, gather the appropriate evidence, and communicate with the operator and, if necessary, the licensing authority so that the restoration or proper closure can occur as smoothly as possible.
Why is the account blocked?
KYC/AML compliance and suspicious transactions
- KYC (Know Your Customer): the operator must verify your identity, age, and residence.
- AML (anti-money laundering and counter-terrorism financing): unusual payments, high-risk countries, third-party accounts, or discrepancies in income and betting amounts can trigger a temporary block.
- Source of funds verification: fighting the movement of black money; SOF/SOW (source of funds/assets) evidence may be requested.
Violation of terms (bonus abuse, multiple accounts)
- Bonus abuse: multiple “risk-free” strategies, coordinated play, or prohibited betting patterns.
- Maintaining multiple accounts: double bonuses, “family” accounts, false information.
- Geo-restrictions/VPN: using the service in a country where the brand does not have permission can lead to immediate suspension.
Self-exclusion/ban activated
- Local self-exclusion: if you have set a gambling ban or self-exclusion, brands licensed in Estonia must respect it.
- Operator-imposed ban: based on previous risk indicators, the brand may proactively close the account.
First steps
Contacting support (chat/email) and case number
- Contact via live chat or email; ask for the case/ticket number.
- Request clarification: “What rule or verification step caused the block?”
- Keep communication in writing: this maintains an audit trail (for future disputes).
Required documents list and deadline
- Identification document: passport/ID (front and back), selfie if necessary.
- Proof of address: utility bill or bank statement (last 3 months).
- Proof of payment method: photo of the card (partially obscured numbers), e-wallet screenshot, bank statement.
- Deadline: ask for a clear date; if you cannot meet it, request an extension.
How to prove and expedite
Clear photos/scans, same name-account
- Quality: straight, sharp photos; no reflections; all corners visible.
- Data consistency: name, date of birth, and address must match the profile.
- File formats: JPG/PNG/PDF; one file = one document (reduces rejections).
Confirmation of payment method ownership
- Bank card: cover the middle numbers; the name must be yours.
- Bank account: statement showing your name and transactions with the casino.
- E-wallet: profile screen + transaction history screenshot; email and name must match.
If the issue is not resolved
Official complaint to the operator/licensing authority
- Submit an official complaint to the operator’s “Complaints/Disputes” channel; refer to the terms and include the case number.
- Licensing authority/ADR: if the response is insufficient or absent, contact an independent dispute resolver or licensing authority according to the brand's jurisdiction.
Collecting evidence (logs, screenshots)
- Save everything: emails, chat logs, screenshots, payment receipts.
- Timeline: note down dates and deadlines; this will expedite the ADR/licensing authority process.
Summary – recovery or closure scenario
The best outcome is the restoration of the account after the correct submission of the required documents. If permanent closure remains in effect (e.g., severe violation of terms or valid self-exclusion), request a written explanation and withdrawal of the allowed balance (if the terms allow it). For the future, prefer brands with a transparent KYC process and good customer support – check the sections reliable casinos and Estonian casinos. If you want a low-friction experience, also explore options with no-account casinos.
Tip: before creating a new account, ensure that your details (name, address, payment method) are current and consistent; this reduces KYC rejections and unexpected blocks.If you need alternatives, check out well-known brands: OlyBet, Coolbet, Betsafe, Optibet, Paf.
Frequently Asked Questions
Does a block mean permanent closure?
No; it is often temporary until the KYC/AML check or violation assessment is completed, permanent closure occurs only in serious cases or self-exclusion.
Will the remaining balance be paid out?
Yes, if no terms have been violated, the eligible balance will be paid out according to the casino's rules (bonus money may be forfeited).
How long does the check take?
Standard procedures usually take 24–72 hours, but in case of incomplete documents or additional checks, it may take up to several weeks.
Where to turn if support does not respond?
Submit a written complaint to the operator and then escalate it to the licensing authority or an independent dispute resolver (ADR).
