Online gaming in general is dependent on the stability of the Internet connection and the reliability of the software that is used. In purely casual games, experiencing technical issues can be very frustrating but it’s nothing to get upset over. However, if you are playing on an online casino, and money is at stake, you really don’t want your game to crash right after you’ve placed a bet.
If you experience a technical issue in a situation like that, you should request your money back, and if the casino doesn’t solve your issue, you should file a complaint with the supervising gambling regulatory authority. If you provide sufficient evidence for what happened, chances are you’ll get your money back, so it’s a good idea to record your screen when betting a large amount.
If you have never done video capture of your screen, there are extremely easy ways to do it, and they cost nothing. Probably the easiest software for that purpose is GeForce Experience – after you install it, you only need to press Alt+F9 and now your screen is being recorded. Press the combination again and the recording is saved in your Videos folder by default. As simple as that!
In addition to recordings of actual gameplay, you should also keep screenshots or photos of all relevant information and documentation. Providing detailed account of all events associated with your situation dramatically increases your chances of success. Hiring an attorney is recommended, if a lot of money is at stake.
But all of that isn’t needed, if you are only placing small bets, especially since the “software error” complaint isn’t as popular as one might think. The issue has become famous because some gamblers play under the constant impression that they are just about to win a huge prize, so when they experience a technical issue, they always think they’ve been robbed, and the game is rigged.
In reality, software instabilities are becoming less frequent, as programmers have been working on bug fixing for decades. Also, the hardware used is more powerful than ever, the Internet connection is faster and more reliable than it has ever been. If you stick to the best online casinos, you might not encounter any technical issues whatsoever.
A much more common complaint is that of a delayed payment or suspended account. If an online casino is serving the citizens of a country with a well-regulated gambling environment such as Canada, that casino must offer the players the option to withdraw their funds at any time. Some Canadian online casinos offers withdrawal within less than 1 hour. Also, the withdrawal process must be simple, well-explained and all fees much be clearly stated in advance.
You can see why it is so important that you only play in online casinos that have the proper license, so they are subjected to strict regulation that ensures the safety of your money. It’s also essential that you know whom to turn to, in case you can’t settle a dispute with the casino. For example, if you live in Kahnawake, you need to turn to Kahnawake Gaming Commission, or KGC.
In 2021, the KGC has received 393 complaints, and in 113 of the cases it ruled in favor of the complainant. The complaints were divided into 5 categories: 35 locked/closed accounts, 218 delayed/refused payments, 13 questioning the fairness of the game, 87 miscellaneous and 4 unresolved. By far, the most common issue of players is not receiving their money.
The good news is that if you’ve kept a record of your activities on the gaming site and you can prove that you are owed money, there is a way to get that money. You can file a complaint directly, or you can reach out to an attorney or an organization that specializes in protecting the rights and interests of consumers. If you are working with specialists, you have a better chance to succeed.
Keep in mind, however, that any attorney or organization that claims to win almost all their cases probably chooses whom to represent very carefully. They choose clients who possess enough evidence that they’ve been wronged, so that is why it is so essential that you keep an archive with anything that relates to your online gambling activity, unless you are fine with losing your money.
That last part might be a joke, but on a more serious note – if you are gambling, you should be prepared to lose sometimes. Many of the complaints are filed by people who did indeed lose their money fair and square but aren’t willing to accept it. Many gamblers have a very unrealistic perception of their chances to win. Typically, gambling is not a way to make money.
The healthy way to approach gambling is the way you approach any game – it’s primarily about entertainment. But there is also an unhealthy approach – some people believe they should win lots of money by gambling and when they don’t, they complain very loudly, creating a false impression that online casino games are generally rigged, which isn’t the case.
One thing that is a bit concerning about online casinos, though, is how easy they make gambling, so if you can’t restrain yourself, you could lose a lot of money there. Part of what keeps you safe is your own self-discipline: decide how much time and money you are willing to spend before you start a session, and if you lose that money, or if your time runs out, call it a day.
But if you are truly in a good place emotionally – if you are calm and rational – and you have the evidence to prove that an online casino has wronged you, then you should definitely complain. And you should be aware of the negative public perception of people who are addicted to gambling, so you don’t leave the impression to be one – just stay calm and focus on the evidence.