What to do if an online casino does not pay a withdrawal?
When a withdrawal is pending, it is most helpful to identify the licensed operator, the exact amount and the reason for the delay. In Spain, the DGOJ explains that the user of an authorized state-level operator must first file a claim with the customer service of the operator itself. If the response does not resolve the conflict or the operator does not respond within the expected period, there are other ways. The DGOJ should not be confused with a payment platform that releases money automatically.
Step 1. Identify what is blocked
Not all incidents are the same. This may be a pending bank withdrawal, incomplete identity verification, a prize not yet settled, or the application of a disputed contractual condition. Gather the account number, withdrawal request, date, movements, applicable conditions and any written explanation received. If they ask for documents, confirm why they are needed and use a secure channel.
Step 2. Submit a formal claim to the operator
The DGOJ recognizes the right to complain free of charge and, at least, in Spanish. State the facts in chronological order, identify the amount and request a reasoned response indicating the clause or rule applied by the company. Keep the reference number and date of receipt - this is the proof you will need if the dispute continues.
In its guidelines, the DGOJ indicates that the operator must resolve the claim in the shortest possible time and, in any case, within the maximum of one month from when it is registered. Do not confuse this response time with a promise of a thirty-day bank transfer for all withdrawals.
Step 3. Go to the DGOJ when appropriate
If you are not satisfied with the response or the month passes without a response, you can file a claim with the DGOJ within the scope of its powers. Include your identification in the official channel, the facts, what you request, evidence and proof of the previous claim. The DGOJ can analyze the operator's actions, but the contractual relationship between company and player may also require other means of resolution, including civil or an accredited alternative mechanism. It cannot be assured that every claim will result in a full refund.
What is the RGIAJ and why is it not a claim?
The General Registry of Gambling Access Bans (RGIAJ) is the state registry of self-prohibition. It allows a person to request to be prevented from accessing certain games that require prior identification, in particular online gaming authorized in Spain and, according to regional regulations, certain in-person activities. Its purpose is to protect against damage associated with gambling, not to resolve banking disputes or claim an amount of money.
How to request self-ban
The DGOJ offers in-person and electronic procedures, in accordance with the identification requirements of each channel. Registration is free and registration is maintained indefinitely, although you can request cancellation after six months. The regulations may establish effects and update times depending on the area. It is advisable to go to the official portal before submitting the application and not delegate the process to intermediaries who charge for free registration.
Can I claim funds if I am enrolled in RGIAJ?
Self-prohibition and settlement of a legitimate debt are not the same issue. If the account has an outstanding balance, document the request and use the appropriate support or complaints channel without attempting to disable protection to continue playing. Do not contribute new amounts as a supposed requirement to release funds.
Frequently asked questions
Do you always have to wait a month before consulting? You can request a follow-up before; The month is the maximum resolution limit indicated by the DGOJ for the formal claim.
Does the DGOJ pay the disputed balance directly? It does not function as an automatic transfer service and its powers have limits.
Does the RGIAJ only block a specific casino? It is a state-wide registry for certain games; It is not necessarily limited to one brand.
Does it cost money to request self-prohibition? Registration in the RGIAJ is free.
Last review 10/27/2026. Consumer and safe gaming information, not personalized legal advice.
Official sources:
https://www.ordenacionjuego.es/denuncias-reclamaciones
https://www.ordenacionjuego.es/preguntas-frecuentes/reclamaciones-reclamacion-directa-ante-operador-juego
https://www.ordenacionjuego.es/participantes-juego/juego-seguro/rgiaj