Casino does not pay out: reasons and next steps

When a casino does not pay out, one of four situations is usually behind it: the withdrawal is still being processed, it has been cancelled and credited back, the account or only the withdrawal function is blocked – or the casino claims the money was sent long ago. For each situation we cite the rules of the German State Treaty on Gambling 2021 (GlüStV 2021, as of 06.10.2026) and what the five casinos in our comparison state on processing, verification, limits and support.

The full comparison of payout times, limits and methods for all five operators is in our overview of casino payouts; this page only covers the case where the money does not arrive, or does not arrive in full.

One point first: for none of the five brands do the sources in our fact database (as of 05.10.2026) name a German licence. They therefore fall under the risks that the Joint Gambling Authority of the German states (GGL) describes for unlicensed operators – and the GGL explicitly lists refused payouts of winnings among them. This page is not legal advice.

Status first: pending, processing, cancelled

«Pending» in the cashier section means the casino has not yet approved the request. «Processing» means approval is under way or done, but the money has not yet reached the payment service. «Cancelled» or «reversed» means the amount is back on the gaming account as balance. For licensed operators, § 6b(2) GlüStV 2021 requires that withdrawals be deducted from the gaming account without delay once the player requests them (gesetze-bayern.de, as of 06.10.2026). For operators without a German licence, their own terms and conditions govern the process.

Processing times of the five brands according to our sources:

• Boomerang Casino: 1–5 days processing (pending), then 3–5 days each for e-wallets, bank transfer and card.
• SkyCrown: pending 0–72 hours (according to AskGamblers).
• Wazamba: pending 0–5 days (according to AskGamblers EN) / processing 3–5 days or within 3 working days (according to AskGamblers DE).
• Cobra Casino: up to 72 hours after approval (according to its terms) / target 12 hours (according to its FAQ) / pending 0–72 hours (according to AskGamblers).
• 7Bit Casino: pending 0–24 hours (according to AskGamblers); according to its FAQ, processing depends on an approved ID and the chosen method.

An often overlooked reason for waiting is the weekend pause in casino payouts: according to the sources, none of the five brands pays out on Saturdays and Sundays, and Cobra Casino also not on bank holidays, so a request made on Friday evening is handled on Monday at the earliest. Only when the stated periods are clearly exceeded is there a problem in the sense of this page.

Withdrawal cancelled or reversed

In the public forum posts and complaint entries analysed for this page, the cancelled withdrawal is one of the most frequent patterns: the amount reappears as balance, and a reason is missing or stays vague. Three variants come up again and again. First, the casino cancels after a larger win and blocks the account at the same time. Second, the player cancels the withdrawal personally because it has not arrived after several days. Third, the casino shows «cancelled» although the amount has already reached the payment service.

What you can do in this situation:

• Ask for the reason for the cancellation in writing, preferably by e-mail, so that you have a verifiable answer.
• Check whether a bonus is active and which wagering requirements are still open.
• Do not rush to play on with the reversed balance: every further stake reduces the amount that is actually at issue.
• If the money has arrived despite the status «cancelled», do not withdraw the amount a second time; inform support instead and keep its reply.

According to the bonus terms in our sources, the wagering requirements are 35x (deposit + bonus) at Boomerang Casino and Wazamba, 40x (bonus + deposit) at SkyCrown, 40x the bonus amount at Cobra Casino, and at 7Bit Casino 35x according to its bonus terms or 40–45x for most BTC bonuses according to its bonus page. As long as these requirements are open, an active bonus can block the withdrawal until you have fully wagered the casino bonus.

Think carefully before cancelling a withdrawal yourself: a new request goes through the casino's processing time again, and some brands add monthly limits or instalment rules.

Account blocked, winnings withheld

The second large group in the analysed entries: after a win, the casino blocks the whole account and withholds the balance. The reasons casinos give there are mainly a suspected duplicate account, a deposit made with someone else's payment method, or documents that were not accepted.

Duplicate account: under § 6a(1) GlüStV 2021, each player may hold only one gaming account with the same operator or intermediary; when signing up, first name, surname, birth name, date and place of birth and place of residence must be provided (gesetze-bayern.de, as of 06.10.2026). This rule addresses licensed operators; operators without a German licence regulate multiple accounts in their own terms. If you have forgotten an older account at the same casino, explain this to support on your own initiative.

Someone else's payment method: under § 6b(4) GlüStV 2021, deposits and withdrawals at licensed operators run only through a payment account in the player's name, and under § 16(7) of the German Money Laundering Act (GwG) withdrawals may only be made to a payment account in the player's name (gesetze-im-internet.de, as of 06.10.2026). A deposit made with another person's card, wallet or Paysafecard account therefore appears repeatedly as a reason for blocking in the analysed cases. In another analysed case, a casino payout to the player's own Paysafecard account failed, and Paysafecard support could not help either.

What you can do:

• Ask for the specific clause of the terms on which the block is based.
• Secure your ID, proof of address, payment receipts and all correspondence.
• Take screenshots of the balance, the withdrawal history and the blocking notice.
• Do not open a second account at the same casino to get at the balance.

For comparison, the standard for licensed operators: if a gaming account is closed there, the balance must be transferred without delay and within five working days at the latest under § 6b(7) GlüStV 2021, and no fees may be charged for closure and withdrawal (gesetze-bayern.de, as of 06.10.2026). Whether this can be relied on against an operator without a German licence is a legal question for the individual case.

Account/withdrawal blocked: you can play, but not withdraw

A special form of blocking: the account remains usable, only new withdrawal requests are refused. In one analysed case, the first withdrawal was paid after full verification, and every further request was then rejected without explanation. In other cases, the casino asks for additional proof after the first withdrawal, such as a selfie in front of the front door, bank statements, a registration certificate or proof of income.

Behind such a repeated request for documents after the first withdrawal, the analysed cases show an extended casino KYC step before the second or a larger withdrawal, and we explain its procedure and typical documents on a separate page.

What the five brands state on verification according to our sources:

• Boomerang Casino: standard KYC before the first withdrawal, about 1 day according to AskGamblers (the source's report, not a promised deadline).
• SkyCrown: identity check mandatory before withdrawals (according to Vigiswiss); duration: no information.
• Wazamba: according to AskGamblers DE, the casino reserves the right to defer payments until all verification is complete; duration: no information.
• Cobra Casino: according to its terms, withdrawals stay pending until all verification steps are complete; checks can take up to 30 working days (according to its KYC page) / 0–24 hours (according to AskGamblers).
• 7Bit Casino: withdrawal only with an approved ID (according to its FAQ); checks up to 30 working days after complete documents (according to its terms) / target: check within 24 hours (according to its FAQ).

For licensed operators: withdrawals are not permitted before the player's details have been confirmed (§ 6a(4) GlüStV 2021). If a player changes payment or bank details, withdrawals are only permitted to the previously registered connection until the new details are verified (§ 6a GlüStV 2021, gesetze-bayern.de, as of 06.10.2026). Switching to another payout method shortly before a request can therefore trigger a new check. Submit requested documents complete and clearly legible, and record the date you sent them – at Cobra Casino and 7Bit Casino, the stated period only starts with complete documents according to their terms.

«Allegedly sent»: the casino reports a payment, the money is missing

The third typical case: the casino states that the amount has been sent, but nothing has reached the account after the casino withdrawal by bank transfer – or the money is missing from the wallet. In the analysed entries, players describe support answering follow-up questions only with standard replies, or not at all; in some cases, a further withdrawal is also put on hold with reference to a security check.

How to proceed:

1. Ask the casino for the full transaction data: date, amount, payment method, receiving account or wallet address, and reference or transaction number.
2. Compare the details with your own account. At licensed operators, withdrawals are made with a stated payment reference under § 16(7) GwG – you can search your bank statement for this text.
3. Wait for the usual transfer time of the method. According to sources: Boomerang Casino 3–5 days each for e-wallets, bank and card; SkyCrown e-wallets 0–1 hour, bank and card 1–5 days (according to AskGamblers) or bank 1–5 working days (according to Vigiswiss); Wazamba e-wallets 0–24 hours, bank and card 3–5 days (according to AskGamblers EN).
4. Ask your own bank, card issuer or wallet service whether a payment was received, rejected or held.

If you withdrew cryptocurrency from the online casino, also ask for the transaction hash and check in the block explorer of the relevant blockchain whether, and to which address, the payment went. If a smaller amount arrives than requested, a fee may be the reason (see the FAQ below).

Winnings paid only in part: limits and instalments

Not every partial payment is an error: each of the five casinos has a monthly cap on withdrawals, and some pay large wins in instalments. In the analysed entries, several smaller requests are therefore often pending at the same time. Monthly limits according to sources:

• Boomerang Casino: €7,000 per month.
• SkyCrown: €30,000 per month.
• Wazamba: €20,000 per month (according to Casino.Guru, AskGamblers EN) / €10,000 per month (according to AskGamblers DE).
• Cobra Casino: €10,000 per month at VIP level 0 (Serpent).
• 7Bit Casino: 0.48 BTC per month (according to its terms) / €40,000 per month (according to Casino.Guru, AskGamblers).

On instalments: according to gambling.com, SkyCrown reserves the right to pay wins from €15,000 in monthly instalments of €15,000. According to its terms, 7Bit Casino may split wins above 0.48 BTC into monthly instalments of at most 0.48 BTC. For Boomerang Casino, Wazamba and Cobra Casino there is no information on instalments. If your win exceeds one of these thresholds, ask for the payment schedule to be confirmed in writing.

Why the licence determines your options

On its FAQ page on illegal gambling, the GGL lists among the risks of unlicensed operators criminal liability, lack of player protection, data misuse, claims that cannot be enforced and, verbatim, that illegal operators often refuse to pay out winnings («Illegale Veranstalter verweigern oft die Auszahlung von Gewinnen», gluecksspiel-behoerde.de, as of 06.10.2026). Whether an operator is licensed in Germany is shown on the GGL whitelist. What a German casino licence means, and what consequences a missing licence has for players, is explained on a separate page.

Licence details of the five brands according to sources:

• Boomerang Casino: Costa Rica (according to AskGamblers) / no valid licence (according to Casino.Guru).
• SkyCrown: Curaçao OGL/2023/176/0095 (according to gambling.com) / Tobique Gaming Commission (according to AskGamblers) / Curaçao 8048/JAZ2019-015, old sublicence (according to Vigiswiss).
• Wazamba: Anjouan Gaming Board or PAGCOR (according to AskGamblers) / no licence (according to Casino.Guru).
• Cobra Casino: Tobique Gaming Commission no. 0000002 (according to Cobra) / Comoros (Anjouan) and New Brunswick (Tobique) (according to Casino.Guru).
• 7Bit Casino: Curaçao OGL/2023/147/0081 (according to its terms) / OGL/2024/1307/0748 (according to its About page) / Curaçao and Estonia (according to Casino.Guru).

Taking part in unlicensed public gambling is a criminal offence under § 285 of the German Criminal Code (gesetze-im-internet.de, as of 06.10.2026).

Whether players can recover lost money from a casino operating without a German licence is being settled at the Federal Court of Justice (BGH) in the lead-decision procedure I ZR 216/25 (press release 086/2026): a player is reclaiming losses from online casino games in 2020 to 2022, the lower courts ruled in his favour, and the hearing was scheduled for 17.09.2026. The source names no judgment as retrieved on 06.10.2026 – the outcome is open.

Contacting support the right way

In all the cases described, support is the first point of contact. The table on this page shows the channels and German-language availability of the five brands according to sources. Two discrepancies matter for problem cases: for SkyCrown, the sources contradict each other – live chat 24/7, contact form and FAQ according to Vigiswiss, no live chat according to AskGamblers, reachable only by e-mail when gambling.com checked. For 7Bit Casino, the website is in German according to AskGamblers, while the live chat is English-only according to Casino.Guru. For Wazamba, AskGamblers DE names live chat, e-mail and phone 24/7, AskGamblers EN only e-mail and live chat.

• Stay in writing: e-mail is easier to verify than chat. Save chat transcripts as a file or screenshot.
• One message, all data: player ID, date and amount of the withdrawal, chosen method and the displayed status.
• Ask specific questions: which step is missing, which document is needed, which clause of the terms is a block or cancellation based on?
• Set a deadline: ask for an answer by a specific date and record when you followed up.
• Pay no release fee: if anyone demands an additional deposit or fee to unlock a withdrawal, be especially careful.

Where to get help outside the casino

If support brings no result, a consumer advice centre or a lawyer is the right contact for a specific case. Take all the documents you have secured: correspondence, screenshots, bank statements, the version of the terms valid at the time of the withdrawal and the casino's licence details.

In connection with player exclusions, the European Consumer Centre Germany points out that gambling operators mostly do not cooperate with it (evz.de, as of 06.10.2026).

If gambling itself becomes a burden, the GGL refers to the free counselling of the BIÖG on 0800 1 37 27 00 and to bundesweit-gegen-gluecksspielsucht.de. Gambling is only permitted from the age of 18.