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Why casinos can freeze payouts
Freeze (freeze/hold) is a temporary output lock until the checks are completed. Bona fide operators have a frieze - a security procedure, not a way to "not pay." Below is a systematic list of reasons how to recognize them and what to do to remove the freeze as quickly as possible.
1) Basis: compliance and risks
1. KYC/AML identity and address checks
What triggers: incomplete/unreadable documents, name mismatch, age/strano-consent.
What you need: passport/ID, selfie, confirmation of address ≤3 months, sometimes - confirmation of the payment method (screen of the card/wallet).
2. Source of Funds (SoF )/Source of Wealth (SoW)
Triggers: large/frequent cashouts, no deposit history, non-standard amounts.
What you need: statements, contracts, invoices, income statements.
3. PPE/Sanctions Lists and Georisk
Triggers: coincidence in bases, sharp change of country, sanctions jurisdictions.
Actions: additional identification, sometimes - prohibition of service and return of deposit.
4. Regulator requests/audit
The operator is obliged to maintain the status quo until the completion of the check (payments are on pause).
2) Antifraud and behavioral signals
1. Multi-account/use of other people's details
Matches by device, IP, cookies, behavior "like a linked account."
Risk: full frieze, confiscation of bonuses, return of deposits.
2. VPN/unstable geolocation
Geo jumps between countries/cities → manual verification.
3. I/O mismatch (closed-loop violation)
Deposit from card A, withdrawal to crypto/wallet B without history - typical hold.
4. Speed/volume of transactions (velocity)
Bursts of deposits/withdrawals, splitting of amounts (structuring), micro-tranches in order to bypass limits.
5. Suspicious gaming activity
Collusion (in poker/live games), bot patterns, narrow "holes" in the rules, indirect insad/arbitration signals.
6. Chargeback-risks
Disputes over past payments at the bank/PayPal → increased control up to the freeze.
3) Bonus and platform rules
1. Failed wagering/bonus violations
Playing on forbidden bets/games, exceeding max bet, "double stack" on low variance.
2. Abuse promo
"Washing" the bonus: fast cache-out without turnover, black schemes with cashback/freespins.
3. Responsible play
Self-exclusion, cool-off, limits - the system can block conclusions until the end of the period/check.
4) Payment networks and equipment
1. Provider/aggregator on operator side
Peak loads, routine maintenance, manual review at the payment partner.
2. Banks and card "rails"
Absence of instant-rails, additional internal checks of the issuer.
3. Cryptonetworks
Network congestion, too low commission, network/token errors, MEMO/Tag for stock addresses.
5) How to understand what exactly caused (diagnosis)
1. Open the History → Conclusions and fix the application ID + current status (Review/KYC/Risk/With provider/Compliance check).
2. Check the output method and the closed-loop rules.
3. Check profile: KYC complete? bonus/wager closed? limits not knocked out?
4. If crypto - is there a TXID, is the network correct and MEMO/Tag.
5. If there have been chargeback/dispute recently, get ready for an enhanced check.
6) What to do: a step-by-step plan to remove the frieze
Step 1. Assemble the package:- ID/passport + selfie, confirmation of address (≤3 months).
- Confirmation of payment method (screen e-wallet/masked card), upon request - source of funds (statement/contract/invoice).
- Screen of application status, history of deposits/withdrawals, with crypto - address, network, TXID (if already assigned).
Step 3. Meet the point requirements: download the requested files in the required format and quality (without glare/cropping).
Step 4. If the reason is in the method, follow the closed-loop:- First, the amount of refund deposits for the original method is closed, the net gain is a separate withdrawal.
- Step 5. With prolonged silence, escalation →: ask for a ticket/case number, SLA; in case of a systemic problem - a formal complaint and, where applicable, an appeal to the regulator/ADR.
7) Deadlines: what is considered the norm
CCM/address: from minutes to several hours during auto-validation; with manual review - up to 24-48 hours.
SoF/SoW: usually 1-3 business days (depends on amount/jurisdiction).
Provider/network: from minutes (instant/e-wallet) to 24 hours (cards without an instance) and 5-60 minutes (crypto after TXID).
8) Prevention of friezes (checklist)
+ Pre-KYC immediately after registration (ID, selfie, address).
+ Same method for deposit and output (closed-loop), same details.
+ Stable IP/device, 2FA; no VPN when cached.
+ Bonus discipline: wagering completed, max-bet/prohibited games were not violated.
+ SoF docking folder at hand for large amounts (statements/contracts/invoices).
+ For crypto: correct network, MEMO/Tag, adequate commission; first the test tranche.
+ Do not unnecessarily split the amount, observe daily/weekly limits.
9) Myths vs facts
Myth: "Frieze is always an attempt not to pay."
Fact: in most cases, this is a mandatory compliance process or a block at the provider/bank.
Myth: "If I send more messages, they will shoot faster."
Fact: spam slows down the queue. It is important to give the correct documents and wait for an answer on the ticket.
Myth: "Crypto means without checks."
Fact: AML/SoF are valid for all methods, crypto is no exception.
10) Table "symptom → probable cause → what to do"
Freezing payments is a signal: the system sees regulatory, behavioral or technical risk. The fastest frieze is filmed where the player acts according to a checklist: pre-KYC, compliance with closed-loop, stable IP, correct details and a ready-made SoF package for large sums. If the deadlines are exceeded, and the requirements are clear and fulfilled, use ticket escalation, request an alternative method and, if necessary, the official channels of the regulator.