Sometimes a slot machine does not work or does not pay out money. What you should do depends on where the slot machine is located.
In a physical casino or arcade
- Tell the staff right away. They must check the machine and fix the problem.
- Record the time, machine number, and your bet. This helps in case of a disagreement.
- Ask for a written confirmation or a receipt to show you reported it.
- Can’t solve it with the gambling company? Then you can make a complaint with the Kansspelautoriteit.
On an online slot machine on a gambling site
- Contact customer service right away (it’s best to use chat or email, so you have proof).
- Take screenshots or a screen recording of the problem (for example, if your winnings are not been paid out or if the game freezes).
- Ask the company to check what went wrong. Licensed companies have to be clear and have access to game and transaction records.
- Is it still not resolved? Then you can make a complaint with the Kansspelautoriteit, if it is about a licensed Dutch gambling company.
Important
- For licensed gambling companies (you can recognise them by the Kansspelautoriteit-logo and mention on their site), there is supervision and there must be a way to make complaints.
- With illegal gambling companies, it is often not possible to get compensation. You risk losing your money.
